Hub 3 Internet keeps dropping

[mhn]

Hi,

We've had our Hub 3 for quite a years, however, we are recently experiencing a lot of connection issues. The internet connection gets dropped and reconnects after a few minutes. The hub is currently used in the modem-mode. Can you please let me know if these figures are inline with what you should expect from the router? 

Downstream bonded channels

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

1	298750000	-0.9	38	256 qam	21
2	138750000	3	40	256 qam	1
3	146750000	3	40	256 qam	2
4	154750000	2	40	256 qam	3
5	162750000	2.2	40	256 qam	4
6	170750000	2.4	40	256 qam	5
7	178750000	2	40	256 qam	6
8	186750000	2	40	256 qam	7
9	194750000	1.7	40	256 qam	8
10	202750000	1.7	40	256 qam	9
11	210750000	1.5	35	256 qam	10
12	218750000	1.2	36	256 qam	11
13	226750000	0.7	33	256 qam	12
14	234750000	0.2	40	256 qam	13
15	242750000	0.5	40	256 qam	14
16	250750000	0.2	40	256 qam	15
17	258750000	-0.4	40	256 qam	16
18	266750000	0	40	256 qam	17
19	274750000	0	40	256 qam	18
20	282750000	0	40	256 qam	19
21	290750000	-0.9	40	256 qam	20
22	306750000	-0.5	40	256 qam	22
23	314750000	-0.7	40	256 qam	23
24	322750000	-1	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	8439	131
2	Locked	40.3	622116	547067
3	Locked	40.9	363400	365307
4	Locked	40.3	1114228	263077
5	Locked	40.9	737250	963894
6	Locked	40.9	57329	7827
7	Locked	40.3	34995	71910
8	Locked	40.3	29937	1340
9	Locked	40.3	27803	701
10	Locked	40.3	26734	760
11	Locked	35.7	49814	11316
12	Locked	36.3	36523	2336
13	Locked	33.9	26136963	14145725
14	Locked	40.9	31616	3089
15	Locked	40.9	31571	3441
16	Locked	40.9	28321	4545
17	Locked	40.9	33862	3276
18	Locked	40.9	52272	2712
19	Locked	40.3	40273	625
20	Locked	40.9	13807	4
21	Locked	40.3	8163	5
22	Locked	40.3	7487	58
23	Locked	40.3	7218	5
24	Locked	40.9	5697	14

Upstream bonded channels

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

1	39400000	43.5	5120	64 qam	3
2	32600021	43.5	5120	64 qam	4
3	46199986	43.5	5120	64 qam	2
4	53699996	45	5120	64 qam	1

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

The log file contains quite a few warnings:
Time Priority Description
31/05/2023 11:08:51 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:47:19 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:43 Warning! Lost MDD Timeout;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:40 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:33 Warning! Lost MDD Timeout;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:10 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:10 Warning! Lost MDD Timeout;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:45:23 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;

[Cardiffman282]

A couple of downstream channels are struggling re low power levels and the errors across all of them are high. 

Try a 60 second pinhole reset of the hub and monitor progress.

Also check for local faults on 0800 561 0061 and make sure all cables and connections are tight and in good condition. 

[Client62]

A call to the automated number 0800 561 0061 to see if there are any known local fault is always worth while.

As this Hub is in Modem mode a factory reset will take it back to Router modes and leave the OP with stuff to do to get their network operational again.  Perhaps start with a Reboot of the VM Hub to clear the error counts.

[John_GS]

Hi @mhn 

Thanks for posting and welcome to the community.

Sorry to hear of the broadband issues. I can see from a system check that you've contacted the team since posting and booked an engineer visit.

Please let us know how it goes.

Best wishes.