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Hub 5 and/or line seems to be a state of disarray

WhaleTrain
On our wavelength

a week ago

Had my broadband finally installed on the 18th December and I've had a lovely 2 weeks and 2 days out of the service.

For context, the Hub was located upstairs along with a TV 360 Mini box and my main 360 is downstairs.

Main 360 box appears to be working fine, no signal issues or video/audio drops but my upstairs Hub has suddenly bricked it seems. First noticed the issue on Friday 3rd at around 10/11am. Solid white light, internet drops so I restart and get a light I've never seen before - blinking green.

I switch to my hotspot as I still don't have a connection to research the lights and I'm told this is a software update.

The light blinks and blinks and I'm back up and running in about an hr or so. Around 14:45, the connection drops again but this time, a blinking red light.

I restart the hub again, blinking green light and it's been this way ever since - the hub will flash green, at some point will come back online through the night (it seems this way) but then I wake to a blinking red light.

Tried the usual factory resetting via the pin hole etc.

What's funny is that I changed my package to remove my extra box and it seems coincedental that that switches off and I have no internet now. Appreciate this is probably just that though - a coincedence. Unless I'm wrong, it'd seem unlikely they'd be able to control upstairs and downstairs "cables".

Luckily, I can still access the Hub's admin page to which here are my results of the network log and status - as you can see, zero downstream or upstream channels (minus the 1). I would usually post the Downstream and Upstream tabs but these simply just have 'Not Available' in all tables with nothing else listed - I've opted for the summary table instead.

Engineer has been booked but I mean, Friday, c'mon.

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Not allowed
1
Enabled
3.1

Cable Modem Status

Item Status TypeChannel Overview Downstream Upstream
Cable Modem StatusUS rangingDOCSIS 3.0
Primary downstream channelUnlockedUnknown
DOCSIS 3.0 channels01
DOCSIS 3.1 channels00

Network Log:

Time Priority Description
14-03-2024 12:34:52noticeGUI Login Status - Login Success from LAN interface
01-01-1970 01:10:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:10:15criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:09:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:08:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:08:14warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:07:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:07:10warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:05:02criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:05:00warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:03:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:03:42criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:02:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:02:49warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:01:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:01:15criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:00:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:58:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:58:43warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:57:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:57:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:56:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:56:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:56:13warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:54:53warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:54:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:53:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:53:45warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:52:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:52:08warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:50:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:50:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos
6 REPLIES 6

jpeg1
Alessandro Volta

a week ago

Your Hub has lost its connection to the VM network,  Have you checked for faults on 0800 561 0061 ?

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

WhaleTrain
On our wavelength
In response to jpeg1

a week ago

Knew I'd miss something out of my post haha!

As a suggestion from other posts, yes I rang the automated line to check for area faults etc. but this returned no fault in the area - my parents live facing who are on Virgin with no issue.

The automated online checker simply state it cannot connect to my hub.

0 Kudos

Cardiffman282
Trouble shooter
In response to WhaleTrain

a week ago

Have you double checked all the cables and connections? 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

jpeg1
Alessandro Volta
In response to WhaleTrain

a week ago

You could check that the connections to the Hub are secure. Failing that you will have to wait for the technician visit. 

You will be entitled to compensation.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

WhaleTrain
On our wavelength
In response to jpeg1

a week ago

Thanks for the reply - this was sadly my worry.

Both power and the coax are secured nicely to the hub as is the coax from the wall.

0 Kudos

Daniel_Et
Forum Team
Forum Team
In response to WhaleTrain

Tuesday

Hi @WhaleTrain, thank you for your posts.

We're sorry to hear about the issues you've been having 😔

In order to discuss this matter with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @jpeg1 and @Cardiffman282 👍

Regards,
Daniel

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