Forum Discussion

Ash_hub's avatar
Ash_hub
Tuning in
2 years ago

Hub 3 - Complete failures multiple times a day. needs re-boot each time?

Hi all.... hoping I can get some help here as have tried support live chat & WhatsApp several times in the past week with long waits and no resolution.

I have a Hub3 which is several years old - possibly over 5 but I can't remember exact details.

At multiple times of day, the connection is lost completely to both WiFi and cabled uses. As advised by live chat support, I carried out a hardware factory reset.

I have a 3rd party WiFi access point connected to power the mesh network around the house. Hub 3 WiFi was awful & couldn't power Ring camera & doorbell devices as too weak a signal. I can tell there is an issue as this lights up orange and any web browsing/TV streaming all stops at the same time eventually showing connection error messages.

On each occasion both the Virgin web site & live chat support confirmed Router was online but nothing working here unless hub3 was hard re-booted.

Have checked the hub3 logs and am getting the below which doesn't sound good in terms of timeouts etc. I don't understand the detail though but sounds similar to this ticket here: T3 timout & no ranging response errors. 

After this, I also tried modem mode as previously I just had the wifi disabled for both bands. I wandered if this may have caused issues. After applying modem mode, the router re-booted but stayed with a solid red light and never came back online with any signal. I had to hardware reset to factory settings again to get the router back online. Our symptoms are very similar to this post: connection regularly dropping 

This complete failure happens multiple times a day and is getting very frustrating in terms of all the family at home for holidays. Please can anybody advise ASAP?

Connection
Hub3
  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    A solid red LED on the front panel may mean a thermal fault of the Hub 3.

    To check, Login to the Hub menu & run the Network Diagnostic tool,  then scroll down through the results to
    Temperature - check if it is reported as normal or too hot.

    If the Temperature is Normal - look at the Upstream / Downstream connection stats to make sure they are in spec and not suffering from an increasing number of reported errors.

    • Ash_hub's avatar
      Ash_hub
      Tuning in
      2 years ago

      Thanks,

      I will check these settings. The solid red light is only in modem mode though. Modem mode seems to lock up the whole hub and can't access it via either IP. after a hardware factory reset, the router runs with the amber coloured light all the time. This doesn't change even when the connection fails.

      • Tudor's avatar
        Tudor
        Very Insightful Person
        2 years ago

        "The solid red light is only in modem mode though" the LED on the hub3 is magenta when in modem mode, it can look red to some people. You should never have to reboot the hub, problems like your is usually down to a network circuit problem. Please post a full set of stats. 

        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.