on 27-11-2021 11:11
Hi,
I have just received my gig1 hub and I am having some issues. Firstly, the Hub 4 light strip does not illuminate at all. There is no difference when turned on or off. I've tried changing the brightness in the settings, but it makes no difference.
However, when the unit is powered, it connects to the internet, WiFi and ethernet function.
My second issue is that previously I was on a 500mbps connect with Virgin Business and my typical download speeds were 540mbps. On the gig1 service I am seeing a maximum of 360mbps when measured by RealSpeed - SamKnows which was what the Virgin engineer told me to use.
My previous Virgin router had a 10db attenuator attached, however I've been led to believe that this is no longer supported, so I have removed it. My power levels are now scarily high.
I've spoken to Virgin help desk 3 times and so far, all they say is that "I have sent along a signal and all will be better after that." It hasn't made a difference. When I run the automated tests at Service Status - My Virgin Media it tells me that:
We're going to send a signal to the Hub in order to fix things. This will take about 10 minutes and cause the Hub to restart.
I've tried this several times and nothing is ever fixed.
Can anyone help me get this resolved?
BTW, the key information from the Hub 4 is as below:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 9.900002 | 38.983261 | QAM256 | 25 |
17 | 267000000 | 9.599998 | 40.366287 | QAM256 | 17 |
18 | 275000000 | 9.199997 | 38.983261 | QAM256 | 18 |
19 | 283000000 | 9.699997 | 38.983261 | QAM256 | 19 |
20 | 291000000 | 10.599998 | 40.366287 | QAM256 | 20 |
21 | 299000000 | 10.699997 | 38.983261 | QAM256 | 21 |
22 | 307000000 | 10.500000 | 38.983261 | QAM256 | 22 |
23 | 315000000 | 9.800003 | 38.983261 | QAM256 | 23 |
24 | 323000000 | 9.900002 | 38.983261 | QAM256 | 24 |
26 | 339000000 | 9.800003 | 38.605377 | QAM256 | 26 |
27 | 347000000 | 9.699997 | 38.605377 | QAM256 | 27 |
28 | 355000000 | 9.400002 | 38.605377 | QAM256 | 28 |
29 | 363000000 | 9.500000 | 38.605377 | QAM256 | 29 |
30 | 371000000 | 9.300003 | 38.605377 | QAM256 | 30 |
31 | 379000000 | 9.500000 | 38.983261 | QAM256 | 31 |
32 | 387000000 | 9.400002 | 38.983261 | QAM256 | 32 |
33 | 395000000 | 9.300003 | 38.983261 | QAM256 | 33 |
34 | 403000000 | 9.099998 | 38.605377 | QAM256 | 34 |
35 | 411000000 | 9.000000 | 38.983261 | QAM256 | 35 |
36 | 419000000 | 8.500000 | 38.605377 | QAM256 | 36 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 38.605377 | 0 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.605377 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.605377 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
32 | Locked | 38.983261 | 0 | 0 |
33 | Locked | 38.983261 | 0 | 0 |
34 | Locked | 38.605377 | 0 | 0 |
35 | Locked | 38.983261 | 0 | 0 |
36 | Locked | 38.605377 | 0 | 0 |
37 | 96 | 4K | 1880 | QAM4096 | 424 |
37 | Locked | 40 | 8.2 | 781101 | 0 |
1 | 32600000 | 37.270599 | 5120 KSym/sec | 64QAM | 10 |
2 | 53700000 | 38.270599 | 5120 KSym/sec | 64QAM | 7 |
3 | 39400000 | 37.520599 | 5120 KSym/sec | 64QAM | 9 |
4 | 46200000 | 37.770599 | 5120 KSym/sec | 64QAM | 8 |
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Answered! Go to Answer
27-11-2021 11:52 - edited 27-11-2021 11:55
Why did you remove the FPA? If you put it back on it will reduce your Downstream to a better level. Just watch the Upstream however, as it shouldn't go above 51, when you fit the FPA.
Also try a 60 second pinhole reset as below;
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 sort out the light problem.
Check with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults do not show in the VM status page.
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on 27-11-2021 11:12
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cmreg-vmdg640-bbt076-b.cm |
SFID | 82330 |
Max Traffic Rate | 1230000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 82329 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
Time Priority Description
Thu Jan 1 00:01:22 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 11 08:01:07 2021 | 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 Nov 11 08:01:13 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 11 08:01:34 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 11 08:02:00 2021 | 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 Nov 25 10:44:09 2021 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 10:44:20 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 10:49:52 2021 | 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 Nov 25 11:21:01 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 12:36:40 2021 | 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 Nov 25 12:40:09 2021 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 12:40:21 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 12:56:59 2021 | 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 Nov 25 14:07:18 2021 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 14:07:28 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 14:21:32 2021 | 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 Nov 25 16:15:15 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 16:15:16 2021 | 6 | CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 16:15:20 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 16:18:29 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 27 10:31:18 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 27 10:31:25 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 27 10:31:29 2021 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 27 10:35:47 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-11-2021 11:52 - edited 27-11-2021 11:55
Why did you remove the FPA? If you put it back on it will reduce your Downstream to a better level. Just watch the Upstream however, as it shouldn't go above 51, when you fit the FPA.
Also try a 60 second pinhole reset as below;
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 sort out the light problem.
Check with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults do not show in the VM status page.
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on 27-11-2021 23:11
Hi,
the performance I got was no different whether the attenuator was in or out, however it does bring the power levels down to between -1 and 1, so I've put it back in.
Selecting a factory reset from the router menu did make a big difference this time. My performance went from 300mbs to 800-940mbs, so what I expect.
Now all I've got left to worry about is the light. Should I worry that there is no status light working?
Many thanks
David
on 28-11-2021 10:43
@doverton wrote:<snip> Now all I've got left to worry about is the light. Should I worry that there is no status light working?
If the Hub is working, then this is up to you. The only point is that if the Hub does overheat, you will have no lights to warn you. I would still try the 60 second pinhole reset as well. The Reset from the Hub menu is different to a "proper" hard reset. If that fails, then perhaps push for a replacement Hub.
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on 30-11-2021 11:07
Hi @doverton
Thanks for posting. Sorry to hear of the service issues. I was glad to read most were sorted. Did you do the PIN reset and if so, has the light started working?
Kind regards,
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on 30-11-2021 15:00
Hiya @John_GS.
I have now completed the pin reset and no, the light still does not work.
I do find it unnerving not knowing a status of the router by being able to look at it.
Thanks
David
on 30-11-2021 15:04
on 30-11-2021 15:14
Hi @Lotharmat,
I thought that it might be the dimming, however in a dark cupboard, you cannot tell the difference between the unit powered or unpowered and the dimming setting has been changed from 10% to 66% and 100% with no change in said dark cupboard. The light on the power brick is significantly brighter than anything else.
Thanks
David
on 04-12-2021 11:09
Hi David,
Thanks for your post.
I can certainly appreciate the concern with not being able to see the status of your hub as there are no lights. I do think it's best that we replace the hub for you.
We aren't available to sent out replacement hubs are deliveries anymore unfortunately, so I'll pop you over a PM so I can arrange an engineer visit for you.
Please check out the envelope for my message.
Beth