No internet on Hub 5

[nabeel]

Hi everyone

I have recently joined virgin (Volt 1 Gig package). It’s been over a month and so far things were very good.

However, since yesterday the internet is playing cat and mouse. Last evening it was gone. Earlier today was ok and in the evening now it has gone blank again. 

so far I have tried the following:

1. Restart the hub

2. reset the hub

3. check fir local problems both in the 0800 number and internet. There are no local issues.

4. Checked that I only have 14 wireless and 2 Ethernet devices connected.

any suggestions would be highly appreciated. I post my downstream and upstream data below:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	4.6	41	QAM 256	25
2	179000000	6.3	40	QAM 256	6
3	187000000	6.1	40	QAM 256	7
4	195000000	6.3	40	QAM 256	8
5	203000000	6.4	40	QAM 256	9
6	211000000	6.4	40	QAM 256	10
7	219000000	6.4	40	QAM 256	11
8	227000000	6.4	41	QAM 256	12
9	235000000	6.4	41	QAM 256	13
10	243000000	6.2	41	QAM 256	14
11	251000000	5.9	41	QAM 256	15
12	259000000	5.7	41	QAM 256	16
13	267000000	5.9	41	QAM 256	17
14	275000000	5.9	41	QAM 256	18
15	283000000	6	41	QAM 256	19
16	291000000	5.7	41	QAM 256	20
17	299000000	5.4	41	QAM 256	21
18	307000000	5.1	41	QAM 256	22
19	315000000	4.7	41	QAM 256	23
20	323000000	4.5	41	QAM 256	24
21	339000000	5	40	QAM 256	26
22	347000000	5.1	41	QAM 256	27
23	355000000	5.3	41	QAM 256	28
24	363000000	5.3	41	QAM 256	29
25	371000000	5.2	42	QAM 256	30
26	379000000	5	41	QAM 256	31
27	387000000	5	41	QAM 256	32
28	491000000	3.7	42	QAM 256	34
29	499000000	3.7	42	QAM 256	35
30	507000000	4	42	QAM 256	36
31	515000000	4	42	QAM 256	37

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	1	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	1	0
17	Locked	41	3	0
18	Locked	41	1	0
19	Locked	41	0	0
20	Locked	41	2	0
21	Locked	40	3	0
22	Locked	41	1	0
23	Locked	41	2	0
24	Locked	41	2	0
25	Locked	42	0	0
26	Locked	41	1	0
27	Locked	41	1	0
28	Locked	42	1	0
29	Locked	42	3	0
30	Locked	42	2	0
31	Locked	42	2	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	38.8	5120	QAM 32	5
1	43100000	38.8	5120	QAM 32	6
2	36600000	38.5	5120	QAM 32	7
3	30100000	38	5120	QAM 32	8
4	23600000	37.8	5120	QAM 32	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	8	0
1	ATDMA	0	0	3	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	3	0

[carl_pearce]

Looks like there could be a local outage.

Check the below site (Select 'Still having issues' / 'Broadband' / 'Test'):

https://www.virginmedia.com/support/help/service-status

[nabeel]

Thanks

i checked yesterday and there was no local outage (checked in the 0800 number as well). It is still a bit temperamental!

[carl_pearce]

Did you do the additional check as mentioned above?

[nabeel]

Sorry I was away travelling for work. Came back home and the problem persists. Now I cannot access Teams via Virgin and am at my wits end on how to fix that.

Could you please elaborate what additional tests to perform?

thanks

[carl_pearce]

I mentioned it in my initial post.

[Steven_L]

Hey nabeel,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, you mentioned that you cannot access Teams, what happens, when you try to access?

Are you getting any error messages? Has anything changed since you last posted?

Kind Regards,

Steven_L