Forum Discussion

flod's avatar
flod
Tuning in
2 months ago

Hub only connects for 15 minutes or so and then needs to be restarted - think I need a replacement Hub

I have a Hub 3.0, for the past 3 days, it only connects to the internet for about 15 minutes, then no longer connects. When it loses connection I also cannot connect to the Hub admin settings on 192.168.100.1. The Virgin status checker, and light on the Hub, show that it does have Internet connection, it just stops connecting to my device(s).

If I restart the Hub, it will work fine for about 15 minutes, and then stop working again.

I have obviously restarted the hub several times, I have also unplugged it, checked the ethernet connections (I use ethernet cables), I have checked it on multiple devices, the issue persists.

Now the advice will probably be to do a factory/pinhole reset, *however*, I have lost the sticker with the default admin settings password on it. It used to be on the bottom of the Hub, but I removed the sticker when I was having builders around to do work in my flat and I needed to be out of the flat for several days, I removed it for security reasons, but I can no longer find it.

So I guess that means I can't do a pinhole reset?

I suppose the only solution is to get a replacement hub.

  • Tudor's avatar
    Tudor
    Very Insightful Person

    If you have lost the hub passwords there is nothing that VM can do except replace the hub. What you describe is not necessary a hub problem, may well be a circuit problem. Please supply some 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.
  • Thank you, I am using a period of when the Hub is working to get the details you requested, this is around a 15 minute window until I have to restart again.

    I copied the Downstream and Upstream tabs below, but I do not have a Networking tab. I have a Network log tab which contains MAC addresses etc. and a Configuration tab.


    -------------------------------


    Downstream bonded channels

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

    1387000000-13.734256 qam32
    2139000000-5.538256 qam1
    3147000000-6.538256 qam2
    4155000000-6.538256 qam3
    5163000000-7.437256 qam4
    6171000000-7.737256 qam5
    7179000000-8.437256 qam6
    8187000000-8.737256 qam7
    9195000000-937256 qam8
    10203000000-9.737256 qam9
    11219000000-11.236256 qam11
    12227000000-11.436256 qam12
    13235000000-11.536256 qam13
    14299000000-17.431256 qam21
    15307000000-16.533256 qam22
    16315000000-17.732256 qam23
    17323000000-18.830256 qam24
    18331000000-19.830256 qam25
    19339000000-2326256 qam26
    20347000000-23.327256 qam27
    21355000000-24.826256 qam0
    22363000000-2228256 qam29
    23371000000-19.330256 qam30
    24379000000-1732256 qam31



    Downstream bonded channels

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

    1Locked34.3530
    2Locked38.670
    3Locked38.920
    4Locked38.6180
    5Locked37.370
    6Locked37.380
    7Locked37.610
    8Locked37.6110
    9Locked37.600
    10Locked37.360
    11Locked36.300
    12Locked36.660
    13Locked36.300
    14Locked31.9390380
    15Locked3338700
    16Locked32.3262430
    17Locked30.56000700
    18Locked30.37914620
    19Locked26.827877971844590
    20Locked27.24361869261160
    21Locked26.11868924445240
    22Locked28.3402909757
    23Locked30.36759640
    24Locked32.692590

    Upstream bonded channels

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

    13660002641.3512064 qam3
    22359998839.3512064 qam5
    33010004839.8512064 qam4
    44310003941.3512064 qam2
    54960001743.3512064 qam1



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0030
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000

     

     

     

     

  • This is the contents of the Configuration tab:

    General Configuration

    Network access
    Allowed
    Maximum Number of CPEs
    1
    Baseline Privacy
    Enabled
    DOCSIS Mode
    Docsis30
    Config file
    foA,.iyewrkldJKDHSUBsgvca6983



    Primary Downstream Service Flow

    SFID19831
    Max Traffic Rate287500061
    Max Traffic Burst42600
    Min Traffic Rate0



    Primary Upstream Service Flow

    SFID19830
    Max Traffic Rate27500061
    Max Traffic Burst42600
    Min Traffic Rate0
    Max Concatenated Burst42600
    Scheduling TypeBestEffort
  • Ah sorry re-read your comment, I assume I should be posting the Network Log tab and the MAC addresses will automatically be censored. Here it is:

    Network Log

    Time Priority Description

    04/01/2025 16:50:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:19:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:19:22Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:18:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:18:19Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:17:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:17:9Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:15:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:15:17Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:14:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:14:3Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:12:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:12:12Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:10:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:10:57Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:10:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:10:8Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:09:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:08:53Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    01/01/1970 00:07:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Absolutely shocking power levels. I would hazard a guess there is a problem in your area? 

    • flod's avatar
      flod
      Tuning in

      This has been happening for a couple of days. Sometimes when I do a service check it says "Everything is fine", other times it says "Intermittent signal". So not sure if there is a problem in the area, sometimes it's saying that everything is fine apparently. This has been happening for a couple of days now.

  • Some more entries since:

    04/01/2025 16:59:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/01/2025 16:59:12ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/01/2025 16:53:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/01/2025 16:52:40ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
  • Tudor's avatar
    Tudor
    Very Insightful Person

    You only have one downstream channel which is in spec, all other extremely bad. 

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

    • flod's avatar
      flod
      Tuning in

      Ok

      I rang the Area faults number, no faults detected there

      So rang the Customer Services number, keyed the options for problems with broadband, a test was run on the phone, they said the connection is "intermittent " and sent a text with a link. I followed the link, it's the online status checker, I run that it's saying Intermittent signal in your area.

      I click "get started" on that and it's just telling me to unplug my Hub, check the cable connections etc.

      It then asks "Did this fix the problem?", I select "no, I still need help"

      Then it says "Don't worry we're looking into this issue, these connection issues are usually fixed quickly, check back here after 24 hours"

      I did do these steps yesterday as well, by just going on the online status checker and it it gives the same steps and says they are apparently aware.

      Though between then and now, I have done the status checker several times where it says that everything is fine (not intermittent signal).



  • Client62's avatar
    Client62
    Alessandro Volta

    It is a service fault.

    The downstream power levels are so low that one would not be surprised to find other folks
    served by the same street cabinet are also having similar issues with very unstable internet
    and seeing VM Hubs that are randomly rebooting / restarting.

  • unisoft's avatar
    unisoft
    Knows their stuff

    Is this happening all the time or just when it rains? If the latter, then it's water ingress into the cable causing the issue. Those power levels and SNR level is out of spec pretty much for most downstream channels.

    Initially, like others, I would think this is an area issue fault.....

    • flod's avatar
      flod
      Tuning in

      It's happening all the time independent of the weather

      • Carley_S's avatar
        Carley_S
        Forum Team

        Hi flod 

        Welcome back to the Community Forums. 

        Sorry to hear you're having issues with your services at this time. 

        Checking the systems on our side we can see that there is an intermittent issue affecting the local area. We also aren't able to run the full checks whilst the router is in modem mode. 

        Do you currently see the same service issue information on your side? If not, and you're still experiencing issues, please place our hub into router mode and we can run further checks. 

        Please can you also set up a broadband quality monitor from here and link your live graph here. This will help us see any issues and intermittent patterns that might explain what's happening. 

  • Ok, frustratingly, it still isn't working and I had been getting the "Intermittent signal in your area" message on the Service Status page, and it was counting down from 24 hours, saying that after 24 hours it will help to book an engineer. It counted down all the way down to around 1 hour, and I was waiting for that message to book an engineer. So I run the check in 1 hour, and annoyingly it says that everything is fine:

    However, the issue is still there. I run the service checker again and I get the Intermittent Signal message again, except now the counter has restarted back to 24 hours until they can tell me how to book an engineer again!

    This pattern has been going on for 3 or 4 days now, the internet is basically unusable and they never let me get to the stage of finding out how to get an engineer, it just resets the counter.

    Any idea how I can get an engineer around?

    I've rang customer services, I can never get through to anyone, it just sends me a text message with a link with advice which amounts to "restart your hub and check your cables". I can't seem to report a fault anywhere, I've called the number as per my previous message.

    Not sure what to do atm, advice appreciated thanks