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Thebeasty11
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Internet : Access Denied - Superhub 3.0

IMG-20190819-WA0003.jpg

 

IMG-20190819-WA0004.jpgHi I've been getting the above issues for the last month now. Internet dropping out most days for 3 hours plus. Contacted support several times, new router , engineer been out, still occurring. I'm at the end of my tether. Can anybody assist? Phone and web support have been next to uselessIMG-20190819-WA0003.jpg

 

IMG-20190819-WA0004.jpg

 

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Thebeasty11
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Re: Internet : Access Denied - Superhub 3.0

Network Log

Time Priority Description

20/08/2019 18:56:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:05:47criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:05:47criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:05:47ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:05:47criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:06:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:06:35criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:06:35criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:06:35ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:06:35criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:07:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:07:28criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:07:28criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:07:28ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:07:28criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:07:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:08:16criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:08:16criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:08:16ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 19:08:16criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Thebeasty11
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Re: Internet : Access Denied - Superhub 3.0

Same messages in the network log everynight, broadband service lost again. Could someone from Virgin Media assist as this has been on going for over a month.

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Re: Internet : Access Denied - Superhub 3.0

Hi Thebeasty11,

 

Thanks for posting and welcome to the Virgin Media Community 🙂

 

I am sorry to hear of the broadband issue. 

 

Can you check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket

 

Kind regards,

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

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Thebeasty11
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Re: Internet : Access Denied - Superhub 3.0

Hi John, all cables have been checked, even had an engineer out to look at the issue. Still not resolved. The fact that it's works sometimes makes me think there isn't a cable issue.

Scott

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Re: Internet : Access Denied - Superhub 3.0

Okay cheers Scott,

 

I'll go ahead and send you a quick PM as we need to do further checks.

 

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"

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