on 28-08-2023 21:17
Hi,
Over the last week my internet drops out for around 30 seconds at a time. Any help would be appreciated.
Channel Frequency (Hz) Power (dBm V) SNR (dB) Modulation Channel ID
4 | 163000000 | 7.4 | 39 | QAM256 | 4 |
1 | 139000000 | 8.1 | 38.6 | QAM256 | 1 |
2 | 147000000 | 7.9 | 38.6 | QAM256 | 2 |
3 | 155000000 | 7.8 | 39 | QAM256 | 3 |
5 | 171000000 | 7.1 | 39 | QAM256 | 5 |
6 | 179000000 | 6.8 | 39 | QAM256 | 6 |
7 | 187000000 | 6.6 | 39 | QAM256 | 7 |
8 | 195000000 | 6.4 | 39 | QAM256 | 8 |
9 | 203000000 | 6.2 | 38.6 | QAM256 | 9 |
10 | 211000000 | 6.2 | 39.9 | QAM256 | 10 |
11 | 219000000 | 6 | 39 | QAM256 | 11 |
12 | 227000000 | 6 | 39 | QAM256 | 12 |
13 | 235000000 | 6.1 | 39 | QAM256 | 13 |
14 | 243000000 | 6.2 | 38.6 | QAM256 | 14 |
15 | 251000000 | 6.6 | 38.6 | QAM256 | 15 |
16 | 259000000 | 7.4 | 40.4 | QAM256 | 16 |
17 | 267000000 | 7.1 | 40.4 | QAM256 | 17 |
18 | 275000000 | 6.9 | 40.4 | QAM256 | 18 |
19 | 283000000 | 7.3 | 40.4 | QAM256 | 19 |
20 | 291000000 | 8.2 | 40.9 | QAM256 | 20 |
21 | 299000000 | 8.5 | 40.4 | QAM256 | 21 |
22 | 307000000 | 7.7 | 40.4 | QAM256 | 22 |
23 | 315000000 | 7.3 | 40.9 | QAM256 | 23 |
24 | 323000000 | 6.8 | 40.4 | QAM256 | 24 |
25 | 331000000 | 6.6 | 40.4 | QAM256 | 25 |
26 | 339000000 | 6.4 | 40.4 | QAM256 | 26 |
27 | 347000000 | 6 | 40.4 | QAM256 | 27 |
28 | 355000000 | 6 | 40.4 | QAM256 | 28 |
29 | 363000000 | 6.2 | 40.4 | QAM256 | 29 |
30 | 371000000 | 6.5 | 40.4 | QAM256 | 30 |
31 | 379000000 | 6.3 | 40.4 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
4 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 38.605377 | 0 | 0 |
2 | Locked | 38.605377 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 39.854763 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.605377 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.946209 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.946209 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
25 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.366287 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.366287 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
159 | 96 | 4K | 1840 | QAM4096 | 759 |
159 | Locked | 42 | 4.6 | 480302351 | 0 |
on 28-08-2023 21:18
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 37 | 5120 KSym/sec | QAM64 | 3 |
2 | 23600000 | 37 | 5120 KSym/sec | QAM64 | 5 |
3 | 30100000 | 37 | 5120 KSym/sec | QAM32 | 4 |
4 | 43100000 | 37.5 | 5120 KSym/sec | QAM64 | 2 |
5 | 49600000 | 38 | 5120 KSym/sec | QAM64 | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
6 | 10.0 | 25.8 | 2K | QAM32 |
6 | OFDMA | 200 | 53.9 | 0 | 0 |
Mon 28/08/2023 20:38:25 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 17:23:55 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 12:24:53 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 12:24:53 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 12:24:36 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:20 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 10:12:04 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 10:12:04 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 06:16:37 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 05:47:45 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 05:16:08 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 04:15:38 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 01:03:51 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 01:03:51 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 28/08/2023 01:03:33 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 19:58:52 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 19:58:52 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 18:00:35 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 18:00:34 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 17:00:00 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 17:00:00 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 27/08/2023 16:52:58 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-08-2023 21:21 - edited 28-08-2023 22:01
Also the Hub 4 flashes white whenever the internet drops, if this helps
on 29-08-2023 14:47
See this.....
First thing is to check for any “known network faults in your location - Try in 2 places
1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)
2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
29-08-2023 16:45 - edited 29-08-2023 16:50
I have done this multiple times and there are no known issues in the areas. I have been monitoring it for about a week now.
If I reset my hub 4 it runs smoothly for around 7 hours. Then it will flash white and drop internet for about 30 seconds. It then does this every hour exactly until I reset it again, then another 7 hours smooth runnning.
on 01-09-2023 12:33
Hi there @jaydodz
Thank you so much for your post and welcome back to the community forums, it's great to have you here.
I am so sorry that you have faced this issue and thank you so much again for posting.
I have taken a look on our side and I can see there are a few issues with the Hub specs that will require an engineer to come take a look.
I will pop you a Private Message across now so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.