Intermittent Connection Loss Since Hub4 Firmware Update

[MCLS_2022]

Since the firmware update (solid green light for bridge mode)

I am getting constant modem resets, due to the new light system I can’t self de bug what is happening.

internet goes down, light flashes white, then goes to solid green then connection comes back

this is happened around 10-15 times today (previously this had happened but maybe 1-2 a week)

what the hell is going on since the firmware update?

[MCLS_2022]

Hi zoie 

the hub is on, I have internet

[Carley_S]

Thank you for confirming this @MCLS_2022

I can see from your hub log you posted that your downstream power levels are out of spec, this could be the cause of your connection concerns. We'll need an engineer to attend to investigate this further for you. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thanks so much for joining me on private message @MCLS_2022

I have now booked you a visit for your power level issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

[MCLS_2022]

Let’s hope this is the last engineer visit 
For anyone reading this will be the 5th engineer visit for my power levels to be fixed, started with upstream levels multiple modem replacements, internal wiring replaced , external wiring on side of property replaced, a full repull completed and now my down stream power levels are out of sync.
I have lost hope on the technical abilities of the technicians that have visited my property if you read further up the thread even after multiple visits I was told by one of them that the cause of all the issues was just the power plug of the modem! Lol 
Lets hope that I am sent an engineer that knows their stuff and are finally able to fix the issue without making it worse 
to be continued….

[Carley_S]

Hopefully this will be resolved for you with this engineer @MCLS_2022. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).