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No internet

Hi, I decided to cancel virgin, rang them and gave notice and ordered sky.. tbh it was terrible after having 500mb speeds so decided to keep virgin and cancel sky as it still within the cooling off period..

I set up all my virgin devices again and everything is working, except the internet..

After a day of mucking about with it, hard resetting router and phone calls to virgin it still isnt working. 

The girl on the phone thinks it's a faulty router and is sending a new one, but I'm not convinced tbh.. 

Anyone any ideas what might be going on, or is there anyone that can look at my account and see what's happening..  I had gave the 30 days notice, but canceled my cancellation and I'm wondering if its maybe something to do with that? 

 

 

 

 

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Message 2 of 15
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Re: No internet

Which Hub do you have?

Which lights are illuminated on the Hub?

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 3 of 15
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Re: No internet

Did they perhaps deactivate your Hub and so may need to be activated again?

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: No internet

It's a super hub 3.0, it goes through all the usual motions booting up and finishes with a solid white light.

I'm not sure if it's been deactivated, how could I find this out? My calls and tv are working fine but the hub is not..

Its showing this error in the settings 

Screenshot_20200208-200611_Gallery.jpg

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Re: No internet

Sorry, my image is not working..  in the router status it says;

 

Internet (access denied)

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Re: No internet

Can you copy and paste all the Hub data please

Type 192.168.0.1 into your browser URL bar and press enter.  When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.

Screenshot are OK but it might take awhile for them to be approved.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: No internet

Thanks Mike, Here is the router stats

 

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
451000000
Locked
Ranged Upstream Channel (Hz)
53699957
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 451000000 3.5 40 256 qam 30
2 187000000 3.2 38 256 qam 7
3 195000000 3.2 38 256 qam 8
4 203000000 3 38 256 qam 9
5 211000000 3 38 256 qam 10
6 219000000 3 40 256 qam 11
7 227000000 2.9 38 256 qam 12
8 235000000 3 40 256 qam 13
9 243000000 2.9 40 256 qam 14
10 251000000 3 40 256 qam 15
11 259000000 3 40 256 qam 16
12 267000000 2.7 40 256 qam 17
13 275000000 2.7 40 256 qam 18
14 283000000 2.7 40 256 qam 19
15 291000000 2.7 38 256 qam 20
16 299000000 3 38 256 qam 21
17 307000000 3 40 256 qam 22
18 315000000 3 40 256 qam 23
19 323000000 2.9 38 256 qam 24
20 411000000 3 40 256 qam 25
21 419000000 3 40 256 qam 26
22 427000000 3.2 40 256 qam 27
23 435000000 3 38 256 qam 28
24 443000000 3.2 40 256 qam 29


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 7 0
2 Locked 38.9 5 0
3 Locked 38.9 4 0
4 Locked 38.9 5 0
5 Locked 38.9 5 0
6 Locked 40.3 6 0
7 Locked 38.9 5 0
8 Locked 40.3 7 0
9 Locked 40.3 0 0
10 Locked 40.3 6 0
11 Locked 40.3 5 0
12 Locked 40.3 5 0
13 Locked 40.3 5 0
14 Locked 40.3 6 0
15 Locked 38.9 5 0
16 Locked 38.9 6 0
17 Locked 40.3 16 0
18 Locked 40.3 5 0
19 Locked 38.9 0 0
20 Locked 40.3 1 0
21 Locked 40.3 10 0
22 Locked 40.3 13 0
23 Locked 38.9 0 0
24 Locked 40.3 5 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699957 2.568 5120 64 qam 6
2 39400175 2.65 5120 64 qam 8
3 46199717 2.6 5120 64 qam 7
4 60300259 2.575 5120 64 qam 5


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

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxxl500u+voc-b.cm


Primary Downstream Service Flow
SFID 46758
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 46757
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Network Log
Time Priority Description
22/01/2020 20:14:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 04:16:55 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 12:35:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 12:40:45 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 12:48:48 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 22:34:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 17:21:32 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 17:24:23 Error Map Request Retry Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2020 07:54:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 13:59:33 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;
07/02/2020 23:15:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2020 14:40:56 notice SW Download INIT - Via Config file
08/02/2020 14:43:15 notice SW download Successful - Via Config file
08/02/2020 14:54:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 8 of 15
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Re: No internet

You have no upstream power

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: No internet

What does this mean, and how can I fix it ?

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Re: No internet

You need to phone customer services and report the problem, a technician is required possibly a street cabinet problem, with those downstream levels which are ok. 


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