Menu
Reply
  • 19
  • 0
  • 0
Tuning in
395 Views
Message 1 of 20
Flag for a moderator

loss of internet hub reset

I am experiencing regular connection dropouts on my Virgin Hub 3.0 router. Here are the logs - I would be grateful if someone could interpret the data to see if there's an issue 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1202750000-0.738256 qam9
2210750000-137256 qam10
3218750000-137256 qam11
4226750000-1.237256 qam12
5234750000-1.237256 qam13
6242750000-1.437256 qam14
7250750000-1.538256 qam15
8258750000-1.538256 qam16
9266750000-1.537256 qam17
10274750000-1.537256 qam18
11282750000-1.438256 qam19
12290750000-1.537256 qam20
13298750000-1.537256 qam21
14306750000-1.737256 qam22
15314750000-1.738256 qam23
16322750000-1.537256 qam24
17330750000-1.738256 qam25
18370750000-1.738256 qam26
19378750000-1.738256 qam27
20386750000-238256 qam28
21394750000-1.738256 qam29
22402750000-1.938256 qam30
23410750000-238256 qam31
24418750000-238256 qam32

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1462000005.05512064 qam1
2257999704.85512064 qam4
3394000005512064 qam2
4326000004.925512064 qam3

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u+voc-b.cm


Primary Downstream Service Flow

SFID84546
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0

Network Log

Time Priority Description

23/10/2020 20:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 18:16:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 13:06:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 11:34:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 10:28:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 09:01:46Warning!RCS Partial Service;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;
21/10/2020 22:38:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 20:11:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 18:34:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 15:51:4ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 15:29:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 14:29:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 14:11:49ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 14:03:56ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 13:47:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 13:35:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 13:24:52ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 12:47:3ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 12:39:31ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;



 



 



 

Tags (1)
0 Kudos
Reply
  • 19
  • 0
  • 0
Tuning in
277 Views
Message 2 of 20
Flag for a moderator

Re: loss of internet hub reset

29/10/2020 18:06:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 19:37:9ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 03:15:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 1.73K
  • 81
  • 134
Forum Team
Forum Team
257 Views
Message 3 of 20
Flag for a moderator

Re: loss of internet hub reset

Hi Madara,

Thanks for your post, I am sorry you are having issues I have checked your account remotely and there is an outage on your account the reference is C01135138 and the estimated fix date is today at 15:00. Let us know if you are having issues after the eta 🙂
Thanks,

Zoie

  • 19
  • 0
  • 0
Tuning in
249 Views
Message 4 of 20
Flag for a moderator

Re: loss of internet hub reset

Hey zoie thanks for for replying i had the 4th engineer finally a good one who knows how to do his job come on 25/10/2020 checked all the wires and said he found a fault and replaced it so im just waiting to see if the problem is fixed or not.

Would you have any idea if i could get my money back for the last 3 mouths beacuse of the hub losing connection and timing out /turning on-off and for the call center telling me its the hub and kept on giving a new one everytime i phoned also for the 3 engineers for not checking the wires in the first place 

thank you for your time 

Madara 

 

0 Kudos
Reply
  • 6.93K
  • 359
  • 613
Forum Team
Forum Team
228 Views
Message 5 of 20
Flag for a moderator

Re: loss of internet hub reset

Thanks for coming back to us.

 

It wouldn't be a full three month refund. no. 

 

Compensation is given based on the automatic compensation policy

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
  • 19
  • 0
  • 0
Tuning in
205 Views
Message 6 of 20
Flag for a moderator

Re: loss of internet hub reset

Replacing the wire didnt work 😞 
01/11/2020 00:26:56

critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 19
  • 0
  • 0
Tuning in
189 Views
Message 7 of 20
Flag for a moderator

Re: loss of internet hub reset

so is there anything i can do 

01/11/2020 01:38:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 01:17:43ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 01:06:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 7.71K
  • 462
  • 486
Forum Team
Forum Team
160 Views
Message 8 of 20
Flag for a moderator

Re: loss of internet hub reset

Hey Madara, 

I've had a look from here this afternoon and everything is looking good from here, what issues are you having at the moment?

Emma_C - Forum Team
0 Kudos
Reply
  • 19
  • 0
  • 0
Tuning in
140 Views
Message 9 of 20
Flag for a moderator

Re: loss of internet hub reset

so its my hub for some reasion it loses connection and reboots on its own and every time it hapens this shows up on my networks logs 

01/11/2020 01:38:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 12.23K
  • 947
  • 1.57K
Alessandro Volta
138 Views
Message 10 of 20
Flag for a moderator

Re: loss of internet hub reset

How are you connecting your device[s], Wi-Fi or ethernet cable ?

What is your connection like using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply