Hub 3 Internet kicking devices dropping and rebooting

[joeylvjackson]

My hub 3 (over 5 years old) is kicking connected devices all day everyday at least 3 or 4 times a day. Sometimes hub reboots itself sometimes have to manual reboot. This is getting being reliable service on work calls, streaming Tv and watching sport. 

I have comprehensive notes of date and times as this has been happening for a month. 

try to use site to solve problem just days “problems on your area” when entering postcode and surname. 

I am infinite loop of not being able to contact Virgin,

needs an engineer, replacement hub or some attention required please. So have come hear to try and get it 

thanks J & R 

[oldmanpete]

Apart from the rebooting I'm having the same problems and my hub 3 is only a month old, engineer said too many connections fighting for the 5ghz, after 5 yrs I would say your hub is past it's sell by date and probably over heating, is it near a heat source?

[joeylvjackson]

It’s not near a heat source at all. I can’t figure out how to contact virgin to get this sorted. It’s unusable and needs looking at or replacing yet I can’t speak to or contact anyone about it. This service is just a mess I think I’m just going to cancel seeing prices are also going up and the service just doesn’t work 

[jbrennand]

Can you post up the Hub data..
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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 - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) 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 page. 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

[joeylvjackson]

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	5.9	40	256 qam	9
2	211000000	5.6	40	256 qam	10
3	219000000	5.8	40	256 qam	11
4	227000000	5.8	40	256 qam	12
5	235000000	5.5	40	256 qam	13
6	243000000	5.4	40	256 qam	14
7	251000000	5.3	40	256 qam	15
8	259000000	5.3	40	256 qam	16
9	267000000	5.3	40	256 qam	17
10	275000000	5	40	256 qam	18
11	283000000	4.9	40	256 qam	19
12	291000000	4.5	40	256 qam	20
13	299000000	4.5	40	256 qam	21
14	307000000	4.5	40	256 qam	22
15	315000000	4.5	40	256 qam	23
16	323000000	4.8	40	256 qam	24
17	331000000	4.5	40	256 qam	25
18	339000000	4.8	40	256 qam	26
19	347000000	4.8	40	256 qam	27
20	355000000	4.8	40	256 qam	28
21	363000000	4.5	40	256 qam	29
22	371000000	4.3	40	256 qam	30
23	379000000	4.3	40	256 qam	31
24	387000000	4.3	40	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	9	0
2	Locked	40.3	13	0
3	Locked	40.9	6	0
4	Locked	40.9	14	0
5	Locked	40.3	13	0
6	Locked	40.3	14	0
7	Locked	40.3	9	0
8	Locked	40.3	17	0
9	Locked	40.9	15	0
10	Locked	40.3	8	0
11	Locked	40.3	16	0
12	Locked	40.3	9	0
13	Locked	40.9	27	0
14	Locked	40.9	10	0
15	Locked	40.3	7	0
16	Locked	40.9	13	0
17	Locked	40.9	11	0
18	Locked	40.3	11	0
19	Locked	40.9	7	0
20	Locked	40.9	5	0
21	Locked	40.3	7	0
22	Locked	40.9	13	0
23	Locked	40.9	15	0
24	Locked	40.9	7	0

[joeylvjackson]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100000	43.8	5120	64 qam	2
2	30100000	43.3	5120	64 qam	4
3	36599619	43.5	5120	64 qam	3
4	49600000	44	5120	64 qam	1
5	23600000	42.8	5120	64 qam	5

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	7	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	8	0
5	ATDMA	0	0	0	0

[joeylvjackson]

22/02/2023 10:41:2	notice	LAN login Success;CM-MAC=;CMTS-MAC==1.1;CM-VER=3.0;
22/02/2023 10:39:33	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC==1.1;CM-VER=3.0;
18/02/2023 10:24:45	critical	No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=:be;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 08:06:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=-QOS=1.1;CM-VER=3.0;
15/02/2023 08:05:47	critical	No Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC==1.1;CM-VER=3.0;
14/02/2023 23:27:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=e;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 13:47:51	critical	No Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 07:45:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 18:48:42	critical	No Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 11:59:18	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=c;CMTS-MAC=0=1.1;CM-VER=3.0;
07/02/2023 04:26:8	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=0=1.1;CM-VER=3.0;
06/02/2023 19:45:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 16:05:49	critical	No Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 13:34:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
01/02/2023 07:00:39	critical	No Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MACCM-QOS=1.1;CM-VER=3.0;
31/01/2023 20:50:30	notice	SW download Successful - Via Config file
31/01/2023 20:48:6	notice	SW Download INIT - Via Config file
01/01/1970 00:08:46	critical	No Ranging Response received - T3 time-out;CM-MAC=c3;CMTS-MAC=0be;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:16	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c3;CMTS-MAC=:be;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:19	critical	No Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=0be;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Nothng obviously amiss ther - a few too many T3's but they are over several weeks

Lets see the BQM

Are your disconnects only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could actually be network connection/Hub related?

[joeylvjackson]

Hey J - Thanks for your reply. Whats BQM? If i am to talk to Virgin what does the t3 represent? A timeout? All devices are Wifi connections no hardwired all drop at the same time.....

[jbrennand]

Read message 4.