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Hub 3 faulty since lightning in area

mholland90
Tuning in

Hey folks,

Previous Setup: Hub3 running in Modem mode with an Archer C7 router.

Router died a couple of days ago, coinciding with lightning in the area. Put the Hub3 back in router mode and it seems to be faulty now (I'm assuming a surge bricked my router and damaged the Hub3)

Problem: Hub3 makes a hissing noise (from the body of the Hub3 itself, not any wiring of the power supply) and randomly loses WiFi.

WiFi light on Hub3 randomly goes between blinking rapidly to steady on a couple of seconds back to rapid blinking and then back to normal. During this time some WiFi devices lose connection while others keep connection (Possibly one band losing connection while other stays up?).

Do others agree that this would need replacing?

Stats:

1331000000440256 qam25
2203000000438256 qam9
3211000000440256 qam10
4219000000440256 qam11
5227000000440256 qam12
62350000003.740256 qam13
72430000003.740256 qam14
82510000003.740256 qam15
92590000004.140256 qam16
102670000004.340256 qam17
112750000004.140256 qam18
122830000003.740256 qam19
132910000003.740256 qam20
142990000003.440256 qam21
153070000003.740256 qam22
163150000003.740256 qam23
173230000004.140256 qam24
18371000000440256 qam26
19379000000440256 qam27
203870000004.340256 qam28
213950000004.540256 qam29
224030000004.440256 qam30
234110000004.340256 qam31
244190000004.340256 qam32



Downstream bonded channels

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

1Locked40.9230
2Locked38.9180
3Locked40.31060
4Locked40.3330
5Locked40.9330
6Locked40.3140
7Locked40.3300
8Locked40.3230
9Locked40.3880
10Locked40.3110
11Locked40.3400
12Locked40.3240
13Locked40.3330
14Locked40.3320
15Locked40.3340
16Locked40.9340
17Locked40.3640
18Locked40.9250
19Locked40.9180
20Locked40.9320
21Locked40.3210
22Locked40.3190
23Locked40.3230
24Locked40.3160

 

Upstream bonded channels

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

13940000045.5512064 qam4
24620005445.8512064 qam3
33260000045.3512064 qam5
42579999645512016 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

1 ACCEPTED SOLUTION

Accepted Solutions

Definitely call it in as a fault on 150
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

See where this Helpful Answer was posted

12 REPLIES 12

lotharmat
Community elder
Hissing noise???

Either the hub is seriously broken - or it has a snake in it!!

Call it in on 150!!




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Yeah a hissing noise, sorry I should have explained that better. Its a sort of electrical hissing like a capacitor dying

Definitely call it in as a fault on 150
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Thank you, will contact them shortly

Keep us posted! - VM staff on here can organise tech visits (which can facilitate a Hub swap) if you get no joy over the phone!

I'm sure the hub must smell a bit burnt out to go with the hissing!! (If you know what I mean 😉 )

Yup - there must definitely be a burnt smell!!!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

If there was a power surge I think the isolator should be replaced as well.

--
Hub 5, TP-Link TL-SG108S 8-port gigabit switch, 360
My Broadband Ping - Roger's VM hub 5 broadband connection

I gave up on the phone when they said the solution to a faulty Hub 3 was to download the Virgin Media Connect app. Anyone know what times are best to get more competent people on the phone?

Update:

I went through webchat who eventually got me the number for Tier 2 support. They managed to get me a new Hub sent out, hopefully it will arrive soon.

She was having problems because apparently the VM system doesn't allow them to send out a new hub if the system shows the current hub as working at that moment. 

Just got to wait on that to arrive and my new Deco M5 to arrive and we will actually have usable WiFi again.

Now I just need to find someone to fix a wheelchair

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @mholland90,

 

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you've had some ongoing connection issues with your Hub recently! That's never good.

 

I'm glad to see that @lotharmat provided you with lots of great information!

 

I'm happy to hear that you were able to get in touch with our team and have a replacement Hub sent out! Please keep us updated on this when you receive your Hub and let us know if there's anything else we can to do help.

 

Keep us updated,

Paulina_Z
Forum Team

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