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ngilbo
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Hub 3.0 Issues

Hi - I'm running the Hub 3.0 in modem mode (with a Netgear router for wifi).  The problem I'm having is the hub completely drops out 3-4 times a day.  No internet access and hub web page unresponsive (192.168.100.1).  Switching the hub on and off resolves the issues.  This is obviously a complete pain.  Any suggestions on how to resolve this?

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jbrennand
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Re: Hub 3.0 Issues


@ngilbo wrote:

Hi - I'm running the Hub 3.0 in modem mode (with a Netgear router for wifi).  The problem I'm having is the hub completely drops out 3-4 times a day.  No internet access and hub web page unresponsive (192.168.100.1).  Switching the hub on and off resolves the issues.  This is obviously a complete pain.  Any suggestions on how to resolve this?


Hard to say - could be a problem with the Hub or a problem on your connection.. Post up ypur connection details so someone can see if they can spot an obvious issue.

go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status” icon at  top right - or bottom middle - of first page up -- depending on which hub you have  and then copy/paste 3 sets of data onto here - the downstream, upstream , &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses. 

Here is an example of how they should appear

https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-3-0-Overheating/td-p/3816312

If there looks to be a network connection problem, a VM Forum staff member on here will organise a technician visit or you may be quicker calling the help line for that.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Forum Team (Retired) Samantha_L
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Re: Hub 3.0 Issues

Hi ngilbo,

 

Thanks for posting and welcome to the community.

 

Sorry to read you are experiencing disconnections.

 

I've run some tests and everything has come back as fine. There are no faults reported and no time-outs within 6 days of the router being online.

 

When this happens, do you notice any lights change on the Hub at all?

If you can post the network log, that will be helpful.

 

Speak soon
Sam


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ngilbo
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Re: Hub 3.0 Issues

Thanks very much for the response.  A snippet of the network log:

 

2018-10-02 02:52:46.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-08 08:11:14.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 01:58:57.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-10 06:34:18.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-10 08:10:30.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Thanks 

Nick

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ngilbo
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Re: Hub 3.0 Issues

Also including the upstream and downstream text:

Upstream bonded channels

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

15370000047.5512016 qam11
22580000046.3512016 qam10
33260000046.5512016 qam9
46030000048.8512016 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0020
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

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

12987500002.538256 qam21
23227500002.238256 qam24
33147500002.238256 qam23
43067500002.438256 qam22
52907500002.738256 qam20
62827500002.938256 qam19
7274750000338256 qam18
82667500003.238256 qam17
92587500003.438256 qam16
102507500003.738256 qam15
112427500003.938256 qam14
12234750000438256 qam13
13226750000438256 qam12
142187500004.140256 qam11
152107500004.438256 qam10
162027500004.838256 qam9
17194750000540256 qam8
18186750000538256 qam7
191787500005.138256 qam6
201707500005.140256 qam5
211627500005.438256 qam4
221547500005.538256 qam3
231467500005.840256 qam2
24138750000638256 qam1



Downstream bonded channels

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

1Locked38.970195
2Locked38.6703262
3Locked38.6906164
4Locked38.9888102
5Locked38.970488
6Locked38.972340
7Locked38.9790139
8Locked38.968099
9Locked38.9450162
10Locked38.9595535
11Locked38.9608724
12Locked38.9511739
13Locked38.6519608
14Locked40.3455353
15Locked38.9425327
16Locked38.6309325
17Locked40.9263384
18Locked38.91684486
19Locked38.980660631
20Locked40.316644964
21Locked38.913448906
22Locked38.919200734
23Locked40.3141685272
24Locked38.990264034
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Moderator (Retired) Ty_S
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Message 6 of 11
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Re: Hub 3.0 Issues

Hi ngilbo

Thanks for getting back to us. I've had another look and everything looks great with the hub and your network segment. The hub shows as being online for around 11 days with only 2 T3's showing. Is this still happening and if so is it on one or more devices? Could you post the full network log? It may also be worth setting up a BQM graph and posting it here after a day or two.

Speak soon  


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ngilbo
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Re: Hub 3.0 Issues

Hi - here's the network log:

 

Time Priority Description

2018-10-13 12:33:57.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-13 16:06:01.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-14 14:20:11.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-18 20:14:52.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 02:43:20.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 10:08:41.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 15:28:17.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 17:05:36.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 17:05:48.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 20:07:55.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 20:10:41.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 20:34:03.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 20:42:17.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 22:18:17.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 22:35:20.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 23:10:24.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 23:27:43.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-19 23:36:28.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-20 00:02:35.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-20 00:50:29.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Here are some BQM graphs:

BQM 1.JPGBQM 2.JPG

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Moderator (Retired) Ralph_R
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Re: Hub 3.0 Issues

Thanks for the update, nothing obviously amiss from the log events, though can't view your BQM (probably restricted due to your IP address being present).

I've double checked both your hub and local segment stats and again nothing apparent to explain any drops.

Is this happening on both wired and wireless? If you disconnect your own router from the set up is the same thing happening?

Cheers

Ralph_R
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ngilbo
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Re: Hub 3.0 Issues

Hi Ralph

Thanks for the response.  Is it possible for me to send the BQM graphs to you direct (or shall I just redact the IP address).  The graphs do show packet loss.

I added my own router because I was getting a lot of wifi drops with the Virgin router.  I don't get wireless issues now - it's the internet connection that seems to drop.

Nick

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ngilbo
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Re: Hub 3.0 Issues

Added redacted BQM graphs...

 

BQM 1.JPGBQM 2.JPG

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