Hub 5 Stats and Levels - potential issues?
I’m looking for some advice and, if it warrants, an engineer visit, as my Hub 5 stats suggest an ongoing downstream DOCSIS 3.1 issue. Background I moved into this property about a year ago and brought my Virgin Media service with me from my previous house. During renovation work, my builder offered to run some NX100 coax that I had previously used to extend Sky Q cabling. This was run under the floor and terminated with compression connectors, so I could locate my Hub 5 in an under-stairs cupboard. At the time, I didn’t think much of it. My setup Hub 5 in modem mode OPNsense router with VLAN separation 24 port managed switch Ceiling mounted AP upstairs Over time, I’ve had repeated issues with Sky Stream boxes, including slow channel loading and general instability, which led to multiple replacement boxes. That made me start looking more closely at the Virgin Media connection rather than the Sky hardware. After checking the web and forums, I realised that extending the internal coax like this isn’t officially supported, as Virgin use specific cable and connectors to maintain signal quality and could be the reason for my sky issues. Current cabling layout The Virgin feed into the house is split externally. One leg goes into the living room (this is the run that was extended internally using the NX100 cable). Another leg runs around the front, side, and back of the house, then splits again to feed the two rear bedrooms. To rule out the internal extension, I’ve now moved the Hub 5 upstairs and connected it directly to the original outlet there. I’m using Cat6a throughout the house, so router location isn’t an issue. Since doing this, the connection does feel more stable. This might be placebo, but I’m seeing fewer post RS errors than when the hub was downstairs. That said, the downstream DOCSIS 3.1 channel still appears to be struggling, and upstream power levels are on the high side. Hub details Hub 5 Uptime: ~4.5 days Issue observed The DOCSIS 3.1 downstream OFDM channel is showing extremely high uncorrectable error counts over a relatively short uptime. DOCSIS 3.0 channels look broadly healthy by comparison. Correct me if I'm wrong but from what I understand, this OFDM channel carries most of the traffic on a 500 Mb service, so this would explain intermittent performance issues even when speed tests sometimes look acceptable. I’ve now removed the non-standard internal coax run from the equation, but the error rate suggests there may still be a signal or noise issue either on the external cabling, splitter configuration, or at the cabinet. I’ve pasted my full downstream and upstream stats below. Modem stats 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 515000000 -5.4 38 QAM 256 48 2 139000000 0.6 39 QAM 256 1 3 163000000 0.8 38 QAM 256 4 4 171000000 -2.2 39 QAM 256 5 5 195000000 -3.2 39 QAM 256 8 6 203000000 -2.2 39 QAM 256 9 7 227000000 -2.9 39 QAM 256 12 8 235000000 -3.5 39 QAM 256 13 9 259000000 -3.9 39 QAM 256 16 10 267000000 -3.8 39 QAM 256 17 11 275000000 -3.1 39 QAM 256 18 12 283000000 -3.0 39 QAM 256 19 13 307000000 -3.2 39 QAM 256 22 14 315000000 -3.7 39 QAM 256 23 15 339000000 -4.2 39 QAM 256 26 16 347000000 -3.4 39 QAM 256 27 17 371000000 -3.6 39 QAM 256 30 18 379000000 -4.7 39 QAM 256 31 19 403000000 -5.3 38 QAM 256 34 20 411000000 -5.3 38 QAM 256 35 21 419000000 -4.7 38 QAM 256 36 22 427000000 -5.6 38 QAM 256 37 23 435000000 -5.6 38 QAM 256 38 24 443000000 -4.7 38 QAM 256 39 25 451000000 -5.7 38 QAM 256 40 26 459000000 -5.8 38 QAM 256 41 27 467000000 -5.2 38 QAM 256 42 28 475000000 -5.8 38 QAM 256 43 29 483000000 -5.6 38 QAM 256 44 30 491000000 -5.3 38 QAM 256 45 31 499000000 -5.9 38 QAM 256 46 32 507000000 -6.0 38 QAM 256 47 Channel Locked RxMER Pre RS Errors Post RS Errors 1 Locked 38 152336 216 2 Locked 39 1984722 246752 3 Locked 38 1503549 36867 4 Locked 39 2511397 309765 5 Locked 39 29896 3641 6 Locked 39 13719 1521 7 Locked 39 11052 1702 8 Locked 39 11813 914 9 Locked 39 7555 1156 10 Locked 39 7360 1034 11 Locked 39 9674 862 12 Locked 39 15196 1574 13 Locked 39 21596 2291 14 Locked 39 7633 848 15 Locked 39 2701 219 16 Locked 39 2544 350 17 Locked 39 4043 693 18 Locked 39 5688 240 19 Locked 38 22827 429 20 Locked 38 28284 544 21 Locked 38 34259 279 22 Locked 38 33851 217 23 Locked 38 33658 157 24 Locked 38 40376 430 25 Locked 38 47853 417 26 Locked 38 59408 344 27 Locked 38 72374 159 28 Locked 38 76705 249 29 Locked 38 89224 356 30 Locked 38 92496 342 31 Locked 38 100102 57 32 Locked 38 129376 111 3.1 Downstream channels Channel Width (MHz) FFT Active Subcarriers Modulation First Subcarrier (Hz) 159 94 4K 1840 QAM 4096 1108 Channel Locked RxMER PLC Power (dBmV) Corrected Errors Uncorrectable Errors 159 Locked 0 -11.9 72588512 1870611403 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate Modulation Channel ID 0 49600000 51.3 5120 QAM 64 9 1 43100000 50.0 5120 QAM 64 10 2 36600000 52.0 5120 QAM 64 11 3 30100000 51.0 5120 QAM 64 12 4 23600000 50.3 5120 QAM 64 13 3.1 Upstream channels Channel Width (MHz) Power (dBmV) FFT Modulation 14 10 44.7 2K QAM 256 I’d appreciate someone from Virgin Media taking a look and, if needed, arranging an engineer visit to properly check signal levels, splitters, and the DOCSIS 3.1 downstream path.
Too Many Disconnections!
Back again, in desperation! I've been having problems for months, but in the last few weeks it has become progressively worse. After an engineer visit new Hub 5 and (apparently!) a new connection at the cabinet, it has actually gotten worse. I have requested an outdoor survey, as all the equipment in my house has recently been replaced and have another engineer visit provisionally booked for 22 December. However, I am now at the point where I will be requesting an early exit from my contract, as this really is unacceptable. My previous request for help were not progressed as I was running my hub in modem mode, so I have now switched it back to router mode in the hope that some kind of diagnosis might be possible. Here are my logs from less than 12 hours of uptime System up time 0day(s)11h:14m:39s Cable Modem Status Item Status Type Cable Modem Status Online DOCSIS 3.0 Primary downstream channel Locked SC-QAM Channel Overview Downstream Upstream DOCSIS 3.0 channels 31 5 DOCSIS 3.1 channels 1 1 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 163000000 7.5 43 QAM 256 4 2 155000000 8 42 QAM 256 3 3 171000000 7.3 43 QAM 256 5 4 179000000 7.2 43 QAM 256 6 5 187000000 7.1 43 QAM 256 7 6 195000000 7.3 43 QAM 256 8 7 203000000 6.9 43 QAM 256 9 8 211000000 6.8 43 QAM 256 10 9 219000000 6.4 43 QAM 256 11 10 227000000 6.2 42 QAM 256 12 11 235000000 6.2 42 QAM 256 13 12 243000000 6.1 43 QAM 256 14 13 251000000 5.8 43 QAM 256 15 14 259000000 5.8 43 QAM 256 16 15 267000000 5.4 43 QAM 256 17 16 275000000 5.3 42 QAM 256 18 17 283000000 5 42 QAM 256 19 18 291000000 4.9 42 QAM 256 20 19 299000000 5 42 QAM 256 21 20 307000000 5 42 QAM 256 22 21 315000000 4.7 42 QAM 256 23 22 323000000 4.7 42 QAM 256 24 23 331000000 4.4 42 QAM 256 25 24 339000000 4.6 42 QAM 256 26 25 347000000 4.6 42 QAM 256 27 26 355000000 4.4 42 QAM 256 28 27 363000000 4.5 42 QAM 256 29 28 371000000 4.6 42 QAM 256 30 29 379000000 4.3 42 QAM 256 31 30 387000000 4.4 43 QAM 256 32 31 395000000 4.3 42 QAM 256 33 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 43 1305039 326305 2 Locked 42 447669 51730 3 Locked 43 1099552 1437186 4 Locked 43 1427030 1538202 5 Locked 43 830628 1408003 6 Locked 43 23039 45053 7 Locked 43 25310 49669 8 Locked 43 655 86 9 Locked 43 276 45 10 Locked 42 255 103 11 Locked 42 160 109 12 Locked 43 163 96 13 Locked 43 154 110 14 Locked 43 104 37 15 Locked 43 163 8 16 Locked 42 134 26 17 Locked 42 187 0 18 Locked 42 720 49 19 Locked 42 456 16 20 Locked 42 236 0 21 Locked 42 117 0 22 Locked 42 86 0 23 Locked 42 71 0 24 Locked 42 82 0 25 Locked 42 87 0 26 Locked 42 86 0 27 Locked 42 91 0 28 Locked 42 85 0 29 Locked 42 96 0 30 Locked 43 73 0 31 Locked 42 57 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37 Locked 0 3.0 212999039 0New 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 😊My neighbour recently got connected but I'm not eligible for some reason
Hi, I've been actively trying to get Virgin to come connect my house for years now. Filling in the form showing interest dozens of times but have had no success in the 10+ years of living at this property. Recently my neighbour inquired about getting Virgin and had to get permission to have Virgin come and potentially run the line across my property. This has now come and gone and I know that my neighbour has access now. I've called to the customer support team to try and get an engineer out to survey/connect my property but only get transferred from department to department with nobody knowing what to do in this situation. Allegedly an engineer came out and decided it wasnt economically viable to pursue connecting the property but how come my neighbour who's further from a main road has been connected? I'd greatly appreciate any help in this matter. Thanks.Moved from Sky to Virgin Media
Hi I've recently joined Virgin Media and now waiting for the equipment to arrive. I read online and when going through the process the following is mentioned "One Touch Switch: What is it and how does it work?" I selected to notify yourselves when I want to Switch across - but how does this work as its extremely difficult and time consuming to get through to an actual person to speak to? Does the Switch happen once my equipment has been activated, or can I install and let you know a specific date that I want my broadband to be switched on and cut off from Sky? Any help would be appreciated since as being a new Customer trying to reach you via telephone is an utter nightmare so far.... Thanks ZackSee 403 forbidden only with Virgin wifi for a ticket website
I want to buy concert tickets from Melon Ticket Global, which is a legal ticketing website in South Korea. I can open the website with my data or with other providers' wifi, but can't open it with the Virgin Media wifi, which is also my home wifi. I saw "403 Forbidden" when I tried to access it with Virgin. Unluckily, I can't use my data inside my flat, thanks to the concrete building :( I think this might be due to that Virgin Media uses its own DNS address. I tried to change my home wifi's DNS to public IPs (Google, Cloudflare), but it still didn't work. I used NordVPN at home, still not working. I kind of doubt that Virgin Media forces me to use its own DNS. Maybe I'm asking too much, but I do feel very inconvenient to go outside to access the website. And I'm still not sure it's Virgin Media banning Melon Ticket Global, or the other way around.Re-routing cable outside property
I have my fibre cable run from the back lane of my property, pinned to an outside wall running along the wall, around a side gate and then around the outside gable wall of the house into the house. I'm having some work done on the gate \ side wall which will need the cable re-routing from where it is, or, the tidier and easier option would be to run a cable from a newly installed cabinet on the street oputside the front of the house. Ive confirmed its a virginmedia cabinet but how do I find out whether its ready to have live installations running from it - it'd be by far the easiest and tidiest option but trying to ask this question through customer services hasnt got me anywhere. Any help appreciated.Is this right?
Image Removed I have M500 package but am almost unable to use the internet at times...is this as bad as it appears to be or am I just not understanding something here? All I get from the app on my phone is that if it's the same in 24 hours virgin will look into this, but its been like this since the weekend at least.Residential address registered as business
Hi, I have been told my address is currently registered as a business address. It’s a 5 bedroom detached property, there is no business here. Customer service and sales have said that they can manually override this, (which is what they have done in the past as there is Virgin HBB and tv currently live at the address), but I would really rather it be changed to residential to avoid having to jump through these hoops! Thanks, Emma
