For a couple of weeks now my internet connection keeps disconnecting, I use the superhub in modem mode and I have an ethernet cable connecting my belkin router. I have spoken to people at Virgin Media and firstly they said it was my second router and to disconnect everything and just use the superhub as a router, which I did (I cannot get a wifi signal in the room directly above the superhub hence the reason for a second router) this did not make any difference so the following day I contacted them again, this time they asked me when it was happening and at what time but I told them unfortunately I do not have time to sit at my pc all day to let them know and they just said the superhub needed to be reset, again this did not work. I have tried different things like changing the channels on both my superhub in router mode and my belkin router, I have also just connected my pc directly to an ethernet cable and it still disconnects.
I decided to look on Virgin Media Community for some help and I have noticed there seems to be quite a few people having the same problem, surely everyone's superhubs cannot stop working properly at the same time?
Network Log First Time Last Time Priority Error Number Description 28/05/2016 09:08:39 28/05/2016 09:08:39 Critical (3) 82000700 Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 28/05/2016 08:59:13 28/05/2016 08:59:13 Critical (3) 82000400 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; Refresh Clear Log
Your upstream power levels are too high and need to be looked at by VM.
You will need to contact VM for resolution, either by waiting here a few days until a VM Forum Team Member picks up the thread, or give them a call on 151 from a VM line or 0345 454 1111 for a quicker response.
I have exactly the same problem and it has been happening for a long time now, I am really fed up! Do I start a new thread or will anyone notice it here? It seems customer service over the phone is absolutely useless as well as ignorant.
Sorry I am only just replying, I eventually used the chat online and arranged for an engineer to come out, apparently there were some issues with the box in my street and he would also be getting someone to look at the network. He told me everything should be ok within two weeks, if not to contact them with my reference number. I am keeping my fingers crossed as everything seems to be working now.
Thank you for letting us know that you're also having these disconnections, I apologise for any troubles incurred.
I have run some diagnostics on your Hub and the wider connection from here and I noticed that your upstream power levels are too high. I would need to arrange for an engineer to attend in order to get this sorted.
I will send you a PM (Purple envelope at the top) detailing what's required to proceed with making the booking, please respond to me there and I'll get this sorted for you.
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