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Apparent Hub 3.0 Freeze

Rusk
Tuning in

Hi All,

I became a customer recently (just a few months ago). So you are aware I am an IT engineer in several fields including networking and WiFi among other things. 

Trying here as it's very hard to get hold of VM in these times. I have an intermittent issue with my VM broadband. The internet will drop out randomly, I have troubleshooted but my explanation doesn't seem to be understood by the techs I've spoken to so far at VM.

The issue - with no pattern (I can tell anyway) my internet will drop out. WiFi stays connected for maybe another minute or so after the drop out but then no devices can connect any longer and the currently connected devices drop off a little while after that. Looking at the hub there are no red lights with only the normal white power light on. During this time of no internet but WiFi is still up I cannot browse to the hub and it will not respond to ping either. The fix is turning the hub off and on again (classic IT action of course). This leads me to feel it is a Hub issue not a WAN side issue. Perhaps the Hub crashing in some way. I've checked to logs in the GUI and it seems like nothing is stated there.

I said white light above but this is now, my first hub always had a yellow ish orange ish LED light. My second and current hub has white. More on that shortly.

VM response to far - A few weeks ago I managed to get a chat session with VM. I explained to them as above and also highlighted the yellow LED light which I thought was odd as it wasn't listed in the troubleshooting stuff on their website. Although they said they could send a new hub they didn't and referred my to a (more) technical person who would ring me. During that call I, again, explained as above and he thought it was a network issue not a hub issue ad he wanted to send a tech to the house. I thought sending a new hub would be a simple troubleshooting step and avoid contact with someone in the house during lockdown but ok fine.

Tech came, I explained everything, he said he would run his outside tests first to avoid coming in if he could. Tests came back fine so he came in and tested everything he could and also saw the yellow light on the hub and said that is was odd so replaced the hub for a new one. Unfortunately the issue was not occurring during his visit so we had no idea if that would fix it or not.

Before the hub was replaced the issue was happening every day, sometimes several times a day. With the replacement hub we went a good week before it started happening again. Now it is happening once or twice a week so no where near as bad but still happening. I am still feeling it is a hub issue as the failure is always the same order of events. As a side note this hub does seem to have some really poor WiFi performance. I'm really struggling to get signal in several places in my home. I was about to buy a new Mesh network and upgrade that way but then stopped when I remembered I'd still have to use the VM hub as a router and if there was a problem it would potentially remain.

I have just seen there is a new hub 4 and also thought, if this issue is a hub 3 issue, it might fix things for me and maybe improve WiFi at the same time. Fingers crossed VM will agree to add me to the new hub roll out!

Anyway this is very long but hopefully a few of you got through it and have seen similair issues or have some fixes for me to try. MY hub firmware is on 9.1.1811.401 and it is hardware version 11.

Thanks,

Russell

62 REPLIES 62

Rusk
Tuning in

New info from status page.

Downstream bonded channels

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

11947500006.440256 qam8
22027500006.340256 qam9
3210750000640256 qam10
42187500005.640256 qam11
52267500005.340256 qam12
6234750000540256 qam13
72427500004.540256 qam14
82507500004.340256 qam15
92587500004.340256 qam16
102667500004.840256 qam17
11274750000540256 qam18
122827500004.940256 qam19
13290750000540256 qam20
142987500005.140256 qam21
153067500005.340256 qam22
163147500005.340256 qam23
173227500005.540256 qam24
18402750000540256 qam25
194107500004.640256 qam26
204187500004.540256 qam27
21426750000540256 qam28
224347500004.940256 qam29
234427500004.640256 qam30
244507500004.940256 qam31



Downstream bonded channels

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

1Locked40.360
2Locked40.940
3Locked40.340
4Locked40.940
5Locked40.900
6Locked40.340
7Locked40.300
8Locked40.300
9Locked40.300
10Locked40.350
11Locked40.350
12Locked40.960
13Locked40.950
14Locked40.3190
15Locked40.350
16Locked40.300
17Locked40.300
18Locked40.300
19Locked40.300
20Locked40.300
21Locked40.340
22Locked40.950
23Locked40.350
24Locked40.350

 

Upstream bonded channels

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

1603000004.675512064 qam1
2462000004.6512064 qam3
3394000004.55512064 qam4
4537000004.65512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Rusk
Tuning in

Interestingly the live monitor didn't see the connection as down until I rebooted. Tough to see without being able to zoom in but that is how it seems.

Capturetest1.PNG

Hey Rusk,

 

Do you know what else the tech checked when he visited? For example did he check your power levels? I'm looking at the network stats and can't find any problems but your upstream power levels look a little bit high.

 

Thanks,

 

Lisa

gary_dexter
Alessandro Volta

Is it just WiFi dropping?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

As far as I remember he didn't check anything with the hub. He did his checks outside and then inside around the faceplate where the cable comes in. When he saw the hub with yellow light he replaced that. All his checks came back fine so it was a case of see what the replacement hub does. Sadly it hasn't fixed the issue. 

Nope internet drops first then WiFi a few minutes later.

Things seem a little strange to me here. I had two outages already this morning. Both times https://www.thinkbroadband.com/ didn't pick up any issue until I rebooted the hub and then, obviously, reported 100% packet loss. This makes it seem like WAN side continues to work but LAN side is dead. Anyone seen this before?

Rusk
Tuning in

Logs again from the two outages this morning. The only thing is the NOTICE ATOM is restarted as part of Self Healing Mechanism always seems to be around the same time.

 

Network Log

Time Priority Description

09/06/2020 09:53:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 09:31:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 08:25:53noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 08:45:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hello Rusk

Sorry to hear you are still having issues with service

Has this improved at all since your last post?

What happens now if its still an issue we book another engineer but this time it will be a senior engineer 

Gareth_L

I haven't had a drop out today but sometimes it can be days between it going down. Is it possible to arrange a conversation with a senior engineer over the phone to discuss further?