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AdrianWH
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can't connect to internet

Another week, another day with internet issues ...... 

Same thing .... internet is fine then .... well .... its not .....

Cant connect to internet, in hub's setting it says "internet: access denied" 

Second week with same issue, second week where i relly on my broadband and second week im being let down.

#dissapointed! #feelsrippedoffman!

really getting annoyed paying for a service i don't get.... i start to wonder if i made the right call to chose Virgin as an ISP.

 

PS.

I dont want an eginier to come round and try "fixing" a problem in the wrong place as the problem is not with the HuB, the problem is with the service. 

If it was the hub that causes the issue, i wouldnt have had internet since last week ... as last week no enginiers came round to so called "fix the issue".

 

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jbrennand
Alessandro Volta
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Re: can't connect to internet

Post up your network stats as per....

if you could go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status” icon at  top right - or bottom middle - of first page up -- depending on which hub you have  and then copy/paste 3 sets of data onto here - the downstream, upstream powers, &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses. 

Here is an example of how they should appear

https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-3-0-Overheating/td-p/3816312

If there looks to be a network connection problem, a VM Forum staff member on here will report it to get the appropriate fix


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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AdrianWH
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Re: can't connect to internet

Hi,

Don't want to jinx it but it seems to have connected now and it seems okay.

Here are the current data:

Downstream:
Downstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
SNR (dB)
Modulation
Channel ID
1
299000000
-4.2
37
256 qam
21
2
323000000
-4.7
37
256 qam
24
3
315000000
-4.2
38
256 qam
23
4
307000000
-4.9
37
256 qam
22
5
291000000
-2.9
38
256 qam
20
6
283000000
-4
37
256 qam
19
7
275000000
-4.5
38
256 qam
18
8
267000000
-4.2
38
256 qam
17
9
259000000
-4
37
256 qam
16
10
251000000
-3.5
37
256 qam
15
11
243000000
-3.7
38
256 qam
14
12
235000000
-3.4
37
256 qam
13
13
227000000
-3
37
256 qam
12
14
219000000
-3.2
37
256 qam
11
15
211000000
-2.9
38
256 qam
10
16
203000000
-2.5
37
256 qam
9
17
195000000
-1.9
38
256 qam
8
18
187000000
-1.5
38
256 qam
7
19
179000000
-1.7
37
256 qam
6
20
171000000
-2.5
37
256 qam
5
21
163000000
-2
37
256 qam
4
22
155000000
-1.4
37
256 qam
3
23
147000000
-1
37
256 qam
2
24
139000000
-1
37
256 qam
1


Downstream bonded channels
Channel
Locked Status
RxMER (dB)
Pre RS Errors
Post RS Errors
1
Locked
37.3
0
0
2
Locked
37.6
0
0
3
Locked
38.6
5
0
4
Locked
37.3
0
0
5
Locked
38.6
0
0
6
Locked
37.6
0
0
7
Locked
38.6
0
0
8
Locked
38.6
6
0
9
Locked
37.6
0
0
10
Locked
37.6
5
0
11
Locked
38.6
0
0
12
Locked
37.6
6
0
13
Locked
37.6
4
0
14
Locked
37.6
4
0
15
Locked
38.6
5
0
16
Locked
37.6
6
0
17
Locked
38.6
4
0
18
Locked
38.6
6
0
19
Locked
37.6
6
0
20
Locked
37.3
0
0
21
Locked
37.6
0
0
22
Locked
37.6
6
0
23
Locked
37.3
6
0
24
Locked
37.6
3
0

Upstream:
Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
46200000
44.8
5120
16 qam
1
2
25800000
42.3
5120
16 qam
4
3
32600000
44.8
5120
16 qam
3
4
39400000
44.2
5120
16 qam
2


Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
15
0
2
ATDMA
0
0
0
0
3
ATDMA
0
0
0
0
4
ATDMA
0
0
2
0

Network Logs:
Network Log
Time
Priority
Description
1970-01-01 00:02:38.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:58.00
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:04:26.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:05:23.00
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:05:25.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:06:26.00
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:06:28.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:07:57.00
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:08:25.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:09:41.00
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:09:42.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:10:43.00
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:10:45.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:11:52.00
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:11:54.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:12:53.00
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:13:07.00
Error
Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:13:24.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:26.00
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:57.00
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Many thanks.

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AdrianWH
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Re: can't connect to internet

#facepalm!😤

As soon as i posted the post... guess what? Internet went down .... in middle of my stream .... just great ..... 

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Forum Team (Retired) Samantha_L
Forum Team (Retired)
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Re: can't connect to internet

Hi there AdrianWH,

 

Thanks for taking the time to post on the community.

 

My apologies you are experiencing issues with your broadband connection.

 

When I checked your line, the downstream power levels are too low at -7 dBmV. I understand that you do not want an engineer visit, however to resolve this issue, I would need to book one to have the power levels adjusted.

 

I've sent you a PM (purple envelope icon, right corner) to arrange the appointment, if you want to go ahead.

 

Hope to hear from you soon

Sam


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