Hub 3 issues

[Hassan69]

Hi my mum's Hub 3 keeps losing ethernet connection or basically stays on wifi. This has been going on for at least 2 years i think. In that time i have VM come and check outside connections, change to a new hub 3 and remove the filter that was connected as it wasn't needed. I've done factory reset, tried different PC's and cable changes but the issue is still there. She's paying for a service that is not delivering as attended.

[Adduxi]

Post the power levels, Pre and PostRS errors and network log from the Hub.

Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[jbrennand]

As Adduxi says - follow this procedure on your mums Hub

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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. No need to log in - just click on the “Router Status” icon/text at bottom-middle 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

[Hassan69]

Hi here is the info.

1	203000000	5.4	40	256 qam	9
2	139000000	5.4	40	256 qam	1
3	147000000	5.5	40	256 qam	2
4	155000000	5.4	40	256 qam	3
5	163000000	5.5	40	256 qam	4
6	171000000	5.5	40	256 qam	5
7	179000000	5.5	40	256 qam	6
8	187000000	5.5	40	256 qam	7
9	195000000	5.4	40	256 qam	8
10	211000000	5.3	40	256 qam	10
11	219000000	5.3	40	256 qam	11
12	227000000	5.1	40	256 qam	12
13	235000000	5	40	256 qam	13
14	243000000	5	40	256 qam	14
15	251000000	5	40	256 qam	15
16	259000000	5	40	256 qam	16
17	267000000	5	40	256 qam	17
18	275000000	4.9	40	256 qam	18
19	283000000	4.8	40	256 qam	19
20	291000000	4.8	40	256 qam	20
21	299000000	4.9	40	256 qam	21
22	307000000	4.8	40	256 qam	22
23	315000000	5	40	256 qam	23
24	323000000	4.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	44	0
2	Locked	40.3	13	0
3	Locked	40.9	10	0
4	Locked	40.3	10	0
5	Locked	40.3	12	0
6	Locked	40.3	18	0
7	Locked	40.9	17	0
8	Locked	40.3	25	0
9	Locked	40.3	40	0
10	Locked	40.3	44	0
11	Locked	40.3	46	0
12	Locked	40.3	69	0
13	Locked	40.3	60	0
14	Locked	40.3	67	0
15	Locked	40.3	67	0
16	Locked	40.3	49	0
17	Locked	40.3	45	0
18	Locked	40.3	40	0
19	Locked	40.3	42	0
20	Locked	40.3	52	0
21	Locked	40.3	73	0
22	Locked	40.3	40	0
23	Locked	40.3	56	0
24	Locked	40.3	60	0

Upstream bonded channels

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

1	49600000	45	5120	64 qam	1
2	36600000	44.5	5120	64 qam	3
3	30100000	44.3	5120	64 qam	4
4	43100014	44.8	5120	64 qam	2
5	23600000	44	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	0	0

[Hassan69]

Network Log

Time Priority Description

13/11/2023 00:14:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2023 00:14:27	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2023 00:13:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2023 00:01:46	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 16:04:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 14:04:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 14:03:54	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 14:02:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 14:01:46	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 01:32:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 01:32:39	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 01:31:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 01:31:3	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2023 01:57:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2023 23:25:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2023 16:11:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2023 13:39:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 01:33:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 01:28:12	critical	Received 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;

[jbrennand]

Stats all good - a few Up T errors - buy may be historic accumulation - keep checkin to see if they increase.

Lets the BQM - "share live link" as soon as - as that will reveal any network dropouts on ethernet devices rather than just wifi interference.

[Hassan69]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/aab34bb969a63a923501df46499694439448de78-14-11-2023">My Broadband Ping</a>

[Adduxi]

BQM shows no signs of the circuit dropping.  Not much wrong that I can see.  Hopefully VM can diagnose better from their side.  If it's the ethernet dropping, it could be a faulty Hub but you have had this replaced. It could also be something in the property causing this?  Are you using any switches, powerline adapters etc. etc. ?  Is the Hub sited near anything electrical, e.g. fridge, TV, microwave ?

[Hassan69]

Hi, all the stuff you mentioned is a no and so i'm guessing it could be a faulty Hub but then again i live in the next road and never experienced this issue.

[Hassan69]

Hi i chatted to VM over Whatsapp about the Hub no help at all they gave me a number Gadget Rescue Team instead.