Forum Discussion

DannyF's avatar
DannyF
Tuning in
2 years ago
Solved

Cable modem offline

My cable modem will suddenly no longer go online. I’ve tried reconnecting the coax cable on the modem and at the wall with no success. Any ideas? Does this need an engineer? Here are the logs. Thank...
  • Tudor's avatar
    Tudor
    2 years ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

DannyF's avatar
DannyF
Tuning in
2 years ago

ItemStatusCommentsCable Modem Status

Offline
DOCSIS 3.1

Primary downstream channel

Locked
SC-QAM

Channel OverviewDownstreamUpstreamDOCSIS 3.0 channels

1
0

DOCSIS 3.1 channels

0
1
 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25331000000-18.230.4QAM25625


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked30.36628900

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 0   


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 00  


3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.058.22KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900


  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team
    2 years ago

    Hey DannyF Thanks for reaching out to us on the Virgin Media forums. 👋🏼

    I'm sorry to hear about the issues with the connection you've had recently.
    Have you used the advice given by Tudor on this thread and checked to see if there's any outages in the area?

    Let us know and we can progress from there.

    Kind regards,
    Ilyas.

    • DannyF's avatar
      DannyF
      Tuning in
      2 years ago

      Yes, I called and a tech visit is scheduled. Thanks