cancel
Showing results for 
Search instead for 
Did you mean: 

Intermittent Connection Loss Since Hub4 Firmware Update

MCLS_2022
On our wavelength

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?

44 REPLIES 44

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi there MCLS_2022

Thanks for posting and sorry to hear we had to book another visit for the issue with your hub resetting and the performance problems it caused.

As we have a technician appointment scheduled and based on the fault assessment when this was booked, the technician will check your hub and/or the cabling within the property for faults that might be the source of it and ensure it works fine before they leave.

In the meantime, may I ask if there is anything else we could be of help with?
Any questions or concerns, let me know.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


MCLS_2022
On our wavelength

Hi Thanks for the response, the cabling, hub and connectors were all renewed on the last visit, any idea what the problem could be? Could this be caused by the external cabling leading to the junction box or the junction box itself? I’m just trying to minimise further down time, I’m sure you hear it hundreads of times a day but  as a homeworker I rely on the internet working adequately to make a living and pay for the 1gb tier to try and minimalise the risk of downtime and low connection when working. 

As detailed above the hub has also reverted back to the previous firmware when performing its first pin hole reset which was 3 weeks later, and from my understanding there is also no way for me to formally re download and install the firmware 

I also have a Wi-Fi pod from my original router which I have been unable to get exchanged or sent a new one for one that has been configured to the replacement router when speaking with customer service….I’m guessing if the technician needs to replace the hub again I will need to spend more time trying to get another Wi-Fi pod replaced (the last replacement I required when switching from the hub 3 at xmas took nearly 7hours of actual talk time with customer services before they would even let me speak with a second line fault member)

 

I have uploaded my BQM, router diagnostics etc to try and help piece together what the actual problem causing this is

Apologies I do understand this is a community forum and not a direct link to VM I just hope maybe some of the questions may be able to be answered as the call centre is extremely inadequate to handle queries and have spent many days repeating myself just to get some sense

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi and thanks for replying back to me MCLS_2022.

Sorry for the late reply, could you please advise how your hub performs after the visit and since your last post?
Also, if you need help with a pod we can assist with that from here, let me know if you need one and I can help you out 🙂

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


MCLS_2022
On our wavelength

The engineer visit went well was advised previous engineer installed a connector on the exterior of the house incorrectly and which was causing some of the issues, it’s now seems stable but will have to assess over the next couple of days but so far so good.

in regards to the Wi-Fi pod please could you send me a direct message as I will need a new one sent that is configured to this specific virgin hub and how do I return the current one I have that is associated to the hub that was exchanged on the previous visit.

also in regards to the hub 4 firmware my hub has downgraded itself? Is there any way to re push the update to my hub4 

 

look forward to your reply

look forward to your reply 

Hey there @MCLS_2022, thanks for reaching out to us.

I'm glad to see things are getting better with the service.
Regarding the firmware, every night the Hubs do get a signal sent down to them to update the firmware on it.
 
Regarding the Wi-Fi pod, we can definitely look in to this.
I will send a private message - watch out for the purple envelope.

Kind regards.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


MCLS_2022
On our wavelength

Update - third engineer visit this one just changed the router again (third replacement)

upstream power level seems to be up again (engineer visit from Friday had it around 46-48)

3.0 Upstream channels

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

14620000050.7705995120 KSym/sec64QAM7
25370000051.0205995120 KSym/sec64QAM6
36030000051.5205995120 KSym/sec64QAM5
43940000050.7705995120 KSym/sec64QAM8



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA000

3.0 Downstream channels

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

253310000003.50000038.983261QAM25625
11390000005.09999838.605377QAM2561
21470000005.50000038.605377QAM2562
31550000005.50000038.605377QAM2563
41630000005.40000238.605377QAM2564
51710000004.69999738.983261QAM2565
61790000004.40000238.605377QAM2566
71870000004.30000338.605377QAM2567
81950000004.19999738.983261QAM2568
92030000004.00000038.605377QAM2569
102110000004.00000038.605377QAM25610
112190000003.40000238.605377QAM25611
122270000002.79999938.605377QAM25612
132350000002.50000038.983261QAM25613
142430000002.90000238.605377QAM25614
152510000003.20000138.605377QAM25615
162590000003.40000238.605377QAM25616
172670000003.59999838.605377QAM25617
182750000003.50000038.605377QAM25618
192830000003.09999838.605377QAM25619
202910000002.70000138.605377QAM25620
212990000002.90000238.605377QAM25621
223070000003.40000238.605377QAM25622
233150000003.20000138.983261QAM25623
243230000003.29999938.983261QAM25624
263390000003.20000138.605377QAM25626
273470000002.50000038.605377QAM25627
283550000002.20000138.983261QAM25628
293630000002.09999838.983261QAM25629
303710000001.90000238.983261QAM25630
313790000001.90000238.983261QAM25631



3.0 Downstream channels

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

25Locked38.98326100
1Locked38.60537700
2Locked38.60537700
3Locked38.60537700
4Locked38.60537700
5Locked38.98326100
6Locked38.60537700
7Locked38.60537700
8Locked38.98326100
9Locked38.60537700
10Locked38.60537700
11Locked38.60537700
12Locked38.60537700
13Locked38.98326100
14Locked38.60537700
15Locked38.60537700
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.60537700
20Locked38.60537700
21Locked38.60537700
22Locked38.60537700
23Locked38.98326100
24Locked38.98326100
26Locked38.60537700
27Locked38.60537700
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked400.817755500

Network Log

Time Priority Description

Thu Jan 1 00:01:20 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:07:05 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:07:19 20226SW Download INIT - Via Config file cmreg-vmdg640-bbt076-b.cm
Wed Jul 27 15:08:32 20226SW download Successful - Via Config file
Wed Jul 27 15:11:05 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:11:15 20225RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:11:38 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:27:05 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:27:16 20225RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:27:34 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 27 15:46:51 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Better you must be on the limit range of docsis.
---------------------------------------------------------------

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi MCLS_2022, 

Thank you for updating the thread, it is good to see improvements following the technician visit. 

How have things been since your last post?

Let us know if we can assist further. 

 

 

Nat