Virgin Media Community

[k3vink3vin]

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

[jpeg1]

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. 

[k3vink3vin]

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

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

3.0 Downstream channels

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

3.1 Downstream channels

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

159	96	4K	1880	QAM4096	392
160	96	4K	1880	QAM4096	759

3.1 Downstream channels

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

159	Locked	43	5.2	174095309	0
160	Locked	42	5.3	58283536	320

[k3vink3vin]

and upstream

3.0 Upstream channels

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

3.0 Upstream channels

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

3.1 Upstream channels

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

14

10.0

36.8

2K

QAM8

3.1 Upstream channels

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

14

OFDMA

200

53.9

1

0

[jpeg1 · Accepted solution]

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. 

[Zach_R]

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,
 

[k3vink3vin]

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

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

3.0 Downstream channels

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

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

3.1 Downstream channels

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

159	96	4K	1880	QAM4096	392
160	96	4K	1880	QAM4096	759

3.1 Downstream channels

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

159	Locked	43	4.7	249223	0
160	Locked	42	4.7	321946	0

[k3vink3vin]

upstream:

3.0 Upstream channels

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

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

14

10.0

36.5

2K

QAM8

3.1 Upstream channels

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

14

OFDMA

200

53.9

0

0

[Reece_MH]

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,

[k3vink3vin]

Still seeing a lot of noise 

3.0 Downstream channels

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

3.0 Downstream channels

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

3.1 Downstream channels

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

159	126	4K	2480	QAM4096	392
160	192	4K	3800	QAM4096	759

3.1 Downstream channels

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

159	Locked	42	4.9	3739952370	0
160	Locked	41	4.9	297520025	0