No Internet and repair date is being pushed
I haven't had internet since Wednesday. The system keeps pushing back the date. I need internet for work and have no idea what is going on. First it was supposed to be fixed on the same day, then two days later and now a week later. I cannot reach any customer service support. What is going on?Hub 5 connection dropping?
Hey. I'm using a Hub 5 on a Gig1 connection, and have a weird issue. My connection will drop without warning, yet the status light on my hub will remain solid white. My phone (attached to the hub) will have a dialing tone yet I cannot successfully dial out or receive calls. I am able to address the hub's web interface and its network status reads "connected" etc. Occasionally it will come back on its own after a matter of hours, but usually I have to reboot or power-cycle the hub to get it to reconnect, after which it will work fine for a few hours. Rinse and repeat. Here's hoping someone can help shed some light on this most peculiar occurrence.Critical error in Hub while in Modem Mode
Hub 5, set to modem mode. Mesh connected and works perfectly for hours. Sudden loss of wifi, unable to resolve until modem is turned off and on at wall. This will repeat twice within a short time frame, then return to functioning. The Hub has been replaced. Attaching logs below Timestamp Level Message 02-09-2025 14:48:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ff:ce:fe:13:30;CMTS-MAC=00:01:5c:74:68:67;CM-QOS=1.1;CM-VER=3.1; 02-09-2025 14:48:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ff:ce:fe:13:30;CMTS-MAC=00:01:5c:74:68:67;CM-QOS=1.1;CM-VER=3.1; 02-09-2025 14:48:23 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ff:ce:fe:13:30;CMTS-MAC=00:01:5c:74:68:67;CM-QOS=1.1;CM-VER=3.1; 02-09-2025 14:48:28 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:48:28 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;… 02-09-2025 14:48:28 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:49:53 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;… 02-09-2025 14:51:50 critical Cable Modem Reboot because of - HW or Power-On Reset 02-09-2025 14:51:52 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;… 02-09-2025 14:52:15 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:32 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:52:33 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:34 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:52:34 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:52:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:53:17 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:53:41 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:54:29 critical 16 consecutive T3 timeouts while trying to range on upstream channel 0;… 02-09-2025 14:54:29 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:54:29 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 15:05:46 critical Cable Modem Reboot because of - HW or Power-On Reset 02-09-2025 15:05:49 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;… 02-09-2025 15:05:56 notice Honoring MDD; IP provisioning mode = IPv4 02-09-2025 15:05:59 warning DHCP WARNING - Non-critical field invalid in response;… 02-09-2025 15:06:01 notice TLV-11 - unrecognized OID;… 02-09-2025 15:06:05 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;… 02-09-2025 15:06:14 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;… 02-09-2025 15:06:19 notice REGISTRATION COMPLETE - Waiting for Operational statusJust lost internet, due to planned maintenance
I've just wasted 30 minutes on the phone to virgin which ended in arranging an engineer visit in 5 days to look at the cause of my outage. Just found out there are Virgin media guys round the corner doing work to the poles. Why don't Virgin warn customers that maintenance work is due to be carried out? I could have made arrangements to work somewhere else.Correct Installation?
Hi We had a Virgin broadband installation around 1 year ago, for some time now, we have been suffering from intermittent connection problems, the VM connect diagnostic app tells us there is a problem, but we have to wait 24 hours before can progress the issue to an engineer and by then it has cleared itself. I was really unhappy with the installation engineer, he was rude, obnoxious and made a real mess. I did report him at the time and left very negative feedback but heard nothing from Virgin. My question is whether our cable splitter, dangling on our outside wall and exposed to rain, water and the elements is acceptable? I am thinking that water ingress could be causing our intermittent problems. What do people think?Virgin Media Area Outage loop - N11 London
I’m at my wits’ end with Virgin Media. For over two months (since 31st May 2025), my broadband has been cutting out regularly. Every time I call or try to book an engineer, I get the same answer: They give a repair date, then either “fix” it for a day or two before the same fault pops up again — sometimes under a new fault ID — and the loop starts over. I went through my text alerts from Virgin and found a ridiculous chain of fault updates. Here’s the pattern just for this summer (those are only the alerts one, there were more in between those): 31 May – 12 June: Fault F011810225 — multiple repair date pushes, “engineer on the way,” “engineer on site,” then “issue fixed.” 24–25 June: Fault F011877105 — same story, marked as fixed. 21 July-25 July: Fault F011910493 . 25 July-31 July: Still issues and an operator ordered a replacement modem which did not solve the problem 3 August: Booked an engineer to fix this issue but this got cancelled for the area fault updated status 3–15 August: Fault F011937562 — constant shifting repair dates (5th, 6th, 8th, 13th, 15th), marked fixed… 15 August (Ongoing): The status has been (Fix( reset but there is intermitting issue when I check the website and I am sure it will re-loop Each “fix” lasts a couple of days at most before it’s back to square one. I’ve even had a technician appointment booked, then cancelled because it was supposedly “a network issue.” This has been going on for over 10 weeks now. I can’t get a proper engineer visit to my property. The “area fault” excuse keeps resetting the clock. Compensation is unclear unless I push for it. I cannot terminate the contract without paying for the exit fee Has anyone else had Virgin keep re-flagging the same problem as “new” to avoid escalation? How did you get them to actually fix the infrastructure, or at least give you consistent service? I’m considering filing a formal complaint and escalating to CISAS, but wanted to see if others have broken out of this loop before.
Internet drops out almost every day
Hi, Since upgrading to the new GIG1 package, our broadband has been dropping offline randomly, mostly in the evenings. Sometimes it takes a good 10 minutes for it to come back online. This is becoming so often that we're becoming frustrated as a few of the important devices take some time to come back online. This imapcts WiFi and hardwired devices. The modem logs state the below when this happens: 28-08-2025 20:22:24 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=MAC1:HERE;CMTS-MAC=0MAC:2HERE;CM-QOS=1.1;CM-VER=3.1; 28-08-2025 20:22:24 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=MAC1:HERE;CMTS-MAC=0MAC:2HERE;CM-QOS=1.1;CM-VER=3.1; 28-08-2025 20:21:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MAC1:HERE;CMTS-MAC=0MAC:2HERE;CM-QOS=1.1;CM-VER=3.1; Looks like there's some issues with the maintenance attempts. Can someone please look into this and ask the relevant team to resolve this issue? Thanks,Hub 5x issues on firmware 7.8.3-2410.5
Hi, Since my Hub 5x auto-updated to firmware 7.8.3-2410.5 (around 20/08/25), my broadband has become unreliable for online gaming. What’s happening: - Games disconnect after 2–10 minutes, every time. - This happens on multiple devices (Iphone and Samsung Galaxy S25 Ultra). - General browsing and streaming seem fine, but anything that relies on a stable connection drops out. - Pings sometimes show duplicate replies and big spikes in latency. What I’ve tried: - Disabled Smart WiFi and split 2.4 GHz / 5 GHz into separate networks. - Locked 5 GHz to channel 36–48 at 80 MHz. - Changed DNS to Google and Cloudflare. - Tested MTU (1472 works fine). - Tried keepalive scripts to hold the connection open. - VPN fixes the problem completely (but obviously I shouldn’t need to use one just to play games). This only started after the 7.8.3-2410.5 update. Before that, everything was stable. Can you confirm if this is a known issue with the latest Hub 5x firmware, and if there’s a fix or workaround? It looks like the router is mishandling online gaming traffic. Thanks.
