Virgin Media Community

[ozan169]

Hi there I hope there is someone out there can help me. Im having random dropouts on my hub3 a few weeks back there was a area noise issue that was sorted. now I'm having random dropouts to the point hub3 is still showing pinky colour light on front in modem mode with no wifi connections to any devices or no internet connection by lan cables.

 my new virgin setup is not even a year old was working fine for a good few months with no problems. My modem mode route is a top of the range Tp link archer ax11000 that is up to day with the latest firmware. 

For me to get connected back to the internet I would need to switch off the hub3 only from the mains then switch it back on once the hub3 reboots back to its pinky colour light everything starts to work fine.

I have copy and pasted my specs below hoping someone can help me out.

ItemStatus Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	39399758	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	2	37	256 qam	1
2	146750000	1.9	37	256 qam	2
3	154750000	1.7	37	256 qam	3
4	162750000	1.7	37	256 qam	4
5	170750000	1.7	37	256 qam	5
6	178750000	1.5	37	256 qam	6
7	186750000	1.5	37	256 qam	7
8	194750000	1.5	37	256 qam	8
9	202750000	1	37	256 qam	9
10	210750000	0.7	37	256 qam	10
11	218750000	0.5	37	256 qam	11
12	226750000	0.2	37	256 qam	12
13	234750000	0	37	256 qam	13
14	242750000	-0.2	37	256 qam	14
15	250750000	-0.2	37	256 qam	15
16	258750000	-0.5	37	256 qam	16
17	266750000	-0.4	37	256 qam	17
18	274750000	-0.7	37	256 qam	18
19	282750000	-0.7	37	256 qam	19
20	290750000	-0.7	37	256 qam	20
21	298750000	-0.5	37	256 qam	21
22	306750000	-0.4	37	256 qam	22
23	314750000	-0.5	37	256 qam	23
24	322750000	-0.7	37	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	6	0
2	Locked	37.6	7	0
3	Locked	37.6	5	0
4	Locked	37.3	9	0
5	Locked	37.6	8	0
6	Locked	37.3	5	0
7	Locked	37.6	8	0
8	Locked	37.6	5	0
9	Locked	37.3	10	0
10	Locked	37.6	7	0
11	Locked	37.6	9	0
12	Locked	37.6	7	0
13	Locked	37.3	5	0
14	Locked	37.3	7	0
15	Locked	37.6	7	0
16	Locked	37.3	4	0
17	Locked	37.3	7	0
18	Locked	37.3	6	0
19	Locked	37.3	13	0
20	Locked	37.3	5	0
21	Locked	37.3	10	0
22	Locked	37.3	20	0
23	Locked	37.3	15	0
24	Locked	37.3	8	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39399758	39.3	5120	64 qam	6
2	46199735	39.5	5120	64 qam	5
3	32599850	39	5120	64 qam	7
4	25800767	38.8	5120	64 qam	8

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

[ozan169]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053-b.cm

Primary Downstream Service Flow

SFID	431080
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	431079
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

13/05/2021 18:25:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 00:54:38	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:20:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 12:54:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 18:43:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 00:54:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 03:05:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 12:24:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 08:34:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 13:18:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 00:37:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 00:48:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 14:44:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:47:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 06:29:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 00:47:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 16:39:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:47:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 08:43:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 00:47:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kath_F]

Hi ozan169, 

Thanks for your post and apologies to hear about the issues you have been having with your connection. 

I have taken a look at the stats this morning and can see a prolonged issue with the power levels for downstream. I'd like to arrange an engineers visit for these to be corrected. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[ozan169]

Hey iv just replied to your private message thanks 

[Kath_F]

Hi ozan169, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.
 

[ozan169]

Hey

Thanks for the engineer he should be popping down tomorrow for me will keep you up2 date. Once the engineer is done.

Thanks oz