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alexbeingfrank
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Hub 3.0 Ethernet ports not working

A few times over the last few weeks the hub 3.0 Ethernet ports will stop working even though the WiFi is fine. All the ports stop working simultaneously.

Last time I spoke to customer support they suggested they could see there was a lot of noise on the line and an engineer was looking into remotely. After an hour or 2 the ports worked again but this time they’ve been down for about 18 hours. 

I’ve checked all connections, restarted the router, restored to factory settings etc. all to no avail.

I setup a monitor here 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/190c15e2b712054fbb73d3102fcdecdebd51f039

Please can someone help?

Thanks!

 

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alexbeingfrank
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Re: Hub 3.0 Ethernet ports not working

The network log shows a few errors and critical warnings like

Error
DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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-tony-
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Re: Hub 3.0 Ethernet ports not working

cannot see that noise on the line would affect the lan ports but it sounds good and ends the call so lets leave that there

you are not the first that this has happened to - certainly been reports in the past - you say you have reset everything to default - was that done by resetting the hub - if not try a full reset

if that does not work post back and wait for VM - they will have a look - the easy next step is to replace the hub as its would seem its not the connection as wifi continues fine when the lan ports fail

so a reset if you have not done it and see what VM say

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alexbeingfrank
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Re: Hub 3.0 Ethernet ports not working

Thanks, Tony

Have just performed full factory reset but unfortunately the ethernet ports are still not working...

Noted re line noise fob off - suspected as much! 

Fingers crossed VM see this and can sort it out for me

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Martin_N
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Re: Hub 3.0 Ethernet ports not working

Hi alexbeingfrank,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue with your hub. 

 

I have been able to locate your account and do wish to assist with this. 

 

I will private message you so we can look to assist. 

 

^Martin

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-tony-
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Re: Hub 3.0 Ethernet ports not working


@Martin_N wrote:

Hi alexbeingfrank,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue with your hub. 

 

I have been able to locate your account and do wish to assist with this. 

 

I will private message you so we can look to assist. 

 

^Martin


ermmmm assuming as you say you have located the account then why [for clarity] is it necessary to go to pm?

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Martin_N
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Re: Hub 3.0 Ethernet ports not working

Hi -tony-,

 

Thank you for your input in this thread. 

 

To ensure all private details are kept secure we do private message our customers. 

 

^Martin

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-tony-
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Re: Hub 3.0 Ethernet ports not working


@Martin_N wrote:

Hi -tony-,

 

Thank you for your input in this thread. 

 

To ensure all private details are kept secure we do private message our customers. 

 

^Martin


martin i fully understand that - but what private details - you say you have found the account details from the forum info - the problem is not item specific - its a hub with iffy lan ports - the probable cure is a replacement hub - i say again you have the account details so whats the big secret that needs pm's

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Martin_N
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Re: Hub 3.0 Ethernet ports not working

Hi alexbeingfrank,

 

As per our personal chat I have booked in a engineer visit. I have also noted on the job for the engineer to bring a replacement hub for you. 

 

Please do let me know how the visit goes. 

 

^Martin

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-tony-
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Re: Hub 3.0 Ethernet ports not working


@Martin_N wrote:

Hi alexbeingfrank,

 

As per our personal chat I have booked in a engineer visit. I have also noted on the job for the engineer to bring a replacement hub for you. 

 

Please do let me know how the visit goes. 

 

^Martin


and with respect to do that you had to go to pm when you had stated earlier you had the account details from the OP's log in details

i did not think thats how this place worked

 

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Tony
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