on 02-06-2021 22:21
Hi all,
I seem to be having the disconnection errors that some others have posted. How do I log a call with Virgin support? Don't fancy spending 2 hours holding on a phone. 😩
Seems to happen every evening around 5:00pm ish.
02/06/2021 19:31:20 Warning! ToD request sent - No Response received;CM-MAC=***********;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 19:29:40 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;
02/06/2021 19:27:13 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=*************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
on 02-06-2021 22:39
on 03-06-2021 15:23
on 03-06-2021 20:26
Hi John,
Both ethernet and Wifi...and the TV, so it looks to be the circuit. Hub3 just has the white light. Sometimes my browser takes me to the Hub logon page and when i select the language I get directed to an "update in progress" page and a "Refresh" button.
Power off/on doesn't help. Seems to happen around the same time, usually around 5pm. Service is restored after around 30min to 1 hr, but yesterday it was more like 2hrs.
This evening (touch wood) it's been totally fine but last couple of weeks it was every evening.
Cheers.
on 04-06-2021 14:35
on 07-06-2021 09:02
Hi there @egordon22
Thank you so much for your post to our community forums and I am so sorry to hear this has been happening.
I know you have tried turning the Hub off and on, but can I ask if you have performed a full factory reset? To do this, just take a pen etc and push it in to the 'reset' hole at the back of the Hub and hole it for around 30 seconds.
Thank you.
on 14-07-2021 22:39
Hi Ashleigh,
Yes, performed the factory reset.
If it's any help, here's the logs for the past few days. Loss of service seems to coincide with the messages "No Ranging Response received - T3 time-out;"
I'm guessing the clock reset to 1970 was when I did the factory reset.
Regards,
Eric
14/07/2021 17:13:48 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 17:13:48 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:49:52 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:49:42 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:43:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/07/2021 19:32:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/07/2021 15:39:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:00:16 | Warning! | ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:00:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:00:14 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 18:25:10 | Warning! | ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 18:24:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 18:24:30 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 18:23:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 15-07-2021 15:37
Hello @egrodon22.
Thank you for providing this information.
I am sorry to see your error messages are showing many different errors.
I have located your account and I can see that it is due to your upstream, I will need to book an engineer for you but I will need to bring you into a private message to make sure I have the right customer.
Please look our for a purple envelope at the top of your page.
Look forward to speaking with you.
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on 15-07-2021 15:50
Hello @egordon22.
Thank you for confirming your details to me in a private message.
Your engineer appointment has been booked, you will find this appointment on your online account. To locate your appointment please follow the advice here.
I hope this helps! Please keep us updated on how this goes.
Many thanks,
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