cancel
Showing results for 
Search instead for 
Did you mean: 

Internet outage, hub shows red light

k3vink3vin
Tuning in

Hi,

The internet isn't working. The hub shows red light. Tried manually rebooting the modem, it has flashing white light for a few minutes then red light. After staying red for a few minutes it flashes white light again, eventually back to red.
Service status page doesn't return anything in my area.
What's going on?

Best,
Kevin

1 ACCEPTED SOLUTION

Accepted Solutions

jpeg1
Alessandro Volta

When the Hub finally connected it very likely did a reset of the logs. 

It's still not right though. There's a lot of noise on two of the downstream channels which the Hub is working hard to correct, and two of the upstream channels are working at reduced modulation levels.

This will need a technician visit to sort it out, if you can get one. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

See where this Helpful Answer was posted

13 REPLIES 13

jpeg1
Alessandro Volta

Your Hub is trying to connect to the network but failing. Check that the coax cable is secure. If that doesn't help phone 0345 454 1111 and report a fault. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Thanks for the reply jpeg1.

 

I left everything untouched, internet came back after about an hour. This morning I checked the coax cable is secure.

I looked at the Networklog in the modem, there are 0 entries logged for the whole day even though it was down for an hour. Is that normal?

 

And here's the downstream tab:

 

3.0 Downstream channels

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

253310000004.840.4QAM25625
11390000008.740.4QAM2561
21470000008.440.9QAM2562
31550000008.440.4QAM2563
41630000007.540.4QAM2564
51710000007.140.4QAM2565
61790000006.940.4QAM2566
71870000006.740.9QAM2567
81950000006.540.4QAM2568
92030000006.140.9QAM2569
102110000006.440.9QAM25610
112190000006.540.9QAM25611
122270000006.440.9QAM25612
132350000006.540.4QAM25613
142430000006.440.9QAM25614
152510000006.440.4QAM25615
162590000006.640.4QAM25616
17267000000640.9QAM25617
182750000005.740.4QAM25618
192830000005.340.4QAM25619
202910000005.440.4QAM25620
212990000005.540.4QAM25621
223070000004.840.4QAM25622
233150000005.440.4QAM25623
243230000004.940.4QAM25624
263390000004.840.4QAM25626
27347000000540.4QAM25627
283550000005.240.9QAM25628
29363000000540.4QAM25629
303710000004.940.9QAM25630
313790000004.440.4QAM25631



3.0 Downstream channels

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

25Locked40.36628720
1Locked40.36628700
2Locked40.94620900
3Locked40.366287361170
4Locked40.36628710
5Locked40.36628700
6Locked40.36628700
7Locked40.94620900
8Locked40.3662874110
9Locked40.94620900
10Locked40.94620900
11Locked40.94620910
12Locked40.94620900
13Locked40.36628720
14Locked40.94620900
15Locked40.36628710
16Locked40.36628700
17Locked40.94620900
18Locked40.36628710
19Locked40.36628710
20Locked40.36628730
21Locked40.36628710
22Locked40.36628710
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked40.36628710
28Locked40.94620910
29Locked40.36628730
30Locked40.94620920
31Locked40.36628700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096392
160964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked435.21740953090
160Locked425.358283536320

and upstream

 

3.0 Upstream channels

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

14310000041.55120 KSym/sec64QAM10
223600000405120 KSym/sec32QAM13
33010000040.55120 KSym/sec32QAM12
436600000415120 KSym/sec32QAM11
549600000425120 KSym/sec64QAM9



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA00250
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0010
5US_TYPE_STDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1410.036.82KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA20053.910

jpeg1
Alessandro Volta

When the Hub finally connected it very likely did a reset of the logs. 

It's still not right though. There's a lot of noise on two of the downstream channels which the Hub is working hard to correct, and two of the upstream channels are working at reduced modulation levels.

This will need a technician visit to sort it out, if you can get one. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Zach_R
Forum Team
Forum Team

Hi @k3vink3vin,


Thank you for your posts and welcome back to our community forums. We're here to help.

I'm very sorry to hear that you're facing some issues with your connection recently, and that your router is displaying a red light. I've checked over things on our systems, and it appears that there's a known fault that we're working on with a current estimated fix date/time of approximately 9:00am on January 30th.

If your issues persist after this time has passed, let us know and we can go from there.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Hi Zach,

The internet is working but there is still a lot of noise on a downstream channel.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253310000004.440.4QAM25625
41630000007.140.4QAM2564
51710000006.740.9QAM2565
61790000006.540.4QAM2566
71870000006.340.9QAM2567
81950000006.140.4QAM2568
92030000005.740.4QAM2569
102110000005.940.4QAM25610
11219000000640.9QAM25611
122270000005.940.4QAM25612
132350000006.140.9QAM25613
14243000000640.4QAM25614
152510000006.140.9QAM25615
162590000006.240.4QAM25616
172670000005.640.4QAM25617
182750000005.240.9QAM25618
192830000004.940.9QAM25619
20291000000540.4QAM25620
21299000000540.9QAM25621
223070000004.440.4QAM25622
23315000000540.4QAM25623
243230000004.540.9QAM25624
263390000004.540.9QAM25626
273470000004.640.4QAM25627
283550000004.840.9QAM25628
293630000004.640.9QAM25629
303710000004.440.4QAM25630
31379000000440.4QAM25631
32387000000439QAM25632
335230000005.140.4QAM25633
345310000004.940.9QAM25634


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked40.36628710
4Locked40.36628700
5Locked40.94620930
6Locked40.3662872804580
7Locked40.946209380
8Locked40.36628700
9Locked40.36628710
10Locked40.36628710
11Locked40.946209410
12Locked40.36628710
13Locked40.94620910
14Locked40.36628700
15Locked40.94620900
16Locked40.36628700
17Locked40.36628700
18Locked40.94620910
19Locked40.94620910
20Locked40.36628700
21Locked40.94620930
22Locked40.36628720
23Locked40.36628720
24Locked40.94620900
26Locked40.94620910
27Locked40.36628710
28Locked40.94620900
29Locked40.94620910
30Locked40.36628730
31Locked40.36628740
32Locked38.98326140
33Locked40.36628780
34Locked40.946209130


3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096392
160964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked434.72492230
160Locked424.73219460

 

upstream:

 

3.0 Upstream channels

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

14310000041.55120 KSym/sec64QAM10
22360000040.55120 KSym/sec64QAM13
33010000040.55120 KSym/sec32QAM12
436600000415120 KSym/sec32QAM11
54960000042.55120 KSym/sec64QAM9



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_STDMA0000
5US_TYPE_STDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1410.036.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA20053.900

 

 

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi k3vink3vin,

Thanks for the update on this. I'm glad to hear the internet is working again, but your levels are still out of specification. I've had a further look at this and can see that the issue in your area is still ongoing and is now due to be resolved by 3rd February at 9AM.

I'm very sorry for any inconvenience this is causing and our team are working as quickly as possible to get this resolved.

Thanks,

Reece - Forum Team


New around here? To find out more about the Community check out our FAQ


Still seeing a lot of noise 

 

 

 

3.0 Downstream channels

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

253310000004.740.4QAM25625
11390000008.940.9QAM2561
21470000008.440.9QAM2562
31550000008.440.9QAM2563
41630000007.540.9QAM2564
51710000007.340.4QAM2565
6179000000740.4QAM2566
71870000006.740.9QAM2567
81950000006.540.9QAM2568
92030000006.240.9QAM2569
102110000006.540.4QAM25610
112190000006.440.4QAM25611
122270000006.340.4QAM25612
132350000006.540.9QAM25613
142430000006.440.4QAM25614
152510000006.440.4QAM25615
162590000006.640.9QAM25616
17267000000640.9QAM25617
182750000005.640.4QAM25618
192830000005.240.4QAM25619
202910000005.440.4QAM25620
212990000005.340.4QAM25621
223070000004.739QAM25622
233150000005.340.4QAM25623
243230000004.840.4QAM25624
263390000004.740.4QAM25626
273470000004.940.9QAM25627
283550000005.140.9QAM25628
293630000005.140.4QAM25629
303710000004.940.4QAM25630



3.0 Downstream channels

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

25Locked40.3662878070
1Locked40.9462093560
2Locked40.946209115154950
3Locked40.9462099070
4Locked40.946209510
5Locked40.366287430
6Locked40.366287700
7Locked40.94620982390
8Locked40.946209980
9Locked40.946209930
10Locked40.3662871120
11Locked40.3662871160
12Locked40.3662871750
13Locked40.9462091650
14Locked40.3662872010
15Locked40.3662872230
16Locked40.9462092770
17Locked40.9462093500
18Locked40.3662873390
19Locked40.3662874300
20Locked40.3662874470
21Locked40.3662875330
22Locked38.9832617460
23Locked40.3662876690
24Locked40.3662877440
26Locked40.3662877500
27Locked40.9462098820
28Locked40.9462099300
29Locked40.36628712050
30Locked40.36628711840



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
1591264K2480QAM4096392
1601924K3800QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked424.937399523700
160Locked414.92975200250