Hub 3 Not working with my Routers anymore

[swampy46]

Hi a couple of weeks ago my internet went off

since it cam back on my router keeps losing interent from the hub now

the only way I can get the internet back on is if i switch  the hub in normal mode .(not using my 3rd party router)

Sometimes the router will work sometimes it wont't

I purchased 2 new routers as I thought It was my linky ea9500 dieing but it's happerning to both new routers also

They will work sometimes but eventually they go off line ..only way to get internet back is hub normal mode now

Then I can;t connect my security cameras

When I phoned virgin last week they monitored my connection and sent me a text saying everything looks good but last night the problem came back .. So today I had to put hub into normal mode again !

[swampy46]

spoke to phoned support and they are still monitoring

I'm using the hub3 on it's own for now for wifi and lan  , disconnected my router  but now I can't access my security cameras and door bell now

I have 3 routers to test play with a linkys ea9500 , netgear xr500 , edgerouter x

when i use any of these routers the connection goes offline after a few hours ...never used to

also when the internet goes off the hub3 still has the red solid light on ... but it has no internet

the hub3 is not rebooting when it goes offline like it used too ,... it says solid red

😞

[VMUser1812 · Accepted solution]

OK, well the red light is a sign of overheating, now it probably isn’t actually overheating but more a symptom of failing components in the hub, so don’t panic! But this in itself should be sufficient grounds for VM to immediately offer to replace the hub (hint to the forum team here), on the grounds that it it were to dangerously overheat in the future, then how would you know?

So either the hub is overheating, and needs to be replaced as a danger to the user, or it isn’t and some components are beginning to fail. And if, say the heat sensor was failing, then maybe the Ethernet port components are as well, no?

It does make sense; if the switch part of the hub were to be failing, when you have your own router attached and the Ethernet ports decide to have a lay down, then that disconnects your router and the WiFi provision from it.

Basically the hub just needs to be replaced!

[swampy46]

thanks for replying VMUser1812

I will ask virgin tomorrow for a new hub , ringing me back after 12

I have noticed the hub is very hot seems to be hotter than usual like you can't reall hold your hand on it for too long

[Beth_G]

Hi swampy46,

I'm sorry for our delayed response and to hear you've been having some trouble with your Hub.

I can see that you have been able to speak with our team and arrange an engineer visit which is great. Do let us know how the visit goes and if you need anything else from here.

Enjoy the rest of your Sunday 😊

[swampy46]

Hi

Virgin came on Monday morning  and replaced my old hub for a new one and all is working great now

Thank you Beth and VMUser1812

[Natalie_L]

Hi swampy46, 

Thank you for taking the time to update the thread and let us know the issue is now resolved. 

Please do reach out if we can assist with anything in the future. 

Have a great weekend. 

[swampy46]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd399e4a8d0a77831a59e919fbba98d289... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd399e4a8d0a77831a59e919fbba98d289aabd68-27-05-2023

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd399e4a8d0a77831a59e919fbba98d289aabd68-27-05-2023]My Broadband Ping[/url]

 It's still very bad

I'm getting buffering watching videos and gaming is really bad, I can't game anymore it's not enjoyable 😞 

I've had this for a long time now

[swampy46]

I've just noticed one of the Modulations has changed to 32 QAM , is that bad?

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

1	30100000	41.520599	5120 KSym/sec	64QAM	4
2	36600000	41.520599	5120 KSym/sec	64QAM	3
3	43100000	41.020599	5120 KSym/sec	64QAM	2
4	23600000	41.520599	5120 KSym/sec	32QAM	9
5	49600000	40.770599	5120 KSym/sec	64QAM	1

[swampy46]

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

1	139000000	5.300003	38.605377	QAM256	1
2	147000000	5.400002	38.605377	QAM256	2
3	155000000	5.500000	38.983261	QAM256	3
4	163000000	5.300003	38.983261	QAM256	4
5	171000000	5.199997	38.983261	QAM256	5
6	179000000	5.199997	38.605377	QAM256	6
7	187000000	5.500000	38.983261	QAM256	7
8	195000000	5.400002	38.983261	QAM256	8
9	203000000	5.599998	38.983261	QAM256	9
10	211000000	5.599998	38.605377	QAM256	10
11	219000000	5.800003	38.983261	QAM256	11
12	227000000	5.900002	38.983261	QAM256	12
13	235000000	5.900002	38.605377	QAM256	13
14	243000000	5.900002	38.983261	QAM256	14
15	251000000	6.000000	38.605377	QAM256	15
16	259000000	6.000000	38.983261	QAM256	16
17	267000000	6.099998	38.605377	QAM256	17
18	275000000	6.500000	38.605377	QAM256	18
19	283000000	6.699997	38.605377	QAM256	19
20	291000000	6.500000	38.605377	QAM256	20
21	299000000	6.099998	38.983261	QAM256	21
22	307000000	5.599998	38.983261	QAM256	22
23	315000000	5.300003	38.983261	QAM256	23
24	323000000	5.800003	38.983261	QAM256	24
25	331000000	6.300003	38.605377	QAM256	25
26	339000000	7.000000	38.983261	QAM256	26
27	347000000	7.400002	38.983261	QAM256	27
28	355000000	7.599998	38.983261	QAM256	28
29	363000000	8.000000	38.983261	QAM256	29
30	371000000	8.300003	38.983261	QAM256	30
31	379000000	8.500000	38.983261	QAM256	31

3.0 Downstream channels

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

1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.605377	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.605377	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1840

QAM4096

392

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

9.4

1386703033

6

[Cardiffman282]

I've seen worse. Downstream channel 33 is struggling and an upstream channel is at 32 qam as you say. A bit of latency on the BQM in the afternoon too.