cancel
Showing results for 
Search instead for 
Did you mean: 

Hub 3.0 keeps losing connection

bn37qp
Tuning in

Recently my Hub 3.0 has been intermittently losing connection. The dropout can last from a few minutes up to 30 minutes at a time. During a downtime, both wired and wireless connections are affected, and using different computers. I've changed cables, and used different ports on the hub, but the issue remains.

I'm fairly certain that it is the hub which is the problem, and wonder whether I qualify for an upgrade to a newer model.

16 REPLIES 16

Cardiffman282
Super solver

Nothing like an AI-generated response from a brand new forum account. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

jbrennand
Very Insightful Person
Very Insightful Person

You will only get a replacement Hub if the one you have is faulty and then there is a strong possibility that you will just get an old refurbished Hub3.

My be a fault on the Network connection can you do this...

_______________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, .......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


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Network Log
Time Priority Description
23/05/2024 01:48:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:48:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:46:13 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:44:26 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:44:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:44:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:44:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:44:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 01:44:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2024 17:49:42 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2024 00:37:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2024 19:46:29 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2024 19:38:42 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2024 19:35:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2024 15:40:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2024 22:49:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2024 22:06:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2024 19:25:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2024 10:06:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 5 37 256 qam 1
2 146750000 5 37 256 qam 2
3 154750000 5.1 37 256 qam 3
4 162750000 5.3 37 256 qam 4
5 170750000 5.5 38 256 qam 5
6 178750000 5.1 38 256 qam 6
7 186750000 5.3 37 256 qam 7
8 194750000 4.9 38 256 qam 8
9 202750000 4.5 38 256 qam 9
10 210750000 4.4 38 256 qam 10
11 218750000 3.9 38 256 qam 11
12 226750000 3.7 37 256 qam 12
13 234750000 3.2 37 256 qam 13
14 242750000 2.9 37 256 qam 14
15 250750000 2.9 37 256 qam 15
16 258750000 3.9 38 256 qam 16
17 266750000 4.1 38 256 qam 17
18 274750000 4.4 38 256 qam 18
19 282750000 4.5 38 256 qam 19
20 290750000 4.5 38 256 qam 20
21 298750000 4.9 38 256 qam 21
22 306750000 5 38 256 qam 22
23 314750000 4.9 38 256 qam 23
24 322750000 5 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 125 0
2 Locked 37.6 101 0
3 Locked 37.6 55 0
4 Locked 37.6 37 0
5 Locked 38.6 36 0
6 Locked 38.6 36 0
7 Locked 37.6 36 0
8 Locked 38.6 38 0
9 Locked 38.9 33 0
10 Locked 38.6 40 0
11 Locked 38.6 38 0
12 Locked 37.3 49 0
13 Locked 37.6 53 0
14 Locked 37.6 89 0
15 Locked 37.6 91 0
16 Locked 38.6 50 0
17 Locked 38.6 16 0
18 Locked 38.6 30 0
19 Locked 38.9 27 0
20 Locked 38.9 37 0
21 Locked 38.6 65 0
22 Locked 38.9 43 0
23 Locked 38.9 45 0
24 Locked 40.3 49 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30099909 42.8 5120 64 qam 4
2 23600062 43.3 5120 64 qam 5
3 36599850 42.8 5120 64 qam 3
4 43100015 42.5 5120 64 qam 2
5 49600010 42.5 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

I've just added the details you asked for.

I'll look into the offline BQM.

Stats look good to me. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Client62
Legend

During the long disconnections are you seeing any change in the lights on the front of the Hub ?

jbrennand
Very Insightful Person
Very Insightful Person

As said... stats look ok.

lets see the BQM asap.


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.