Hub keeps going off / updating
I’m on a Hub 3.0 and everything was perfectly fine until about 3 or 4 days ago. I upgraded my Virgin Media plan from M350 to M500 since I was on a rolling contract, and ever since the change the hub keeps shutting itself off and then rebooting. It’s already happened four or five times while I’ve been home, and my family said it’s also happened a couple of times when I wasn’t around. Each dropout takes a good ten to fifteen minutes before the connection comes back, sometimes longer. At first I assumed it was the hub being updated for the new plan, but this has been going on for days now. When upgrading I believe I was informed the new plan would start from 11th December. As we speak, the connection was lost 10-15 mins ago and I'm using my mobile hotspot to drop this message. Can someone from VM check what’s going on their end?
Broadband outage since 20.11.25 in HX7 - any insiders know why?
I’m in West Yorkshire (hX7) and my broadband has now been down since 20th November due to an outage in our area. Virgin Media keeps giving me daily “it’ll be fixed by X time” estimates, but every time the deadline passes the fix time just gets pushed back again. I finally got a fault reference (F012083365), but the automated text updates are now giving me completely unrealistic placeholder repair dates like 29/11/2025 and 01/12/2025, which obviously aren’t genuine engineer estimates. It feels like the system is just looping without any real update or engineer activity. I’ve spoken to WhatsApp support, web chat, and phone support, but I keep getting copy-paste answers like “an engineer is on their way” or “external damage by a foreign element,” with no actual detail about what’s happening or when it will realistically be resolved. Is anyone else in the area experiencing the same outage? Or does anyone here who works/has worked for Virgin Media know what this usually means? Is this the kind of long-term fault where they’re waiting on contractors or permits, or is it more likely that the job is stuck in their system? Any insight would be massively appreciated the lack of real communication is the most frustrating part.Hub 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 appreciatedHub 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 helpIntermittent service after multiple engineer visits
I'm writing here as I feel I have exhausted any possible avenues through customer services over the past 6 months or so, and I'm currently stuck in an endless loop. After my most recent call today I have a logged yet another complaint, but it seems that the only resolution suggested is to send a third engineer from the same team. For context, I'm running my Hub 5 in modem mode with a third party router, but I've confirmed the issue is still present when using the Hub 5 as a router. To summarise the current situation: At random intervals (this can happen multiple times in a day, or not at all for days) my connection will drop. This typically shows as T3 timeouts (often on all consecutive channels) in the network logs. There is no pattern that I have been able to ascertain. The connection will resume after a minute or so without any action needed, but obviously the the loss of connection will impact on anything I am currently doing (work calls, typically). The quality of my service other than this is fine, and I have no issues with speed or network quality outside of this particular issue. I can't put my finger on when the issue first started occurring, but there have been no changes to equipment or in the house since the connection was originally installed. After doing the usual troubleshooting and confirming there were no apparent issues on my end, the first engineer was sent out. The first engineer rebalanced the signals, as some of the power levels were out of spec. A check was also done on all of the equipment internally and externally. The problem still occurred despite this. After waiting a month or so, I escalated again and a second engineer was sent. The second engineer confirmed the quality of all of the cables and connections, and that there were no apparent issues with my equipment according to their tests. They did check the cabinet and informed me that one of the connections in there was loose (not even finger tight) and that they had rectified that. Unfortunately, the problem has persisted. Ahead of posting this, I set up Broadband Quality Monitoring and waited for the issue to reoccur. This morning it has happened twice, which I believe is reflected there. I've attached images from today of an example of the issue in the logs, as well as the information from the router, the BQM and the results from SamKnows. Removed all IPs and MAC addresses in the images. Any help would be greatly appreciated as customer services have essentially told me there is no issue that they can see.Internet (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
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 😊No internet every night after 1800hrs
For past 4 days internet has been working fine during the day. Around 1800hrs the internet speeds start to lag then by 200hrs is non-existent. Router (Hub 5) in use. 360 media box says there’s no connection. Lots of error codes when trying to access anything. Download speed checks show substandard. RG4 area. So bad that I’m posting this using 5G as cannot use wifi. Even when router says it’s connected (solid white light), no one’s devices detect it which clearly shows it’s not working. Shambles. For price being paid this is unacceptable. Virgin you need to sort this out.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.
