No internet for several days. 5x solid red cw8 postcode.
Going round in circles following the idiot (literally in my case) guide. Yes I know the internet is broken. Yes it is powered on and all the connections are the same. Removed all and plugged back per the guides and a solid red persists. I can’t for the life of me get through to the call centre, what is going on? Been down since 29/8 later on in the day I think. how do I report this?NEW PACKAGE - upstream channel missing
HI, so been with virgin since the 90's at multiple addresses, just phoned the diabolical phone number for help and got none and i think lies on recorded call. 2 days ago i renewed on live chat which is never a good idea. so we agreed on 1130 broadband only gig package all agreed, then i get the contract after the fact, which states it is a volt package, which i did not agree to i have transcripts it was for gig1, so im now worried as i have cancelled my o2 monthly sim not a phone deal just sim had it for years till the price got so high it was no longer viable with all the others now. Today they done the update to my router and disaster my upstream has only 1 3.0 docsis channel no 3.1 upstream at all, IP address in 200 miles away again. downstream is ok so i thought here we go again ill just cancel contract as have time, rang vm eventually got through the incredibly long options process, and asked to speak with retention's she said it was but i think it was over seas as it sounded very low and far away you know when its not local, i record all phone calls so no lies can be told and she assured me i do not need o2 sim so ok fine lets proceed, she was nice regardless, but dont know the technical so she transferred me to what i can only describe as a crazy person i tried to describe the issue with upstream he asked about my tv service which i haven't had for years, while making this weird noise over and over again i asked him to stop as i could not understand him without the clicking noises he was making, i asked politely does he know what i am referring too he said yes but did not know what i was talking about, then it went silent and eventually he hung up, he was not technical. Another thing i noticed is my new contract offer was deceptively inaccurate, it stated on my account im currently paying £49 odd when im paying £44.44 after the rises so my new carry on contract was offered as £49 odd i wasnt being charged that, they offered cheaper without my phone line so took that off was assued it wouldnt effect my router is this the cause of my upsteam channel only having 1 docsis 3.0? many thanks. HELP PLEASE. P.S why am i never sent an email about my contract finishing? luckily i checked or i would be losing money as usual. Can someone let me know how to upload modem stats please so it dont say your post contains invalid HTML etc it used to be so easy. [Mod - title edited for clarity]Internet randomly dropping out since service outage.
We had some internet and TV problems last week due to a service outage in our area. On Wednesday the 20th I received a text message saying that the problem was fixed and that everything was up and running. Since then we have had nothing but problems with our internet dropping in and out randomly sometimes for hours at a time, sometimes coming on for 5 minutes and then dropping out again. I have checked all our cables are connected properly. I have reset the Hub 3 multiple times. I have removed all the ethernet cables that were connected to our Hub 3. I have also reset the Hub 3 to the factory settings. Nothing has worked. Usually the hub 3 shows a solid green light at the bottom, the up/down arrows flash green and the WIFI symbol stays solid green. Other times the bottom light flashes green, the up/down arrows aren't lit and the WIFI symbol stays green. It can switch back and forth between this light show for hours or sometimes just 10 minutes. We've been trying to keep track of the rough up and down time of the internet connection. This is from Monday 26th August. Off first thing in the morning. ON 10:18AM OFF 11:20AM ON 11:36AM OFF 12:20PM ON 12:40PM OFF 12:58PM ON 1:05PM OFF 1:24PM ON 1:55PM OFF 4:57PM ON 6:00PM OFF 6:10PM ON 6:14PM OFF 7:49PM ON 7:57PM OFF 8:01PM ON 9:09PM OFF 11PM Every day before Monday is like this on and off randomly all day. I did login to the router a few times after the internet had come back on and managed to get these from the logs: 25/08/2025 13:34:50 critical No Ranging Response received - T3 time-out;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:34:19 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:59 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:56 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:40 critical No Ranging Response received - T3 time-out;CM-MAC=b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:39 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:56 critical No Ranging Response received - T3 time-out;CM-MAC=1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:55 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:18 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:16 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:27:14 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:25:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:21 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 Warning! RCS Partial Service;CM-MAC=1:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:5 Warning! RCS Partial Service;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:00:28 Warning! RCS Partial Service;CM-MAC=182;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=1b;CMTS-MAC=04:;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:14 Warning! RCS Partial Service;CM-MAC=18b;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:6 critical No Ranging Response received - T3 time-out;CM-MAC=8:ab;CMTS-MAC=04;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:10:46 Warning! RCS Partial Service;CM-MAC=18:ab;CMTS-MAC=01a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:40 critical No Ranging Response received - T3 time-out;CM-MAC=18:ab;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:37 Warning! Lost MDD Timeout;CM-MAC=18:ab;CMTS-MAC=04:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:33 Warning! RCS Partial Service;CM-MAC=1b;CMTS-MAC=7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:30 Warning! RCS Partial Service;CM-MAC=18;CMTS-MAC=04::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:55 critical No Ranging Response received - T3 time-out;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:52 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:14 critical No Ranging Response received - T3 time-out;CM-MAC=18b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:47 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:45 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=181a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:35 critical No Ranging Response received - T3 time-out;CM-MAC=18c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:49:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:48:29 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:49 critical No Ranging Response received - T3 time-out;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:48 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:46 critical No Ranging Response received - T3 time-out;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:44 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:352;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:14 critical No Ranging Response received - T3 time-out;CM-MAC=1b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:59:23 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:35 critical No Ranging Response received - T3 time-out;CM-MAC=c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3M-QOS=1.1;CM-VER=3.0; 25/08/2025 20:56:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:55:58 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=15 20:54:27 critical No Ranging Response received - T3 time-out;CM-MAC=18:a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:54:24 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:29 critical No Ranging Response received - T3 time-out;CM-MAC=18CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:27 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=12;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:50:32 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:49:59 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35:c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:48:19 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; I'm hoping someone knows what the hub was trying to do and failing. And why at one point the Hub 3 thought it was 01/01/1970. Though I'd try here first before ringing as it's a lot easier to post some of the information than explaining over the phone. It's also hard to get time to ring during the working week. I've tried to find as much info as I can get but if there is anything else that would be helpful just let me know and I'll try to get it. Any help would be great as I've been customer since the Telewest days and never really had many problems with any of our services. Posting this using my phone as a WIFI hotspot as the Hub3 currently has a solid green bottom light, a flashing green up/down light and a soild green WIFI symbol. Thanks. [Mod - MACs removed for security]Without internet for over 10 days
Last monday (11th August) - my Virgin media modem started flashing a red light, no matter what I did - it wouldnt go away. I called the helpline and was given a technician visit date of 21st August. I still couldnt believe that Virgin Media would expect a customer to stay without internet for 10 days. Anyway - today a technician arrived - only to find out that someone had cut the fibre cable in the manhole. I wasited 10 days to find this out - now Virgin Media - are sending someone else over to try and fix this. No ETA - nothing. No attempts to try and expedite a solution for a customer who is without internet for so long. Not really sure what to do now. I am trying to cancel my connection with VM (to get a diff connection) and they are saying they'll charge me a cancellation fee of 250 odd. So they wont fix my connection and wont let me leave either. Very disappointed.Availability - Neighbours can get connected why can't I?
I live in Oakham and when I search my postcode one of the addresses on my road comes up and apparently can even get 2 gigabit, meanwhile my address doesn't show up and I get 40mbps on a different provider. What gives? Can I speak to someone to get connected? I work from home so having a stable, fast connection would be really helpful.Need urgent help, Brown box outside home has been damaged and taken
Tried to reach customer support and the bot doesn't seem to understand a damn thing and just hangs up, who can I call to actually get some help? I'd like to ensure the engineer that's coming on Saturday is fully aware of the fault, because it looks like my neighbour smashed it from the wall and thrown the box away, and I can't even see the cable that came from the street. I was told to also come to the forums for a chance... Thanks for the help and assistVM Hub 5x flashing red light
Had 1 gig fibre for a few months now, every now and again the internet goes down and a reset normally fixes it. Came home from work to no internet and the hub flashing red, and after 4 hours of messing with it, I'm still without any connection. Followed the guidance through through the my VM app, and ended up stuck in a loop where it said my Hub wasn't connected correctly, so I would carry out the steps it said, only to be told it wasn't connected correctly and to do it all again - I foolishly did this 4 times... to no avail. Tried ringing customer service on 3 occasions, ended up stuck in a loop again, with the automated service saying the same thing over and over, saying I'll get a message if I have any more problems - I never did. Opened various chats in the 'message us' section, no one ever responded. Sent in a WhatsApp, no one responded. It's almost like VM don't want their paying customers contacting them, and make it impossible to do so. So now I'm stuck with no internet, having only gone with VM for quicker connection for Sky Glass, and I work from home a lot too. Firstly, send an engineer to fix my internet, and secondly, make it easier for customers to contact you in times of need please VM. Matt.Blinking red light on Hub 5x and
My Hub 5x lost connection yesterday and the red light is flashing. I've restarted it several times but that hasn't helped. Engineer visit booked for Tuesday next week but I can't wait that long. My wife and I both work from home so this is a nightmare. I even ordered a new fiber optic cable in case that was causing the issue as the original one is slightly damaged. Is there anything I can try?Brand new router no internet connection
I have just received a new router as I have moved into a new house. I’ve followed all the instructions perfectly, the router is connectable but has no internet connection. I’ve followed all the troubleshooting steps but nothing changes. The router boots up with a green light and the wifi symbol is shown, once the connection is discoverable it turns to a white light. Any ideas?
