Sudden loss of service. Red Light. No Rf Signal.

[captainpovey]

My internet has suddenly died with a solid red light last evening

I've been having other slow upload speed problems before now.

There are no reported faults.

Tested all connections and reset with no joy.

Its a hub 4 so can't run a test (madness)

The hub control panel is showing : (No RF signal detected)

Network Status :

Item Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Offline	DOCSIS unknown
Primary downstream channel	NotLocked	0
DOCSIS 3.0 channels	20	0
DOCSIS 3.1 channels	0	0

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

0	267000000	-51.1	10	UNSUPPORTED	0
0	271000000	-60	8.2	UNSUPPORTED	0
0	266500000	-52.1	13.8	UNSUPPORTED	0
0	273750000	-50.9	8	UNSUPPORTED	0
0	270750000	-51.7	8.8	UNSUPPORTED	0
0	272750000	-50.7	13.4	UNSUPPORTED	0
0	275000000	-50.9	6.4	UNSUPPORTED	0
0	267250000	-52.1	12.6	UNSUPPORTED	0
0	270000000	-52	10.5	UNSUPPORTED	0
0	273500000	-51	9.7	UNSUPPORTED	0
0	271500000	-50.7	22.2	UNSUPPORTED	0
0	272500000	-50.7	5.2	UNSUPPORTED	0
0	269500000	-51.9	16.3	UNSUPPORTED	0
0	268500000	-52	10.9	UNSUPPORTED	0
0	272000000	-50.8	9.2	UNSUPPORTED	0
0	274000000	-52.1	5.3	UNSUPPORTED	0
0	278750000	-50.8	6	UNSUPPORTED	0
0	279000000	-50.8	6.6	UNSUPPORTED	0
0	275500000	-52.1	12	UNSUPPORTED	0
0	280500000	-50.8	4.7	UNSUPPORTED	0

3.0 Downstream channels

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

0	NotLocked	10.013993	0	4961
0	NotLocked	8.197375	0	1842
0	NotLocked	13.826415	0	3164
0	NotLocked	8.028715	3735936685	3735936685
0	NotLocked	8.804206	3735936685	3735936685
0	NotLocked	13.395085	3735936685	3735936685
0	NotLocked	6.377562	0	4930
0	NotLocked	12.566718	0	3731
0	NotLocked	10.532282	3735936685	3735936685
0	NotLocked	9.732486	3735936685	3735936685
0	NotLocked	22.245516	0	4285
0	NotLocked	5.156816	0	4424
0	NotLocked	16.250092	0	4309
0	NotLocked	10.879329	0	4936
0	NotLocked	9.235634	0	4583
0	NotLocked	5.256987	3735936685	3735936685
0	NotLocked	6.024593	3735936685	3735936685
0	NotLocked	6.566493	3735936685	3735936685
0	NotLocked	11.965228	0	5310
0	NotLocked	4.705304	0	2321

3.0 Upstream channels

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

1

0

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

0

0

Relevant errors from start of down time :

Tue 23/02/2021 19:23:33	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 23/02/2021 19:23:37	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 23/02/2021 19:23:38	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 23/02/2021 19:23:38	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 23/02/2021 19:23:39	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 23/02/2021 19:26:21	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

BQM Monitor 

[conman33158 · Accepted solution]

I think maybe the hub has over heated, is it well ventilated at the top where the fan is? Check all cables coming into the hub are tight. Also, have you tried a factory reset of the hub. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.

Also call 0800 561 0061 for most up to date faults information in your area

In failing that you my well have a dead router 😞

[captainpovey]

I've tried resetting and everything else and its well ventilated. There are no faults and I've checked an neighbour and their connection is fine.
So it looks serious enough for an engineer ?
Sorry - marked last post as an answer which it isn't

[conman33158 · Accepted solution]

That's ok mate, best to ring VM on or just after 8am or alternatively you can wait here for a Virgin staff member to pick it up, but this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. You might get lucky if you ring now but be prepared to be on hold for a while listening to some really bad music....lol 🙂

If you want to wait for a Virgin staff member to pick it up, try not to bump the thread as this will throw you further down the list

[sophist]

yeah, it's all kinds of messy. suggest that you call the CS desk and they should arrange an engineer visit.

[captainpovey]

Cheers for the advice - called them up and got through surprisingly quickly after being prepared for a long wait.

Engineer came around within 48 hours and fixed things.

Ta!

[conman33158]

Glad you got sorted out mate👍 🙂