Completely Dead Router
Please can an agent help me, I am aware that there is a service issue in the area until the 8th of this month and have already rung in. My problem is that I came home from work, my surge protector/extension lead had died and, when replaced, so had my router. By dead I mean there is no longer any lights on the router at all, as if the fuse has blown. It's not attempting to find service , it doesn't have a white, green or red light, it doesn't have any lit up or blinking icons, it is just dead. The woman on the phone has told me that until the area is fixed as this is surely the issue, they can't do anything, but the problem is, I have a week off this week, I have had to pay £20 for EE's hotspot for 5 days, and sending a replacement router now would mean working Internet as soon as it's fixed in the area, as all my neighbours still have their routers showing, meaning mine is well and truly dead. Making me suffer until the 8th, to then wait 3 days for a new router seems counter productive. There are at least 3 virgin routers running with service within the 6 houses around me. So either it needs a new plug or it needs a new box because they all have a running service, whether intermittent or not. I really dont want to spend a whole week this week running on 1mb download speed.Virgin Hub 5 Ethernet ports not working with CCTV
Hi I recently changed my hub 5 to another hub 5. Previously the Ethernet ports were perfectly fine and cameras cctv were working all good. Now all of a sudden the remote camera viewing has gone offline and Ethernet ports are not flashing behind the router. I have tried diff Ethernet cables and same issue. It’s a hub 5 and hik vision cameras. Please help. Thank you
Multiple Small Loss of Connections Back to Back
Hi, I've been experiencing generally OK service for years but in the last 12 months have noticed the quality dropping in the form of multiple connection drops that happen throughout the day (seem to happen more frequently on the evening). I have even upgraded from 250M to 500M (at a significant price increase) and no effect. I believe my downstream power dBmV is on the high side after looking at other posts. For information I recorded 11 such drops just within 22:56 and 23:20 on 30th Sept 2025. It seems to happen most prominently with online gaming where packet-loss/connection-loss is much more noticeable, losing connecting whilst streaming tends to get away with it due to read-ahead buffering but we have experienced this using YouTube and Netflix also on separate occasions. I'm kind of stuck with where to go from here, I simply don't have time to sit on a support call for over an hour during the day due to work, only time I get free is after 10pm. My network setup is Virgin router (Hub 4) in modem mode (no other config change) Google Wifi Mesh Network connected via Eth The errors I am recording are coming from both hard wired (Eth to Router to Modem) and over WiFi. Logs in the Google mesh puck report loss of internet connection during these windows. Steps I have taken Checked wired connections on prem to house and internally to router/mesh/devices Factory reset Virgin router & Wifi Mesh Replaced Wifi Mesh with different device Factory reset Virgin router and used as Wifi (removing Google Mesh from network) Upgraded my service from 250M to 500M (no improvement) Will post additional info shortly.Internet keeps dropping off for a minute or so
Hello! My internet keeps dropping off throughout the day for a minute or so, both wired and wireless. Tried support and got nowhere. The issue only appeared or started occurring after I upgraded my internet package and got the superhub 5. Support noted that i have had 72 disconnects in the month of june but have been unable to resolve my very frustrating issue. Here are the info from the network log on my router. Mod Edit: Personal information removed 03-07-2025 16:57:54 notice 03-07-2025 16:54:06 notice 03-07-2025 09:12:35 error 03-07-2025 02:37:41 critical 02-07-2025 21:00:50 notice 02-07-2025 20:58:34 notice 02-07-2025 20:27:10 notice 02-07-2025 20:20:27 notice 02-07-2025 19:31:58 notice 02-07-2025 19:29:09 notice 02-07-2025 19:19:49 notice 02-07-2025 19:11:39 notice 02-07-2025 19:09:32 notice 02-07-2025 19:08:21 notice 02-07-2025 19:06:22 notice 02-07-2025 19:01:56 notice 02-07-2025 19:01:18 notice 02-07-2025 19:00:48 notice 02-07-2025 18:58:01 notice 02-07-2025 18:40:15 notice 02-07-2025 18:04:36 notice 02-07-2025 18:03:21 notice 02-07-2025 18:01:14 notice 02-07-2025 18:00:19 notice 02-07-2025 04:48:28 notice 02-07-2025 04:44:36 notice 02-07-2025 04:43:27 notice 02-07-2025 04:41:39 notice 02-07-2025 04:38:32 notice 02-07-2025 04:34:29 notice 02-07-2025 04:24:26 notice 02-07-2025 04:12:03 notice any other information needed please let me know and hopefully i can get my internet working properly again. Thanks!WiFi pod taking out WiFi!
Hi All I’ve had a WiFi pod for around 6 months to help boost signal in several rooms and in the last few weeks, it seems to be interrupting the WiFi signal from my hub and doing the exact opposite to what it’s meant to do! Done the usual resetting etc and have turned it off for a week as the constant wifi interruption was annoying. I’ve turned the pod on again tonight and within 10 mins, my WiFi was down. New pod needed? Is this a known, ironic quirk of these pods? Any advice appreciated! ThxGreen flashing light. No internet. Hub 5
I had a network outage in the area so registered for updates. I was notified they were fixed so came home and restarted my router. It was flashing green for ages and not connecting, so I restarted. I called up virgin and they went through troubleshooting. No help. So now I’m waiting days for a technician! And days of work wasted. Can someone give me hope? Should I leave it? Or switch it off for a while? Green flashing is an update, but it’s been doing it for hours. Can it not connect to the internet and download/ update?No internet connection
Have just reconnected my WiFi hub 3.0 with new cables after a property move and it is showing as having no internet connection. After checking service status it is saying that it isn’t installed. White light is on at the bottom but WiFi and arrows lights are not on. Cannot get through to anyone on the phone at this moment.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 status