A bit unstable the last couple of days

[HUGH_EFFO]

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

[HUGH_EFFO]

UPSTREAM

3.0 Upstream channels

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

0	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 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

3.1 Upstream channels

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

11

11

40.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

220

74000000

0

0

[HUGH_EFFO]

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_EFFO]

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

Has VM any idea whats causing them ?

[Zach_R]

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_EFFO]

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]

late night maintenance checks for noise checks 

[Daniel_Et]

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