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SageFreke
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Random hub 3 disconnects

Hi, I hope someone can help.  For the past few weeks, my hub 3 has been randomly disconnecting with no broadband.  Both wired and wireless connection has no broadband and I can't access the hub in my web browser.  I have to restart the hub to get broadband back.  I have tried the pin hole rest method but it didn't fix anything, infact sometimes it is worst.  I have checked all the connections and wires.  Calling is impossible to get through at the moment.

So can anyone help?

Downstream bonded channels

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

13310000002.940256 qam25
22030000002.440256 qam9
32110000002.440256 qam10
42190000002.440256 qam11
52270000002.540256 qam12
62350000002.440256 qam13
72430000002.240256 qam14
82510000002.243256 qam15
92590000002.540256 qam16
102670000002.540256 qam17
112750000002.540256 qam18
122830000002.543256 qam19
132910000002.740256 qam20
142990000002.940256 qam21
153070000002.740256 qam22
163150000002.740256 qam23
173230000002.740256 qam24
183390000003.240256 qam26
193470000003.240256 qam27
203550000003.240256 qam28
213630000003.240256 qam29
223710000003.543256 qam30
233790000003.540256 qam31
243870000003.443256 qam32

 

Downstream bonded channels

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

1Locked40.940
2Locked40.950
3Locked40.950
4Locked40.340
5Locked40.960
6Locked40.950
7Locked40.950
8Locked43.360
9Locked40.340
10Locked40.350
11Locked40.930
12Locked43.350
13Locked40.930
14Locked40.350
15Locked40.960
16Locked40.370
17Locked40.960
18Locked40.360
19Locked40.940
20Locked40.940
21Locked40.950
22Locked43.350
23Locked40.350
24Locked43.300

 

Upstream bonded channels

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

15370000032512064 qam2
23940000032512064 qam4
34620000032512064 qam3
46030007032512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

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SageFreke
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Re: Random hub 3 disconnects

Network Log

Time Priority Description

16/12/2020 10:34:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 10:34:27Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 09:12:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 21:10:17noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 14:58:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 08:11:16noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 14:25:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 07:40:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 17:11:38noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 20:07:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 07:29:49noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 08:41:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2020 18:27:0noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2020 16:56:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 21:58:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 21:49:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 21:47:21noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 14:25:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 14:33:25noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2020 17:31:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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SageFreke
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Message 3 of 19
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Urgent help with broadband last chance

Hi,
I really need urgent help with my broadband.  The internet keeps disconnecting both wireless and wired.  I have checked all cables and did a hard reset of the hub but it is getting worse.  The only way to reconnect is to restart the hub, now I have to do it about 5-6 times a day.  It’s been going on for about 2 weeks.

I have tried to call but no answer.  Asked for help on this forum and yet no reply, it’s been over a week.  Tried the message service but I am talking to a bot, completely useless.  I know it is the holidays but at least I expect some acknowledgment that someone has read my post for help but nothing.  I am working from home and no internet means no work done my daughter need to use the internet for her mock exams.

I am so annoyed that I haven’t had any sort of reply.  Customer service is useless.

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SCA1972
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Message 4 of 19
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Re: Urgent help with broadband last chance

@SageFreke Please don't create multiple threads for the same issue, it is against the forum rules.  I have merged your threads.

While the text service is initially a bot it should put you through to a human being, when required.

I will escalate this thread with the mods and try to get you a staff response soon, but it might not be today.  The forum is rarely the fastest way to get help but it is usually the best.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Zak_M
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Message 5 of 19
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Re: Urgent help with broadband last chance

Good morning @SageFreke 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry for the delay, we are working as quickly as possible to answer all threads. 

 

I am going to need to drop you a PM so that I am able to locate your account, Please keep your eye on the purple envelope on the top right of the screen.

 

Kind regards,

Zak_M

 

 

SageFreke
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Message 6 of 19
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Re: Urgent help with broadband last chance

Hi me again,

So the engineer turned up and changed a few things, new Ethernet cable, new hub and new parts in the brown box just outside my house but the internet is still playing up.  It is better then before but I still have to reset the new hub about 2-3 times per day.

The engineer did say he has checked everything and done all he can but he thinks a network engineer is required to look at the line itself.  So please help.  I really need to get it fully working because it is a massive disruption to my work and my children’s home schooling.  

Thank you in advance.

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Anonymous
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Message 7 of 19
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Re: Urgent help with broadband last chance


@SageFreke wrote:

Hi me again,

So the engineer turned up and changed a few things, new Ethernet cable, new hub and new parts in the brown box just outside my house but the internet is still playing up.  It is better then before but I still have to reset the new hub about 2-3 times per day.

The engineer did say he has checked everything and done all he can but he thinks a network engineer is required to look at the line itself.  So please help.  I really need to get it fully working because it is a massive disruption to my work and my children’s home schooling.  

Thank you in advance.


Create a BQM and post the live link.

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SageFreke
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Message 8 of 19
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Re: Urgent help with broadband last chance

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/eada5eaf394a52443b76156c20e2434491... Broadband Ping[/url]

To keep the connection more stable, I have to disconnect all the ethernet cables to the hub and the conncetion is worst when it is raining.

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SageFreke
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Re: Urgent help with broadband last chance

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eada5eaf394a52443b76156c20e2434491...

To get a more stable connection, I have to disconnect all the ethernet cables that is connected to the hub and the connection is worse when it is raining.

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SageFreke
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Message 10 of 19
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Re: Urgent help with broadband last chance

 

How do you share the graph?  It doesn’t show up, I tried posting all the link/codes.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eada5eaf394a52443b76156c20e2434491e7f6bf
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