on 15-12-2021 04:40
Hi,
I’m after any help that anyone can offer!
I had a perfectly working hub3 on 500gb, have upgraded to gig1 and after the customary 5 day game with yodel of ‘will they deliver today’ my new hub4 turned up last night.
I’ve installed it like for like but am getting no internet. I have spoken to customer services who couldn’t help a lot but are sending out an engineer next week although I can’t wait this long! They could not re-activate my old hub3 so I have gone in a short time from perfectly working 500gb to nothing with a week without internet where I somehow have to work from home as well as all the life benefits internet has.
Does anyone have any suggestions?
I have checked the cable tightness
I have used a different coax from the TV and an old install
I have checked everything is snug in the brown box outside.
I have rebooted and reset the router
I have asked customer services to send an activation ‘ping’
The system is cycling through getting a CM IP, downloading the config file then failing and seems to only be seeing 1 downstream and 1 upstream channel.
Cable Modem Status | ||
Item | Status | Comments |
Cable Modem Status | Offline | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
Channel Overview | Downstream | Upstream |
DOCSIS 3.0 channels | 1 | 1 |
DOCSIS 3.1 channels | 0 | 0 |
3.0 Downstream channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
25 | 331000000 | 0.4 | 37.6 | QAM256 | 25 |
3.0 Downstream channels
Channel | Lock Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
25 | Locked | 37.636276 | 0 | 0 |
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 25800000 | 39 | 5120 KSym/sec | 64QAM | 12 |
3.0 Upstream channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | false |
DOCSIS Mode | 3.1 |
Config file | *** (not sure if I needed to redact this) |
Primary Downstream Service Flow
SFID | 4946 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 4945 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
Network Log
Time | Priority | Description |
Wed 15/12/2021 04:01:34 | 3 | REG RSP not received;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:02:51 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:02:51 | 4 | T6 Timeout and retries exceeded;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:02:51 | 3 | REG RSP not received;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=00:**:**:**:**:ec;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:04:08 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:04:08 | 4 | T6 Timeout and retries exceeded;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:04:08 | 3 | REG RSP not received;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:05:27 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:05:27 | 4 | T6 Timeout and retries exceeded;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:05:27 | 3 | REG RSP not received;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:06:41 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:06:41 | 4 | T6 Timeout and retries exceeded;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:06:41 | 3 | REG RSP not received;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 15/12/2021 04:06:41 | 3 | No Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Answered! Go to Answer
on 15-12-2021 10:06
Try a full 60 second factory reset on the Hub as detailed below. Note the do not reboot the Hub bit, it will sort itself out.
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
This may help.
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on 15-12-2021 08:59
Thanks for your post and welcome to the Community Forums, shadowswan,
Sorry to hear that your new hub isn't working. Have you tried contacting the qucikstart installs team to see if it's an activation issue? They can be reached at 0800 953 9500
Cheers,
Corey C
on 15-12-2021 09:10
Corey,
Thanks for the reply, yes I called them but unfortunately they couldn’t offer any help
on 15-12-2021 10:06
Try a full 60 second factory reset on the Hub as detailed below. Note the do not reboot the Hub bit, it will sort itself out.
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
This may help.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 15-12-2021 18:30
Thanks so much! This worked perfectly