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Dave19741
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Re: Hub 3 Disconnections

Hi Sweet16,

Yes, I'd also read some pretty damning reviews of the Hub3 router, saying it was outdated, and unreliable! Only wish I'd have seen these before switching to Virgin.

We too had the BT 50mb service which was always reliable and never caused any problems, wish I could say the same for Virgin! To be honest I wish I'd have stayed with BT, much better service altogether - Its true that the grass isn't always greener...

Sadly the 'pin' reset only gave us a temporary fix, and the normal slow service has resumed! I didn't think it would solve the problems having read yours and other peoples experiences on this forum, but it was worth a try.

That's all I can do for now. I had considered buying a new router and using the hub 3 just as a modem, but its not cheap. and an expense I could do without right now.

Fingers crossed I get a response from customer services - Not heard anything for a while....

Also checked the router log and getting repeat 'critical' errors for T3 timeout. Can anyone tell me what this means please? Thanks

RouterLog.png

 

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Dave19741
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Re: Hub 3 Disconnections

Just read a couple of thread relating to T3 timeout errors, and most ask for the logs to be copied so they can be scrutinised, so here goes.

Can somebody please offer any advice?  Do they look within normal levels?? Thanks in advance.

Downstream bonded channels

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

13310000004.440256 qam25
22030000003.740256 qam9
32110000003.540256 qam10
42190000003.740256 qam11
52270000003.740256 qam12
62350000003.540256 qam13
72430000003.540256 qam14
82510000003.740256 qam15
92590000003.540256 qam16
102670000003.740256 qam17
112750000003.740256 qam18
12283000000440256 qam19
13291000000440256 qam20
142990000004.338256 qam21
153070000004.140256 qam22
16315000000440256 qam23
173230000004.440256 qam24
183390000004.538256 qam26
193470000004.540256 qam27
203550000004.140256 qam28
21363000000438256 qam29
22371000000438256 qam30
233790000004.440256 qam31
243870000004.540256 qam32



Downstream bonded channels

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

1Locked40.33751
2Locked40.92139
3Locked40.31951
4Locked40.91358
5Locked40.92031
6Locked40.32040
7Locked40.32443
8Locked40.34351
9Locked40.34330
10Locked40.32138
11Locked40.32434
12Locked40.31736
13Locked40.32369
14Locked38.91932
15Locked40.33036
16Locked40.346144
17Locked40.34149
18Locked38.93645
19Locked40.318137
20Locked40.345126
21Locked38.98056
22Locked38.934135
23Locked40.31859
24Locked40.31542
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Dave19741
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Re: Hub 3 Disconnections

Upstream bonded channels

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

15370000448512064 qam10
23939998348512064 qam12
34620002948512064 qam11
46030003148512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0020
4ATDMA0000
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Dave19741
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Re: Hub 3 Disconnections

Network Log

Time Priority Description

20/06/2022 21:00:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2022 19:58:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 06:38:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2022 09:27:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2022 09:27:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2022 21:12:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 20:00:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 18:46:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 12:43:21noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 12:43:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2022 20:03:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:11:40criticalReceived 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;
13/06/2022 08:10:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:03:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 11:00:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Dave19741
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Re: Hub 3 Disconnections

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
53700004
Locked
Provisioning State
Online
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John_GS
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Message 56 of 60
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Re: Hub 3 Disconnections

Hello Dave19741

Thanks for coming back to the thread. I have done system checks today, no issues showing, no outages. All levels in spec and no issues with SNR (signal to noise ratio) and congestion. Speeds to the router are also showing fine, above what they should be which is also a plus 🙂

How are you testing the speed, wired/wireless and what devices?

Have you also use the Connect App to do a wireless scan in the property which hopefully will help? virg.in/connectapp - that explains more 🙂

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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Dave19741
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Re: Hub 3 Disconnections

Hi @John_GS

Thanks for your reply and confirming that all the levels look fine.

Unfortunately, the issues have continued throughout the week.

From reading other posts on this forum and other web reviews, I think there’s a high probability that the problem lies with the Hub3 router itself. Numerous reviews and users report the same issues.

An engineer confirmed all connections to, and within the property were ok, as are the  levels seen from the router log.
It all points to the router.

We’ve all had enough so have purchased a TP Link mesh router to replace the outdated and unreliable hub 3. I’d like to destroy it with a large lump hammer tbh, but alas, it’s still needed to work as a modem. Let’s hope it can perform better as that, than as a router 🤞🏻

The mesh systems up and running, so time will tell. Even in the short space of time its been operating performance has been better, especially when online gaming.

Hub3 0 - 1 TP Link 

Will update in a few days time.

 

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Sweet16
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Re: Hub 3 Disconnections

Hi Dave19741,

Genuinely feel your pain and frustration and was close to launching the Hub 3 myself. What is even more frustrating is numerous people telling you all is fine when your experience suggests otherwise. I appreciate that the VM staff here are conveying what they see on the results of tests but seem unable to accept that the Hub 3 is unfit for purpose. Every customer can’t be wrong.

unfortunate that you have had to resort to the expenditure of a third party router to provide any reliability to your service. The only thing that is 100% reliable is Virgin Media’s direct debit. . . . .

 

 

Dave19741
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Re: Hub 3 Disconnections

Hi @Sweet_16,

Yes agree, VM must be aware of the issues with the Hub3, but won’t or can’t do anything to resolve, which sucks for all the customers out there who are paying for such an unreliable service.

It must be disheartening for the VM staff too as they must be inundated with the same complaints.

I don’t think they’ve missed taking a DD payment though 😁

Performance has improved massively since installing the mesh system. I can’t believe the difference tbh. No lagging or drop outs at all. Will post more updates over time.

👍🏻

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Akua_A
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Re: Hub 3 Disconnections

Thank you for the updates @Dave19741

We are glad that the mesh system has helped with your service. Please continue to monitor this and let us know if you need any further help.

Thanks, 

Akua_A
Forum Team



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