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No internet -hub 4 flashing yellow light

Rosielm
Joining in

Internet has been down for a day, our router is flashing yellow. A restart gets the light white flashing whilst resetting but then reverts back to yellow flash. 
Logging into the advanced settings (IP address in browser) says internet has registration failure. 
No issues in area currently. 

10 REPLIES 10

Client62
Hero

Call this in as a fault.

Zoie_P
Forum Team
Forum Team

Hi @Rosielm

Thank you for your post and welcome to forums 🌞

How is your service looking since your post? Was this a fault?

Zoie

Flashing yellow seems to have replaced red on the SH4 since the recent change that also made green in modem mode "all ok" too. Not seen any comms on this though?

Thank you for that information pmd_clock.  

I have taken a look on our side and it looks as though there is an registered intermittent issue in your area. 

This is an SNR issue. The reference is: F010283548 and the estimated fix date is: 06 MAR 2023 15:00

^Martin

Just got of the phone with retentions for the same thing 2 days ago hub went offline for 24 hrs, helpful overseas guy took my mac address and then a firmware came in blue flashing? Then was back online. Two days later I'm offline again after the year I've had I can't believe this.

Is this a registration problem or snr, as an engineer at my parents home said networks confirmed snr problem for south brisitol, later dismissed by back end. Any ideals?. I have an engineer coming tomorrow to upgrade my hub to the 5 I'm promised it will be good after that. So is it the hub or not?

Regards

Hi @Viper-t 

I can see you have already been support on your issue on your own thread. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi carley thanks for your reply, so engineer been we tried the hub 5 but it is not good at all I gave it a day or two to settle but the latest upstream profile change (12/13) at 9pm this evening has hit me offline all upstream at 16qam in game Real world latency packet loss as well as bqm shown below.

The game latency is not game server as its 2 different games on 2 different servers at the same time the bqm reflects this. I installed a asus rapture axe16000 at about 4pm it shows that bqm also with the same packet loss latency. Hope this helps. The engineer was a top bloke and only lives across the road from me and left me his number so will hit him up in the am. If it helps the upstream on game photo with pl out (packet loss out) very erratic purple line, pl in green line good stable. Many thanks

20231204_213230.jpg20231204_212018.jpg20231204_212015.jpgScreenshot_20231204_212417_Chrome.jpgf2518c9d4fa3b461b47defde0d890e46999b9c65-04-12-2023.png2232719e50ef58eb2f8b47db7badcc848b5e5a3a-02-12-2023.png2232719e50ef58eb2f8b47db7badcc848b5e5a3a-03-12-2023.png2232719e50ef58eb2f8b47db7badcc848b5e5a3a-04-12-2023.png

 

 

Hi @Viper-t,

Thank you for the update on this. I'm sorry to hear that you seem to still be facing some issues.

Do you have a link to a live BQM that you can share with us instead of screenshots? We can then see your connection quality in real-time that way.

When did you last speak with the technician about this and what have they advised on the matter?

Thanks,


Zach - Forum Team
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Viper-t
Fibre optic

Hi zach if you pm me I'll send you the link. Its amazing how when you change my profile for up and downstream the latency and the packet loss nearly goes away. The profile changes last night/early morning and the TLV-11 profile different vendor or multi? Has made a huge improvement yet my upstream is still dropping all channels modulation to keep it running which is not idea but ok, long as the latency and packet loss are not there who cares right? Problem though is how long I'm on this profile before I get put right back to profile 12/13 where my problems come back. Is there a reason for these constant profile changes?. Many thanks 

Best regards

Screenshot_20231208_171119_Chrome.jpg

07-12-2023 02:06:01noticeREGISTRATION COMPLETE - Waiting for Operational status
07-12-2023 02:05:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-12-2023 02:05:57noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-12-2023 02:05:52noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-12-2023 02:05:49noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-12-2023 02:05:46warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-12-2023 02:05:44noticeHonoring MDD; IP provisioning mode = IPv4
07-12-2023 02:05:25criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-12-2023 02:05:24criticalCable Modem Reboot because of - unknown
06-12-2023 18:23:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2023 18:23:45criticalCable Modem Reboot because of - unknown
05-12-2023 17:39:54criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2023 17:39:53criticalCable Modem Reboot because of - unknown
04-12-2023 14:17:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2023 14:17:45criticalCable Modem Reboot because of - Erouter Mode Change
04-12-2023 13:28:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2023 13:28:21criticalCable Modem Reboot because of - HW or Power-On Reset
03-12-2023 18:22:28criticalCable Modem Reboot because of - unknown
03-12-2023 18:22:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 14:41:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 14:41:15criticalCable Modem Reboot because of - Software_Upgrade
02-12-2023 14:36:03criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 14:33:43criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 18:17:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 18:17:21criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;