Hub 5 Needs rebooting daily

[proudgace]

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?

[Client62]

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.

[proudgace]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

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

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

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

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

37

-12.3

678198791

183891

3.0 Upstream channels

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

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

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	4	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10

46.7

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

200

74000000

0

0

[Client62 · Accepted solution]

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

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

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

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

37

-12.3

678198791

183891

[proudgace]

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?

[Client62]

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.

[onyx84d]

I got problem with hub 5 after upgrade contract from hub 3.

Costant rebooting every 5 minutes.

 

 

[Daniel_Et]

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