Hub 3.0 - Next to no wifi for 2 days

[Just_Me]

I live in a flat in a share house and the internet's been abysmal (for everyone) for 2 days and the live-in landlord's away so all we've been able to do is switch the router on/off. 

We usually have 2G and 5G options. Currently when we do have wifi, it's 2G only (5G doesn't show up) and it says it's WPA (not WPA2/3 which I'm pretty sure it usually is). Hoping you guys can help because it's making my freelance work a nightmare!

Here are some details I can acces - not I don't have the router login details, so this is all I can access. Hub 3.0
(note it took 3 mins just for me to preview this post!)

Downstream bonded channels

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

1	139000000	-2	38	256 qam	1
2	147000000	-1.5	38	256 qam	2
3	155000000	-1.9	38	256 qam	3
4	163000000	-2	38	256 qam	4
5	171000000	-2.2	38	256 qam	5
6	179000000	-2.7	38	256 qam	6
7	187000000	-3	38	256 qam	7
8	195000000	-3	38	256 qam	8
9	203000000	-2.9	38	256 qam	9
10	211000000	-3.2	38	256 qam	10
11	219000000	-3.4	38	256 qam	11
12	227000000	-3.9	38	256 qam	12
13	235000000	-4.2	38	256 qam	13
14	243000000	-4.2	38	256 qam	14
15	251000000	-3.9	38	256 qam	15

(goes up to row 24)

Upstream bonded channels

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

1	32600000	52.2	5120	16 qam	9
2	39400055	52	5120	16 qam	4
3	46201103	52	5120	16 qam	3
4	25800981	52	5120	16 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	24	0
2	ATDMA	0	0	11	0
3	ATDMA	0	0	13	0
4	ATDMA	0	0	15	0

Network Log

Time Priority Description

09/11/2021 19:36:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:36:29	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:36:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:34:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:34:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:33:53	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:32:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:31:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:30:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:30:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:30:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:29:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand · Accepted solution]

Thats looking poor. The Up power levels are at the top of the range and the qams have dropped to 16 - should be 64 - and the T3 errors are ominous - looks like it is struggling now.

Can you try this and see if it cleans up
_______________________________

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 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,

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.

A pinhole reset may also help if it doesnt look better after that

[Just_Me]

Thanks John. Seems that it's already helped - at least the 2G seems to enable you to stream. (Think the 5G channel is something the landlord will have to do). Upload still pretty slow, let's hope today's clients don't need large files 😅

T3 and Post RS set back to zero (pre RS still has some numbers but maybe that's normal)

Here are the latest stats and I'll keep an eye on T3/RS.

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	2.67E+08	-3	38	256 qam	17
2	2.75E+08	-3.2	38	256 qam	18
3	2.83E+08	-3.5	38	256 qam	19
4	2.91E+08	-3.5	38	256 qam	20
5	2.99E+08	-3.5	38	256 qam	21
6	3.07E+08	-3.7	38	256 qam	22
7	3.15E+08	-3.7	38	256 qam	23
8	3.23E+08	-3.7	38	256 qam	24
9	3.31E+08	-3.7	38	256 qam	25
10	3.39E+08	-4	38	256 qam	26
11	3.47E+08	-4.2	38	256 qam	27
12	3.55E+08	-4.5	38	256 qam	28
13	3.63E+08	-4.4	38	256 qam	29
14	3.71E+08	-4.5	38	256 qam	30
15	3.79E+08	-4.2	38	256 qam	31

(Goes up to 24)

Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	0	0
2	Locked	38.6	5	0
3	Locked	38.9	5	0
4	Locked	38.6	5	0
5	Locked	38.6	6	0
6	Locked	38.9	4	0
7	Locked	38.9	5	0
8	Locked	38.9	0	0
9	Locked	38.9	4	0
10	Locked	38.9	0	0
11	Locked	38.9	6	0
12	Locked	38.9	2	0
13	Locked	38.9	6	0
14	Locked	38.9	5	0
15	Locked	38.9	5	0
16	Locked	38.9	4	0
17	Locked	38.9	4	0
18	Locked	38.6	0	0
19	Locked	38.9	13	0
20	Locked	38.6	0	0
21	Locked	38.9	0	0
22	Locked	38.9	6	0
23	Locked	38.9	3	0
24	Locked	38.9	0	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600000	50.2	5120	16 qam	9
2	39400473	50	5120	16 qam	4
3	46200048	50	5120	16 qam	3
4	25800000	50	5120	16 qam	10

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

Network Log
Time	Priority	Description
10/11/2021 08:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:07	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:03	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 08:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 07:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 07:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Still bad power levels on the Upstream, they are right at the upper end.  The 16 QAM should be 64.  The logs are showing SYNC errors as the Hub is struggling to maintain a lock.  You need a VM technician to sort this out, and I'm guessing the landlord will have to arrange this.

As for the 5Ghz band, I suspect the SSID is broadcasting the two bands as one name, so you can't differentiate between the 2.4Ghz and 5Ghz.  Again the landlord will need to login to the Hub to split this.

[Just_Me]

Thanks Adduxi. Waiting on the landlord it is 😞

[jbrennand]

Yes as Adduxi says - VM will only deal with the account holder. Re the 2.4/5 GHz issue, as you can log into the settings you should be able to try changing it and see if it helps - and set up a BQM - if you want to try then follow this.
----------------------------------------------------------------------------------------------------------

Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless>smart wifi - tick the disable “channel optimisation” box or “Smart Wifi” box and save settings.  Then, go to advanced>wireless>security, rename the 2.4 & 5 GHz network ssid's.  Just change 'em to whatever you like and something that will differentiate them (e.g - xxxxx_2 & xxxxx_5) -- use the same password for simplicity,  Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
5 GHz is always better/faster and subject to less interference (and is better for iDevices ) than the 2.4 one - although the 2.4 one has the better "range" and some older/cheaper/dumber devices can only use this one. 

You should also use a wifi analyser App to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.
____________________________

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

[Just_Me]

Thanks both🙌  I have workable internet for now so will handover to the landlord to sort the rest before I risk breaking anything!

[jbrennand]

Ok good plan the Up channels are struggling and will need a Tech visit to rectify. Landlord needs to call in or contact VM on here or chat/twitter etc in order to get it sorted.

Note that you can just set up the BQM without breaking anything... and it will help VM to diagnose whether there is a network connection issue. If you search a few threads in here you will see many of them contain piccys of or links to their BQM's so you can see what they look like.

[David_Bn]

Thanks for your post @Just_Me, 

I'd be happy to look into the prospect of having an engineer sent out to you to have the connection issue addressed

Check out the purple envelope in the top right hand corner for my private message

Kindest regards,

David_Bn