Virgin Media Community

[Deanifish]

Hello, 

I am having frequent but intermittent issues where my devices are connected to the router but do not get internet.  Restarting the devices, or the router, does not seem to help with this. 

It has been around a month with this issue. Unfortunately I am never home when Virgin helplines are open, so cannot call. 

Here's my BQM (the issues do not always align with the red)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/a31e012ac260b4378bfffab53a9eed109f34f3a7]My Broadband Ping[/url]

It wont let me post the router status, so will add it in a comment.

[Deanifish]

Here's the router's current network status. Not sure if it will format correctly, so apologies if not. I've also seen some people remove their MAC addresses (not sure why) so I'm done the same 🙂

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	234750000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	234750000	5.6	38	256 qam	13
2	138750000	9.5	38	256 qam	1
3	146750000	9	38	256 qam	2
4	154750000	9.5	40	256 qam	3
5	162750000	9	40	256 qam	4
6	170750000	8.9	40	256 qam	5
7	178750000	8.5	38	256 qam	6
8	186750000	8.5	38	256 qam	7
9	194750000	8.1	40	256 qam	8
10	202750000	7.1	38	256 qam	9
11	210750000	7.3	38	256 qam	10
12	218750000	6.5	38	256 qam	11
13	226750000	7	38	256 qam	12
14	242750000	5.5	38	256 qam	14
15	250750000	4.5	38	256 qam	15
16	258750000	5.3	38	256 qam	16
17	266750000	4.4	38	256 qam	17
18	274750000	5	38	256 qam	18
19	282750000	4.1	38	256 qam	19
20	290750000	5	38	256 qam	20
21	298750000	4.3	38	256 qam	21
22	306750000	4.6	38	256 qam	22
23	314750000	4.4	38	256 qam	23
24	322750000	4.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	348	12
2	Locked	38.9	583	63
3	Locked	38.6	652	38
4	Locked	40.3	606	41
5	Locked	40.9	553	32
6	Locked	40.3	436	27
7	Locked	38.6	409	12
8	Locked	38.9	358	14
9	Locked	40.3	305	25
10	Locked	38.9	337	5
11	Locked	38.9	306	13
12	Locked	38.9	425	12
13	Locked	38.6	344	6
14	Locked	38.6	320	0
15	Locked	38.9	249	0
16	Locked	38.9	217	0
17	Locked	38.6	245	12
18	Locked	38.6	191	0
19	Locked	38.9	211	0
20	Locked	38.9	111	0
21	Locked	38.9	186	0
22	Locked	38.9	85	0
23	Locked	38.9	166	0
24	Locked	38.6	76	0

[Deanifish]

Upstream bonded channels

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

1	53700000	43	5120	64 qam	6
2	60300000	43.5	5120	64 qam	5
3	39400000	42.3	5120	64 qam	8
4	46200000	42.8	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

General Configuration

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

Primary Downstream Service Flow

SFID	306940
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	306939
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

21/04/2022 15:45:20	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
20/04/2022 10:57:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed':;CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
19/04/2022 18:47:7	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
17/04/2022 20:20:8	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
17/04/2022 19:53:12	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
17/04/2022 11:43:40	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
16/04/2022 23:44:3	critical	No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
16/04/2022 14:21:39	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
16/04/2022 01:32:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
11/04/2022 02:17:24	notice	SW download Successful - Via NMS
11/04/2022 02:14:7	notice	SW Download INIT - Via NMS
11/04/2022 00:08:22	Error	SW Upgrade Failed Before Download - Server not Present
11/04/2022 00:07:37	notice	SW Download INIT - Via NMS
10/04/2022 22:32:43	critical	No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
09/04/2022 20:16:25	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
08/04/2022 22:02:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
05/04/2022 17:10:58	critical	No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
05/04/2022 11:40:43	notice	LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;
05/04/2022 10:02:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0;

[Serena_C]

Hi @Deanifish

Welcome to our Community Help Forum 🙂

Thank you for making this post regarding the connection issues you are experiencing, I'm sorry to hear your devices are unable to connect. Is this affecting all of your devices or just certain ones?

I have taken a look on our systems and there are currently no issues showing with your WiFi. Have you tried performing a pinhole reset on your Hub by following these instructions:

Disconnect all unneeded ethernet cables from the rear of the Hub.
With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.
Depress the pinhole switch for a timed 60 seconds then release.
DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Let me know if this improves things!

Kind regards,

Serena

[Deanifish]

I ended up popping it into modem mode and trying with some third party access points and my Internet is much more stable now.