Hi, My broadband has degraded to hopelessly slow and disconnects often over the last month. The HUB3 (in modem mode) has a constant red light (but is not hot) the logs are full of these entries every few seconds.23/11/2024 12:31:56Warning!RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;23/11/2024 12:31:56Warning!Lost MDD Timeout;CM-MAC=xxx3;CMTS-MAC=xxxe;CM-QOS=1.1;CM-VER=3.0; Whether I call or chat to VM support I end up back in the chatbot (the call system eventually tells me there is not fault and texts me a link to the chatbot then cuts me off so i go through the chatbot and end up being told I need to be transferred to WhatsApp and then no whatsapp message ever comes through (tried on different days so its not just being impatient). I have done all the things said by the chatbot including the factory reset but nothing makes it any better. Can anyone help or at least tell me how to get through to speak to VM or get the whatsapp to work - I have been transferred to the VM whatsapp service in the past and it was great but it no longer seems to work? Thanks

And you're quite right, of course.

Thanks very much for doing that rich_simpson, just so we can rule out the third party equipment as being an issue. So I can help further, I've popped you over a private message. Alex_Rm

VM don't want you to call them. It costs them time and money to deal with your problems so they would rather you didn't bother them. But you will get some good advice here. Post all the data from your Hub, and tell us what equipment you are using and how it's connected to the Hub.

You could also set up a free BQM to monitor your connection. Post a live link here as described on their page. https://www.thinkbroadband.com/broadband/monitoring/quality

1) Those messages should be ignored, they are only warnings.2) The LED on a Hub3 when in modem mode should be magenta, this can look red to many people.3) please post a full set of stats, details below:How to get stats from a VM hub (no need to logon to the hub)Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem modeClick on the “> Check router status” buttonClick on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shotClick on the “Upstream” tab, copy the text and paste into your replyClick on the “Networking” tab, copy the text and paste into your reply.Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

Issues with HUB 3 - cannot get through to VM | Virgin Media Community

27 Replies

jpeg1
Alessandro Volta
5 months ago
VM don't want you to call them. It costs them time and money to deal with your problems so they would rather you didn't bother them.
But you will get some good advice here. Post all the data from your Hub, and tell us what equipment you are using and how it's connected to the Hub.
jpeg1
Alessandro Volta
5 months ago
You could also set up a free BQM to monitor your connection. Post a live link here as described on their page.
https://www.thinkbroadband.com/broadband/monitoring/quality

Tudor

Very Insightful Person

5 months ago

1) Those messages should be ignored, they are only warnings.

2) The LED on a Hub3 when in modem mode should be magenta, this can look red to many people.

3) please post a full set of stats, details below:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

Click on the “> Check router status” button
Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
Click on the “Upstream” tab, copy the text and paste into your reply
Click on the “Networking” tab, copy the text and paste into your reply.

Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

rich_simpson

Tuning in

5 months ago

Thanks, - I remember it was Magenta in the past but checked with all the family and they all think its definitely red now!
I have BQM which i set up when it started intermittently resetting and having terrible speed issues (also intermittently) BQM Live view

In the time its taken to logon to the hub and get this info it has reset on me twice - back to flashing yellow\white with green arrows then back to red. That is worse than usual (wondering if logging on to it sent it over the edge) but its been doing that several times a day for a while.

Downstream bonded channels

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

1	331000000	0.7	37	256 qam	25
2	139000000	-3.5	31	256 qam	1
3	147000000	-2.2	28	256 qam	2
4	155000000	-2.9	30	256 qam	3
5	163000000	-3	30	256 qam	4
6	171000000	-2.4	31	256 qam	5
7	179000000	-2.7	31	256 qam	6
8	187000000	-2.2	29	256 qam	7
9	195000000	-2	26	256 qam	8
10	211000000	-1.7	27	256 qam	10
11	219000000	-1.5	27	256 qam	11
12	227000000	-2.2	30	256 qam	12
13	235000000	-1.7	32	256 qam	13
14	307000000	0.2	29	256 qam	22
15	315000000	0.2	31	256 qam	23
16	323000000	0	36	256 qam	24
17	339000000	0	35	256 qam	26
18	347000000	0.5	33	256 qam	27
19	355000000	-0.2	37	256 qam	28
20	363000000	0.4	35	256 qam	29
21	371000000	0	31	256 qam	30
22	379000000	0	31	256 qam	31
23	387000000	0	32	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	142	141
2	Locked	31.4	1947907	12415
3	Locked	28.3	1097444	959692
4	Locked	30.8	1884372	167874
5	Locked	30.5	1745186	310275
6	Locked	31.6	1992659	15376
7	Locked	31	1335939	29382
8	Locked	29.7	1111256	508253
9	Locked	26.4	387051	1636675
10	Locked	27.9	396737	1628574
11	Locked	27.8	596535	1432541
12	Locked	30.4	655578	3228
13	Locked	32.6	512190	4355
14	Locked	29.5	629562	953134
15	Locked	31.6	623392	9847
16	Locked	36.6	158	181
17	Locked	35.7	135	237
18	Locked	33.9	18696	311
19	Locked	37.3	90	281
20	Locked	35	3242	428
21	Locked	31.7	791136	59006
22	Locked	31.1	830086	107376
23	Locked	32	549548	10229

Upstream bonded channels

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

1	36599947	49	5120	64 qam	3
2	23599976	49	5120	64 qam	5
3	30100014	49	5120	64 qam	4
4	43099944	49	5120	64 qam	2
5	49600004	49	5120	64 qam	1

Upstream bonded channels

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

cje85
Wise owl
5 months ago
Downstream SNR is much too low (should be at least 33dB), there is likely to be an SNR fault in your area. If not VM will arrange an engineer visit to look into it.
Chances are the red light isn't the cause of the problem. In Modem Mode the magenta colour can fade over time and eventually appear to be red.
- rich_simpson
  Tuning in
  5 months ago
  thank you - that makes sense as my upstream speed is fine on any test i run. The system status and VM's call and chatbot systems all say there is no fault in the area - However that leaves we with the problem of how to call or contact VM as i just go round in circles being told they will whatsapp me and then cutting me off.
  - Tudor
    Very Insightful Person
    5 months ago
    Those figures look very bad. Low downstream & high upstream power usually indicate one of two things. 1) you are a long way from the street cabinet and need to be on a different tap in the street cabinet 2) there is a bad connection between the hub and the street cabinet. Check all cables are tightly screed in and then you need to contact customer services as a fault.
Client62
Alessandro Volta
5 months ago
Check Hub 3 Temperature ... login in to the Hub 3 menu at http://192.168.100.1/ ( for modem mode )
use the numeric Hub password from the bottom side label.

Run the Network diagnostic tool

Scroll down through the results and find the Temperature entry. Is it: Normal ?
- rich_simpson
  Tuning in
  5 months ago
  Thanks - but I cannot find any network diagnostics tool - only network status, which does not have temperature anywhere
Client62
Alessandro Volta
5 months ago
- rich_simpson
  Tuning in
  5 months ago
  ah ok - I guess I have to switch it back to router mode to see that!
  Thanks
  - rich_simpson
    Tuning in
    5 months ago
    Ok - now back in router mode - initial results look similar to modem mode at speed.cloudflare.com which show c6% packet loss and speeds well below the 350Mb I used to get (and what my service is supposed to be) but its the packet loss that concerns me I dont see that even a 0.1% loss at all on other networks I use cloudflare on - not even a 4g one. - we'll see if BQM sees any difference.
    (wifi is off and using 1Gb/s Ethernet to the Hub for the below).
- rich_simpson
  Tuning in
  5 months ago
  Ok - found it now - have to be in router mode! - It says temperature is normal.
  Thanks

Alex_RM

Forum Team

5 months ago

Hi rich_simpson,

Thanks for posting and welcome to our community 😊

Sorry to hear you're having some connection issues. We've had a look from our side and no issue are flagging up. You've mentioned you're using a third party router, are you able to disconnect this and let us know if there is any change/ let the BQM run whilst in router mode for us.

Alex_Rm

rich_simpson
Tuning in
5 months ago
Thanks Alex, I had discounted any probs on the LAN side as I didn't think the LAN side would\could cause the hub to drop signal and cycle but I will give that a go.
Rich
- jpeg1
  Alessandro Volta
  5 months ago
  And you're quite right, of course.
legacy1
Alessandro Volta
5 months ago
Now can you see the SnR is low!😬

rich_simpson

Tuning in

5 months ago

So with my router disconnected and Hub 3 back in router mode - still getting poor download and ok upload

Network status stuff below.

Downstream bonded channels

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

1	331000000	0.2	38	256 qam	25
2	139000000	-4	31	256 qam	1
3	147000000	-2.5	31	256 qam	2
4	155000000	-3.2	32	256 qam	3
5	163000000	-3.4	31	256 qam	4
6	171000000	-2.7	33	256 qam	5
7	179000000	-3	34	256 qam	6
8	187000000	-2.7	35	256 qam	7
9	195000000	-2.5	35	256 qam	8
10	203000000	-2.5	36	256 qam	9
11	211000000	-2.2	34	256 qam	10
12	219000000	-2	31	256 qam	11
13	227000000	-2.7	33	256 qam	12
14	235000000	-2.2	37	256 qam	13
15	307000000	-0.4	37	256 qam	22
16	315000000	-0.2	38	256 qam	23
17	323000000	-0.5	37	256 qam	24
18	339000000	-0.7	37	256 qam	26
19	347000000	0	38	256 qam	27
20	355000000	-0.7	38	256 qam	28
21	363000000	-0.2	38	256 qam	29
22	371000000	-0.5	38	256 qam	30
23	379000000	-0.5	38	256 qam	31
24	387000000	-0.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	7026	1961
2	Locked	31.1	1107091221	25806932
3	Locked	31.9	1545039762	76239924
4	Locked	32.7	1570095464	2517528
5	Locked	31.9	1596344330	6488796
6	Locked	33.9	1026171434	186086
7	Locked	34.9	1057158714	2524411
8	Locked	35.7	1241988547	32913426
9	Locked	35.5	1008302103	349553966
10	Locked	36.6	5712562	1362912711
11	Locked	34.3	737816235	623887566
12	Locked	31.9	834384677	537914143
13	Locked	33.3	138196564	466401
14	Locked	37.3	143256449	2273688
15	Locked	37.6	538357834	53021715
16	Locked	38.6	8206265	48785
17	Locked	37.3	10114	2416
18	Locked	37.6	4365	1622
19	Locked	38.6	341508	1118
20	Locked	38.6	5031	2993
21	Locked	38.9	4480	4106
22	Locked	38.6	21649700	617051
23	Locked	38.6	34847670	1423749
24	Locked	38.9	10108093	126052

Upstream bonded channels

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

1	36599979	49	5120	64 qam	3
2	23600000	49	5120	64 qam	5
3	30100017	49	5120	64 qam	4
4	43100019	49	5120	64 qam	2
5	49600000	49	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

jpeg1
Alessandro Volta
5 months ago
Perhaps VM staff following this will now agree that you need a technician visit to mend this awful connection.

Client62
Alessandro Volta
5 months ago
The poor downstream SNR maybe the reason for seeing
a massive error rate across all downstream channels.

rich_simpson

Tuning in

5 months ago

Thanks to everyone who took the trouble to respond to my cry for help with advice and to Alex and especially the VM engineer who resolved it today - It tuns out there was a 4 way splitter where the cable comes into the house in the garage which split the cable to my TV box upstairs and router downstairs - It had gone bad somehow - new one of those and all is perfect again with all SNRs at 37 or higher and 0 Post RS errors, no packet loss etc!

Thanks All!

what good now looks like

Downstream bonded channels

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

1	331000000	3.7	37	256 qam	25
2	139000000	3	38	256 qam	1
3	147000000	2.9	38	256 qam	2
4	155000000	2.7	40	256 qam	3
5	163000000	2.9	40	256 qam	4
6	171000000	2.9	38	256 qam	5
7	179000000	2.5	38	256 qam	6
8	187000000	2.7	38	256 qam	7
9	195000000	2.9	40	256 qam	8
10	203000000	3	40	256 qam	9
11	211000000	3	38	256 qam	10
12	219000000	2.9	40	256 qam	11
13	227000000	2.7	38	256 qam	12
14	235000000	2.5	38	256 qam	13
15	307000000	3.7	38	256 qam	22
16	315000000	3.5	38	256 qam	23
17	323000000	3.7	37	256 qam	24
18	339000000	3.7	37	256 qam	26
19	347000000	3.5	38	256 qam	27
20	355000000	3.5	38	256 qam	28
21	363000000	3.7	38	256 qam	29
22	371000000	3.5	38	256 qam	30
23	379000000	3.5	38	256 qam	31
24	387000000	3.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	34
2	Locked	38.9	45
3	Locked	38.9	38
4	Locked	40.3	44
5	Locked	40.3	62
6	Locked	38.9	63
7	Locked	38.9	42
8	Locked	38.9	43
9	Locked	40.3	45
10	Locked	40.3	46
11	Locked	38.9	33
12	Locked	40.3	24
13	Locked	38.9	21
14	Locked	38.9	29
15	Locked	38.6	18
16	Locked	38.6	28
17	Locked	37.6	36
18	Locked	37.6	14
19	Locked	38.6	23
20	Locked	38.9	24
21	Locked	38.6	18
22	Locked	38.9	17
23	Locked	38.9	17
24	Locked	38.9	9

David_Bn
Forum Team
5 months ago
Excellent new rich_simpson, and we're pleased to hear that our team have been able to get this one resolved for you.

Do please come back to us if you experience and further issues, and we'll be happy to help where possible.

Thanks,

David_Bn

Forum Discussion

Issues with HUB 3 - cannot get through to VM

27 Replies

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

Downstream bonded channels

Downstream bonded channels

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23/11/2024 12:31:56	Warning!	RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
23/11/2024 12:31:56	Warning!	Lost MDD Timeout;CM-MAC=xxx3;CMTS-MAC=xxxe;CM-QOS=1.1;CM-VER=3.0;