Virgin Media Community

[jenat212]

Hi,

Our neighborhood broadband went down early this morning, Service status page said known issue, engineer on route and a fix by 18;00

 At 15:40 I Received text saying the fault had been cleared and fixed.

Nope, service is kind of back, but intermittent at best, Superhub 3 has a solid white light and the WiFi light is solid green, and the internet light id flashing green since around the time of supposed fix, service status page now says all working OK, and the self tests come back as good.

Downstream bonded channels

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

1

435000000

5.5

38

256 qam

4

Downstream bonded channels

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

1

Locked

38.6

6

0

Upstream bonded channels

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

1

53700029

45

5120

64 qam

2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	rkldJKDHSUBsgvca69834ncxv

Primary Downstream Service Flow

SFID	16676
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16675
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Hub 3.0 device informationThe information below shows current status of this Hub 3.0.

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.302
Cable MAC address	: **:**:**:**:**:**
Cable modem serial number	: AAAP72057852
System up time	: 0 days 1h:51m:29s
Network access	: Allowed

WAN IP settings

Your current Hub 3.0 internet settings are displayed below

MAC address

: **:**:**:**:**:**

IPv4 address	: 82.5.130.178
Default gateway	: 82.5.128.1
IPv4 lease time	: 6 days 14h:56m:13s
IPv4 lease expire	: 17/12/2020 12:00:47.00

I have restarted Hub numerous times, and reset to factory settings too.

Anyone have any idea if the above router info gives any clues at all please?

[MikeRobbo]

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

[jenat212]

Hi Mike,

Thanks for the advice just tried this and left it all unplugged for 10 minutes, but alas no luck still intermittent connections and when connected only getting 

;(

[MikeRobbo]

Looking at your BQM there is a WAN line issue.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

[MikeRobbo]

Can you repost the Hub data to see if anything has changed since the reboot.

Hopefully you will have regained the missing Downstream & Upstream channels.

[jenat212]

Hi again, 

Still only have the locked channels that I had in my first post, could that be the issue, and I'd so is it a VM issue or a local to my setup issue?

Thanks again

Downstream bonded channels

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

1

435000000

5.5

38

256 qam

4

Downstream bonded channels

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

1

Locked

38.6

7

0

[jenat212]

So a day of only 1 channel down stream and up stream connection, still 1 green wifi led and 1 flashing green internet led on the hub.

BQM seems to show the sporadic connection and speed.

No known issues on the service status page, and no one answers the calls on 150, no live chat available no one from VM seems to be in ( yes i know theres a lot of home working atm)

[MikeRobbo]

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.