Multiple modem (Hub 3) issues recently

Hi,

I keep getting intermittent outages over the last few months. Checking online with the status checker mentions that there are no issues in our area (which I understand only applies to there being a major outage). Checking the modem (Hub 3), it mentions that there is no ranging response. I've previously contacted Virgin about this, and they've sent over an engineer, as well as submitting a complaint, where they said it was a temporary issue with the area that had been resolved.

Because I've had this issue happening every now and again over the past few months, I set up a BQM which is available here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/2a8bc283cb775d5e867e095a335a93b8c93b1e1a

Yesterday, when the issue happened, I requested an engineer for Friday. The internet seemed to have restored itself this morning so I cancelled the appointment, however it's happened again. I'm reluctant to request another engineer slot, as last time I had to pay the £25 fee as they said there was no issue while they were here.

I also have a Ubiquiti router set up internally, which is complaining that the Virgin connection regularly experiences high latency or packet loss.

I'm wondering if anyone has any insight into these outages, and whether there's anything that can be done to prevent them as they cause issues as I work from home and require an internet connection.

The modem status details are as follows, which as you can see the upstream channels seem to be stuck updating and remain empty (even after leaving it for 30 minutes).

Cable Modem Status

Item	Status	Comments
Acquired Downstream Channel (Hz)	451000000	Ranging
Ranged Upstream Channel (Hz)	Update in progress	undefined
Provisioning State	Offline

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	451000000	-1	38	256 qam	40

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	303	71

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV

Symbol Rate (ksps)

Modulation

Channel ID

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

If there's any further information or logs I can provide to assist with this, please let me know.

Adduxi
Very Insightful Person
9 months ago
Do a full factory reset as below. VM will not give support to the Hub when in modem mode.
Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.
Once this is done, reset your BQM for the new Router mode IP. This will give evidence to get a tech out. The existing BQM is terrible and there is a fault for sure.
owenvoke
Tuning in
9 months ago
Of course 5 minutes after I post, the upstream locks and it seems to have restored the internet connection. I'll do as you suggest and try a factory reset though to hopefully get a tech out. 👍 Do you happen to know why they don't support people using modem mode?
I've factory reset the Hub 3, and updated my BQM with the Router Mode IP address, and I'll leave it to collect some data.
- Adduxi
  Very Insightful Person
  9 months ago
  VM don't support modem mode as it this mode the Hub is doing nothing really as all functions are disabled. It's just a bridge. When in Router mode they can run tests across the functions of the Hub.
  - Sephiroth
    Alessandro Volta
    9 months ago
    @Adduxi
    What functions of the Hub can they test that they can't test in modem mode? Please don't say WiFi and Pods because the user doesn't need any of that from the Hub 3 in modem mode.
Client62
Alessandro Volta
9 months ago
Kind of looks like a service fault in your street, try 0800 561 0061 it is an automated service for local faults.

If you login to the Hub 3 admin menu at http://192.168.0.1/ in the section Your Hub 3.0 status on the first page, what is shown for Internet ( ?????? )
- owenvoke
  Tuning in
  9 months ago
  It's was showing "Modem mode". Now (as I've factory reset to Router mode), it's showing "Online". I'm not sure what it was showing when the internet was out.
  I've called the automated fault line and it says there are no local issues.
Sephiroth
Alessandro Volta
9 months ago
It's unusual for Adduxi to get something wrong. But when the Hub is in modem mode, it is doing the most important thing: Connecting the OP's router to the Internet. The illustrious Forum Team can check all of the performance parameters that concern the circuit's ability to deliver to the external router.
- fizz
  Fibre optic
  9 months ago
  I have to laugh because the forum team will not deal with anything if you are in modem mode as they 'cannot check anything' and cannot support the hub in modem mode... according to several of their illustrious forum team...
Robert_P
Forum Team
9 months ago
Hello owenvoke

Sorry to hear of the broadband connection issues experienced, we understand the frustration and appreciate you raising this via the forums.

From checking the connection and equipment, all of the levels are showing the ranges we'd expect to see. The download speed is averaging 137Mbps download and 20.3Mbps upload with no packet loss on a test ran in the last couple of minutes.

We did notice that our systems shows that the primary SSID's for both 2.4Ghz and 5Ghz are showing as disabled, is this a change you have made? If you access the Hub UI using the IP address and setting password on the sticker of the Hub can you check if it shows the same? If so, try enabling these to see if it helps.

Rob
- owenvoke
  Tuning in
  9 months ago
  Thanks for the reply. I can confirm that I disabled the WiFi on the Hub 3, as I do not use it (I have WiFi set up with my Ubiquiti hardware). As you can see from the BQM graph, I had more issues this morning with packet loss (luckily not a full outage though) as well as quite a lot of latency spikes.
  I received an email early from Virgin saying that a Hub 4 is available, so hopefully that might make some sort of difference when it arrives. If it all works, I'll go back to using modem mode.
  There aren't really any issues with speed, it's more latency, packet loss, and having the internet down regularly.
Sephiroth
Alessandro Volta
9 months ago
I've had the same Hub 4 in modem mode for 4 years without problems of any sort.
EDIT: There may be one or two people tell you that the Hub 4 has a tendency not to allow access to the GUI and sometimes is not "seen" by the (wretched) CONNECT app in router mode. The GUI problem has never happened to me (nor most Hub 4 users otherwise the Forum would be full of it) and, modem mode avoids that wretched CONNECT app.