Virgin Media Community

[charleigh]

Over the last week we've been having some real trouble with our Hub 3. It loses connection in the morning around 9am, then I have to do the "turn it off and on again" dance for a while. Sometimes it comes back, sometimes not. 

In the router network logs, I see the following, showing it being offline (when the date is 01/01/1970) and when it eventually comes back online. Sometimes the service page shows a local fault, but most of the time it says everything is fine. Is there anything I can do? 

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

Also post your power levels and network log, thanks.

The time of 01/01/1970 is a UNIX time stamp and is normal in this OS.  It's the epoch time stamp if you need to look it up for your interest. Epoch Converter - Unix Timestamp Converter

[Hayley_S]

Hello @charleigh,

Welcome, thanks for posting.

I am sorry for the issues with your connection.

Can you please tell me if you have tried the suggestions above? I can see that the service status number was given, did this mention any area issues? 

Many thanks

[charleigh]

Thanks for the replies both - I have tried the 60-second reset, and am still seeing no broadband into my hub. The local service line did not report any faults for my area either. I am seeing a green light at the bottom, a green wifi light and the arrows flash green too. 

How do I find my power levels? Will post network log when hub has finished rebooting again.

[Adduxi]

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@charleigh wrote:

<snip>   How do I find my power levels? Will post network log when hub has finished rebooting again.

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Browse to 192.168.0.1 and click on the link "Router Status"   Post all the information on the tabs.  Just copy and paste the text into several posts.

[charleigh]

I'm struggling to even get to the Hub login page now, the address 192.168.0.1 just spins and does not load now. Have tried on Safari and Chrome. Is it a problem with my Hub? It's still stuck on green light for both wifi and the arrows (flashing on and off). I need this to work next week...

[Adduxi]

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@charleigh wrote:

I'm struggling to even get to the Hub login page now, the address 192.168.0.1 just spins and does not load now. Have tried on Safari and Chrome. <snip>

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Are you using an ethernet cable to connect.  It could be the wifi is playing up?  Either way sounds like the Hub is failing in some way.

If you have already done the 60 second factory reset, there is not much else you can do, apart from insist on a replacement Hub.

[charleigh]

I've managed to connect via an ethernet cable, but it's still not working, sadly. Have now factory reset a couple of times. Details:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	387000000	Ranging
Ranged Upstream Channel (Hz)	Update in progress	undefined
Provisioning State	Offline

Downstream bonded channels

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

1

387000000

-12.2

37

256 qam

32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1

Locked

37.3

0

0

Upstream bonded channels

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file

Primary Downstream Service Flow

SFID

Max Traffic Rate

Max Traffic Burst

Min Traffic Rate

Primary Upstream Service Flow

SFID

Max Traffic Rate

Max Traffic Burst

Min Traffic Rate

Max Concatenated Burst

Scheduling Type

Network Log

Time Priority Description

01/01/1970 00:07:9	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;
01/01/1970 00:05:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:32	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;
01/01/1970 00:04:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:57	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;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:18:44	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;
01/01/1970 14:17:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:17:6	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;
01/01/1970 14:16:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:15:34	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;
01/01/1970 14:14:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:13:43	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;
01/01/1970 14:12:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:12:6	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;
01/01/1970 14:11:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:10:41	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;
01/01/1970 14:09:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Paulina_Z]

Hi @charleigh,

Thank you for coming back to us. I'm sorry to hear that the reset did not help get your Hub back online and that you're still having some issues with your at home connection.

In order to investigate this further, I will send you a Private Message to discuss this issue further and run some internal checks.

Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[charleigh]

Thanks to all that offered support - an engineer has just been out and fixed it. I had two corroded couplings that were the root cause, and I’m back online now. Thanks very much to Ryan in Bristol, very helpful and speedy!