Hub 3 issue?

[Eemew57]

I have just upgraded to an M250 package.

I have the hub set to modem mode.

I have a permanent red light on the hub, very poor download speeds, 25 mps consistently using the virgin speed checker with a wired connection and my firewall turned off.

I have disconnected the eero mesh system that I bought because the virgin wifi was so poor. The TV is on a wired connection and seems to be coping but sometimes slow to connect. 

I checked to the speed because sometimes my internet connection seems to freeze; since upgrading it has now dropped to 25mps when it should be 250 according to Virgin's own speed checker.

Could there be issues with the hub 3? If so, how do I get it changed?

Any suggestions much appreciated.

[jbrennand]

In modem mode the Hub3 light turns "magenta" which looks red to some eyes but is normal.  As you have disconnected the eero.. what do you have as your router ?  Or don't you have one ?

Put the Hub  back into normal router mode and connect the eero in access point mode and see how that performs first.

Or... connect the eero up again as per Tudor’s message 2 in here….
https://community.virginmedia.com/t5/Networking-and-WiFi/Hub3-in-Modem-mode/td-p/5206738

[g0akc]

I use my hub 3 in modem mode (with a third party router) and the light looks red (rather than magenta) - that's a known thing.

I would suspect your connection to the hub - what router or kit do you have connected?  Can you try with just a laptop or PC connected to the hub using Ethernet?  Make sure it's a fast modern machine with at least 1gig connection speed.  What speeds do you get then?

What do the hubs management pages show?

[Eemew57]

Thanks for the two replies.

I disconnected the eero for testing purposes and connected My newish laptop to port 1 via a ethernet cable that I have had no issue with as yet.

I have copied in the latest entries in the log. I am still getting an apparent signal drop out and low results from speed tests.

I don't know how to interpret the log but I note the occurence of the words error and critical.

Thanks for the suggestions, any other data I should be looking at?

Network Log

Time Priority Description

23/02/2024 22:45:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2024 23:26:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2024 12:21:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2024 09:13:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2024 07:26:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2024 05:29:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2024 04:17:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 00:44:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 14:10:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 11:55:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 02:10:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2024 17:55:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2024 14:10:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 12:30:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2024 14:03:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2024 04:33:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2024 01:55:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2024 04:08:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2024 05:45:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:23:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thus the wi-fi isn't the issue.

[jbrennand · Accepted solution]

For logs see this link

https://community.virginmedia.com/t5/Forum-Archive/Hub-status-data-understanding-network-log-message...

I am no expert (someone else should comment) but they dont look too bad to me (see link) - a few sporadic T3's are normal.  We need to see the full picture and a BQM to prove it isnt just wifi related - do this...

________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Eemew57]

Thanks, installed a moniter as suggested, also did two speed tests, all seemed quite fast which makes me wonder why Virgin's speed checker gave slow results.

date;

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

1	139000000	1.5	36	256 qam	1
2	147000000	1.7	36	256 qam	2
3	155000000	1.9	36	256 qam	3
4	163000000	1.9	36	256 qam	4
5	171000000	2.2	36	256 qam	5
6	179000000	2.2	36	256 qam	6
7	187000000	2.2	36	256 qam	7
8	195000000	2.2	36	256 qam	8
9	203000000	2	36	256 qam	9
10	211000000	2	36	256 qam	10
11	219000000	2	36	256 qam	11
12	227000000	2	36	256 qam	12
13	235000000	1.9	36	256 qam	13
14	243000000	1.7	36	256 qam	14
15	251000000	1.7	36	256 qam	15
16	259000000	1.7	36	256 qam	16
17	267000000	1.5	36	256 qam	17
18	275000000	1.4	37	256 qam	18
19	283000000	1.4	36	256 qam	19
20	291000000	1.2	36	256 qam	20
21	299000000	1.2	36	256 qam	21
22	307000000	1.2	36	256 qam	22
23	315000000	1.2	36	256 qam	23
24	323000000	1.5	36	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	15	0
2	Locked	36.6	15	0
3	Locked	36.3	17	0
4	Locked	36.6	13	0
5	Locked	36.3	18	0
6	Locked	36.3	29	0
7	Locked	36.3	48	0
8	Locked	36.6	15	0
9	Locked	36.6	12	0
10	Locked	36.6	13	0
11	Locked	36.3	15	0
12	Locked	36.3	14	0
13	Locked	36.3	12	0
14	Locked	36.6	21	0
15	Locked	36.6	16	0
16	Locked	36.6	10	0
17	Locked	36.6	9	0
18	Locked	37.3	22	0
19	Locked	36.6	16	0
20	Locked	36.6	41	0
21	Locked	36.6	35	0
22	Locked	36.6	21	0
23	Locked	36.3	20	0
24	Locked	36.6	20	0

[Eemew57]

Upstream bonded channels

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

1	32600020	34	5120	64 qam	9
2	39399976	33.5	5120	64 qam	4
3	46200000	33.3	5120	64 qam	3
4	53700080	33.3	5120	64 qam	2

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	37112
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	37111
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Eemew57]

Had no issues today but will keep an eye on the monitor over the coming week.

Thanks for your help.

[Eemew57]

Update

Connection seems stable according to monitor.

Did 3 speed tests using virgin's checker, all very fast, completely different to previous tests, yet I have not changed any settings or done anything that might affect the connection. Anyway, aside from the red light on the hub, all appears now to be working well, just won't be able to tell if the hub is overheating so fingers crossed!

[Ashleigh_C]

Hi there @Eemew57 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your service and thank you so much again for updating, it's great to hear that thing are starting to look better and thank you to community members for their help so far. 

Please do continue to monitor this and let us know how things are looking going forward? If needed we can run checks on our side though we would need the Hub to be in router mode.