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OMJ1
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Hub 4.0 - connected, no internet

Our internet cut out at approximately 6pm on Saturday 26 December. 

We have reset the hub several times to no avail. We cannot run diagnostics as Virgin do not currently offer this service for Hub 4.0 and there seems to be no way to access help online. We waited on hold for over an hour to then be hung up on. Absolutelyappalling customer service design....

Error details: Lights currently dim white, not flashing (but had previously been red). Connections into hub are secure. Android phone wifi connection reads: connected, no Internet. 

Help needed: advice on how to fix or actual contact from Virgin staff very much needed please.

 

 

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MikeRobbo
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Alessandro Volta
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Re: Hub 4.0 - connected, no internet

Have you checked the 'Check Service Status' at the top of the page ?

Try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Then can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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OMJ1
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Re: Hub 4.0 - connected, no internet

Thanks, MikeRobbo. Have checked and there are no service issues in my area. Hub data as follows (the blank gaps are copied over as per the actual network status details):

Downstream

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

21

298750000

-9.900002

20.470678

QAM256

21


3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

21

Locked

0

298

4703

 

Upstream:

 

 

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

23.020599

5120 KSym/sec

64QAM

1




3.0 Upstream channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

US_TYPE_STDMA

0

0

67

3

 

General Configuration

Network access

true

Maximum Number of CPEs

1

Baseline Privacy

false

DOCSIS Mode

3.1

Config file

 

 

Primary Downstream Service Flow

SFID

 

Max Traffic Rate

 

Max Traffic Burst

 

Min Traffic Rate

 

 

Primary Upstream Service Flow

SFID

 

Max Traffic Rate

 

Max Traffic Burst

 

Min Traffic Rate

 

Max Concatenated Burst

 

Scheduling Type

 

 

Network Log

Time

Priority

Description

 

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MikeRobbo
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Alessandro Volta
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Re: Hub 4.0 - connected, no internet

The majority of your Hub data is missing.

It may be a good idea to carry out a factory reset on the Hub …

DO NOT DO THIS if the password on the base of the Hub is not legible or missing.

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once the lights are stabilised check your system again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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