Virgin Media Community

[Kellyfamily]

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?

[jpeg1]

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. 

[Kellyfamily]

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

3.0 Downstream channels

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

3.1 Downstream channels

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

33

94

4K

1840

QAM2048

424

3.1 Downstream channels

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

33

Locked

35

-9.1

288540521

0

[Kellyfamily]

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

3.0 Upstream channels

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

[Kellyfamily]

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

[jpeg1 · Accepted solution]

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. 

[Jodi_S]

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. 

[Kellyfamily]

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

[Kellyfamily]

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.

[Kellyfamily]

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.