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hub 3.0 disconnects

Hello members of the forum, 

I have a problem with the internet connection. My hub 3.0 keeps disconnecting everyday since I have joined Virgin (September 2018) I have called the support several times and the issue has never been solved, a guy from virgin also came and changed some cables saying that I shouldn't have had any problem from that day but everything is the same. They also changed the router with a new one but I still have the problem. It disconnects every day, sometime just a couple of time a day other time every 30 minutes. 

I attach the status of the router.




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

1298750000-4.738256 qam21
2138750000-737256 qam1
3146750000-6.238256 qam2
4154750000-6.738256 qam3
5162750000-538256 qam4
6170750000-3.738256 qam5
7178750000-2.740256 qam6
8186750000-1.740256 qam7
9194750000-1.540256 qam8
10202750000-1.740256 qam9
11210750000-1.738256 qam10
12226750000-1.227256 qam12
13234750000-0.740256 qam13
14242750000-0.740256 qam14
15250750000-140256 qam15
16258750000-1.240256 qam16
17266750000-2.940256 qam17
18274750000-3.240256 qam18
19282750000-3.240256 qam19
20290750000-3.538256 qam20
21306750000-4.538256 qam22
22314750000-3.738256 qam23
23322750000-340256 qam24



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

1258000004.025512064 qam78
2326000004.05512064 qam77
3394000004.2512064 qam76
4462000004.35512064 qam75


Network Log:

ime Priority Description

10/03/2019 17:49:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:49:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:49:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:49:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:50:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:50:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:50:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:17ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:36ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:51:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:52:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:52:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:52:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:52:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:53:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2019 17:53:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Very Insightful Person
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Message 2 of 5
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Re: hub 3.0 disconnects

You need your power levels balanced properly


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Forum Team
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Message 3 of 5
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Re: hub 3.0 disconnects

Hi max80,


Thanks for posting and apologies for the broadband issues. 


I'll pop you a quick PM so I can check your power levels and take from there.


Kind regards,

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 4 of 5
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Re: hub 3.0 disconnects

And SNR is way too low on downstream channel 12. 

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Forum Team (Retired) Ellen_C
Forum Team (Retired)
Message 5 of 5
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Re: hub 3.0 disconnects

Hi there. Thanks for reaching out. Have you talked to our support about this. We need account specific information. If you are available, we can check this for you through our chat team,  please click here. Keep us posted. ^Ellen_C



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