Forum Discussion
- Beth_GForum Team
Hi HUGH_EFFO
Thanks for your post - sorry to hear your connection has been a bit unstable recently.
I've had a look at this end and it looks like a lot of your downstream channels are out of spec, so we'll need to organise for an engineer to come and check it out.
I've dropped you a PM so I can help you further with this 😊
- Beth_GForum Team
Hi HUGH_EFFO
Thanks for getting back to me with your details via PM.
I've gone ahead and booked in an engineer appointment for you.
There’ll be no charge for this visit unless:
- The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
- You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.
Otherwise, the appointment would be free of charge.
The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.
If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.
Let us know how the visit goes and if you need anything else 😊- HUGH_EFFOUp to speed
Hi
Engineer came this morning, did not understand what the issue was. I showed him your message, but he did not know what it meant. He replaced some of the connections and swapped out the Hub 5 for a new one, and left. Ill see what the BQM looks like tomorrow. Checked last nights and still getting the re-boot of the Hub 5 at around 2am every night.
- AdduxiVery Insightful Person
Post the power levels, Pre and PostRS errors and network log from the Hub please.
Also try a 60 second factory pinhole reset as below, to refresh the firmware;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.- HUGH_EFFOUp to speed
I reset everything yesterday. No reboot last night, but did get a load of T3 errors on one of the upstream channels.
- jbrennandVery Insightful Person
Do this..
---------
Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages.
Don't worry too much about the formatting it should be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
- HUGH_EFFOUp to speed
so after a few days without any reboots. Last night the hub 5 rebooted again @ 2:36am. Same issue "Reason Uknown". If this is VM just doing some kind of maintenance, can you just let me know, and I wont bother trying to chase down the problem.
cant post power levels, as my hub 5 is in Modem Mode, and apart from screenshot you cant copy the data.
- HUGH_EFFOUp to speed
Here are all my current levels
DOWNSTREAM
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1 331000000 3 40 QAM 256 25 2 139000000 5.7 39 QAM 256 1 3 147000000 5.5 39 QAM 256 2 4 155000000 5.2 39 QAM 256 3 5 163000000 4.9 39 QAM 256 4 6 171000000 4.5 39 QAM 256 5 7 179000000 4.4 39 QAM 256 6 8 187000000 4.4 39 QAM 256 7 9 195000000 4.4 39 QAM 256 8 10 203000000 4.2 39 QAM 256 9 11 211000000 4.2 39 QAM 256 10 12 219000000 4.1 39 QAM 256 11 13 227000000 3.9 39 QAM 256 12 14 235000000 3.8 39 QAM 256 13 15 243000000 3.7 39 QAM 256 14 16 251000000 3.6 39 QAM 256 15 17 259000000 3.7 39 QAM 256 16 18 267000000 3.8 40 QAM 256 17 19 275000000 3.9 40 QAM 256 18 20 283000000 4.1 40 QAM 256 19 21 291000000 4.2 40 QAM 256 20 22 299000000 4.1 40 QAM 256 21 23 307000000 3.9 40 QAM 256 22 24 315000000 3.7 40 QAM 256 23 25 323000000 3.4 40 QAM 256 24 26 339000000 3 40 QAM 256 26 27 347000000 3.3 40 QAM 256 27 28 355000000 4 40 QAM 256 28 29 363000000 4.7 41 QAM 256 29 30 371000000 5.1 41 QAM 256 30 31 379000000 5.5 41 QAM 256 31 3.0 Downstream channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1 Locked 40 2 0 2 Locked 39 0 0 3 Locked 39 0 0 4 Locked 39 0 0 5 Locked 39 0 0 6 Locked 39 1 0 7 Locked 39 0 0 8 Locked 39 0 0 9 Locked 39 1 0 10 Locked 39 0 0 11 Locked 39 0 0 12 Locked 39 0 0 13 Locked 39 1 0 14 Locked 39 1 0 15 Locked 39 0 0 16 Locked 39 1 0 17 Locked 39 1 0 18 Locked 40 1 0 19 Locked 40 1 0 20 Locked 40 0 0 21 Locked 40 1 0 22 Locked 40 0 0 23 Locked 40 1 0 24 Locked 40 1 0 25 Locked 40 1 0 26 Locked 40 1 0 27 Locked 40 2 0 28 Locked 40 1 0 29 Locked 41 1 0 30 Locked 41 1 0 31 Locked 41 1 0 3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)41 94 4K 1840 QAM 4096 1108 3.1 Downstream channels
Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)41 Locked 42 3.3 310848496 0 - HUGH_EFFOUp to speed
UPSTREAM
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID0 49600000 45.8 5120 QAM 64 1 1 43100000 46 5120 QAM 64 2 2 36600000 46 5120 QAM 64 3 3 30100000 46 5120 QAM 64 4 4 23600000 45.8 5120 QAM 64 5 3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts0 ATDMA 0 0 0 0 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0 3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation11 11 40.7 2K QAM 256 3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts11 OFDMA 220 74000000 0 0
- HUGH_EFFOUp to speed
Re-boot again last night, that makes two days in a row, all around the same time. Ive done a complete reset on all my kit again, yesterday, but no change. Could it be a firmware update, that somehow is failing to run correctly, resulting in the hub 5 rebooting ?
The main problem im getting is my house alarm is hooked up to the internet, and my provider keeps getting notifications that they have lost connection, so send me an alert
I dont think this is a hardware fault, as this is the 2nd Hub 5 fitted, and both had the same issue.
- HUGH_EFFOUp to speed
Reboot again last night, thats Three days on the trot.
Has VM any idea whats causing them ?
- Zach_RForum Team
Hi HUGH_EFFO,
Thanks for getting back to us via private message so that we could look into this for you. As we discussed there, a technician visit has now been scheduled and booked.
I'm unable to confirm the date/time of the booking publicly, but this can be checked and managed via the My Virgin Media online account. It may not appear straight away, but after an hour or so it should update and show it.
A fault technician visit is free of charge unless one of the below instances apply:
• You are not present for the technician visit.
• The fault is due to your own equipment.
• The fault is due to damage caused by yourself or someone at the premises which we were not aware of.
• The fault is due to theft, loss, or removal of equipment.
If any of the above apply, there will be a £25 charge which will be added to the next monthly bill.
You can find more information about this here.
Let us know how the visit goes either way.
Thanks, - HUGH_EFFOUp to speed
So here we are 6 weeks later. I have had three engineers, two hub 5's and a hub 4, and still getting re-boots every Tues, Weds and Thurs Morning between 2:00am-2:50am. The issue is my internet is tied to my security system, and they keep sending me alerts in the middle of the night saying my alarm system is offline.
Not sure what to do next.
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