Hub 4 red light and no rf signal

[Muddles08]

Recently got a self install kit as the house has been hooked up to virgin in the past. Ordered the m500 package and received a hub 4 however the hub just has a red light on and all i get is no RF signal detected. 

Spent 3 hours on the phone trying to sort it and got no where. they just kept telling me there was no faults in the area. Everything in plugged in fully. 

Left virgin a few years ago as there was always issues, Unfortunately the only other available provider is BT with there whopping 30mbs speed. That's why I wanted to give virgin a try again. My plan is to eventually upgrade to Gig1 if they prove it works, however its not a great start

Has anyone had a similar issue before and if so how did you get it sorted. 

Thanks

[newapollo]

Hi @Muddles08 

Check all your connections are snug and tight and free from kinks, especially the white coaxial cable..

Check the external omnibox. Does it show any signs of damge or cut wires?

It's also possible that it hasn't been activated. Call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

[Muddles08]

All connections are tight and free of kinks and the external box looks fine to me.

I did ring to try and activate the box but as I've rang them with the issue the automated service just tries to put me through to someone who claims everything is activated. They haven't been any help. they just say there is no fault in the area so there is nothing they can do. 

Is there any other way to try and activate the hub? 

Someone did say the would send an engineer out on Monday but I haven't had confirmation and its a bank holiday so I wouldn't be surprised is no one turns up.

[Adduxi]

Browse to 192.168.0.1 via ethernet cable and look at the power levels and log.  It will show what the Hub is doing. 

[Muddles08]

If i go to 192.168.0.1 and click on Router Status the page is blank. I logged in and went to tools > Network status and got this 

Status

Cable Modem Status	Offline	DOCSIS unknown
Primary downstream channel	NotLocked	0
DOCSIS 3.0 channels	32	0
DOCSIS 3.1 channels	0	0

Downstream

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

0	534750000	-51.299999	14.907036	UNSUPPORTED	0
0	537000000	-51.400002	4.505623	UNSUPPORTED	0
0	535750000	-52.400002	5.415531	UNSUPPORTED	0
0	536000000	-52.500000	8.026720	UNSUPPORTED	0
0	542750000	-51.400002	5.942275	UNSUPPORTED	0
0	540500000	-52.500000	7.242929	UNSUPPORTED	0
0	545750000	-51.400002	15.935616	UNSUPPORTED	0
0	550500000	-51.299999	7.859345	UNSUPPORTED	0
0	548000000	-52.799999	5.598335	UNSUPPORTED	0
0	548500000	-52.700001	6.387106	UNSUPPORTED	0
0	548750000	-51.400002	15.217492	UNSUPPORTED	0
0	549500000	-51.400002	13.587939	UNSUPPORTED	0
0	544000000	-52.599998	11.652020	UNSUPPORTED	0
0	546500000	-52.599998	10.964238	UNSUPPORTED	0
0	550000000	-51.400002	13.431218	UNSUPPORTED	0
0	545250000	-52.500000	6.066689	UNSUPPORTED	0
0	548250000	-52.599998	9.360861	UNSUPPORTED	0
0	547500000	-52.599998	10.714272	UNSUPPORTED	0
0	547750000	-52.599998	10.113231	UNSUPPORTED	0
0	551000000	-51.400002	12.863134	UNSUPPORTED	0
0	543750000	-52.599998	8.727876	UNSUPPORTED	0
0	546250000	-52.500000	5.310641	UNSUPPORTED	0
0	546750000	-52.599998	12.263124	UNSUPPORTED	0
0	546000000	-52.500000	5.838080	UNSUPPORTED	0
0	549250000	-51.400002	18.893391	UNSUPPORTED	0
0	547250000	-52.599998	6.204381	UNSUPPORTED	0
0	545500000	-52.500000	7.935687	UNSUPPORTED	0
0	550250000	-51.400002	5.756930	UNSUPPORTED	0
0	549750000	-51.400002	8.110869	UNSUPPORTED	0
0	547000000	-52.599998	13.340906	UNSUPPORTED	0
0	544750000	-52.500000	9.070258	UNSUPPORTED	0
0	551250000	-51.400002	4.752622	UNSUPPORTED	0

[Muddles08]

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

0	NotLocked	0	0	2739
0	NotLocked	0	0	1414
0	NotLocked	0	0	2119
0	NotLocked	0	0	2033
0	NotLocked	0	0	4797
0	NotLocked	0	0	7638
0	NotLocked	0	0	979
0	NotLocked	0	0	5107
0	NotLocked	0	0	2297
0	NotLocked	0	0	7836
0	NotLocked	0	0	7127
0	NotLocked	0	0	1505
0	NotLocked	0	0	9738
0	NotLocked	0	0	11101
0	NotLocked	0	0	4834
0	NotLocked	0	0	1337
0	NotLocked	0	0	3032
0	NotLocked	0	0	10831
0	NotLocked	0	0	7741
0	NotLocked	0	0	4767
0	NotLocked	0	0	10338
0	NotLocked	0	0	158
0	NotLocked	0	0	10842
0	NotLocked	0	0	9948
0	NotLocked	0	0	6017
0	NotLocked	0	0	10933
0	NotLocked	0	0	6088
0	NotLocked	0	0	3913
0	NotLocked	0	0	2485
0	NotLocked	0	0	4064
0	NotLocked	0	0	1421
0	NotLocked	0	0	2322

Upstream

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

1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

0

0

0

0

Not sure if this is useful 

[Andrew-G]

The hub data suggests that it is connected but with such a weak connection that it can't function in any normal capacity.  That'll need a technician visit I'd reckon.  I'll flag this for the forum staff to take a look and advise.

[Serena_C]

Hi @Muddles08

Thank you for making this post regarding the connection issues you have been experiencing, I'm sorry to hear you've not got off to the best start with our internet services. I have taken a look on our systems and can see that you do have a technician visit booked for today to get this resolved. Please do keep us posted on how everything is working for you following this.

Many thanks,

Serena

[Muddles08]

All sorted. 

Apparently my house had been disconnected from the green box therefore it wasn't working. Engineer was here for about 10 mins 

[Gareth_L]

Hey Muddles08

Thanks for the update 

Glad to hear its all okay now

Gareth_L