Virgin Media Community

[Volk77]

Hi,

I have to restart my Hub 3.0 router at least once a day, sometimes twice as the internet just stops (wired and wireless)! Any ideas please?

I have only been a customer for a few months and this problem has been evident after the first week.

An engineer popped in and put a little connector behind the router to "limit signal" but it has made no difference.

Many thanks,

[Marty20]

Hi

Sorry to hear this. Can you please private message me your account number and area reference so I can look into this for you. Please be mindful not to post those details in a public reply. Thanks, Marty

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[Jake_S]

Hi,

Could you post the router status details including all the info on each tab. To do this go to 192.168.0.1 when connected to the hub and click check router status and copy and post all the details.

Hope this helps
Jake
-------------------------------------------------------------------------------------
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[Volk77]

Hi,

Is this the info you need?

[Jake_S]

Hi again,

As you've posted images we will have to wait for them to be approved once they are I can check out the information and get back to you.

Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
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[Jake_S]

Hi again,

Unfortunately this is the wrong info if you dont log in to the router at the password screen there should be a small link under the password enter box to check router status once there copy and paste the text rather than take a screenshot as it will save time not waiting for images to be approved.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	186750000	1.2	38	256 qam	7
2	194750000	1	38	256 qam	8
3	202750000	0.7	38	256 qam	9
4	210750000	0.5	38	256 qam	10
5	218750000	0.2	38	256 qam	11
6	226750000	0	38	256 qam	12
7	234750000	-0.2	38	256 qam	13
8	242750000	-0.5	38	256 qam	14
9	250750000	-0.7	38	256 qam	15
10	258750000	-0.7	38	256 qam	16
11	266750000	-0.7	38	256 qam	17
12	274750000	-0.7	38	256 qam	18
13	282750000	-0.9	38	256 qam	19
14	290750000	-1.2	37	256 qam	20
15	298750000	-1	37	256 qam	21
16	306750000	-0.9	38	256 qam	22
17	314750000	-0.5	38	256 qam	23
18	322750000	-0.5	38	256 qam	24
19	402750000	-0.2	38	256 qam	25
20	410750000	-0.2	38	256 qam	26
21	418750000	0	38	256 qam	27
22	426750000	0	38	256 qam	28
23	434750000	-0.2	38	256 qam	29
24	442750000	-0.5	38	256 qam	30

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	389	1
2	Locked	38.9	308	0
3	Locked	38.6	208	0
4	Locked	38.6	207	0
5	Locked	38.9	424	0
6	Locked	38.6	222	4
7	Locked	38.6	266	0
8	Locked	38.6	466	0
9	Locked	38.6	280	0
10	Locked	38.6	944	15
11	Locked	38.6	316	0
12	Locked	38.6	390	0
13	Locked	38.6	501	0
14	Locked	37.6	464	0
15	Locked	37.6	1032	0
16	Locked	38.6	286	0
17	Locked	38.6	282	0
18	Locked	38.9	1074	0
19	Locked	38.9	283	0
20	Locked	38.6	874	0
21	Locked	38.6	265	0
22	Locked	38.9	347	0
23	Locked	38.9	163	0
24	Locked	38.6	722	3

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46199946	5.1	5120	64 qam	3
2	39399992	5.1	5120	64 qam	4
3	53700034	5.1	5120	64 qam	2
4	60300015	5.1	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Should look something like this (this is my home set up for reference)

Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
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[Volk77]

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 187000000 1.5 34 256 qam 7
2 139000000 3 35 256 qam 1
3 147000000 2.5 35 256 qam 2
4 155000000 2.2 35 256 qam 3
5 163000000 2 35 256 qam 4
6 171000000 1.5 34 256 qam 5
7 179000000 1.5 34 256 qam 6
8 195000000 1.5 35 256 qam 8
9 203000000 1.4 35 256 qam 9
10 211000000 1 35 256 qam 10
11 219000000 1.2 35 256 qam 11
12 227000000 1.2 35 256 qam 12
13 235000000 1.2 34 256 qam 13
14 243000000 1 35 256 qam 14
15 251000000 1.4 35 256 qam 15
16 259000000 1.2 35 256 qam 16
17 267000000 1.2 35 256 qam 17
18 275000000 1 35 256 qam 18
19 283000000 1 35 256 qam 19
20 291000000 1.4 35 256 qam 20
21 299000000 1.7 35 256 qam 21
22 307000000 1.9 35 256 qam 22
23 315000000 2 35 256 qam 23
24 323000000 2.2 35 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 34.9 1723 0
2 Locked 35.5 347 0
3 Locked 35 785 0
4 Locked 35 1219 15
5 Locked 35 1276 0
6 Locked 34.9 1225 0
7 Locked 34.9 1369 0
8 Locked 35 673 0
9 Locked 35 1256 0
10 Locked 35 1544 0
11 Locked 35 936 0
12 Locked 35 551 0
13 Locked 34.9 864 0
14 Locked 35 720 0
15 Locked 35.5 344 0
16 Locked 35.5 444 0
17 Locked 35.5 439 0
18 Locked 35 543 0
19 Locked 35 580 0
20 Locked 35 734 0
21 Locked 35 821 12
22 Locked 35.5 267 14
23 Locked 35.7 142 0
24 Locked 35.7 156 0


Upstream:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699962 4.675 5120 64 qam 6
2 60300000 4.725 5120 64 qam 5
3 46200000 4.675 5120 64 qam 7
4 39399961 4.7 5120 64 qam 8

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Configuration:

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u-b.cm


Primary Downstream Service Flow
SFID 992472
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 992471
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log:
Network Log
Time Priority Description
24/04/2020 12:11:44 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 06:11:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 19:16:21 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 20:35:12 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2020 13:26:35 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 18:01:32 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 17:58:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 17:36:31 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 13:54:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 13:30:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2020 13:47:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2020 09:38:41 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2020 09:14:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2020 16:55:51 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 18:34:3 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Maurice_s]

Your u/s levels are towards the upper limit , and the smart wifi should at best turned off.

[Jake_S]

Hi again,

It looks like you are getting quite a few correctable errors make sure to check all your connections are tight including those in the service box on the external wall of you property (should be brown white or grey plasting box with the VM logo but sometimes has the old logos of cables companies from before VM). You could also try a factory reset to clear the Hub. Push the pinhole reset on the back of the hub with a pin or paperclip or similar for 60 seconds then allowing it to restart itself.

Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!

[Volk77]

Will this result in having a new Wifi password? Just asking as I have all sorts of connections to it e.g. Nest, Ring, Heatmiser stats, alarm etc