on 15-03-2022 00:24
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?
Answered! Go to Answer
on 16-03-2022 08:28
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.
15-03-2022 09:33 - edited 15-03-2022 09:40
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.
on 16-03-2022 00:02
I’ve checked for faults. I’m very grateful for your help.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | -7.500000 | 33.834164 | QAM256 | 25 |
6 | 178750000 | -6.599998 | 31.993563 | QAM256 | 6 |
7 | 186750000 | -6.799999 | 31.993563 | QAM256 | 7 |
8 | 194750000 | -6.900002 | 31.993563 | QAM256 | 8 |
9 | 202750000 | -6.900002 | 31.993563 | QAM256 | 9 |
10 | 210750000 | -6.900002 | 32.237156 | QAM256 | 10 |
11 | 218750000 | -7.099998 | 32.321487 | QAM256 | 11 |
12 | 226750000 | -7.000000 | 32.237156 | QAM256 | 12 |
13 | 234750000 | -7.400002 | 32.321487 | QAM256 | 13 |
14 | 242750000 | -7.700001 | 32.237156 | QAM256 | 14 |
15 | 250750000 | -7.900002 | 32.321487 | QAM256 | 15 |
16 | 258750000 | -7.000000 | 33.062504 | QAM256 | 16 |
17 | 266750000 | -6.900002 | 33.376591 | QAM256 | 17 |
18 | 274750000 | -7.500000 | 33.486542 | QAM256 | 18 |
19 | 282750000 | -7.799999 | 33.376591 | QAM256 | 19 |
20 | 290750000 | -7.500000 | 33.486542 | QAM256 | 20 |
21 | 298750000 | -6.500000 | 33.486542 | QAM256 | 21 |
22 | 306750000 | -6.400002 | 33.834164 | QAM256 | 22 |
23 | 314750000 | -6.500000 | 33.834164 | QAM256 | 23 |
24 | 322750000 | -7.500000 | 33.834164 | QAM256 | 24 |
26 | 338750000 | -7.299999 | 33.956509 | QAM256 | 26 |
27 | 346750000 | -7.299999 | 33.834164 | QAM256 | 27 |
28 | 354750000 | -7.799999 | 33.956509 | QAM256 | 28 |
29 | 362750000 | -7.700001 | 33.834164 | QAM256 | 29 |
30 | 370750000 | -8.099998 | 33.376591 | QAM256 | 30 |
31 | 378750000 | -8.400002 | 33.376591 | QAM256 | 31 |
32 | 386750000 | -8.400002 | 33.486542 | QAM256 | 32 |
34 | 394750000 | -8.099998 | 33.956509 | QAM256 | 34 |
35 | 402750000 | -8.000000 | 33.834164 | QAM256 | 35 |
36 | 410750000 | -7.799999 | 33.956509 | QAM256 | 36 |
37 | 418750000 | -7.799999 | 34.483570 | QAM256 | 37 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 33.834164 | 4143 | 0 |
6 | Locked | 31.993563 | 357737 | 0 |
7 | Locked | 31.993563 | 413945 | 0 |
8 | Locked | 31.993563 | 311668 | 0 |
9 | Locked | 31.993563 | 367824 | 0 |
10 | Locked | 32.237156 | 223119 | 0 |
11 | Locked | 32.321487 | 220344 | 0 |
12 | Locked | 32.237156 | 195346 | 0 |
13 | Locked | 32.321487 | 209797 | 0 |
14 | Locked | 32.237156 | 215468 | 0 |
15 | Locked | 32.321487 | 221001 | 0 |
16 | Locked | 33.062504 | 34960 | 0 |
17 | Locked | 33.376591 | 19655 | 0 |
18 | Locked | 33.486542 | 16808 | 0 |
19 | Locked | 33.376591 | 12466 | 0 |
20 | Locked | 33.486542 | 7443 | 0 |
21 | Locked | 33.486542 | 7879 | 0 |
22 | Locked | 33.834164 | 6599 | 0 |
23 | Locked | 33.834164 | 3329 | 0 |
24 | Locked | 33.834164 | 6574 | 0 |
26 | Locked | 33.956509 | 2257 | 0 |
27 | Locked | 33.834164 | 2924 | 0 |
28 | Locked | 33.956509 | 3499 | 0 |
29 | Locked | 33.834164 | 5562 | 0 |
30 | Locked | 33.376591 | 10329 | 0 |
31 | Locked | 33.376591 | 8839 | 0 |
32 | Locked | 33.486542 | 8697 | 0 |
34 | Locked | 33.956509 | 5058 | 0 |
35 | Locked | 33.834164 | 4809 | 0 |
36 | Locked | 33.956509 | 2012 | 0 |
37 | Locked | 34.483570 | 1113 | 0 |
33 | 94 | 4K | 1840 | QAM2048 | 424 |
33 | Locked | 35 | -9.1 | 288540521 | 0 |
on 16-03-2022 00:03
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 42.270599 | 5120 KSym/sec | 64QAM | 6 |
2 | 39400000 | 42.520599 | 5120 KSym/sec | 64QAM | 4 |
3 | 46200000 | 42.520599 | 5120 KSym/sec | 64QAM | 3 |
4 | 32600000 | 42.520599 | 5120 KSym/sec | 64QAM | 5 |
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 |
on 16-03-2022 00:04
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cmreg-vmdg640-bbt060-b.cm |
SFID | 422842 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 422841 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
on 16-03-2022 08:28
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.
on 18-03-2022 13:20
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.
19-03-2022 08:48 - edited 19-03-2022 08:49
Hello Jodi_S, thanks for help on this. The trail has gone dead. I’ve replied but am I better to phone?
on 24-03-2022 14:25
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.
on 27-03-2022 16:18
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.