Forum Discussion

WhaleTrain's avatar
WhaleTrain
On our wavelength
2 months ago

Hub 5 and/or line seems to be a state of disarray

Had my broadband finally installed on the 18th December and I've had a lovely 2 weeks and 2 days out of the service.

For context, the Hub was located upstairs along with a TV 360 Mini box and my main 360 is downstairs.

Main 360 box appears to be working fine, no signal issues or video/audio drops but my upstairs Hub has suddenly bricked it seems. First noticed the issue on Friday 3rd at around 10/11am. Solid white light, internet drops so I restart and get a light I've never seen before - blinking green.

I switch to my hotspot as I still don't have a connection to research the lights and I'm told this is a software update.

The light blinks and blinks and I'm back up and running in about an hr or so. Around 14:45, the connection drops again but this time, a blinking red light.

I restart the hub again, blinking green light and it's been this way ever since - the hub will flash green, at some point will come back online through the night (it seems this way) but then I wake to a blinking red light.

Tried the usual factory resetting via the pin hole etc.

What's funny is that I changed my package to remove my extra box and it seems coincedental that that switches off and I have no internet now. Appreciate this is probably just that though - a coincedence. Unless I'm wrong, it'd seem unlikely they'd be able to control upstairs and downstairs "cables".

Luckily, I can still access the Hub's admin page to which here are my results of the network log and status - as you can see, zero downstream or upstream channels (minus the 1). I would usually post the Downstream and Upstream tabs but these simply just have 'Not Available' in all tables with nothing else listed - I've opted for the summary table instead.

Engineer has been booked but I mean, Friday, c'mon.

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Not allowed
1
Enabled
3.1

Cable Modem Status

Item Status TypeChannel Overview Downstream Upstream
Cable Modem StatusUS rangingDOCSIS 3.0
Primary downstream channelUnlockedUnknown
DOCSIS 3.0 channels01
DOCSIS 3.1 channels00

Network Log:

Time Priority Description
14-03-2024 12:34:52noticeGUI Login Status - Login Success from LAN interface
01-01-1970 01:10:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:10:15criticalReceived 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;
01-01-1970 01:09:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:08:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:08:14warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:07:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:07:10warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:05:02criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:05:00warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:03:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:03:42criticalReceived 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;
01-01-1970 01:02:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:02:49warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:01:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:01:15criticalReceived 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;
01-01-1970 01:00:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:58:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:58:43warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:57:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:57:02criticalReceived 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;
01-01-1970 00:56:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:56:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:56:13warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:54:53warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:54:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:53:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:53:45warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:52:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:52:08warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:50:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:50:24criticalReceived 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;
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Your Hub has lost its connection to the VM network,  Have you checked for faults on 0800 561 0061 ?

    • WhaleTrain's avatar
      WhaleTrain
      On our wavelength
      2 months ago

      Knew I'd miss something out of my post haha!

      As a suggestion from other posts, yes I rang the automated line to check for area faults etc. but this returned no fault in the area - my parents live facing who are on Virgin with no issue.

      The automated online checker simply state it cannot connect to my hub.