HUB3 keeps dropping, anywhere from a few mins secs to minutes

[m1kta]

WFH so this is seriously annoying. At any time of day or night getting complete drop out of all networking from anything from a few seconds to minutes. I tried the obvious turn stuff off wait turn in back on again.

I have a BT connection at the same address and this is not showing any of the same faults.

I have use a VM mobile hotspot as a backup just in case, which is used far too much TBH.

Logs are full of repeating...

	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

It's been in place for quite a while so looks like the HUB3.0 is faulty and failing as connecting through it from one PC to another connected using the ports on the back also fails repeatedly. The connection to the internet dies too ... so how do I get a new one?

The network status seems to look like might be OK but I not an expert on how VM setup kit..

Refresh data

Downstream bonded channels

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

1	139000000	3.5	38	256 qam	1
2	147000000	4	38	256 qam	2
3	155000000	4.1	38	256 qam	3
4	163000000	4	38	256 qam	4
5	171000000	4	38	256 qam	5
6	179000000	3.9	38	256 qam	6
7	187000000	4	38	256 qam	7
8	195000000	3.7	40	256 qam	8
9	203000000	3.2	38	256 qam	9
10	211000000	2.7	38	256 qam	10
11	219000000	2.5	40	256 qam	11
12	227000000	2	38	256 qam	12
13	235000000	1.4	38	256 qam	13
14	243000000	1.5	40	256 qam	14
15	251000000	1.7	38	256 qam	15
16	259000000	2.7	38	256 qam	16
17	267000000	3.4	38	256 qam	17
18	275000000	3.7	40	256 qam	18
19	283000000	4	40	256 qam	19
20	291000000	4.3	40	256 qam	20
21	299000000	4.6	40	256 qam	21
22	307000000	4.9	40	256 qam	22
23	315000000	4.9	40	256 qam	23
24	323000000	5	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	12293	1744
2	Locked	38.6	23358	4025
3	Locked	38.6	19634	3368
4	Locked	38.9	7834	619
5	Locked	38.9	5895	554
6	Locked	38.9	9667	1200
7	Locked	38.9	7895	1009
8	Locked	40.9	3523	304
9	Locked	38.9	3061	120
10	Locked	38.9	703	0
11	Locked	40.3	1653	12
12	Locked	38.9	1595	8
13	Locked	38.9	1707	2
14	Locked	40.3	2150	37
15	Locked	38.9	2058	6
16	Locked	38.9	1320	0
17	Locked	38.9	727	0
18	Locked	40.3	1089	0
19	Locked	40.3	2067	49
20	Locked	40.3	415	0
21	Locked	40.3	676	64
22	Locked	40.3	496	9
23	Locked	40.3	415	20
24	Locked	40.3	337	21

[jbrennand · Accepted solution]

Can you do this - and post up the upstream data
________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[m1kta]

Tnx John,

I had checked all those obvious bits but good to check again, all cabling looks fine, following a hub reset the RS and T3 numbers don't stay at 0 either which I assume is the outside world connection. That I loose ability to connect across the hub 3.0 as well is very noticeable which is a new one on me. Connections to a media player or file server drop out so you notice immediately. I have put in a 5 port GB switch in the meantime and no more drop outs so I suspect the Hub 3.0 is faulty anyway.

Upstream The T3 number are >10 on most channels and l had left if on for a week the preRS numbers over 20K for a few, >10k for a few and >1K for most of the rest. post RS they are not 0 either.

I powered it all off and on again this morning and these were values from just now.

Sadly got to work so don't have the time to keep diagnosing this looks like might have two issues.

Upstream bonded channels

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

1	32600000	46	5120	64 qam	9
2	39400000	46	5120	64 qam	4
3	46200000	46.3	5120	64 qam	3
4	25800000	46.3	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	7	0

[jbrennand]

OK does look that there is an issue - can you set up a BQM (below) asap and this will reveal and record it.

Also... is the Hub in normal router mode or is it in modem mode with your own router? If so - what make/model is it.

Also what devices are usually connected to the Hub (or router) on ethernet cables?
_____________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[m1kta]

>Also... is the Hub in normal router mode or is it in modem mode with your own router? If so - what make/model is it.

VM own (yes I know yukk!) In modem mode. I thought it would be easy to just get a new one sent but that seems like hens teeth 🙂

It is a cable modem F type connector from VM and they'd have to know MAC etc so not just a simple swap out anyway. But trying to get them to do this seems to be like too much.

>Also what devices are usually connected to the Hub (or router) on ethernet cables?

🙂 Just for the hackers right. Lets just say a few wifi and ethernet cables to switches, nothing directly connected.

tnx fer the DQM link.

Dom

[m1kta]

Router mode not modem mode

[m1kta]

Seems I accepted an answer on other post that stopped any VM team from looking at it .

Solved: HUB3 keeps dropping, anywhere from a few mins secs... - Virgin Media Community - 5056069

The hub 3.0 has two problems

1. 100% looks faulty as LOCAL connections when using it as a hub drop out 100% packet loss. So that is system to system across the hub connections. That shouldn't happen..

2. Getting actual VM/Internet connections wifi and ethernet (more normally used) also dropping out AND the settings look like something might be amiss.

I'd like to try to swap the hub to see if that fixes either or both issues please.

Please any VM people on here?

Regards,

Dom

[jbrennand]

I ask about wired connections because there have been many threads on here recently where similar problems were eventually pinned down to a dodgy piece of connected kit. Bad connectors on ethernet cables and faulty network switches being high on the list of suspects

What I advised was... if you run the BQM for 24h to get a picture of the issues - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears

[Tudor]

Have you tried a pin hole reset? It has been know to fix problems of this type, but there is no guarantee it will fix yours.

[Zach_R]

Hi @m1kta,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm really sorry to hear you've been facing some ongoing issues with your connection recently. Has the advice offered by @jbrennand helped at all? Have you been able to set up a live BQM that you can share with us? I've checked our systems and I'm unable to see any issues on the line currently.

Thanks,