So I've had ongoing problems with packet loss and poor speed during peak hours - but since 0810 this morning I have no internet at all despite good signal levels.
I was running a Hub 3 in modem mode - my router couldn't get an IP by DHCP any more. Rebooting the Hub would get me the 192.168.100.x IP (usual for modem mode during initial startup / no internet connection). It then receives a NAK from dhcp server 126.96.36.199, which is usual just before it gets issues the correct public IP. However, no IP is received.
To rule out my kit I put the Hub in router mode and factory reset it. The status page shows Internet (Access Denied) in red. No IP address is issued to the router.
Power levels are OK, 24 DS channels acquired between 5 and 6.8dB, SNR 38dB. RxMER ~38dB, small pre-RS errors, zero post-RS. 4 US channels, no timeouts, 3.875dBmV, 3 of them 64QAM, one 16QAM (this had been the case before today also).
This feels like an issue with a DHCP server somewhere in VM's network. I've turned the router on and off a load and factory reset it, so I doubt the problem is on my end.
Can anyone help? I checked, and I have paid my bill...
So the Virgin call centre operator had no idea what was going on and claimed that everything is working fine, even when I explained the problem and told him the Hub was showing the below error.
He also refused to transfer my call to someone more technically knowledgeable.
Virgin, sort this out. I'll not be paying for the time the service is not working.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Re: No Internet (Access Denied) since this morning
An IP has now been allocated to my router, a change from the one I've had since moving in. Nothing has changed on my end, I could just not obtain an IP for 12 hours and neither could the Hub 3 in router mode.
I have another thread going about packet loss, that appears to have got much better at the same time.