No internet and intermittent internet since 13 November
Since 13 November I have had either no internet or intermittent internet. First outage on 13 November following a storm resulted in 3 new hubs, 3 ONU boxes, 5 engineers to confirm a network issue. Internet working on 19 November. Next outage on 13 December so dad I have had 2 engineers. First one confirmed network issue to be resolved in 24-48 hours. No internet or intermittent internet called Virgin 3 times 2 advisors confirmed Virgin were aware of network issues yet, 3rd advisor confirmed no issues or outages and another engineer sent. He arrived Monday of this week and could not see any issues with the equipment in the house and spoke to his manager and network team who knew of no network issues. We are now on day 11 of no or intermittent intermittent internet. The app is mostly useless in saying everything is working correctly but last night it did give a message after doing a hub test that there was an intermittent issue. Can anyone advise how to get this issue escalated to someone who will fix it? Currently solid white light on hub 5 and no internet.Internet only works between certain hours?
My internet connection has only been working properly between roughly 10:09am and 4:01pm every day, and this is now day 5 of the issue. Outside of those hours the service is basically unusable due to the upload speed dropping. I have run multiple speed tests and the pattern is exactly the same every day. Before 10:09am and after 4:01pm, my upload speed sits at around 0.20 Mbps, but between those hours it jumps to around 40 Mbps. I have made countless calls to Virgin Media and am getting nowhere. An engineer is due to visit today between 12pm and 4pm, but I am not hopeful as this clearly is not an isolated fault. I live in a block of flats and multiple neighbours in my block, as well as the block next door, are all affected by the same problem. One neighbour already had an engineer visit yesterday and was given a replacement router, which only worked for about 10 minutes before the issue returned. I am using a Hub 5 and have only been with Virgin Media for two months, so this is incredibly frustrating. Has anyone experienced anything like this before or got any ideas what could be causing such a specific, time-based upload issue? Any advice would be appreciated. Thanks!
New Hub 5 keeps dropping internet connection
I had a new Hub 5 a few weeks ago (replaced a Hub 3 and briefly a Hub 4) and have now had a few times where the internet just stops for a few minutes, then comes back. During the outages I am able to talk to the Hub 5 quite happily via Wi-Fi and see its status page , so this seems to be some kind of internet/cable modem issue rather than a Wi-Fi problem. All our devices lose internet at the same time, even those cabled into the hub via Ethernet. Note that we had zero problems like this with the Hub 3 for all the time it was here (a week or so prior to the Hub 5 arriving). I had a look in the Hub 5 status pages and during the outages had the following things logged: 24-11-2025 14:22:03 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 24-11-2025 14:22:03 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 24-11-2025 14:19:04 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 21-11-2025 20:22:41 critical No Ranging Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 21-11-2025 20:22:40 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 21-11-2025 20:22:40 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 21-11-2025 20:22:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 16-11-2025 11:09:30 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 16-11-2025 11:09:30 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 16-11-2025 11:09:24 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 14-11-2025 17:20:25 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 14-11-2025 17:20:25 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; 14-11-2025 17:20:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1; None of that means anything to me, but I have found other people with similar issues and this being a total pain to get sorted. I've just called the VM support number and they're going to book a techy to visit on the afternoon of 26th, but being an intermitted fault I suspect it's unlikely it'll do it whilst they're here. The person on the phone saw no issues when they looked at the connection (I'm guessing they don't get to see the Hub logs...) In the 3.0 Downstream Channels bit, one line stands out as significantly different to all the rest: Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 8 Locked 39 196 761 All the other channels are at low single digits for Pre RS Errors and zero for Post RS Errors. No idea if that's related? The log messages are talking about upstream channel 8 and the above is downstream channel 8. Also, when we had the Hub 3 fitted years ago, a 6dB attenuator was fitted. I have no idea if that's still needed, I recall the installer saying the signal was a bit strong. Perhaps the Hub 5 would work better with this removed, or maybe it even needs a higher value attenuator? Can anyone tell me what range of numbers I should be looking for in the Downstream or Upstream sections? I'm guessing there's a normal operating range for the dBmV power levels? Thanks for any help, advice and suggestions 😊
Hub 5.0 Connection Loss
Hello Community, I've just updated from a hub 3.0 to a hub 5.0 and now I'm saying frequent broadband interruptions. Here are the down stream channels - are these normal? Router status 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 194000000 1 39 QAM 256 8 2 138000000 3.5 39 QAM 256 1 3 146000000 2.7 38 QAM 256 2 4 154000000 2.2 38 QAM 256 3 5 162000000 1.7 38 QAM 256 4 6 170000000 1.3 38 QAM 256 5 7 178000000 1.2 38 QAM 256 6 8 186000000 1 39 QAM 256 7 9 202000000 0.8 39 QAM 256 9 10 210000000 0.6 39 QAM 256 10 11 218000000 0.6 39 QAM 256 11 12 226000000 0.3 39 QAM 256 12 13 234000000 0.4 39 QAM 256 13 14 242000000 0.9 39 QAM 256 14 15 250000000 0.8 39 QAM 256 15 16 258000000 0.9 39 QAM 256 16 17 266000000 -1 39 QAM 256 17 18 346000000 -3.3 38 QAM 256 27 19 354000000 -3.5 38 QAM 256 28 20 362000000 -3.9 37 QAM 256 29 21 370000000 -4.4 37 QAM 256 30 22 378000000 -4.7 37 QAM 256 31 23 386000000 -5.1 36 QAM 256 32 24 394000000 -5.7 38 QAM 256 33 25 402000000 -6 38 QAM 256 34 26 410000000 -6 38 QAM 256 35 27 418000000 -6.6 37 QAM 256 36 28 522000000 -10.9 34 QAM 256 37 29 530000000 -10.9 35 QAM 256 38 30 538000000 -10.8 34 QAM 256 39 31 546000000 -10.8 34 QAM 256 40 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 39 24 0 2 Locked 39 515 20 3 Locked 38 493 18 4 Locked 38 683 76 5 Locked 38 376 19 6 Locked 38 38 0 7 Locked 38 16 0 8 Locked 39 17 0 9 Locked 39 84 0 10 Locked 39 284 0 11 Locked 39 350 11 12 Locked 39 45 0 13 Locked 39 35 0 14 Locked 39 42 0 15 Locked 39 37 0 16 Locked 39 279 17 17 Locked 39 112 0 18 Locked 38 223 0 19 Locked 38 251 0 20 Locked 37 416 0 21 Locked 37 703 0 22 Locked 37 771 0 23 Locked 36 861 0 24 Locked 38 1382 0 25 Locked 38 1554 0 26 Locked 38 1534 0 27 Locked 37 2236 0 28 Locked 34 36026 0 29 Locked 35 36910 0 30 Locked 34 36488 0 31 Locked 34 38684 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 41 190 4K 3736 QAM 4096 148 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 41 Locked 0 -21.9 28067657 971484094 Thanks, DDPartial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.Hub 5 rebooting it self between 8pm - 10pm every night.
So as title states, for the last 2 weeks my virgin hub 5 has started to reboot it self any time between the hours of 8pm up until 10 pm that ive noticed. so i loose internet to all connected devices, wifi and wired for a few minutes. the white light on the hub starts flashing for a few minutes. This is not ideal. kids games consoles go off, we loose connection to our streaming services, and other smart devices around the home, including security. nothing has been manually changed in the hub. please helpHub 5x Installed – No Modem Mode? What Are My Options Now?
I’ve just had Virgin Media fibre installed and I’ve been given the Hub 5x. I’ve since learned that modem mode isn’t available and it’s not possible to use my own modem/router in a proper bridge setup. For my setup this is a major issue, I run multiple VPNs, custom routing and need full control of my network. The Hub 5x in its current state is basically unusable for my needs. I’m just trying to understand what my realistic options are now: Cancel the contract and move to another provider that allows bridge mode Check if Virgin Media Business can offer a proper modem/bridge solution Or… is there any confirmed timeline for Hub 5x to support modem mode? I want to stay with Virgin if possible, but without modem mode or the ability to use my own router properly, I’m not sure what the best path is. Any guidance or official updates would be appreciatedInternet (wired and wireless) keeps cutting out even after 2 engineer visits
Hi virgin, Our internet keeps cutting out at random times during the day we've had an engineer check the cabinets, replace the coax cable, replace the hub but it all keeps dropping out. I am unsure what to do anymore as these drop outs are getting ridiculous
Factory reset my hub 5 and not able to access it now.
Having done a 60 second factory reset on my hub 5, I am now taken to https://192.168.0.1/common/first-install-wizard.html when trying to access it however it will not accept the password from the bottom of the router. Any suggestions please. I need to temporarily disable my 5 gHz wifi in order to add some smart devices to my wifi. Thanks in advance for any feedback received.Partial Service (DS Only)
Hello, I have had an error on my router for several months now "Internet - Partial Service (DS Only)", my download speeds are also nowhere near those stated in my contract for what I should be achieving as a minimum, and have not been for several months. I had been in touch with support via online chat and they sent out a new modem, unfortunately; I'm still receiving the same error and have not seen any improvement in download speeds... Would much appreciate someone contact me regarding this. Many thanks.
