on 01-11-2021 08:53
Hub connection is poor. Between 50 and 150 mbps on a 600 mb connection, keep getting message , cant connect to hub? been in touch with Virgin and done all they said to do , still poor, red light on hub
Answered! Go to Answer
on 10-11-2021 19:07
Thank you for sending those details over 🙂
I've arranged for an engineer to visit, you'll be able to view the time and date of the appointment via your online account here
Alex_Rm
on 01-11-2021 08:54
Phoned up, tests done connection to the property is apparently fine. Advised to do a hard reset, done that ....still the same. Go to the helpline for guides and kit.....a chocolate fire guard would be more help. Put in what is wrong and the site just repeats back to asking what the problem is without giving help, totally useless. There is obviously an issue with the Hub...why can't I upgrade to a Hub 4 ? I am on the biggest package available to customers. By the way the RED light on does not mean overheating in my case, it means modem mode. Put it back to Router mode makes no difference to connection. Think it's time to go to BT after being with Virgin for 15 years and who they were before re branding....think thats called a loyal customer NO ?
on 01-11-2021 09:54
A Hub4 is no better than the Hub3 and some would say worse. Let us checkout your connection.
Go into the hub on 192.168.0.1 and post the up/downstream stats and network log.
on 01-11-2021 14:50
Acquired Downstream Channel (Hz) | 203000000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
01/11/2021 14:46:36 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 20:45:48 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 19:54:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 18:49:20 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/10/2021 14:38:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/10/2021 14:37:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/10/2021 06:52:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 08:47:38 | 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; |
26/10/2021 08:45:37 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 08:45:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 08:45:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 08:45:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/10/2021 07:37:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/10/2021 08:13:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/10/2021 19:37:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 05:19:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/10/2021 07:37:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 22:29:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 19:37:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
1 | 203000000 | 3.9 | 38 | 256 qam | 9 |
2 | 211000000 | 3.7 | 38 | 256 qam | 10 |
3 | 219000000 | 3.7 | 38 | 256 qam | 11 |
4 | 227000000 | 3.5 | 38 | 256 qam | 12 |
5 | 235000000 | 3.5 | 38 | 256 qam | 13 |
6 | 243000000 | 3.5 | 40 | 256 qam | 14 |
7 | 251000000 | 4.1 | 38 | 256 qam | 15 |
8 | 259000000 | 4.3 | 40 | 256 qam | 16 |
9 | 267000000 | 4 | 40 | 256 qam | 17 |
10 | 275000000 | 4.1 | 38 | 256 qam | 18 |
11 | 283000000 | 4.5 | 40 | 256 qam | 19 |
12 | 291000000 | 4.5 | 38 | 256 qam | 20 |
13 | 299000000 | 4.5 | 38 | 256 qam | 21 |
14 | 307000000 | 4.6 | 40 | 256 qam | 22 |
15 | 315000000 | 5 | 40 | 256 qam | 23 |
16 | 323000000 | 5.1 | 40 | 256 qam | 24 |
17 | 331000000 | 5.1 | 40 | 256 qam | 25 |
18 | 339000000 | 5 | 40 | 256 qam | 26 |
19 | 347000000 | 5 | 40 | 256 qam | 27 |
20 | 355000000 | 5 | 40 | 256 qam | 28 |
21 | 363000000 | 5 | 40 | 256 qam | 29 |
22 | 371000000 | 5 | 40 | 256 qam | 30 |
23 | 379000000 | 4.9 | 38 | 256 qam | 31 |
24 | 387000000 | 5 | 38 | 256 qam | 32 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 49.5 | 5120 | 64 qam | 4 |
2 | 46200039 | 49.8 | 5120 | 64 qam | 3 |
3 | 53699961 | 50.3 | 5120 | 64 qam | 2 |
4 | 60300030 | 50.8 | 5120 | 64 qam | 1 |
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 |
on 01-11-2021 15:13
Nothing showing in those stats. Was the speed test done on a Ethernet cable connected device or WiFi? If it was WiFi can you try one on an Ethernet connected device?
on 01-11-2021 16:01
Hi, tests done by both wired and wi-fi. I use a AC4000 MU-MIMO Tri-Band WiFi Router for wi-fi connected to my Hub in modem mode. I have done ALL possible combinations to test ...Any ideas ?
on 01-11-2021 17:47
I’ve taken a deeper look at your stats and can see that the upstream power levels whilst within spec are at the top of the allowed range. Often when this happens you can see some T3’s, but your have none listed. Best now to wait for a VM staff member to get to your post and advise.
on 01-11-2021 19:10
Cheers, thanks for the comments......Lastly, whats your views on the wi-fi router i'm using? Could it be giving issues?
on 01-11-2021 20:00
Sorry I have no experience of retail routers/switch/AP only business/corporate high end kit.
on 02-11-2021 09:26
OK, thanks for your help