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Hub 3 issue?

Eemew57
Tuning in

I have just upgraded to an M250 package.

I have the hub set to modem mode.

I have a permanent red light on the hub, very poor download speeds, 25 mps consistently using the virgin speed checker with a wired connection and my firewall turned off.

I have disconnected the eero mesh system that I bought because the virgin wifi was so poor. The TV is on a wired connection and seems to be coping but sometimes slow to connect. 

I checked to the speed because sometimes my internet connection seems to freeze; since upgrading it has now dropped to 25mps when it should be 250 according to Virgin's own speed checker.

Could there be issues with the hub 3? If so, how do I get it changed?

Any suggestions much appreciated.

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person

For logs see this link

https://community.virginmedia.com/t5/Forum-Archive/Hub-status-data-understanding-network-log-message...

I am no expert (someone else should comment) but they dont look too bad to me (see link) - a few sporadic T3's are normal.  We need to see the full picture and a BQM to prove it isnt just wifi related - do this...

________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  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. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - 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 pages. 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

 


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

9 REPLIES 9

jbrennand
Very Insightful Person
Very Insightful Person

In modem mode the Hub3 light turns "magenta" which looks red to some eyes but is normal.  As you have disconnected the eero.. what do you have as your router ?  Or don't you have one ?

Put the Hub  back into normal router mode and connect the eero in access point mode and see how that performs first.

Or... connect the eero up again as per Tudor’s message 2 in here….
https://community.virginmedia.com/t5/Networking-and-WiFi/Hub3-in-Modem-mode/td-p/5206738

 


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

g0akc
Problem sorter

I use my hub 3 in modem mode (with a third party router) and the light looks red (rather than magenta) - that's a known thing.

I would suspect your connection to the hub - what router or kit do you have connected?  Can you try with just a laptop or PC connected to the hub using Ethernet?  Make sure it's a fast modern machine with at least 1gig connection speed.  What speeds do you get then?

What do the hubs management pages show?

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!

Thanks for the two replies.

I disconnected the eero for testing purposes and connected My newish laptop to port 1 via a ethernet cable that I have had no issue with as yet.

I have copied in the latest entries in the log. I am still getting an apparent signal drop out and low results from speed tests.

I don't know how to interpret the log but I note the occurence of the words error and critical.

Thanks for the suggestions, any other data I should be looking at?

Network Log

Time Priority Description

23/02/2024 22:45:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2024 23:26:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2024 12:21:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2024 09:13:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2024 07:26:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2024 05:29:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2024 04:17:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 00:44:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 14:10:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 11:55:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 02:10:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2024 17:55:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2024 14:10:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 12:30:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2024 14:03:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2024 04:33:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2024 01:55:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2024 04:08:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2024 05:45:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:23:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thus the wi-fi isn't the issue.

 

 

jbrennand
Very Insightful Person
Very Insightful Person

For logs see this link

https://community.virginmedia.com/t5/Forum-Archive/Hub-status-data-understanding-network-log-message...

I am no expert (someone else should comment) but they dont look too bad to me (see link) - a few sporadic T3's are normal.  We need to see the full picture and a BQM to prove it isnt just wifi related - do this...

________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  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. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - 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 pages. 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

 


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks, installed a moniter as suggested, also did two speed tests, all seemed quite fast which makes me wonder why Virgin's speed checker gave slow results.

date;

 

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

11390000001.536256 qam1
21470000001.736256 qam2
31550000001.936256 qam3
41630000001.936256 qam4
51710000002.236256 qam5
61790000002.236256 qam6
71870000002.236256 qam7
81950000002.236256 qam8
9203000000236256 qam9
10211000000236256 qam10
11219000000236256 qam11
12227000000236256 qam12
132350000001.936256 qam13
142430000001.736256 qam14
152510000001.736256 qam15
162590000001.736256 qam16
172670000001.536256 qam17
182750000001.437256 qam18
192830000001.436256 qam19
202910000001.236256 qam20
212990000001.236256 qam21
223070000001.236256 qam22
233150000001.236256 qam23
243230000001.536256 qam24



Downstream bonded channels

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

1Locked36.3150
2Locked36.6150
3Locked36.3170
4Locked36.6130
5Locked36.3180
6Locked36.3290
7Locked36.3480
8Locked36.6150
9Locked36.6120
10Locked36.6130
11Locked36.3150
12Locked36.3140
13Locked36.3120
14Locked36.6210
15Locked36.6160
16Locked36.6100
17Locked36.690
18Locked37.3220
19Locked36.6160
20Locked36.6410
21Locked36.6350
22Locked36.6210
23Locked36.3200
24Locked36.620

0

Upstream bonded channels

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

13260002034512064 qam9
23939997633.5512064 qam4
34620000033.3512064 qam3
45370008033.3512064 qam2

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID37112
Max Traffic Rate287500061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID37111
Max Traffic Rate27500061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0020
4ATDMA0000

Eemew57
Tuning in

Had no issues today but will keep an eye on the monitor over the coming week.

Thanks for your help.

Update

Connection seems stable according to monitor.

Did 3 speed tests using virgin's checker, all very fast, completely different to previous tests, yet I have not changed any settings or done anything that might affect the connection. Anyway, aside from the red light on the hub, all appears now to be working well, just won't be able to tell if the hub is overheating so fingers crossed!

Ashleigh_C
Forum Team
Forum Team

Hi there @Eemew57 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your service and thank you so much again for updating, it's great to hear that thing are starting to look better and thank you to community members for their help so far. 

Please do continue to monitor this and let us know how things are looking going forward? If needed we can run checks on our side though we would need the Hub to be in router mode.