Faulty Hub3 ?

[Martyn_R]

I think my Hub 3 is faulty.  No issues with ethernet connections.  No broadband issues reported in my postcode.  I have Intermittant WiFi connection.  I have tried switching hub off and resetting hub.  I have used the online tools to try to fix problems. I have tried to put hub in modem mode but only get single RED light (overheat ?)  Can anyone help in deciphering the log below?

WiFi appears to be better since yesterdays reset but I have done this before and issues recur.

Many thanks Martyn

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	659000000	-3.4	37	256 qam	32
2	475000000	-0.2	37	256 qam	9
3	483000000	-0.4	37	256 qam	10
4	491000000	-0.4	37	256 qam	11
5	499000000	-0.5	37	256 qam	12
6	507000000	-0.5	37	256 qam	13
7	515000000	-0.5	37	256 qam	14
8	523000000	-0.9	37	256 qam	15
9	531000000	-1.2	37	256 qam	16
10	539000000	-1.5	37	256 qam	17
11	547000000	-1.5	37	256 qam	18
12	555000000	-1.7	37	256 qam	19
13	563000000	-1.9	37	256 qam	20
14	571000000	-2.2	37	256 qam	21
15	579000000	-2.4	37	256 qam	22
16	587000000	-2.5	37	256 qam	23
17	595000000	-2.7	37	256 qam	24
18	603000000	-2.7	37	256 qam	25
19	611000000	-2.7	37	256 qam	26
20	619000000	-3	37	256 qam	27
21	627000000	-3	37	256 qam	28
22	635000000	-3	37	256 qam	29
23	643000000	-3.2	37	256 qam	30
24	651000000	-3.2	37	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.3	159	0
2	Locked	37.6	25	0
3	Locked	37.6	34	0
4	Locked	37.6	31	0
5	Locked	37.6	26	0
6	Locked	37.6	29	0
7	Locked	37.6	31	0
8	Locked	37.6	29	0
9	Locked	37.6	39	0
10	Locked	37.3	39	0
11	Locked	37.3	57	0
12	Locked	37.3	57	0
13	Locked	37.6	58	0
14	Locked	37.3	69	0
15	Locked	37.3	55	0
16	Locked	37.6	96	0
17	Locked	37.6	93	0
18	Locked	37.3	115	0
19	Locked	37.3	107	0
20	Locked	37.6	128	0
21	Locked	37.3	117	0
22	Locked	37.3	143	0
23	Locked	37.6	135	0
24	Locked	37.6	165	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300294	41.8	5120	64 qam	1
2	39400134	40.3	5120	64 qam	4
3	53700078	41.5	5120	64 qam	2
4	46200020	41	5120	64 qam	3

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	2	0

Network Log

Time	Priority	Description
19/07/2021 11:49:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 14:28:3	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 11:17:39	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:3	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 10:46:51	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:3	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 10:29:53	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:1	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 09:55:23	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 09:50:26	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 05:05:7	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 04:56:33	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 16:12:7	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 14:57:5	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 07:39:29	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=X;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 01:30:45	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 04:27:57	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 04:03:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 15:58:9	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:32:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

[lotharmat · Accepted solution]

Stats don't look bad - a few T3 timeouts (of which a handful are to be expected and the drops when that happens will affect ethernet connections too)

In Modem mode - the light is supposed to be magenta (mine is red as well though)

DO all WiFi connections drop at the same time! (You may have got my old hub if they do) if so that would definitely indicate a fault!

[Martyn_R]

Yes, all WiFi connections do drop out at the same time.

Thanks for the info about the "Magenta" light.  I might try modem mode if the Wifi fails again.

WiFi has been OK for the last 24 hours, longest uptime for weeks.

Thanks for the comments on the log.

[Andrew-G]

I'm suspicious of that network log - four T3 timeouts per day is far too high, and the "Atom is restarting" message is often associated with a failing hub?

[Martyn_R]

If I run the VM diagnostic test "No network issue is found" but when I click on "View connected devices" I get ...

Any ideas?

[Martyn_R]

Image above just says...

Technical error

Something's gone wrong. To get you to the right help, go back to service status.

Which takes me round an endless loop !

[Laurie_C]

Hi Martyn_R,

Thanks for getting in touch, and a very warm welcome to the Community Forum. I'm sorry that you're having some issues with your Hub.

I've been able to locate your account using your Forum Details, and I can see that there our diagnostic checks are returning some errors. I'd therefore like to book a technician appointment for you. I'll just need to confirm a few details via Private Message. Please look out for a purple envelope in the top right corner of this page.

Kind regards,
Laurie