Forum Discussion

Eemew57's avatar
Eemew57
Tuning in
2 years ago
Solved

Hub 3 issue?

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's avatar
    jbrennand
    2 years ago

    For logs see this link

    https://community.virginmedia.com/t5/Forum-Archive/Hub-status-data-understanding-network-log-messages/td-p/4716616

    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

     

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

    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's avatar
    g0akc
    Problem sorter
    2 years ago

    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's avatar
      Eemew57
      Tuning in
      2 years ago

      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 22:45:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      22/02/2024 23:26:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      21/02/2024 12:21:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      18/02/2024 09:13:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      18/02/2024 07:26:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      14/02/2024 05:29:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      14/02/2024 04:17:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      11/02/2024 00:44:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/02/2024 14:10:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      07/02/2024 11:55:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      07/02/2024 02:10:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      03/02/2024 17:55:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      03/02/2024 14:10:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      28/01/2024 12:30:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      27/01/2024 14:03:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/01/2024 04:33:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/01/2024 01:55:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      22/01/2024 04:08:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      20/01/2024 05:45:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      15/01/2024 23:23:36criticalNo 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's avatar
        jbrennand
        Very Insightful Person
        2 years ago

        For logs see this link

        https://community.virginmedia.com/t5/Forum-Archive/Hub-status-data-understanding-network-log-messages/td-p/4716616

        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's avatar
    Eemew57
    Tuning in
    2 years ago

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

    Thanks for your help.

    • Eemew57's avatar
      Eemew57
      Tuning in
      2 years ago

      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's avatar
    Ashleigh_C
    Forum Team
    2 years ago

    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.