on 26-01-2023 11:09
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
Answered! Go to Answer
on 27-01-2023 11:18
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.
on 26-01-2023 11:32
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.
on 27-01-2023 10:54
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:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 4.8 | 40.4 | QAM256 | 25 |
1 | 139000000 | 8.7 | 40.4 | QAM256 | 1 |
2 | 147000000 | 8.4 | 40.9 | QAM256 | 2 |
3 | 155000000 | 8.4 | 40.4 | QAM256 | 3 |
4 | 163000000 | 7.5 | 40.4 | QAM256 | 4 |
5 | 171000000 | 7.1 | 40.4 | QAM256 | 5 |
6 | 179000000 | 6.9 | 40.4 | QAM256 | 6 |
7 | 187000000 | 6.7 | 40.9 | QAM256 | 7 |
8 | 195000000 | 6.5 | 40.4 | QAM256 | 8 |
9 | 203000000 | 6.1 | 40.9 | QAM256 | 9 |
10 | 211000000 | 6.4 | 40.9 | QAM256 | 10 |
11 | 219000000 | 6.5 | 40.9 | QAM256 | 11 |
12 | 227000000 | 6.4 | 40.9 | QAM256 | 12 |
13 | 235000000 | 6.5 | 40.4 | QAM256 | 13 |
14 | 243000000 | 6.4 | 40.9 | QAM256 | 14 |
15 | 251000000 | 6.4 | 40.4 | QAM256 | 15 |
16 | 259000000 | 6.6 | 40.4 | QAM256 | 16 |
17 | 267000000 | 6 | 40.9 | QAM256 | 17 |
18 | 275000000 | 5.7 | 40.4 | QAM256 | 18 |
19 | 283000000 | 5.3 | 40.4 | QAM256 | 19 |
20 | 291000000 | 5.4 | 40.4 | QAM256 | 20 |
21 | 299000000 | 5.5 | 40.4 | QAM256 | 21 |
22 | 307000000 | 4.8 | 40.4 | QAM256 | 22 |
23 | 315000000 | 5.4 | 40.4 | QAM256 | 23 |
24 | 323000000 | 4.9 | 40.4 | QAM256 | 24 |
26 | 339000000 | 4.8 | 40.4 | QAM256 | 26 |
27 | 347000000 | 5 | 40.4 | QAM256 | 27 |
28 | 355000000 | 5.2 | 40.9 | QAM256 | 28 |
29 | 363000000 | 5 | 40.4 | QAM256 | 29 |
30 | 371000000 | 4.9 | 40.9 | QAM256 | 30 |
31 | 379000000 | 4.4 | 40.4 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 2 | 0 |
1 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 40.946209 | 0 | 0 |
3 | Locked | 40.366287 | 36117 | 0 |
4 | Locked | 40.366287 | 1 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.946209 | 0 | 0 |
8 | Locked | 40.366287 | 411 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.946209 | 1 | 0 |
12 | Locked | 40.946209 | 0 | 0 |
13 | Locked | 40.366287 | 2 | 0 |
14 | Locked | 40.946209 | 0 | 0 |
15 | Locked | 40.366287 | 1 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.366287 | 1 | 0 |
19 | Locked | 40.366287 | 1 | 0 |
20 | Locked | 40.366287 | 3 | 0 |
21 | Locked | 40.366287 | 1 | 0 |
22 | Locked | 40.366287 | 1 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.366287 | 1 | 0 |
28 | Locked | 40.946209 | 1 | 0 |
29 | Locked | 40.366287 | 3 | 0 |
30 | Locked | 40.946209 | 2 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 392 |
160 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 43 | 5.2 | 174095309 | 0 |
160 | Locked | 42 | 5.3 | 58283536 | 320 |
on 27-01-2023 10:56
and upstream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 43100000 | 41.5 | 5120 KSym/sec | 64QAM | 10 |
2 | 23600000 | 40 | 5120 KSym/sec | 32QAM | 13 |
3 | 30100000 | 40.5 | 5120 KSym/sec | 32QAM | 12 |
4 | 36600000 | 41 | 5120 KSym/sec | 32QAM | 11 |
5 | 49600000 | 42 | 5120 KSym/sec | 64QAM | 9 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 25 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
5 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
14 | 10.0 | 36.8 | 2K | QAM8 |
14 | OFDMA | 200 | 53.9 | 1 | 0 |
on 27-01-2023 11:18
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.
on 29-01-2023 17:36
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,
on 30-01-2023 11:53
Hi Zach,
The internet is working but there is still a lot of noise on a downstream channel.
25 | 331000000 | 4.4 | 40.4 | QAM256 | 25 |
4 | 163000000 | 7.1 | 40.4 | QAM256 | 4 |
5 | 171000000 | 6.7 | 40.9 | QAM256 | 5 |
6 | 179000000 | 6.5 | 40.4 | QAM256 | 6 |
7 | 187000000 | 6.3 | 40.9 | QAM256 | 7 |
8 | 195000000 | 6.1 | 40.4 | QAM256 | 8 |
9 | 203000000 | 5.7 | 40.4 | QAM256 | 9 |
10 | 211000000 | 5.9 | 40.4 | QAM256 | 10 |
11 | 219000000 | 6 | 40.9 | QAM256 | 11 |
12 | 227000000 | 5.9 | 40.4 | QAM256 | 12 |
13 | 235000000 | 6.1 | 40.9 | QAM256 | 13 |
14 | 243000000 | 6 | 40.4 | QAM256 | 14 |
15 | 251000000 | 6.1 | 40.9 | QAM256 | 15 |
16 | 259000000 | 6.2 | 40.4 | QAM256 | 16 |
17 | 267000000 | 5.6 | 40.4 | QAM256 | 17 |
18 | 275000000 | 5.2 | 40.9 | QAM256 | 18 |
19 | 283000000 | 4.9 | 40.9 | QAM256 | 19 |
20 | 291000000 | 5 | 40.4 | QAM256 | 20 |
21 | 299000000 | 5 | 40.9 | QAM256 | 21 |
22 | 307000000 | 4.4 | 40.4 | QAM256 | 22 |
23 | 315000000 | 5 | 40.4 | QAM256 | 23 |
24 | 323000000 | 4.5 | 40.9 | QAM256 | 24 |
26 | 339000000 | 4.5 | 40.9 | QAM256 | 26 |
27 | 347000000 | 4.6 | 40.4 | QAM256 | 27 |
28 | 355000000 | 4.8 | 40.9 | QAM256 | 28 |
29 | 363000000 | 4.6 | 40.9 | QAM256 | 29 |
30 | 371000000 | 4.4 | 40.4 | QAM256 | 30 |
31 | 379000000 | 4 | 40.4 | QAM256 | 31 |
32 | 387000000 | 4 | 39 | QAM256 | 32 |
33 | 523000000 | 5.1 | 40.4 | QAM256 | 33 |
34 | 531000000 | 4.9 | 40.9 | QAM256 | 34 |
25 | Locked | 40.366287 | 1 | 0 |
4 | Locked | 40.366287 | 0 | 0 |
5 | Locked | 40.946209 | 3 | 0 |
6 | Locked | 40.366287 | 280458 | 0 |
7 | Locked | 40.946209 | 38 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.366287 | 1 | 0 |
10 | Locked | 40.366287 | 1 | 0 |
11 | Locked | 40.946209 | 41 | 0 |
12 | Locked | 40.366287 | 1 | 0 |
13 | Locked | 40.946209 | 1 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.946209 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.946209 | 1 | 0 |
19 | Locked | 40.946209 | 1 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.946209 | 3 | 0 |
22 | Locked | 40.366287 | 2 | 0 |
23 | Locked | 40.366287 | 2 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.946209 | 1 | 0 |
27 | Locked | 40.366287 | 1 | 0 |
28 | Locked | 40.946209 | 0 | 0 |
29 | Locked | 40.946209 | 1 | 0 |
30 | Locked | 40.366287 | 3 | 0 |
31 | Locked | 40.366287 | 4 | 0 |
32 | Locked | 38.983261 | 4 | 0 |
33 | Locked | 40.366287 | 8 | 0 |
34 | Locked | 40.946209 | 13 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 392 |
160 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 43 | 4.7 | 249223 | 0 |
160 | Locked | 42 | 4.7 | 321946 | 0 |
on 30-01-2023 11:53
upstream:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 43100000 | 41.5 | 5120 KSym/sec | 64QAM | 10 |
2 | 23600000 | 40.5 | 5120 KSym/sec | 64QAM | 13 |
3 | 30100000 | 40.5 | 5120 KSym/sec | 32QAM | 12 |
4 | 36600000 | 41 | 5120 KSym/sec | 32QAM | 11 |
5 | 49600000 | 42.5 | 5120 KSym/sec | 64QAM | 9 |
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 |
14 | 10.0 | 36.5 | 2K | QAM8 |
14 | OFDMA | 200 | 53.9 | 0 | 0 |
on 01-02-2023 12:43
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,
on 07-02-2023 17:29
Still seeing a lot of noise
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 4.7 | 40.4 | QAM256 | 25 |
1 | 139000000 | 8.9 | 40.9 | QAM256 | 1 |
2 | 147000000 | 8.4 | 40.9 | QAM256 | 2 |
3 | 155000000 | 8.4 | 40.9 | QAM256 | 3 |
4 | 163000000 | 7.5 | 40.9 | QAM256 | 4 |
5 | 171000000 | 7.3 | 40.4 | QAM256 | 5 |
6 | 179000000 | 7 | 40.4 | QAM256 | 6 |
7 | 187000000 | 6.7 | 40.9 | QAM256 | 7 |
8 | 195000000 | 6.5 | 40.9 | QAM256 | 8 |
9 | 203000000 | 6.2 | 40.9 | QAM256 | 9 |
10 | 211000000 | 6.5 | 40.4 | QAM256 | 10 |
11 | 219000000 | 6.4 | 40.4 | QAM256 | 11 |
12 | 227000000 | 6.3 | 40.4 | QAM256 | 12 |
13 | 235000000 | 6.5 | 40.9 | QAM256 | 13 |
14 | 243000000 | 6.4 | 40.4 | QAM256 | 14 |
15 | 251000000 | 6.4 | 40.4 | QAM256 | 15 |
16 | 259000000 | 6.6 | 40.9 | QAM256 | 16 |
17 | 267000000 | 6 | 40.9 | QAM256 | 17 |
18 | 275000000 | 5.6 | 40.4 | QAM256 | 18 |
19 | 283000000 | 5.2 | 40.4 | QAM256 | 19 |
20 | 291000000 | 5.4 | 40.4 | QAM256 | 20 |
21 | 299000000 | 5.3 | 40.4 | QAM256 | 21 |
22 | 307000000 | 4.7 | 39 | QAM256 | 22 |
23 | 315000000 | 5.3 | 40.4 | QAM256 | 23 |
24 | 323000000 | 4.8 | 40.4 | QAM256 | 24 |
26 | 339000000 | 4.7 | 40.4 | QAM256 | 26 |
27 | 347000000 | 4.9 | 40.9 | QAM256 | 27 |
28 | 355000000 | 5.1 | 40.9 | QAM256 | 28 |
29 | 363000000 | 5.1 | 40.4 | QAM256 | 29 |
30 | 371000000 | 4.9 | 40.4 | QAM256 | 30 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 807 | 0 |
1 | Locked | 40.946209 | 356 | 0 |
2 | Locked | 40.946209 | 11515495 | 0 |
3 | Locked | 40.946209 | 907 | 0 |
4 | Locked | 40.946209 | 51 | 0 |
5 | Locked | 40.366287 | 43 | 0 |
6 | Locked | 40.366287 | 70 | 0 |
7 | Locked | 40.946209 | 8239 | 0 |
8 | Locked | 40.946209 | 98 | 0 |
9 | Locked | 40.946209 | 93 | 0 |
10 | Locked | 40.366287 | 112 | 0 |
11 | Locked | 40.366287 | 116 | 0 |
12 | Locked | 40.366287 | 175 | 0 |
13 | Locked | 40.946209 | 165 | 0 |
14 | Locked | 40.366287 | 201 | 0 |
15 | Locked | 40.366287 | 223 | 0 |
16 | Locked | 40.946209 | 277 | 0 |
17 | Locked | 40.946209 | 350 | 0 |
18 | Locked | 40.366287 | 339 | 0 |
19 | Locked | 40.366287 | 430 | 0 |
20 | Locked | 40.366287 | 447 | 0 |
21 | Locked | 40.366287 | 533 | 0 |
22 | Locked | 38.983261 | 746 | 0 |
23 | Locked | 40.366287 | 669 | 0 |
24 | Locked | 40.366287 | 744 | 0 |
26 | Locked | 40.366287 | 750 | 0 |
27 | Locked | 40.946209 | 882 | 0 |
28 | Locked | 40.946209 | 930 | 0 |
29 | Locked | 40.366287 | 1205 | 0 |
30 | Locked | 40.366287 | 1184 | 0 |
159 | 126 | 4K | 2480 | QAM4096 | 392 |
160 | 192 | 4K | 3800 | QAM4096 | 759 |
159 | Locked | 42 | 4.9 | 3739952370 | 0 |
160 | Locked | 41 | 4.9 | 297520025 | 0 |