So for the last 3 months, I've been having frequent drops in connection - and while most are fairly short, they are frequent and extremely annoying and make working from home an absolute nightmare as I spend most of my day on webex/zoom calls. Every single call I'm on gets dropped at some point - it's actually become a joke with my team - they now take bets amongst themselves on when I'll drop or freeze.
Tried all the troubleshooting, reset box etc, and have had 4 (yes, FOUR) engineer visits. 1st it was an fault with the outside with an eta of 3 weeks (for equipment to arrive), 2nd it was replacement cable splitters/cable joints, 3rd visit I got a brand new Hub, 4th visit the internal cable from the outside wall box to the hub was replaced. And yet, still, the same issues.
And now I decided to research it myself, and found that the Hub has a "Network log" that shows its connectivity to Virgin. And low and behold, I can see loads of these, every 4-5 mins:
No Ranging Response received - T3 time-out;CM-MAC=**:**
I'm no expert, but the word "critical" seems like it might point to a connectivity issue.
Am desperate here - can anyone please help me? Please don't make me call the helpline again.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Upon running some further diagnostics tests after you provided me with your BQM and there has been prolonged issues over the last 5 to 7 days that may have caused latency and dropouts, the system has advised that we will need to book an engineer visit to get this resolved.
I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking.
so a virgin engineer popped around about 10 days ago; I talked him thru what we are experiencing, the numerous engineer visits etc and he was super quick to diagnose that the only thing left would be to get the outside cable changed between my house and the box up the road (I have no idea what the box up the road is) and that it would happen "in the next weeks". He couldn't give me a date, and wasn't able to give me any booking reference / number - so I have no idea who to follow up with or what should happen now?
I still suffer from the issue, it's still very much the same experience simply web surfing, or using zoom/webex - constant/regular drops and then reconnecting issues making it impossible to have a call. Here is just a short extract from todays log from my vm hub. It's consistantly like this .
No Ranging Response received - T3 time-out;CM-MAC=e*c;CMTS-MAC=58:*;CM-QOS=1.1;CM-VER=3.0;