Forum Discussion

HUGH_EFFO's avatar
HUGH_EFFO
Up to speed
2 years ago

A bit unstable the last couple of days

noticed the last couple of days my connection has got a bit unstable, with the red light flashing on the SH5.  Lose connection for a couple of mins then comes back.

Here is my BQM monitor for the last 24 hours

 

 

 

  • 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 😊

  • 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_EFFO's avatar
      HUGH_EFFO
      Up 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.

       

       

  • Adduxi's avatar
    Adduxi
    Very 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_EFFO's avatar
      HUGH_EFFO
      Up to speed

      I reset everything yesterday.  No reboot last night, but did get a load of T3 errors on one of the upstream channels.

       

      • jbrennand's avatar
        jbrennand
        Very 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

  • 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_EFFO's avatar
      HUGH_EFFO
      Up to speed

       

      Here are all my current levels

      DOWNSTREAM

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1331000000340QAM 25625
      21390000005.739QAM 2561
      31470000005.539QAM 2562
      41550000005.239QAM 2563
      51630000004.939QAM 2564
      61710000004.539QAM 2565
      71790000004.439QAM 2566
      81870000004.439QAM 2567
      91950000004.439QAM 2568
      102030000004.239QAM 2569
      112110000004.239QAM 25610
      122190000004.139QAM 25611
      132270000003.939QAM 25612
      142350000003.839QAM 25613
      152430000003.739QAM 25614
      162510000003.639QAM 25615
      172590000003.739QAM 25616
      182670000003.840QAM 25617
      192750000003.940QAM 25618
      202830000004.140QAM 25619
      212910000004.240QAM 25620
      222990000004.140QAM 25621
      233070000003.940QAM 25622
      243150000003.740QAM 25623
      253230000003.440QAM 25624
      26339000000340QAM 25626
      273470000003.340QAM 25627
      28355000000440QAM 25628
      293630000004.741QAM 25629
      303710000005.141QAM 25630
      313790000005.541QAM 25631

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4020
      2Locked3900
      3Locked3900
      4Locked3900
      5Locked3900
      6Locked3910
      7Locked3900
      8Locked3900
      9Locked3910
      10Locked3900
      11Locked3900
      12Locked3900
      13Locked3910
      14Locked3910
      15Locked3900
      16Locked3910
      17Locked3910
      18Locked4010
      19Locked4010
      20Locked4000
      21Locked4010
      22Locked4000
      23Locked4010
      24Locked4010
      25Locked4010
      26Locked4010
      27Locked4020
      28Locked4010
      29Locked4110
      30Locked4110
      31Locked4110

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      41944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      41Locked423.33108484960
       
      • HUGH_EFFO's avatar
        HUGH_EFFO
        Up to speed

        UPSTREAM

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        04960000045.85120QAM 641
        143100000465120QAM 642
        236600000465120QAM 643
        330100000465120QAM 644
        42360000045.85120QAM 645

        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA0000
        1ATDMA0000
        2ATDMA0000
        3ATDMA0000
        4ATDMA0000

        3.1 Upstream channels

        Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
        111140.72KQAM 256

        3.1 Upstream channels

        Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
        11OFDMA2207400000000
  • 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.

     

      

  • Reboot again last night, thats Three days on the trot.

    Has VM any idea whats causing them ?

     

  • 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,

  • 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.

     

     

    • legacy1's avatar
      legacy1
      Alessandro Volta

      late night maintenance checks for noise checks 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi HUGH_EFFO, thank you for your post.

      I can see you're discussing this with my colleague via a private message. They'll get back to you as soon as possible.

      Regards,

      Daniel