on 06-08-2021 23:27
So recently moved into a new flat and decided to go for virgin. Broadband hub arrived on Monday this week and hasn't been stable a single day. In fact, every time I try to stream something or watch anything live the internet falls out. Both when connected to WiFi or ethernet cable. Every time this happens the hubs seemingly restarts, all the lights on the hub go green and start flashing and after a while the internet comes back, then lasts perhaps 5 minutes before connection is dropped again. This happens for about 30 minutes to an hour. And at most the internet is stable for tops 2 hours if I'm lucky.
The other day I noticed that the brown virgin media box outside the flat was busted open and all the cables were exposed. I got an technician to look at it today and he fixed it. I hoped that would have been the issue but no, the problems keeps occurring even after having the box fixed. I've tried to factory reset the hub and also leave it off for while, but still nothing works.
Any idea what can be wrong with all of this?
If needed here is the logs too
Network Log
Time Priority Description
06/08/2021 23:13:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:13:57 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:13:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:13:37 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:13:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:13:17 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:12:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:12:57 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 23:12:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:54:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:54:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:53:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:53:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:53:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:53:21 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:53:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:53:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:52:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:52:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:44:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 06-08-2021 23:41
There are too many T3’s in the log, but we need further information. Please post your up/downstream stats.
on 07-08-2021 11:21
Absolutely, here they are. This is from this morning
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 0.7 | 40 | 256 qam | 25 |
2 | 203000000 | 3 | 40 | 256 qam | 9 |
3 | 211000000 | 2.9 | 40 | 256 qam | 10 |
4 | 219000000 | 2.5 | 43 | 256 qam | 11 |
5 | 227000000 | 2.5 | 40 | 256 qam | 12 |
6 | 235000000 | 2.4 | 40 | 256 qam | 13 |
7 | 243000000 | 2.4 | 40 | 256 qam | 14 |
8 | 251000000 | 2.2 | 40 | 256 qam | 15 |
9 | 259000000 | 2.2 | 40 | 256 qam | 16 |
10 | 267000000 | 2.4 | 40 | 256 qam | 17 |
11 | 275000000 | 2.5 | 40 | 256 qam | 18 |
12 | 283000000 | 2.5 | 40 | 256 qam | 19 |
13 | 291000000 | 2.5 | 40 | 256 qam | 20 |
14 | 299000000 | 2.9 | 40 | 256 qam | 21 |
15 | 307000000 | 2.7 | 40 | 256 qam | 22 |
16 | 315000000 | 2.7 | 40 | 256 qam | 23 |
17 | 323000000 | 2 | 40 | 256 qam | 24 |
18 | 339000000 | 2 | 40 | 256 qam | 26 |
19 | 347000000 | 2.9 | 40 | 256 qam | 27 |
20 | 355000000 | 3.2 | 40 | 256 qam | 28 |
21 | 363000000 | 3.5 | 40 | 256 qam | 29 |
22 | 371000000 | 3.5 | 40 | 256 qam | 30 |
23 | 379000000 | 3.7 | 40 | 256 qam | 31 |
24 | 387000000 | 3.7 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 8 | 22 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.3 | 4 | 0 |
4 | Locked | 43.3 | 5 | 0 |
5 | Locked | 40.9 | 6 | 0 |
6 | Locked | 40.9 | 5 | 0 |
7 | Locked | 40.9 | 4 | 0 |
8 | Locked | 40.3 | 0 | 0 |
9 | Locked | 40.9 | 5 | 0 |
10 | Locked | 40.9 | 4 | 0 |
11 | Locked | 40.9 | 7 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.3 | 3 | 0 |
14 | Locked | 40.3 | 6 | 0 |
15 | Locked | 40.9 | 5 | 0 |
16 | Locked | 40.3 | 5 | 0 |
17 | Locked | 40.3 | 12 | 0 |
18 | Locked | 40.9 | 10 | 0 |
19 | Locked | 40.3 | 4 | 0 |
20 | Locked | 40.3 | 5 | 0 |
21 | Locked | 40.3 | 5 | 0 |
22 | Locked | 40.9 | 5 | 0 |
23 | Locked | 40.9 | 6 | 0 |
24 | Locked | 40.9 | 6 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700163 | 45 | 5120 | 64 qam | 10 |
2 | 39400109 | 45 | 5120 | 64 qam | 12 |
3 | 46200046 | 45 | 5120 | 64 qam | 11 |
4 | 60300131 | 45 | 5120 | 64 qam | 9 |
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 |
on 07-08-2021 17:00
Update, today it has been worse than ever. Hardly a stable connection the entire day
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 2.9 | 40 | 256 qam | 25 |
2 | 203000000 | 3 | 40 | 256 qam | 9 |
3 | 211000000 | 2.5 | 40 | 256 qam | 10 |
4 | 219000000 | 2.2 | 40 | 256 qam | 11 |
5 | 227000000 | 2.4 | 40 | 256 qam | 12 |
6 | 235000000 | 2.2 | 40 | 256 qam | 13 |
7 | 243000000 | 2.2 | 40 | 256 qam | 14 |
8 | 251000000 | 2 | 40 | 256 qam | 15 |
9 | 259000000 | 2 | 40 | 256 qam | 16 |
10 | 267000000 | 1.9 | 40 | 256 qam | 17 |
11 | 275000000 | 1.7 | 40 | 256 qam | 18 |
12 | 283000000 | 0.7 | 40 | 256 qam | 19 |
13 | 291000000 | 1.4 | 40 | 256 qam | 20 |
14 | 299000000 | 2.2 | 40 | 256 qam | 21 |
15 | 307000000 | 2.5 | 40 | 256 qam | 22 |
16 | 315000000 | 2.7 | 40 | 256 qam | 23 |
17 | 323000000 | 2.7 | 40 | 256 qam | 24 |
18 | 339000000 | 2.9 | 40 | 256 qam | 26 |
19 | 347000000 | 3.2 | 40 | 256 qam | 27 |
20 | 355000000 | 3.2 | 40 | 256 qam | 28 |
21 | 363000000 | 3.5 | 40 | 256 qam | 29 |
22 | 371000000 | 3.4 | 40 | 256 qam | 30 |
23 | 379000000 | 3.5 | 40 | 256 qam | 31 |
24 | 387000000 | 3.5 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 13 | 29 |
2 | Locked | 40.3 | 4 | 0 |
3 | Locked | 40.9 | 4 | 0 |
4 | Locked | 40.3 | 6 | 0 |
5 | Locked | 40.9 | 5 | 0 |
6 | Locked | 40.3 | 6 | 0 |
7 | Locked | 40.9 | 5 | 0 |
8 | Locked | 40.3 | 1 | 0 |
9 | Locked | 40.3 | 4 | 0 |
10 | Locked | 40.3 | 0 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.3 | 5 | 0 |
13 | Locked | 40.3 | 4 | 0 |
14 | Locked | 40.9 | 7 | 0 |
15 | Locked | 40.3 | 4 | 0 |
16 | Locked | 40.3 | 5 | 0 |
17 | Locked | 38.9 | 1 | 0 |
18 | Locked | 40.9 | 5 | 0 |
19 | Locked | 40.9 | 5 | 0 |
20 | Locked | 40.3 | 6 | 0 |
21 | Locked | 40.9 | 5 | 0 |
22 | Locked | 40.3 | 12 | 0 |
23 | Locked | 40.9 | 5 | 0 |
24 | Locked | 40.9 | 0 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700058 | 45 | 5120 | 64 qam | 10 |
2 | 39400041 | 46 | 5120 | 64 qam | 12 |
3 | 46200000 | 45 | 5120 | 64 qam | 11 |
4 | 60300014 | 45 | 5120 | 64 qam | 9 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 22 | 0 |
2 | ATDMA | 0 | 0 | 43 | 0 |
3 | ATDMA | 0 | 0 | 23 | 0 |
4 | ATDMA | 0 | 0 | 20 | 0 |
on 07-08-2021 17:01
And the network log
Network Log
Time Priority Description
07/08/2021 16:56:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:56:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:56:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:56:29 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:55:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:55:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:55:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:55:29 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:55:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:55:9 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:54:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:54:29 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:54:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:54:10 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:53:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:53:50 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:51:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:51:50 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:51:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 16:51:10 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 07-08-2021 17:46
Hi MarkusO
Thanks for posting and welcome to the community.
My apologies for the broadband issues. I can see you've had a technician visit today - has everything been sorted since?
Let me know if you need further assistance.
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 07-08-2021 17:53
If you had actually read my first post it said I had an technician visit yesterday... not today
And no, it didn't get fixed, as it also said in my post
on 08-08-2021 14:24
I read the post and my apologies, it was a seperate work order completed.
Thanks for confirming it's not solved though.
Can you confirm the following;
Can you check all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket.
Kind regards,
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on 08-08-2021 14:28
Yes I have on several occasions checked that the white cable has been securely connected to both the hub and the wall socket
When the technician came over he said that our fiber cable is being shared by another flat, do you think that can cause any troubles like this?
on 08-08-2021 16:18
No the cable would be fine so please don't worry about that.
I'll send a PM so we can get another tech out
Kind regards,
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