Virgin Media Community

[jsingh093]

Hi,

I am fed up with Virgin Media service its a disgrace. Past 2 months+ I am getting constant loss of internet connection every few seconds / minutes its not even usable, just posting this question itself is a mission.

I work in cloud computing and did my own troubleshooting and the local gateway (router) keeps dropping packets every few seconds. I suspect the router is on its last legs or overheating. I have the hub 3.0 and its always displays a constant orange light.

I have called the support team but to be honest they are not that great seems they are not technically inclined and just follow a script. I have already done pin hole reset twice and now they finally decided to send a engineer on Tuesday to take a look.

My issue is the fact that I am not even able to make good use of this service I am paying for and need to be compensated. The phone support even said they can see over 300+ disconnections for the last month alone so how is that a good stable service.

[Tudor]

Most of this type of problem is not the hub, but the circuit. Please post some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[jsingh093]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 2.2 40 256 qam 25
2 203000000 1.2 38 256 qam 9
3 211000000 0.9 38 256 qam 10
4 219000000 1 38 256 qam 11
5 227000000 0.7 38 256 qam 12
6 235000000 0.7 38 256 qam 13
7 243000000 0.5 38 256 qam 14
8 251000000 0.5 38 256 qam 15
9 259000000 0.5 38 256 qam 16
10 267000000 1 38 256 qam 17
11 275000000 1.2 38 256 qam 18
12 283000000 1.5 40 256 qam 19
13 291000000 1.7 40 256 qam 20
14 299000000 2 40 256 qam 21
15 307000000 2.4 40 256 qam 22
16 315000000 2 40 256 qam 23
17 323000000 2.2 40 256 qam 24
18 339000000 2.4 38 256 qam 26
19 347000000 2 38 256 qam 27
20 355000000 2.2 40 256 qam 28
21 363000000 2 38 256 qam 29
22 371000000 2 38 256 qam 30
23 379000000 2 38 256 qam 31
24 387000000 1.7 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 0 0
2 Locked 38.9 6 0
3 Locked 38.9 5 0
4 Locked 38.6 6 0
5 Locked 38.6 0 0
6 Locked 38.6 3 0
7 Locked 38.9 0 0
8 Locked 38.6 4 0
9 Locked 38.9 0 0
10 Locked 38.9 6 0
11 Locked 38.9 6 0
12 Locked 40.3 5 0
13 Locked 40.9 4 0
14 Locked 40.3 5 0
15 Locked 40.3 5 0
16 Locked 40.3 0 0
17 Locked 40.3 4 0
18 Locked 38.9 4 0
19 Locked 38.9 0 0
20 Locked 40.9 6 0
21 Locked 38.9 5 0
22 Locked 38.6 5 0
23 Locked 38.6 5 0
24 Locked 38.9 4 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 40.3 5120 64 qam 1
2 43100000 40.5 5120 64 qam 2
3 30100000 40.3 5120 64 qam 4
4 23600180 40.3 5120 16 qam 5
5 36600000 40.3 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

Network Log
Time Priority Description
11/02/2023 15:33:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 12:14:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 08:23:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 18:12:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 17:44:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 17:16:14 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 14:07:51 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 01:39:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 21:03:57 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 17:51:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 15:15:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 12:35:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 00:42:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 17:25:26 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 11:09:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 02:29:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 01:29:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 17:24:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:00:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

Looks like your DOCSIS 3.1 upload channel isn't happy.

[jsingh093]

what does that mean what exactly are you looking at to see that.

The reason I said it was likely the hub is because after pin hole reset it seems to run better for several hours before going back to square one.

I posted the downstream and upstream numbers after pin hole reset and its working fine now.

Why does the hub always show orange light also that can't be right either?

[Client62]

One upstream channel has degraded to 16 qam due to noise issues.

To check for overheating run the Hub 3 Diagnostic tool - look through the results for a remark about Hub Temperature

Overheating may be obvious if you touch the Hub or if it smells hot or displays a red line.

[jsingh093]

Well its back to same issue so not several hours then more like a few minutes

Can't even load this forum page very well to post this reply.

[jsingh093]

1	Gateway IPv4 address is valid.
2	Your broadband connection is working.
3	Your broadband connection is ready.
4	The temperature of your Hub 3.0 is normal.

Surely this ain't right:

[Client62]

Using my HP Workstation to "ping -t" at the Hub 3 no packets are dropped over a 1Gb/s direct network connection.

I'm not sure how your connected there, but the non return gaps and the latency lags look odd. 

Got a different network cable that could be tried for a computer to Hub direct connection ?

[jsingh093]

I am using a CAT-8 ethernet cable to connect directly.

It is not just the ethernet connection that drops all wi-fi connected devices drop internet connectivity at the exact same time. So its very unlikely to be the ethernet cable itself.

Not sure if it some issue during certain times because now after one more reload and reboot directly from the hub GUI its running fine and not dropped a single packet and latency to the hub is 1ms or 2ms max. Have also been using the internet / streaming for around 1 hour without any issue at all.

I am just worried it will start again as yesterday evening after reboot it seemed stable but next day it was at it again.