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Can’t reset and log on to Hub4, internet drops

Kellyfamily
On our wavelength

At the end of a long week of shabby internet (Tv working) m500 Tarif. Checked all connections and now trying to factory reset Hub 4. Very slow process, boots me back to beginning. If works internet still fails. What am I doing wrong?

1 ACCEPTED SOLUTION

Accepted Solutions

You have a very poor connection. The signal levels are too low and need to be reset by a technician. You can phone in and report a fault, or wait for a staff member to pick this up here. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

See where this Helpful Answer was posted

12 REPLIES 12

jpeg1
Alessandro Volta

Make sure you are doing the reset correctly. After you have held the button in for at least 30 seconds (some say 60!) don't do anything else. Leave it to restart in its own time which is a long pause. 

I assume you have checked the local faults line 0800 561 0061. If that doesn't mention a known fault, point your browser at the Hub, copy and paste here as text all three sets of connection data. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Kellyfamily
On our wavelength

I’ve checked for faults. I’m very grateful for your help.


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

25330750000-7.50000033.834164QAM25625
6178750000-6.59999831.993563QAM2566
7186750000-6.79999931.993563QAM2567
8194750000-6.90000231.993563QAM2568
9202750000-6.90000231.993563QAM2569
10210750000-6.90000232.237156QAM25610
11218750000-7.09999832.321487QAM25611
12226750000-7.00000032.237156QAM25612
13234750000-7.40000232.321487QAM25613
14242750000-7.70000132.237156QAM25614
15250750000-7.90000232.321487QAM25615
16258750000-7.00000033.062504QAM25616
17266750000-6.90000233.376591QAM25617
18274750000-7.50000033.486542QAM25618
19282750000-7.79999933.376591QAM25619
20290750000-7.50000033.486542QAM25620
21298750000-6.50000033.486542QAM25621
22306750000-6.40000233.834164QAM25622
23314750000-6.50000033.834164QAM25623
24322750000-7.50000033.834164QAM25624
26338750000-7.29999933.956509QAM25626
27346750000-7.29999933.834164QAM25627
28354750000-7.79999933.956509QAM25628
29362750000-7.70000133.834164QAM25629
30370750000-8.09999833.376591QAM25630
31378750000-8.40000233.376591QAM25631
32386750000-8.40000233.486542QAM25632
34394750000-8.09999833.956509QAM25634
35402750000-8.00000033.834164QAM25635
36410750000-7.79999933.956509QAM25636
37418750000-7.79999934.483570QAM25637



3.0 Downstream channels

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

25Locked33.83416441430
6Locked31.9935633577370
7Locked31.9935634139450
8Locked31.9935633116680
9Locked31.9935633678240
10Locked32.2371562231190
11Locked32.3214872203440
12Locked32.2371561953460
13Locked32.3214872097970
14Locked32.2371562154680
15Locked32.3214872210010
16Locked33.062504349600
17Locked33.376591196550
18Locked33.486542168080
19Locked33.376591124660
20Locked33.48654274430
21Locked33.48654278790
22Locked33.83416465990
23Locked33.83416433290
24Locked33.83416465740
26Locked33.95650922570
27Locked33.83416429240
28Locked33.95650934990
29Locked33.83416455620
30Locked33.376591103290
31Locked33.37659188390
32Locked33.48654286970
34Locked33.95650950580
35Locked33.83416448090
36Locked33.95650920120
37Locked34.48357011130



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM2048424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked35-9.12885405210

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

12580000042.2705995120 KSym/sec64QAM6
23940000042.5205995120 KSym/sec64QAM4
34620000042.5205995120 KSym/sec64QAM3
43260000042.5205995120 KSym/sec64QAM5



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt060-b.cm



Primary Downstream Service Flow

SFID
422842
Max Traffic Rate
230000061
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
422841
Max Traffic Rate
22000061
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

You have a very poor connection. The signal levels are too low and need to be reset by a technician. You can phone in and report a fault, or wait for a staff member to pick this up here. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hi Kellyfamily,

A warm welcome and thanks for posting on our community forums. Sorry to her that you're experiencing issues with the SH4, and that your connection is not the best.

Remotely looking at the systems from our end, we can see that you are indeed experiencing issues with your downstream power levels. 

Due to this we will need to book an engineer to come and get this resolved for you.

So I can get this arranged, I will pop you over a private message to take some details from you. 

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

Hello Jodi_S, thanks for help on this. The trail has gone dead. I’ve replied but am I better to phone?

Hiya, if there’s a mod who might be able to get me closer to help and solution I’ll still be grateful. Engineer out, long time. Apparently problem outside building, at box, possibly whole area. Not fixed yet. Always difficult phoning for help, just done factory reset twice of H4 (this must be 20th reset) and been encouraged to download a speed checker by Ookla (with more cookies than is normal and no simple way to sieve them - support on phone, obviously keen to get on with day, what the hell have I been asked to open?) with download speeds of 13.19 Mbps at last test.

what is going on?

burning through data and battery on mobile.

Still burning through data trying to get help on Wi-Fi that I really don’t think is cutting the mustard on speed. Using 4G data because pages frequently don’t load or I’ve got to sit by hub 4, negating the point of Wi-Fi. TV channels and cable to PS4 work.

Account validation with the forum team is a difficult step. Loathe to phone technical support as i think I’ll be asked to repeatedly do everything I’ve already done, factory resets ad infinitum and it doesn’t help. Tech, when they came out, said there was a problem outside my building, they weren’t sure about hub, and that someone would come and check that the next day. I don’t know if that’s happened, if there’s a problem, or what. There’s a self help section where a forum team member said I can check status of things, but I don’t know where that section/ place is.