Hub 5 No Broadband and IPv4 Lease Expired

[flemingjp]

Around 10:30am today my fiber broadband dropped and my Hub 5 router started flashing blue. Initally I rebooted the router and still no luck.

I then checked the routers diagnostic via the routers webpage, and it showed it had no broadband connection.

Checking the service status page on the Virgin Media website showed there was no local area faults. The blue light persisted, after following webpage advice about checking connections and rebooting.

I have then checked the router status on the routers local webpage, with these results.

Info
	Standard specification compliant:	ITU-T G.9807.1
	Hardware version:			1.2.1b
	Software version:			2.40.13-2210.4
	ONT MAC address:			██:██:██:██:██:██
	ONU serial number:			████████████
	System up time:				0day(s)0h:12m:6s
	Network access:				Allowed

WAN IP settings
	MAC address:				██:██:██:██:██:██
	IPv6 address:				/128 ████::████:████:████:████/64
	IPv6 default gateway:			::
	IPv6 lease time:			D:49710 H:6 M:28 S:15
	IPv6 lease expire:			Fri May 23 16:56:14 2160
	IPv6 DNS servers:
 
 
	IPv4 address:				0.0.0.0
	Default gateway:			68.21.112.246
	IPv4 lease time:			D:0 H:0 M:0 S:0
	IPv4 lease expire:			Tue Apr 16 10:27:59 2024
	IPv4 DNS servers:

Router status
	PON modem status		Online
	Connection mode			IPOE
	Firewall			true
	WAN layer interface
	IP_VOIP				Up
	IP_DATA				Up

	PON statistics
	Transceiver temperature		23
	Transceiver voltage		3306
	Laser bias current		9534
	ONT transmit power		-16800
	ONT receive power		5100


General Configuration
	Network access			Allowed
	Maximum Number of CPEs		Not Available
	Baseline Privacy		enabled
	PON Mode	GPON


Network Log
	Time	Priority	Description
	3 Jul 	23:06:57	notice	system.syscfg commit to store
	3 Jul 	23:06:48	notice	GUI Login Status - Login Success from LAN interface

What appears to be odd here, is that the IPv4 lease has expired Tue Apr 16 10:27:59 2024 - which corresponds to when I lost connection.

So the question is, why hasn't my Hub 5 been issued a new IPv4 address, and how can I resolve this issue?

[Client62 · Accepted solution]

This is XGS-PON on a Hub 5x - call Customer Support on 0345 454 1111 ASAP and report the service outage.

Don't wait here for 3 days only to informed VM Mods can't help with XGS-PON / Hub 5x installations.

[flemingjp]

Thanks for the advice. I've just checked via the 0800 561 0061 service number, which is now reporting a large area fault. Which isn't showing up on the online service 🙄.

Do I still report the service outage in this instance?

[Client62]

The online checker needs most of Colchester to be blacked out before it registers faults for us.
The 0800 561 0061 tends to focus down to street by street level, which is more useful.

Up to you if you wish to call Customer Support for an known fault.