on 18-07-2022 14:00
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?
on 20-07-2022 18:21
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.
20-07-2022 18:52 - edited 20-07-2022 19:08
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
on 22-07-2022 21:00
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 🙂
on 22-07-2022 22:14
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
on 25-07-2022 09:08
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.
27-07-2022 16:53 - edited 27-07-2022 17:11
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)
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 50.770599 | 5120 KSym/sec | 64QAM | 7 |
2 | 53700000 | 51.020599 | 5120 KSym/sec | 64QAM | 6 |
3 | 60300000 | 51.520599 | 5120 KSym/sec | 64QAM | 5 |
4 | 39400000 | 50.770599 | 5120 KSym/sec | 64QAM | 8 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 |
on 27-07-2022 16:54
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 3.500000 | 38.983261 | QAM256 | 25 |
1 | 139000000 | 5.099998 | 38.605377 | QAM256 | 1 |
2 | 147000000 | 5.500000 | 38.605377 | QAM256 | 2 |
3 | 155000000 | 5.500000 | 38.605377 | QAM256 | 3 |
4 | 163000000 | 5.400002 | 38.605377 | QAM256 | 4 |
5 | 171000000 | 4.699997 | 38.983261 | QAM256 | 5 |
6 | 179000000 | 4.400002 | 38.605377 | QAM256 | 6 |
7 | 187000000 | 4.300003 | 38.605377 | QAM256 | 7 |
8 | 195000000 | 4.199997 | 38.983261 | QAM256 | 8 |
9 | 203000000 | 4.000000 | 38.605377 | QAM256 | 9 |
10 | 211000000 | 4.000000 | 38.605377 | QAM256 | 10 |
11 | 219000000 | 3.400002 | 38.605377 | QAM256 | 11 |
12 | 227000000 | 2.799999 | 38.605377 | QAM256 | 12 |
13 | 235000000 | 2.500000 | 38.983261 | QAM256 | 13 |
14 | 243000000 | 2.900002 | 38.605377 | QAM256 | 14 |
15 | 251000000 | 3.200001 | 38.605377 | QAM256 | 15 |
16 | 259000000 | 3.400002 | 38.605377 | QAM256 | 16 |
17 | 267000000 | 3.599998 | 38.605377 | QAM256 | 17 |
18 | 275000000 | 3.500000 | 38.605377 | QAM256 | 18 |
19 | 283000000 | 3.099998 | 38.605377 | QAM256 | 19 |
20 | 291000000 | 2.700001 | 38.605377 | QAM256 | 20 |
21 | 299000000 | 2.900002 | 38.605377 | QAM256 | 21 |
22 | 307000000 | 3.400002 | 38.605377 | QAM256 | 22 |
23 | 315000000 | 3.200001 | 38.983261 | QAM256 | 23 |
24 | 323000000 | 3.299999 | 38.983261 | QAM256 | 24 |
26 | 339000000 | 3.200001 | 38.605377 | QAM256 | 26 |
27 | 347000000 | 2.500000 | 38.605377 | QAM256 | 27 |
28 | 355000000 | 2.200001 | 38.983261 | QAM256 | 28 |
29 | 363000000 | 2.099998 | 38.983261 | QAM256 | 29 |
30 | 371000000 | 1.900002 | 38.983261 | QAM256 | 30 |
31 | 379000000 | 1.900002 | 38.983261 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 38.605377 | 0 | 0 |
2 | Locked | 38.605377 | 0 | 0 |
3 | Locked | 38.605377 | 0 | 0 |
4 | Locked | 38.605377 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 38.605377 | 0 | 0 |
7 | Locked | 38.605377 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.605377 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.605377 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.605377 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 38.605377 | 0 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
33 | 96 | 4K | 1880 | QAM4096 | 424 |
33 | Locked | 40 | 0.8 | 1775550 | 0 |
on 27-07-2022 16:55
Time Priority Description
Thu Jan 1 00:01:20 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jul 27 15:07:05 2022 | 5 | MIMO 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 2022 | 6 | SW Download INIT - Via Config file cmreg-vmdg640-bbt076-b.cm |
Wed Jul 27 15:08:32 2022 | 6 | SW download Successful - Via Config file |
Wed Jul 27 15:11:05 2022 | 5 | MIMO 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 2022 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jul 27 15:11:38 2022 | 6 | CM-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 2022 | 5 | MIMO 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 2022 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jul 27 15:27:34 2022 | 6 | CM-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 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 27-07-2022 16:58
on 29-07-2022 20:35
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.