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 😊
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.Tp Link Extender
Hi, We have had a tp link extender for years. There has been a lot of disruption outside with the Lightspeed network being setup. At 9pm last night all our devices were kicked off our WiFi network and we had to input passwords again. The VM network is working but we cannot reconnect to the extender. It keeps saying wrong password and connected without Internet. I have spent 2 hrs, this morning, trying to reconnect the extender without any luck. I am not technical in any way. Is it coincidental that network people were working (directly outside our house) yesterday. Our tvs were connected to the extender and the standard home network doesn't even come up in a search (on the TV devices). What's happened here? I am only 1 month into a new 2 Yr contract with virgin.Suggestion: Move "Show" Button Out of Password Textbox
Not sure who sees this, but since Safari can autofill passwords, I suggest moving the "Show" button out of the password textbox on the Hub5 router login page. Currently they overlap, meaning you can't reach the Safari autofill button. Additionally, as is standard with on/off features, consider making this a standard checkbox/switch for improved accessibility.Accessing settings in my hub 5
Since having my wifi upgraded I have managed to reconnect all my smart plugs but I have 3 smart bulbs which aren’t connecting. I’m trying to access the hub settings to temporarily turn of the 5ghz as these bulbs will only connect to 2.5ghz my problem is the hub password printed on the bottom of the hub isn’t working. Keeps saying it’s incorrect.Connect App unable to find Hub 5
I want to use the Virgin Media Connect App to review the WiFi signal strength in order to make use of the WiFi Guarantee on my package (we have some low signal areas and I want boosters). I am connected to the Hub 5. I can access it's settings etc and see what devices are connected. I have made sure that it is in router mode. I do not have a vpn. I am using the internet via the Hub 5 (it is obviously working in order to post this message...). Yet the VM Connect App will not see the Hub 5 and keeps asking me if it is installed correctly. When I try to order boosters online it directs me to the VM Connect App. So I am unable to make any progress until this is resolved.Possible hub issue?
Hi. I have Hub5x which is now about 2 years old. Recently I started having issues with some streaming services. YT and Spotify works fine but I can't listen to any internet radio. When I do online check it tells me it can't connect to my equipment. I'm assuming that is not normal?Issues accessing internal server services after Hub 5 upgrade
Hi there, I recently upgraded from a Hub 3 to a Hub 5 due to ongoing network issues with the Hub 3, which was dropping in and out throughout the day, making websites difficult to load. My connections were checked, refurbished, and cleaned to ensure there were no underlying issues. After the Hub 5 was installed, I manually updated my server’s static IPs to match the new subnet, since the Hub 5 doesn’t allow changing the subnet. Since doing this, I’ve been unable to access any of my server services via their internal proxy. I initially thought it was a software issue and tried an alternative proxy solution, but the problem persisted. As a result, several services cannot communicate with each other, as their URLs appear down. To rule out my server being at fault, I tested with another inexpensive travel router. When plugging my server into it, everything worked immediately with no configuration changes required, confirming that the issue is caused by the Hub 5. I also performed troubleshooting with nslookup and found the following: On my network, queries to my server fail with: communication error to 8.8.8.8#53: timed out no servers could be reached This is unusual because the Hub 3 never caused issues like this. When I enable a VPN with local network access, nslookup works on the first attempt, and all reverse proxies function correctly. Despite this, I still cannot access services via their URLs on the internal network, and services cannot communicate with each other using these URLs. Screenshot of nslookup results: top shows queries over normal Wi-Fi (failing), bottom shows queries over Wi-Fi with VPN + local network access (succeeding). Has anyone else experienced similar issues after upgrading to a Hub 5? Could there be a Hub 5 setting or restriction causing this internal DNS/proxy problem? Any advice would be greatly appreciated. Thanks in advance!VM Connect App showing Hub Not connected
Hi, Yesterday (11th October) I received a Black WiFi Pod. When I plugged that in on the VM Connect app the Hub 5 and Pod were showing as connected and I could see all the devices. Although the white light was flashing the pod so I rang up support and they said to plug the pod next to the Hub and leave it for 24hrs. Today (12th October) I moved the Pod where I want it to be. However, on the VM Connect app it's saying it can't find the Hub 5. I rang support up again, and they advised it's a known issue with the app and went through the set up process again. I've rebooted the main hub multiple times and the app still hasn't updated. See attached screenshots of the app. All devices are connected and the internet is stable & working. Any help and advice would be appreciated. Thanks
