I recently had connection issues and an engineer came out yesterday and had to replace the cable between outside and inside, all good for a few hours, but the problems have come back again, wifi dropping out here and there (on the TVs/Ipads/phones) the ethernet computer was still locked out of the network this morning and the hub is still reporting error messages, should I just wait a few days and hope this all corrects itself or get the engineer back? I don't want to waste the guys time, likewise I don't want to be having to reboot the hub everyday just to get connected.

3.0 Downstream channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID11460000008.141QAM 256221380000008.141QAM 256131540000008.141QAM 25634162000000841QAM 25645170000000841QAM 256561780000008.140QAM 256671860000008.141QAM 256781940000008.341QAM 256892020000008.241QAM 2569102100000008.441QAM 25610112180000008.340QAM 25611122260000008.340QAM 25612132340000008.241QAM 25613142420000008.141QAM 2561415250000000841QAM 2561516258000000841QAM 25616172660000008.141QAM 25617182740000008.141QAM 25618192820000008.241QAM 25619202900000008.341QAM 25620212980000008.341QAM 25621223060000008.441QAM 25622233140000008.441QAM 25623243220000008.441QAM 25624253300000008.441QAM 25625263380000008.541QAM 25626273460000008.741QAM 25627283540000008.841QAM 25628293620000008.941QAM 25629303700000008.941QAM 25630313780000009.141QAM 2563132386000000941QAM 256323.0 Downstream channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked41002Locked41003Locked41004Locked41005Locked41006Locked40007Locked41008Locked41009Locked410010Locked410011Locked400012Locked400013Locked410014Locked411015Locked410016Locked410017Locked410018Locked410019Locked411020Locked412021Locked410022Locked413023Locked410024Locked410025Locked412026Locked411027Locked412028Locked413029Locked412030Locked412031Locked413032Locked41503.1 Downstream channelsChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)159944K1840QAM 409611083.1 Downstream channelsChannel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)159Locked010.44571845990

3.0 Upstream channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID060300000345120QAM 64115370000033.55120QAM 642246200000345120QAM 643339400000345120QAM 64443260000033.55120QAM 645523600000345120QAM 6463.0 Upstream channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts0ATDMA00001ATDMA00002ATDMA00003ATDMA00004ATDMA00005ATDMA0000

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CMDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CMDHCP WARNING - Non-critical field invalid in responseSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;

Please post the error messages. Those stats ok perfectly ok. I do not see any circuit problems, I suspect the hub as the error cause.

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided ValueREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided ValueDHCP WARNING - Non-critical field invalid in responseSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timingNo Ranging Response received - T3 time-out

Is it reasonable to restart the Hub once/twice a day to get WIFI/ethernet devices connected again?

12 Replies

Bladesy
Just joined
5 days ago
Definitely get the engineer back out. I’m finding Virgin at the moment going down constantly and not being able to speak to a Uk call centre is the most irritating thing ever
- Vikki_M
  Forum Team
  3 days ago
  Hi Bladesy,
  
  Thanks for your post and welcome to our community.
  
  We're sorry to hear about the service issues you're having.
  
  We've taken a look at things from our side, and there is a known issue showing for your postcode region. This may cause intermittent service. The estimated fix date is 29/11/25.
  
  You can see more information and check for updates on the issue here
  
  We are very sorry for any inconvenience that may be caused whilst we work to resolve this.
  - GettingTired
    Joining in
    3 days ago
    Hi Vikki, can I ask you why no-one from the forum team has looked into my issue which was posted almost 6 days ago.
Client62
Alessandro Volta
5 days ago
What I don't read is what is the trigger for rebooting.

1) Is it the VM Hub lights change i.e. the Hub has lost connection with the VM Network ?

2) Could it be the Hub lights do not change and this is a Hub 5 in Router mode exhibiting repeated DHCP failure that causes the Wi-Fi and network devices to loose contact with the internet.
Alan_Fr
Joining in
5 days ago
REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM
DHCP WARNING - Non-critical field invalid in response
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;

Alan_Fr

Joining in

6 days ago

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	60300000	34	5120	QAM 64	1
1	53700000	33.5	5120	QAM 64	2
2	46200000	34	5120	QAM 64	3
3	39400000	34	5120	QAM 64	4
4	32600000	33.5	5120	QAM 64	5
5	23600000	34	5120	QAM 64	6

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	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
5	ATDMA	0	0	0	0

Alan_Fr

Joining in

6 days ago

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	146000000	8.1	41	QAM 256	2
2	138000000	8.1	41	QAM 256	1
3	154000000	8.1	41	QAM 256	3
4	162000000	8	41	QAM 256	4
5	170000000	8	41	QAM 256	5
6	178000000	8.1	40	QAM 256	6
7	186000000	8.1	41	QAM 256	7
8	194000000	8.3	41	QAM 256	8
9	202000000	8.2	41	QAM 256	9
10	210000000	8.4	41	QAM 256	10
11	218000000	8.3	40	QAM 256	11
12	226000000	8.3	40	QAM 256	12
13	234000000	8.2	41	QAM 256	13
14	242000000	8.1	41	QAM 256	14
15	250000000	8	41	QAM 256	15
16	258000000	8	41	QAM 256	16
17	266000000	8.1	41	QAM 256	17
18	274000000	8.1	41	QAM 256	18
19	282000000	8.2	41	QAM 256	19
20	290000000	8.3	41	QAM 256	20
21	298000000	8.3	41	QAM 256	21
22	306000000	8.4	41	QAM 256	22
23	314000000	8.4	41	QAM 256	23
24	322000000	8.4	41	QAM 256	24
25	330000000	8.4	41	QAM 256	25
26	338000000	8.5	41	QAM 256	26
27	346000000	8.7	41	QAM 256	27
28	354000000	8.8	41	QAM 256	28
29	362000000	8.9	41	QAM 256	29
30	370000000	8.9	41	QAM 256	30
31	378000000	9.1	41	QAM 256	31
32	386000000	9	41	QAM 256	32

3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	41	0	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	40	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	41	0	0
14	Locked	41	1	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	1	0
20	Locked	41	2	0
21	Locked	41	0	0
22	Locked	41	3	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	2	0
26	Locked	41	1	0
27	Locked	41	2	0
28	Locked	41	3	0
29	Locked	41	2	0
30	Locked	41	2	0
31	Locked	41	3	0
32	Locked	41	5	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	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)
159	Locked	0	10.4	457184599	0

Tudor
Very Insightful Person
5 days ago
Please post the error messages. Those stats ok perfectly ok. I do not see any circuit problems, I suspect the hub as the error cause.
- Alan_Fr
  Joining in
  5 days ago
  Appreciate the help, thanks

Forum Discussion

Is it reasonable to restart the Hub once/twice a day to get WIFI/ethernet devices connected again?

12 Replies

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