New internet install

[TheHandysides]

Good Evening to you all,

So we had an engineer round to install our new internet and I was expecting some sort of socket internally. 
What I have is a hole in the wall with a black cable coming in and then 2 filters onto the router!

Not very ascetically pleasing, is this correct?

I would post a picture but unable to see where to add pics.

Thanks

[Steven_L]

Thanks for coming back to us @TheHandysides.

Are there any issues with those devices connected directly to your hub?

Do you have any devices that you can test directly with the hub?

Please could you try a pin hole reset by holding in the reset button on the back of your hub for around 45 to 60 seconds and hopefully this will fix the problems.

Regards

Steven_L

[TheHandysides]

So our experience with Virgin has not got any better!

I have tried to factory reset the hub and it will not do it. The virgin engineer called me and said try holding reset down for 2 mins, tried that , try 3 minutes tried that.

This morning had to switch to 4g just to type this!

Really not enjoying this experience and the stress it is causing whilst trying to work from home.

 

 

[Tom_F]

Sorry to hear about the ongoing issues TheHandysides, I appreciate these things can be frustrating.

It's odd that the factory-reset isn't working though, it's usually just 60 seconds - do you feel the pinhole button press in at all?

The checks I ran from here also suggest there may be devices too close to the hub which could be impacting performance. If you're able to test a wired connection to help us identify any wider issues that would be helpful?

Ultimately we can arrange a follow-up visit if none of the above helps, please keep in touch.

Tom 

[TheHandysides]

Hi Tom,

I will try and test a wired connection tomorrow.

You do feel the button depress and the lights come on and the internet goes but I was told we would have to re enter all the passwords etc and this part isn’t happening.

Maybe I have been miss informed?

What is frustrating is it was okay for a while but today my work laptop constantly connected and reconnected and the IT department ran all the checks and my laptop is fine.

Something has changed somewhere 

[Paul_DN]

Hi TheHandysides,

Thanks for coming back to us, when you perform a pin reset by holding in the pin for a times 1 Minute you only have to change the password if you have changed this previously if you haven't then you don't have to do anything.

The reset puts the Router back to factory setting so the password that is on the sticker is the one it goes back to.

Regards

Paul.

[TheHandysides]

seems to be the gift that keeps on giving!

I am pretty sure I shouldn’t have to be resetting the hub every 3 - 4 days to actually get internet? Again have had to switch to 4g to be able to type this. I switched from Vodafone due to awful internet and whilst when this works it is better resetting every 3 - 4 days doesn’t do it for me!

Why should I pay for a service I can’t get?!?

 

[Tom_F]

I can't see the image at the moment as it's still awaiting approval however I'm assuming that problems are ongoing for you?

I've checked on this again and still can't detect any obvious issues. It would be helpful if you can post your Hub/network connection details so we can check to see if there is a problem there. If you're unsure how:

In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. If you have a hub 2 or 3 when the page loads don't log in but click ‘Check Router Status’. If you have a Hub 4 when the page loads log in and then click ‘Check Router Status’. Copy full sets of data onto here from the downstream, upstream, &  network logs pages and paste them here. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you. 

Tom

[TheHandysides]

Downstream bonded channels

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

1	402750000	5.6	40	256 qam	30
2	202750000	4.6	40	256 qam	9
3	210750000	4.9	40	256 qam	10
4	218750000	4.9	40	256 qam	11
5	226750000	4.8	40	256 qam	12
6	234750000	4.6	40	256 qam	13
7	242750000	4.3	40	256 qam	14
8	250750000	4.1	40	256 qam	15
9	258750000	4	40	256 qam	16
10	266750000	4.3	40	256 qam	17
11	274750000	4	40	256 qam	18
12	282750000	4.3	40	256 qam	19
13	290750000	4	40	256 qam	20
14	298750000	4.3	40	256 qam	21
15	306750000	4.1	40	256 qam	22
16	314750000	4.5	40	256 qam	23
17	322750000	4.6	40	256 qam	24
18	330750000	4.9	40	256 qam	25
19	370750000	5.6	40	256 qam	26
20	378750000	5.8	40	256 qam	27
21	386750000	5.8	40	256 qam	28
22	394750000	5.6	40	256 qam	29
23	410750000	5.6	40	256 qam	31
24	418750000	5.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	11	0
2	Locked	40.3	31	0
3	Locked	40.3	19	0
4	Locked	40.9	49	0
5	Locked	40.3	16	0
6	Locked	40.3	16	0
7	Locked	40.3	12	0
8	Locked	40.3	26	0
9	Locked	40.3	20	0
10	Locked	40.3	28	0
11	Locked	40.9	14	0
12	Locked	40.9	56	0
13	Locked	40.3	29	0
14	Locked	40.9	25	0
15	Locked	40.9	49	0
16	Locked	40.3	32	0
17	Locked	40.3	35	0
18	Locked	40.3	14	0
19	Locked	40.9	8	0
20	Locked	40.9	11	0
21	Locked	40.3	41	0
22	Locked	40.9	23	0
23	Locked	40.3	8	0
24	Locked	40.3	19	0

[TheHandysides]

Upstream bonded channels

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

1	46200000	44	5120	64 qam	3
2	39400112	43.8	5120	64 qam	4
3	25800054	43.5	5120	64 qam	6
4	32600000	43.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[TheHandysides]

Network Log

Time Priority Description

26/04/2021 21:54:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 03:56:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 00:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 00:42:21	critical