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?

[Tudor]

It’s a wonder that you have any service at all with power figures like that. You probably need a technician’s visit to rectify unless it’s a local issue. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[MCLS_2022]

Only had an engineer here 3 weeks ago that installed a new hub and rewired as he said it was “old tech” from when the house was built, all seemed fine until that update since then constant disconnects 

[MCLS_2022]

I pretty much don’t, modem is resetting itself every couple of mins

[MCLS_2022]

Another random bit of info - Modem Mode is now NOT showing green light but solid white light again…. Never had so many issues since updating to the Hub4 it’s actually exhausting even more than the heat wave

[MCLS_2022]

After trawling the web to find out what the latest firmware number was, I can confirm the Virgin Hub 4 has reverted it self back to the previous version (pre June 2022) 

this seemed to happen once I performed the first pin hole reset when the disconnects started

[MCLS_2022]

3.0 Upstream channels

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

1	60300000	57.270599	5120 KSym/sec	64QAM	5
2	53700000	57.020599	5120 KSym/sec	64QAM	6
3	39400000	57.020599	5120 KSym/sec	64QAM	8
4	46200000	57.020599	5120 KSym/sec	64QAM	7

Upstream seems awful and the T3 timeouts

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	29	0
2	US_TYPE_STDMA	0	0	189	0
3	US_TYPE_STDMA	0	0	183	0
4	US_TYPE_STDMA	0	0	205	0

[legacy1]

Call up and get your line fixed

[MCLS_2022]

Engineer has been scheduled for this coming Friday, when you say get the line fixed what should I expect the engineer to be doing on the day? The last visit they changed all the connections leading into the house and replaced the router due to high upstream levels

look forward to your advice

[MCLS_2022]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/66195a3ca152efe6e9b676f6644cf... 

[MCLS_2022]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/66195a3ca152efe6e9b676f6644cf495cc...