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Contstant issues after upgrading to Hub 3 and 350Mb

Hi

I've been having constant issues with the service especially in terms of speeds. I've read this forum in depth and found the new Hub 3 is pretty pants so have ordered an ASUS RT-AC68U (due on Tuesday).

However, this morning, we had real problems and doing tests, the speed was down to 0.5Mb (on a supposed 350+ line). This test was done on ETHERNET and is why I wanted to post a thread to request some assistance please (as well as add another voice on how poor the Hub 3 is). 

test1 ethernet.PNG

 

My Hub 2 always gave a consistent 200Mb even on Wifi but I had to upgrade for the new service following a negotiated contract renewal. I've only achieved a c.350 Wifi speed once on this new hub and I think it might have been a fluke, hence ordered a new router.

There seems to be errors in the network log at around 4am this morning but I don't know if these are important or not, linked to this issue or not. I will add the other info from the router in a second post.

Network Log

Time

Priority

Description

07/06/2020 10:00:4

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 08:45:36

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 08:45:33

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 08:45:32

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 08:45:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:38

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:37

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:36

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:36

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:35

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:35

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:34

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:33

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:33

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:32

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 04:06:31

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

The status under my account says everything is OK but if I do a test I get this:

issue 20200607 ANON.PNG

 

I rebooted the Hub just now and speeds are better but the message above is still there when running a test. This is despite the overall status being declared as all OK?!

I've tried logging this via the online chat but the rep under the "Technical" department says they can't access any account details so needs to transfer me - I think it has now broken as I normally get a message saying I've been transferred and it's gone all quiet. Will try again.

I did speak to them last week (new Hub came last week Tues) and was told someone would contact me in 24 hours but I've not heard anything. That was when I first realised something wasn't right with the new setup and started to read this forum and the internet about the Hub 3. I just wanted them to run a 'test on my line' but they said they couldn't do it.

I've provided the network log (above) and other Router Status details (below) - if someone could kindly give these a once over and offer any feedback it would be much appreciated.

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Re: Contstant issues after upgrading to Hub 3 and 350Mb

Refresh data

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

402750000

Locked

Ranged Upstream Channel (Hz)

46200014

Locked

Provisioning State

Online

 

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

402750000

-5

38

256 qam

25

2

202750000

-7.7

37

256 qam

9

3

210750000

-7.9

37

256 qam

10

4

218750000

-7.9

37

256 qam

11

5

226750000

-7.5

36

256 qam

12

6

234750000

-7.2

37

256 qam

13

7

242750000

-7

37

256 qam

14

8

250750000

-7

37

256 qam

15

9

258750000

-7

37

256 qam

16

10

266750000

-7

37

256 qam

17

11

274750000

-7.2

37

256 qam

18

12

282750000

-7.2

37

256 qam

19

13

290750000

-7

37

256 qam

20

14

298750000

-6.7

37

256 qam

21

15

306750000

-6.5

37

256 qam

22

16

314750000

-6.2

38

256 qam

23

17

322750000

-6

38

256 qam

24

18

410750000

-4.9

38

256 qam

26

19

418750000

-4.9

38

256 qam

27

20

426750000

-4.7

38

256 qam

28

21

434750000

-4.5

38

256 qam

29

22

442750000

-4.7

38

256 qam

30

23

450750000

-4.5

38

256 qam

31

24

458750000

-5

38

256 qam

32




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

12

0

2

Locked

37.6

6

0

3

Locked

37.3

6

0

4

Locked

37.3

5

0

5

Locked

36.6

3

0

6

Locked

37.3

5

0

7

Locked

37.3

4

0

8

Locked

37.3

0

0

9

Locked

37.6

4

0

10

Locked

37.6

6

0

11

Locked

37.3

6

0

12

Locked

37.6

5

0

13

Locked

37.6

5

0

14

Locked

37.6

5

0

15

Locked

37.6

5

0

16

Locked

38.6

5

0

17

Locked

38.6

0

0

18

Locked

38.9

6

0

19

Locked

38.9

5

0

20

Locked

38.9

0

0

21

Locked

38.6

5

0

22

Locked

38.6

11

0

23

Locked

38.9

14

0

24

Locked

38.6

6

0

 

 

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200014

4.225

5120

64 qam

1

2

25800017

4.225

5120

64 qam

4

3

32600021

4.225

5120

64 qam

3

4

39400046

4.225

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

ncxv9873254k;fg87dsfd;kfoA,.iye




Primary Downstream Service Flow

SFID

15002

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

15001

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

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Re: Contstant issues after upgrading to Hub 3 and 350Mb

Hello

Looking at your downstream some of the power levels these are too low to be able to maintain a connection, i.e. they are below -6, you are going  to need an engineer to resolve this, one thing you can do is too go around and make sure  all coaxial connections to all VM equipment are finger tight, power off the hub for 30 secs and then back in. If the power levels are still below -6 on some channels then yep an engineer is needed.

Regards Mike

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Re: Contstant issues after upgrading to Hub 3 and 350Mb

@Super_LEEDS As Mike has pointed out your downstream power levels are too low, the recommended range is -6 to +10, so the issue is not with the Hub 3 but with your line.  Your new Asus router will not fix this particular issue, but it may fix/bypass many other issues with the Hub 3.

As well as checking for loose cables look for an attenuator on the end of the coax cable that connects to the hub, field engineers sometimes fit them to reduce power levels.

EDIT - Also your speed test image has been rejected as it contains your WAN IP address which is against the forum rules to protect your privacy.  There are share options on the Speedtest.net site that allow you to share results without showing your IP address.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Contstant issues after upgrading to Hub 3 and 350Mb

Thank you for the quick replies, @DJ_Shadow1966 and  @SCA1972.

@SCA1972 you're right, I forgot to add this detail: there's a 15db attenuator at the end of the cable going into the hub. Do you suggest I remove this, reconnect, reboot and retest?

I meant to say that is how the tech chat finished last week - as soon as I mentioned the attentuator on the cable, the rep said they can't help me and someone would contact me in 24 hours.

(sorry about the image, just realised my mistake. The details were Ping=11ms, Download=0.54Mbps, Upload=0.06Mbps).

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Re: Contstant issues after upgrading to Hub 3 and 350Mb

I couldn't resist and took what you said as meaning to try without. The stats looks better (I think).

Downstream bonded channels

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

14027500009.638256 qam25
22027500006.837256 qam9
32107500006.637256 qam10
42187500006.637256 qam11
5226750000737256 qam12
62347500007.538256 qam13
72427500007.537256 qam14
82507500007.538256 qam15
92587500007.538256 qam16
102667500007.538256 qam17
112747500007.538256 qam18
122827500007.538256 qam19
132907500007.838256 qam20
14298750000837256 qam21
153067500008.138256 qam22
163147500008.538256 qam23
173227500008.638256 qam24
184107500009.938256 qam26
194187500009.840256 qam27
204267500001038256 qam28
214347500001038256 qam29
224427500001038256 qam30
2345075000010.140256 qam31
244587500009.638256 qam32



Downstream bonded channels

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

1Locked38.9120
2Locked37.3170
3Locked37.650
4Locked37.650
5Locked37.300
6Locked38.650
7Locked37.640
8Locked38.900
9Locked38.600
10Locked38.630
11Locked38.650
12Locked38.660
13Locked38.650
14Locked37.650
15Locked38.660
16Locked38.650
17Locked38.900
18Locked38.600
19Locked40.300
20Locked38.900
21Locked38.970
22Locked38.900
23Locked40.300
24Locked38.950
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Re: Contstant issues after upgrading to Hub 3 and 350Mb

And now some of the downstream are too high 🙂


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Re: Contstant issues after upgrading to Hub 3 and 350Mb

Ethernet is bang on (and gives me confidence of using the ASUS router).

ethernet GOOD.PNG

 

Wifi is still sub-par, slower than my Hub 2 on a slower broadband package - again, gives me confidence I've made the right decision in investing in a new router. Whether customers should have to is a whole other conversation, I suppose....

wifi after rem att.PNG

 

Again, if anyone could kindly offer feedback on the new router downstream stats and thoughts overall, I'd very much appreciate it.

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Message 9 of 25
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Re: Contstant issues after upgrading to Hub 3 and 350Mb

@gary_dexter 😂😂 brilliant!

Should I be calling VM or do techs pick up on things in the forum?

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Re: Contstant issues after upgrading to Hub 3 and 350Mb

A 3db or 6db FP Attenuator will likely fix it.

Mods do see these posts but it can take any number of days. 


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