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Louholden
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Message 1 of 9
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Hub 3 Problems

My hub 3 is constantly going offline. I've tried everything possible from VM advice, app, followed all steps and also had my hub3 replaced along with visits from engineers. I've renamed the two channels as advised. Would relocating the hub somewhere different make any difference? Does VM charge for this service?

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Tudor
Hero
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Message 2 of 9
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Re: Hub 3 Problems

Yes. A non fault call out is £99.

Possibly you have a circuit problem, please go into your hub on 192.168.0.1 and post your up/downstream stats and network log. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Louholden
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Message 3 of 9
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Re: Hub 3 Problems

Password
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000240256 qam1
21470000001.440256 qam2
31550000001.540256 qam3
41630000002.240256 qam4
51710000003.240256 qam5
61790000003.240256 qam6
7187000000340256 qam7
81950000003.240256 qam8
92030000003.540256 qam9
102110000003.540256 qam10
112190000003.240256 qam11
122270000002.540256 qam12
13235000000240256 qam13
142430000002.240256 qam14
152510000003.240256 qam15
162590000004.140256 qam16
172670000004.340256 qam17
182750000003.540256 qam18
192830000002.940256 qam19
202910000002.540256 qam20
212990000002.740256 qam21
22307000000340256 qam22
233150000002.940256 qam23
24323000000340256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.980
2Locked40.390
3Locked40.950
4Locked40.990
5Locked40.9220
6Locked40.3240
7Locked40.370
8Locked40.970
9Locked40.9190
10Locked40.360
11Locked40.960
12Locked40.390
13Locked40.9110
14Locked40.320
15Locked40.940
16Locked40.960
17Locked40.950
18Locked40.970
19Locked40.360
20Locked40.9120
21Locked40.350
22Locked40.980
23Locked40.970
24Locked40.90

0

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Louholden
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Message 4 of 9
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Re: Hub 3 Problems

Password
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000005.7512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
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Louholden
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Message 5 of 9
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Re: Hub 3 Problems

Password
 


 
Router status
Network LogTime Priority Description
01/09/2019 09:32:30criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:33:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:34:13criticalReceived 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;
01/09/2019 09:38:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:12criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:12criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:12ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:13criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:42:8criticalReceived 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;
01/09/2019 09:46:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 21:44:50criticalReceived 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;
01/09/2019 21:48:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 21:49:1criticalReceived 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;
01/01/1970 00:04:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:13criticalReceived 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;
01/01/1970 00:10:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:34criticalReceived 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;
02/09/2019 09:34:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 15:51:58criticalReceived 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;
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Tudor
Hero
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Message 6 of 9
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Helpful Answer

Re: Hub 3 Problems

Downstream is fine, upstream channel is way too high a signal and you should have 4 channels not 1. Phone customer services and try again, just be persistent, the only way this can be fixed is by a technician’s visit. I believe you will probably need moving to another tap on the local cabinet. Are you a long way from your street box?


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Louholden
On our wavelength
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Message 7 of 9
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Re: Hub 3 Problems

The street box is approximately 30 yards away.

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griffin
Alessandro Volta
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Message 8 of 9
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Helpful Answer

Re: Hub 3 Problems

The main concern here is that you are only picking one upstream channel with the power level maxed out.
The logs are showing the upstream is in some distress, so very unlikely to be a power level issue.
You will need a tech visit unless it is a VM local circuit issue.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Forum Team
Forum Team
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Message 9 of 9
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Re: Hub 3 Problems

Hi Louholden,

 

Sorry to hear about your Hub 3 issues and understand that you're eager on getting it resolved.

 

I'll send you a Private Message asking for more details, please reply back to it so I can take a look for you.

 

Regards,

 

Lisa

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