Virgin Media Community

[deswilson75]

Hi

My router constantly has a red light on, instead of white like it used to be.  I'm also getting intermittent drop outs and have the following message in the network logs of the router at least once a day: No Ranging Response received - T3 time-out.

I had contacted 150 and spoke to support who wanted me to do a factory reset on the router before replacing it.  I couldn't do it when on the phone and did it later and called back.  the person I spoke to when I called back said that there's nothing wrong with having a red light on the router, and the drop outs were nothing to worry about and he'd send a "strong signal" to fix it.  Obviously nothing was resolved and I've still got the red light and getting intermittent drop outs.

Downstream bonded channels

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

1	331000000	2	38	256 qam	25
2	339000000	2	38	256 qam	26
3	347000000	2	38	256 qam	27
4	355000000	2.2	38	256 qam	28
5	363000000	2	38	256 qam	29
6	371000000	1.9	38	256 qam	30
7	379000000	1.7	38	256 qam	31
8	387000000	1.2	38	256 qam	32
9	395000000	1.2	38	256 qam	33
10	403000000	0.2	38	256 qam	34
11	411000000	0.7	38	256 qam	35
12	419000000	1	38	256 qam	36
13	427000000	0.7	38	256 qam	37
14	435000000	0.7	38	256 qam	38
15	443000000	0.2	38	256 qam	39
16	451000000	0.7	40	256 qam	40
17	459000000	0.2	38	256 qam	41
18	467000000	-0.2	38	256 qam	42
19	475000000	-0.5	38	256 qam	43
20	483000000	-1.2	38	256 qam	44
21	491000000	-1.2	38	256 qam	45
22	499000000	-1	38	256 qam	46
23	507000000	-2.2	38	256 qam	47
24	515000000	-2.2	38	256 qam	48

Downstream bonded channels

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

1	Locked	38.6	13945	1151
2	Locked	38.9	17393	1210
3	Locked	38.9	14003	1273
4	Locked	38.6	6090	1135
5	Locked	38.9	5080	1317
6	Locked	38.9	11628	1448
7	Locked	38.6	11524	22713
8	Locked	38.9	8501	39951
9	Locked	38.6	6362	1244
10	Locked	38.6	5649	1165
11	Locked	38.9	6071	1459
12	Locked	38.9	3248	1281
13	Locked	38.9	5669	1051
14	Locked	38.9	7013	1224
15	Locked	38.9	4695	1318
16	Locked	40.3	4272	1141
17	Locked	38.9	6620	3210
18	Locked	38.9	6242	1073
19	Locked	38.6	6536	1114
20	Locked	38.6	10321	1077
21	Locked	38.9	8224	1311
22	Locked	38.9	6512	1148
23	Locked	38.6	8582	1124
24	Locked	38.6	9574	923

[Hayley_S]

Hello @deswilson75,

Welcome, thanks for posting.

I am sorry for the issues with your service.

I can see that you have not rebooted your Hub for a while, please can you try this first for me?

Let me know how this goes.

Many thanks,

[deswilson75]

Hi

I've rebooted my router now and still have the red light and intermittent drop out

[Hayley_S]

Hello @deswilson75,

Thanks for responding.

I will send you a private message now, so I can arrange a replacement for you.

Many thanks,