on 14-09-2024 17:39
Had a Hub 5 for about 3-4 months, and over the past month I’m needing to switch my hub off and on again at least once a day. It just loses connection for some reason, and this seems to sort it.
virgin seemed to notice when it first started, and apparently offered to send an engineer out (which I never got an email asking for), but now I can’t seem to get anyone out.
ive followed all the troubleshooting steps, but nothing seems to improve it.
i used to have a TP link router and this ran with no issues, and if things don’t improve I’m going to have to go back to it I think.
my 2 kids are getting really annoyed with our “crappy new broadband”, but I thought this Hub 5 was supposed to be an improvement?
Answered! Go to Answer
a month ago
Check for known faults in your street ( be sure to use both methods )
Call 0800 561 0061 – this is an automated number.
https://www.virginmedia.com/help/check/status/identification/identify
Downstream signals are low / too low
Downstream Power Levels should be -7 to + 7 dBmV for optimal performance.
The 3.0 Downstream are approaching -7 and channels # 30 to 32 are just below the -7 dBmV mark,
there is a smattering of Post RS errors across all channels.
3.0 Downstream channels
30 | 371000000 | -7.1 | 39 | QAM 256 | 30 |
31 | 379000000 | -7.1 | 40 | QAM 256 | 31 |
32 | 387000000 | -7.2 | 39 | QAM 256 | 32 |
The 3.1 Downstream channel is considerably worse at -12.3 dBmV, ( vs -7 to + 7 preferred )
as this is a logarithmic scale the received power is well below normal & is resulting in Uncorrectable errors.
3.1 Downstream channels
159 | Locked | 37 | -12.3 | 678198791 | 183891 |
on 14-09-2024 17:48
Do the connection stats look like an engineer is needed ?
Look at Hub menu >>> Check router status >>> Downstream & Upstream tabs
Copy / paste the text into this thread ( no screen shots please, they are too small to read )
of the two tabs if you would like a hand in reading the figures.
a month ago
3.0 Downstream channels
1 | 331000000 | -5.7 | 40 | QAM 256 | 25 |
2 | 139000000 | -3.1 | 40 | QAM 256 | 1 |
3 | 147000000 | -3.1 | 40 | QAM 256 | 2 |
4 | 155000000 | -3.4 | 40 | QAM 256 | 3 |
5 | 163000000 | -4.1 | 40 | QAM 256 | 4 |
6 | 171000000 | -4.3 | 40 | QAM 256 | 5 |
7 | 179000000 | -3.8 | 40 | QAM 256 | 6 |
8 | 187000000 | -3.6 | 40 | QAM 256 | 7 |
9 | 195000000 | -3.7 | 40 | QAM 256 | 8 |
10 | 203000000 | -3.9 | 40 | QAM 256 | 9 |
11 | 211000000 | -4 | 40 | QAM 256 | 10 |
12 | 219000000 | -4.5 | 40 | QAM 256 | 11 |
13 | 227000000 | -5.3 | 40 | QAM 256 | 12 |
14 | 235000000 | -5.4 | 40 | QAM 256 | 13 |
15 | 243000000 | -5.4 | 40 | QAM 256 | 14 |
16 | 251000000 | -5.5 | 40 | QAM 256 | 15 |
17 | 259000000 | -5.4 | 40 | QAM 256 | 16 |
18 | 267000000 | -5.2 | 40 | QAM 256 | 17 |
19 | 275000000 | -5.1 | 40 | QAM 256 | 18 |
20 | 283000000 | -5.1 | 40 | QAM 256 | 19 |
21 | 291000000 | -5.2 | 40 | QAM 256 | 20 |
22 | 299000000 | -5.3 | 40 | QAM 256 | 21 |
23 | 307000000 | -5.4 | 40 | QAM 256 | 22 |
24 | 315000000 | -5.4 | 40 | QAM 256 | 23 |
25 | 323000000 | -5.6 | 40 | QAM 256 | 24 |
26 | 339000000 | -5.6 | 40 | QAM 256 | 26 |
27 | 347000000 | -5.8 | 40 | QAM 256 | 27 |
28 | 355000000 | -6.1 | 40 | QAM 256 | 28 |
29 | 363000000 | -6.4 | 40 | QAM 256 | 29 |
30 | 371000000 | -7.1 | 39 | QAM 256 | 30 |
31 | 379000000 | -7.1 | 40 | QAM 256 | 31 |
32 | 387000000 | -7.2 | 39 | QAM 256 | 32 |
3.0 Downstream channels
1 | Locked | 40 | 79 | 0 |
2 | Locked | 40 | 789 | 360 |
3 | Locked | 40 | 653 | 296 |
4 | Locked | 40 | 410 | 132 |
5 | Locked | 40 | 295 | 115 |
6 | Locked | 40 | 302 | 44 |
7 | Locked | 40 | 322 | 105 |
8 | Locked | 40 | 456 | 124 |
9 | Locked | 40 | 732 | 259 |
10 | Locked | 40 | 603 | 434 |
11 | Locked | 40 | 487 | 369 |
12 | Locked | 40 | 616 | 165 |
13 | Locked | 40 | 414 | 91 |
14 | Locked | 40 | 164 | 10 |
15 | Locked | 40 | 547 | 52 |
16 | Locked | 40 | 315 | 87 |
17 | Locked | 40 | 430 | 136 |
18 | Locked | 40 | 476 | 140 |
19 | Locked | 40 | 349 | 92 |
20 | Locked | 40 | 282 | 90 |
21 | Locked | 40 | 248 | 2 |
22 | Locked | 40 | 261 | 45 |
23 | Locked | 40 | 229 | 40 |
24 | Locked | 40 | 249 | 84 |
25 | Locked | 40 | 271 | 12 |
26 | Locked | 40 | 72 | 0 |
27 | Locked | 40 | 170 | 0 |
28 | Locked | 40 | 184 | 0 |
29 | Locked | 40 | 41 | 0 |
30 | Locked | 39 | 141 | 0 |
31 | Locked | 40 | 290 | 27 |
32 | Locked | 39 | 293 | 20 |
3.1 Downstream channels
159 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
159 | Locked | 37 | -12.3 | 678198791 | 183891 |
3.0 Upstream channels
0 | 49600000 | 52.3 | 5120 | QAM 64 | 1 |
1 | 43100000 | 52.3 | 5120 | QAM 64 | 2 |
2 | 36600000 | 52.8 | 5120 | QAM 64 | 3 |
3 | 30100000 | 51.5 | 5120 | QAM 64 | 4 |
4 | 23600000 | 50.3 | 5120 | QAM 64 | 5 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 4 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
3.1 Upstream channels
6 | 10 | 46.7 | 2K | QAM 256 |
3.1 Upstream channels
6 | OFDMA | 200 | 74000000 | 0 | 0 |
a month ago
Check for known faults in your street ( be sure to use both methods )
Call 0800 561 0061 – this is an automated number.
https://www.virginmedia.com/help/check/status/identification/identify
Downstream signals are low / too low
Downstream Power Levels should be -7 to + 7 dBmV for optimal performance.
The 3.0 Downstream are approaching -7 and channels # 30 to 32 are just below the -7 dBmV mark,
there is a smattering of Post RS errors across all channels.
3.0 Downstream channels
30 | 371000000 | -7.1 | 39 | QAM 256 | 30 |
31 | 379000000 | -7.1 | 40 | QAM 256 | 31 |
32 | 387000000 | -7.2 | 39 | QAM 256 | 32 |
The 3.1 Downstream channel is considerably worse at -12.3 dBmV, ( vs -7 to + 7 preferred )
as this is a logarithmic scale the received power is well below normal & is resulting in Uncorrectable errors.
3.1 Downstream channels
159 | Locked | 37 | -12.3 | 678198791 | 183891 |
a month ago
I’m not massively technical, but you’re suggesting there’s an issue - thanks for checking over that.
i have an engineer booked for tomorrow - is this something I’d need to show them? Does this point to an issue with the router or something in my area?
a month ago
Normally an engineer connects a test meter in place of the VM Hub to check the signal levels.
But it can not do any harm to mention you have seen the Downstream signal levels
are showing as low in the Hub's status pages.
Tuesday
I got problem with hub 5 after upgrade contract from hub 3.
Costant rebooting every 5 minutes.
Friday
Hi @onyx84d, thank you for your post.
We're sorry to hear about the problem you've been having 😔
I can see you've spoken to the team since you posted. Has a resolution to the problem been provided?
Please pop back to us at your earliest convenience.
Regards,
Daniel