Virgin Media Community

[Leathal]

Hi folks,

I have been having problems with my internet for quite some time since having my package changed. I had been running hub2 fine on my old package for a good number of years and got sent a hub3 after it was swapped and its getting old with constant drops. At the start of the month I did get a popup on my phone detecting an issue and thought that would be the last of it.

However the issue has came back once more, no idea if the first fix was actually what was my problem, I've put in the tag what is coming up when I peek into my router status.

Spoiler

Time Priority Description

22/02/2023 16:38:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:38:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:56 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:52 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:45 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:29 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:20 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:37:18 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:26 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:19 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:17 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:32:7 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:47 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:16 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2023 16:31:14 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 -3.7 28 256 qam 1
2 147000000 -4.2 27 256 qam 2
3 155000000 -4.5 27 256 qam 3
4 163000000 -4.4 26 256 qam 4
5 171000000 -4.7 25 256 qam 5
6 179000000 -4.5 27 256 qam 6
7 187000000 -3.9 27 256 qam 7
8 195000000 -3.2 24 256 qam 8
9 211000000 -3.5 24 256 qam 10
10 219000000 -3.2 25 256 qam 11
11 227000000 -2.7 28 256 qam 12
12 235000000 -2.2 33 256 qam 13
13 243000000 -1.4 38 256 qam 14
14 251000000 -0.9 37 256 qam 15
15 259000000 -1 31 256 qam 16
16 267000000 -1.7 32 256 qam 17
17 275000000 -1.5 34 256 qam 18
18 283000000 -1.2 33 256 qam 19
19 291000000 -0.9 33 256 qam 20
20 299000000 0 34 256 qam 21
21 307000000 0 35 256 qam 22
22 315000000 -0.2 34 256 qam 23
23 323000000 -0.2 36 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 28.1 1037980430 9186625
2 Locked 27.6 36056195 6919187
3 Locked 27.5 3593323 779093
4 Locked 26.2 7646375 3159854
5 Locked 25.4 1813994 13112
6 Locked 27.1 4977010 3686189
7 Locked 27.1 4582514 6950132
8 Locked 24.1 17800036 3811522
9 Locked 24.1 10918966 1385527
10 Locked 25.3 2625438 110628
11 Locked 28.6 8525731 46057
12 Locked 33.9 31360 3171
13 Locked 38.6 8257 3099
14 Locked 37.3 3343 2638
15 Locked 31.9 2024546 3067
16 Locked 32.3 2240137 2318
17 Locked 34.3 54061 2125
18 Locked 33.3 98800 2040
19 Locked 33 96874 2090
20 Locked 34.9 7886 1603
21 Locked 35.7 19062 1717
22 Locked 34.3 66423 1808
23 Locked 36.3 5977 1449

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 36600000 44.5 5120 64 qam 3
2 49600000 44.3 5120 64 qam 1
3 23600253 43.5 5120 64 qam 5
4 30100062 45.3 5120 64 qam 4
5 43100000 44.8 5120 64 qam 2

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 1 0
5 ATDMA 0 0 1 0

I will say my hub is running in modem mode, but the issue is still there in router as well, so my question is if its something thats not working inside or outside my house.

[Adduxi]

Terrible noise on the Downstream and the power levels are too low.  VM will need to sort it out. 

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Leathal]

Just gave the fault number a quick call and it seems there is no issue, so I guess its a call tomorrow for customer services, thanks for the reply!

[Molly_T]

Hi Lethal 👋 welcome to the community! Thank you for posting. 
Sorry to hear you have been having some issues with your connection. You mentioned that you are currently running your hub in Modem mode - we will need you to pop this into router mode for a few days so we can monitor your connection and to run any testing to identify where the issue may be. 

I can also see some issues at the exchange that may be contributing to the problem, this indicates to me you may need an engineer visit to investigate further.  I will send you a PM to confirm a few account details and offer further support. You can find this in the top right corner of the page in your Inbox 📩. 

Thank you for your patience in the meantime whilst we look into things and hopefully get it all sorted! We can return to this public thread again with an update when possible. 

All the best! 🌞