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]

Another engineer visit has been booked 4 engineer visits, 3 modems replaced, rewired twice and the last engineer visit he told me all my power/upstream issues was just the “power brick” of the modem causing it 😂

im kind of lost for words at this point, each engineer visit the reasons change and they seem to have no idea what they are trying to fix, due to the amount of engineer visits I’ve had surely a “senior technician” should be tasked to view the problem.

I’ve been told my wiring was old and modem replaced and rewired, the previous technician fitted the wrong connections rewired again, the modem was faulty and replaced, the power brick is causing all this and modem replaced again?? Surely this is costing virgin more money having to keep sending engineers out that have no knowledge or experience in the problems causing the faults on my line this has to be a problem with the cabling leading from the junction box to the property otherwise at least one of the 4 technicians would have been able to fix the issues!

im shocked an appalled that 4 technicians don’t even know what they are trying to fix or are totally inexperienced in the field of work needed.

On the last technician visit I was advised this would be overlooked by an area manager as it was the third visit and would monitor the process to make sure it was fixed while the technician was on site, the technician told me it was the “power brick” causing all the issues and when I told him that this visit was booked directly by virgin as they could see faults on the line his response was “I don’t know about all that”

due to research online this sounds like a repull is required or at least a technician that is skilled enough to find the route of the issues I am being advised I have

[Gareth_L]

Hello MCLS_2022,

Sorry to hear this is still ongoing. 

Just to reassure you the next appointment is with a Senior Technician who will make sure this gets resolved.

Gareth_L

[MCLS_2022]

• Repull was finally completed upstream power levels now seems to be way too low?
• 4 Engineer Visits 
• Repull

ever going to get these level correct and in tolerance?

3.0 Downstream channels

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

26	339000000	11.400002	38.983261	QAM256	26
1	139000000	11.500000	38.983261	QAM256	1
2	147000000	11.500000	38.605377	QAM256	2
3	155000000	12.000000	38.983261	QAM256	3
4	163000000	12.000000	38.983261	QAM256	4
5	171000000	11.300003	38.983261	QAM256	5
6	179000000	10.900002	38.983261	QAM256	6
7	187000000	11.099998	38.983261	QAM256	7
8	195000000	10.900002	38.983261	QAM256	8
9	203000000	10.900002	38.983261	QAM256	9
10	211000000	10.699997	40.366287	QAM256	10
11	219000000	10.300003	38.983261	QAM256	11
12	227000000	9.900002	38.605377	QAM256	12
13	235000000	9.500000	38.605377	QAM256	13
14	243000000	9.800003	38.983261	QAM256	14
15	251000000	10.400002	38.983261	QAM256	15
16	259000000	10.500000	38.983261	QAM256	16
17	267000000	11.199997	38.983261	QAM256	17
18	275000000	11.099998	38.983261	QAM256	18
19	283000000	10.400002	38.983261	QAM256	19
20	291000000	10.500000	38.605377	QAM256	20
21	299000000	10.699997	38.983261	QAM256	21
22	307000000	10.699997	38.983261	QAM256	22
23	315000000	11.099998	38.983261	QAM256	23
24	323000000	11.500000	38.983261	QAM256	24
25	331000000	11.199997	38.983261	QAM256	25
27	347000000	10.800003	38.983261	QAM256	27
28	355000000	10.000000	38.605377	QAM256	28
29	363000000	10.400002	38.983261	QAM256	29
30	371000000	10.300003	38.983261	QAM256	30
31	379000000	9.699997	40.366287	QAM256	31

3.0 Downstream channels

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

26	Locked	38.983261	0	0
1	Locked	38.983261	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	40.366287	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.605377	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

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

33

Locked

41

9.6

250906264

2

[MCLS_2022]

3.0 Upstream channels

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

1	30100000	36.270599	5120 KSym/sec	64QAM	8
2	43100000	36.270599	5120 KSym/sec	64QAM	6
3	49600000	36.270599	5120 KSym/sec	64QAM	5
4	36600000	36.270599	5120 KSym/sec	64QAM	7
5	23600000	36.020599	5120 KSym/sec	64QAM	11

3.0 Upstream channels

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	1	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.8

33.8

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

220

53.4

0

0

[Matthew_ML]

Hey MCLS_2022, thank you for reaching out to let us know you pre pull has been done, I am sorry to see you are still having some connection issues.

I have run some tests on my end and everything is looking fine, the levels are all green and healthy on my end and I can't see any major connection issues.

Please can you let me know how the connection has been apart from these stats? Thanks 

[MCLS_2022]

Afternoon Matt,

still getting cut outs and slow downs please find network logs below

[MCLS_2022]

3.0 Downstream channels

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

1	139000000	12.099998	38.605377	QAM256	1
2	147000000	11.699997	38.605377	QAM256	2
3	155000000	12.300003	38.605377	QAM256	3
4	163000000	12.300003	38.605377	QAM256	4
5	171000000	11.800003	38.605377	QAM256	5
6	179000000	11.500000	38.983261	QAM256	6
7	187000000	11.500000	38.605377	QAM256	7
8	195000000	11.300003	38.983261	QAM256	8
9	203000000	11.400002	38.983261	QAM256	9
10	211000000	11.199997	38.983261	QAM256	10
11	219000000	10.699997	38.983261	QAM256	11
12	227000000	10.199997	38.605377	QAM256	12
13	235000000	9.800003	38.605377	QAM256	13
14	243000000	10.400002	38.605377	QAM256	14
15	251000000	10.800003	38.605377	QAM256	15
16	259000000	10.900002	38.983261	QAM256	16
17	267000000	11.500000	38.983261	QAM256	17
18	275000000	11.400002	38.983261	QAM256	18
19	283000000	10.699997	38.983261	QAM256	19
20	291000000	10.699997	38.605377	QAM256	20
21	299000000	11.099998	38.983261	QAM256	21
22	307000000	11.000000	38.983261	QAM256	22
23	315000000	11.400002	38.605377	QAM256	23
24	323000000	11.800003	38.983261	QAM256	24
25	331000000	11.500000	38.983261	QAM256	25
26	339000000	11.699997	38.983261	QAM256	26
27	347000000	11.199997	38.605377	QAM256	27
28	355000000	10.199997	38.983261	QAM256	28
29	363000000	10.699997	38.983261	QAM256	29
30	371000000	10.699997	38.983261	QAM256	30
31	379000000	10.000000	38.983261	QAM256	31

3.0 Downstream channels

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

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	38.605377	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.605377	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
26	Locked	38.983261	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

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

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

33

Locked

41

10.1

721517483

452

[MCLS_2022]

3.0 Upstream channels

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

1	30100000	39.020599	5120 KSym/sec	64QAM	8
2	43100000	39.270599	5120 KSym/sec	64QAM	6
3	36600000	39.270599	5120 KSym/sec	64QAM	7
4	23600000	39.020599	5120 KSym/sec	64QAM	11
5	49600000	39.270599	5120 KSym/sec	64QAM	5

3.0 Upstream channels

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	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.8

35.0

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

220

53.4

0

0

[MCLS_2022]

Sat Oct 1 12:50:46 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct 1 14:46:42 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Oct 3 16:20:07 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Oct 4 02:42:01 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; 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;

[Zoie_P]

Thank you for your post, I am sorry to hear you are atill having issues with your serivce, I have checked our systems and your hub is unreachable can you make sure your hub is switched on and we can do further checks.

Zoie