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RichieRich76
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hub 3 keeps disconnecting

I have a basic set up hub3 as my wireless and telephone service  which has worked fine for a number of years.  In the last week at random times throughout the day I loose internet connectivity on all devices both Wi-Fi and those connected directly to the hub by Ethernet cable . The light on the box is white  all the time and the phone still works .Once this happens I have no internet until I power down the hub and then turn it back on , at which point it works fine for a short while . 

 

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jbrennand
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Re: hub 3 keeps disconnecting

Firstly, have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

if nothing is showing there then lets see some data from the Hub and the connection. Can you follow this procedure

-----
First switch the Hub off for 5 minutes - whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first !

Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.

Then, post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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RichieRich76
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Re: hub 3 keeps disconnecting

As per instructions: ps message maxed out at 20,000 characters so just showing Network error messages! 

Network LogTime Priority Description
12/10/2020 22:47:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 22:45:45Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 22:19:18noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 15:54:14noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 10:21:39noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 14:49:56noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 13:57:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 07:21:1noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 00:32:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 16:51:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 07:42:58noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 06:54:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 06:46:29noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 06:39:10noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Hollie_B
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Re: hub 3 keeps disconnecting

Hi there @RichieRich76 

 

Thanks for your post. Apologies for the delay in response, we have been doing all we can to help each community member out ASAP. 

 

Are you still having these broadband issues today? I've had a quick look over the account and I can see that there has been some WiFi coverage issues in your home. You can improve the connection with these tips here

 

Are you still having issues with the wired connection too? I'm not able to see anything wrong with the hub at the moment. Have you tried a pinhole reset to see if this helps? 

 

Thanks, 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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digicall
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Re: hub 3 keeps disconnecting

Not working for me. The hub disconnects almost every hour for about two mins and then just comes back on, So every time we just get ready to be disconnected,

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Martin_N
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Re: hub 3 keeps disconnecting

Hi digicall,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue with your hub. 

 

I have been able to locate your account and am unable to find any known issues. 

 

Can you confirm is the disconnection affecting both a Wired & Wireless connection?

 

^Martin

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digicall
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Re: hub 3 keeps disconnecting

Thanks martin but this is the response i have been getting for the last 2 years from virgin.

Today it disconnected from 19:15 till 19:25.  just went down with no warning, everything just shut down.  i am absolutely fed up. it s a daily affair every day it just disconnects every hour or two for about 20 to 20 mins, and no one ever seems to find anything wrong.

As if i just like to spend all day calling and typing in forums if there is nothing wrong.

this is truly the worst service i have ever had in my life and whenever i call to disconnect the line the phone goes dead after i have been on hold. i guess it is back to CISAS but i am truly fed up with you guys. honestly

jbrennand
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Re: hub 3 keeps disconnecting

Are you still getting the "ATOM" messages in the logs.

If so perhaps @Martin_N might explain what they mean and signify. I still have no idea as to what may have triggered them - but they are surely bad news !

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Lee_R
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Message 9 of 22
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Re: hub 3 keeps disconnecting

Hi @digicall

Thanks for getting back to us.  I have had a look at your account myself and I personally feel we do need to send a technician to attend your property.  I am going to send you a private message, so that we can get a quick clarification.

Regards

 

Lee_R

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Bernii
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Re: hub 3 keeps disconnecting

Hi Lee,

Please could you also contact me as well? I have a same problem since February and found your customer service/care via phone or chat being useless and waste of time.