Hub 3 - Complete failures multiple times a day. needs re-boot each time?

[Ash_hub]

Hi all.... hoping I can get some help here as have tried support live chat & WhatsApp several times in the past week with long waits and no resolution.

I have a Hub3 which is several years old - possibly over 5 but I can't remember exact details.

At multiple times of day, the connection is lost completely to both WiFi and cabled uses. As advised by live chat support, I carried out a hardware factory reset.

I have a 3rd party WiFi access point connected to power the mesh network around the house. Hub 3 WiFi was awful & couldn't power Ring camera & doorbell devices as too weak a signal. I can tell there is an issue as this lights up orange and any web browsing/TV streaming all stops at the same time eventually showing connection error messages.

On each occasion both the Virgin web site & live chat support confirmed Router was online but nothing working here unless hub3 was hard re-booted.

Have checked the hub3 logs and am getting the below which doesn't sound good in terms of timeouts etc. I don't understand the detail though but sounds similar to this ticket here: T3 timout & no ranging response errors. 

After this, I also tried modem mode as previously I just had the wifi disabled for both bands. I wandered if this may have caused issues. After applying modem mode, the router re-booted but stayed with a solid red light and never came back online with any signal. I had to hardware reset to factory settings again to get the router back online. Our symptoms are very similar to this post: connection regularly dropping 

This complete failure happens multiple times a day and is getting very frustrating in terms of all the family at home for holidays. Please can anybody advise ASAP?

[Client62]

A solid red LED on the front panel may mean a thermal fault of the Hub 3.

To check, Login to the Hub menu & run the Network Diagnostic tool,  then scroll down through the results to
Temperature - check if it is reported as normal or too hot.

If the Temperature is Normal - look at the Upstream / Downstream connection stats to make sure they are in spec and not suffering from an increasing number of reported errors.

[Ash_hub]

Thanks,

I will check these settings. The solid red light is only in modem mode though. Modem mode seems to lock up the whole hub and can't access it via either IP. after a hardware factory reset, the router runs with the amber coloured light all the time. This doesn't change even when the connection fails.

[Tudor]

"The solid red light is only in modem mode though" the LED on the hub3 is magenta when in modem mode, it can look red to some people. You should never have to reboot the hub, problems like your is usually down to a network circuit problem. Please post a full set of stats. 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Ash_hub]

Thanks @Kudos,

Hopefully this will show some of the issues. I hit a character limit on the reply so here is the data I can copy starting with the networking tab as this seems to show the most obvious issues back to 13/12/23

NETWORKING

Time Priority Description

27/12/2023 12:30:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2023 12:30:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2023 13:29:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2023 19:18:32	Error	Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2023 14:36:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2023 14:06:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2023 13:59:52	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2023 13:58:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2023 17:39:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2023 19:27:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2023 23:44:25	critical	TLV-11 - Illegal Set operation failed;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2023 10:49:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2023 02:07:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2023 15:11:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2023 01:27:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2023 18:57:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2023 18:57:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2023 20:12:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ash_hub]

Here is the downstream tab info

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

1	659000000	0.5	37	256 qam	32
2	475000000	1.4	38	256 qam	9
3	483000000	1.2	38	256 qam	10
4	491000000	1.5	37	256 qam	11
5	499000000	1.9	38	256 qam	12
6	507000000	2	37	256 qam	13
7	515000000	2	38	256 qam	14
8	523000000	2	38	256 qam	15
9	531000000	1.7	37	256 qam	16
10	539000000	1.4	37	256 qam	17
11	547000000	1.5	37	256 qam	18
12	555000000	1	37	256 qam	19
13	563000000	1	37	256 qam	20
14	571000000	0.9	37	256 qam	21
15	579000000	0.5	37	256 qam	22
16	587000000	0.4	38	256 qam	23
17	595000000	0.2	38	256 qam	24
18	603000000	0.2	38	256 qam	25
19	611000000	0.2	37	256 qam	26
20	619000000	-0.2	38	256 qam	27
21	627000000	0	37	256 qam	28
22	635000000	0	37	256 qam	29
23	643000000	0	37	256 qam	30
24	651000000	0	37	256 qam	31

Downstream bonded channels

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

1	Locked	37.6	11	0
2	Locked	38.6	6	0
3	Locked	38.6	7	0
4	Locked	37.6	24	0
5	Locked	38.9	5	0
6	Locked	37.6	9	0
7	Locked	38.6	19	0
8	Locked	38.6	5	0
9	Locked	37.6	8	0
10	Locked	37.6	9	0
11	Locked	37.6	6	0
12	Locked	37.6	12	0
13	Locked	37.6	15	0
14	Locked	37.6	7	0
15	Locked	37.6	8	0
16	Locked	38.6	6	0
17	Locked	38.6	8	0
18	Locked	38.6	8	0
19	Locked	37.6	6	0
20	Locked	38.9	14	0
21	Locked	37.6	18	0
22	Locked	37.6	7	0
23	Locked	37.6	14	0
24	Locked	37.3	5	0

[Ash_hub]

here is the upstream info:

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

1	49599998	44.8	5120	64 qam	1
2	23599971	44.8	5120	64 qam	5
3	30099998	44.8	5120	64 qam	4
4	36600012	44.8	5120	64 qam	3
5	43099998	44.8	5120	64 qam	2

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
5	ATDMA	0	0	0	0

[Tudor]

All stats are within acceptable limits so next thing to do is to setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

[Ash_hub]

Thx Tudor,

Are the T3 timeouts anything to do with the outages at all? they don't seem to coincide exactly with the same times we notice an outage. I read a similar post which required an engineer visit and ended up in a new router being deployed.

here is the live link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/90ddb1a773cc6aa5620b4fea4cc25d565a... 

[Tudor]

A few T3s are acceptable, but lots in a short period or lots each day normally indicate a circuit problem. If you get 16 consecutive T3s they become a T4, but this is rare.