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Hub 3 keeps rebooting disconnecting internet - No help from support

My Hub 3 has been in use since August 2019 initially in default config as a router/AP and for last 3 months in modem mode with Ubiquiti router. Its never had a problem. Over last 3 days the Hub has been rebooting itself/disconnecting house from internet. I've contacted support and its been a terrible experience. They asked me to factory reset Hub (as they don't support 3rd part routers which is fair enough even though its not the router having the problem) - It still reboots in that config too. Called back again and they had me power cycle Hub then "looks ok to us" call us if it happens again.

Luckily we have an engineer coming out today for a separate VOD issue we've been having so I am hoping they will take a look.

Anything look wrong with SNR etc? I will post those in next post...

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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Downstream bonded channels

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

1402750000-2.437256 qam25
2186750000-2.736256 qam7
3194750000-336256 qam8
4202750000-3.236256 qam9
5210750000-3.736256 qam10
6218750000-3.736256 qam11
7226750000-3.736256 qam12
8234750000-3.736256 qam13
9242750000-436256 qam14
10250750000-3.736256 qam15
11258750000-336256 qam16
12266750000-2.737256 qam17
13274750000-2.537256 qam18
14282750000-2.537256 qam19
15290750000-2.536256 qam20
16298750000-236256 qam21
17306750000-1.937256 qam22
18314750000-1.737256 qam23
19322750000-1.737256 qam24
20410750000-236256 qam26
21418750000-2.237256 qam27
22426750000-2.236256 qam28
23434750000-2.236256 qam29
24442750000-2.236256 qam30



Downstream bonded channels

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

1Locked37.3860
2Locked36.6180168
3Locked36.6141125
4Locked36.612085
5Locked36.617399
6Locked36.6150101
7Locked36.311864
8Locked36.61355
9Locked36.61080
10Locked36.61020
11Locked36.6530
12Locked37.3550
13Locked37.3550
14Locked37.3230
15Locked36.6590
16Locked36.6710
17Locked37.3500
18Locked37.3200
19Locked37.3280
20Locked36.6870
21Locked37.6730
22Locked36.6880
23Locked36.6970
24Locked36.61090




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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Upstream bonded channels

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

1394000004.975512064 qam2
2462000005512064 qam1
3258000194.9512064 qam4
4326000004.925512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 



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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Network Log

Time Priority Description

23/12/2019 21:22:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 21:22:15Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
23/12/2019 21:22:18Warning!Lost MDD Timeout;CM-;CM-QOS=1.1;CM-VER=3.0;
24/12/2019 06:34:9criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 09:56:7ErrorDHCP RENEW sent - No response for IPv4;CM-;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 15:31:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-CM-QOS=1.1;CM-VER=3.0;
01/01/2020 07:49:27criticalNo Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;
01/01/2020 21:50:34ErrorDHCP RENEW sent - No response for IPv4;CM-CM-QOS=1.1;CM-VER=3.0;
02/01/2020 19:12:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-;CM-QOS=1.1;CM-VER=3.0;
03/01/2020 22:37:43criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
08/01/2020 12:25:56ErrorDHCP RENEW sent - No response for IPv4;CM-CM-QOS=1.1;CM-VER=3.0;
09/01/2020 03:46:55criticalNo Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;
09/01/2020 04:10:56ErrorDHCP RENEW sent - No response for IPv4;CM-;CM-QOS=1.1;CM-VER=3.0;
09/01/2020 14:08:9criticalNo Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;
11/01/2020 13:33:49Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
11/01/2020 13:48:40Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
11/01/2020 14:40:22Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
12/01/2020 01:33:11criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;

 

able Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
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Message 5 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Upstream power looks high on one channel, error levels look too high given that you've just restarted the hub (that clears the error logs on a Hub 3), and the network log confirms the interruptions to connection.  Downstream power is OK, but could be better. 

If you've got problems with TV (rather than the TV box itself) and there's a technician visiting, it is distinctly possible the problems are linked, and by solving one they'll fix both.  If it is a TV box problem that is booked, then you may find that because the technicians are monitored on time to fix faults, and are often booked back to back, that they won't be willing to investigate a line quality problem, but always worth discussing with them, most are keen to help.

If the technician doesn't fix the disconnection problem, then don't waste time with the crap offshore call centre - they regard a fix as getting your connection working momentarily, and they'll chalk that up as a successfully resolved call, but don't appear to have any understanding of the technology.  Also, they work to really poor quality scripts - mention wifi or modem mode and they'll try and blame the customers equipment, as you've found.  Incidentally, the reason that the restart works briefly is that your hub needs to retain synchronised communication across all 24 down and 4 up channels with the street cabinet, and probably due to upstream noise it is losing synchronisation on some or all channels.  It tries to re-synch and that eventually works, but the loss of synch is what causes slow speeds and disconnections.  When a hub is restarted, it starts from scratch, finds one working channel, and then negotiates the other channels with the street cabinet, so a reboot is often a successful but short term fix.  But because it doesn't fix the underlying cause of loss of synch, it is only a matter of time before the connection flakes out again.  

See how you get on, and hopefully you'll get a fix today, but if things aren't any better, confirm in a reply here, and wait for the VM forum staff to pick it up, they're helpful and have better understanding than the offshore clowns.

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Message 6 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Thank you will do. My wife just received a text saying an issue in the area had been fixed so I will reboot the Hub later today as well and re-post new SNR figures once its been running a bit and after the tech visit...

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Message 7 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Hey pdampier

 

Thanks for joining our community and I want to wish you a big welcome, sorry its not in better circumstances.

 

Having looked into your hub and connection information above, I would like to look into your account further but would need to take some details to pass account security, I will do this via a private message that I will send over in a few minutes. Please respond to this message and I will be able to help.

 

Regards

Steven_L

 

 

 

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Message 8 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Tried to find a way to reply to your PM but could not so I sent you a new PM with the info.

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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Engineer visited a and removed a line filter - new readings are per below do they look ok?

 

Hi Steven - Thanks for the help earlier. Engineer just left and removed a filter from line. New readings are below. Do they look ok now?

 

Downstream bonded channels

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

14027500000.436256 qam25
2186750000036256 qam7
3194750000-0.236256 qam8
4202750000-0.736256 qam9
5210750000-0.936256 qam10
6218750000-0.936256 qam11
7226750000-136256 qam12
8234750000-136256 qam13
9242750000-1.236256 qam14
10250750000-0.936256 qam15
11258750000-0.236256 qam16
12266750000037256 qam17
13274750000037256 qam18
142827500000.237256 qam19
152907500000.236256 qam20
162987500000.936256 qam21
173067500000.737256 qam22
18314750000137256 qam23
19322750000137256 qam24
204107500000.736256 qam26
214187500000.536256 qam27
224267500000.536256 qam28
234347500000.536256 qam29
244427500000.536256 qam30



Downstream bonded channels

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

1Locked36.61731111828
2Locked36.6937314052
3Locked36.6805114413
4Locked36.3707033706
5Locked36.62606020607
6Locked36.32103019707
7Locked36.31193219593
8Locked36.61128719396
9Locked36.6963019064
10Locked36.61140724343
11Locked36.6984324606
12Locked37.3812925975
13Locked37.3837620239
14Locked37.3749919133
15Locked36.6838510592
16Locked36.6862025457
17Locked37.3706417349
18Locked37.31526310236
19Locked37.31690816296
20Locked36.6152649013
21Locked36.61087710971
22Locked36.6122899932
23Locked36.6141077726
24Locked36.611384

11581




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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Upstream bonded channels

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

1394000005.1512064 qam2
2462000005.1512064 qam1
3258000195.1512064 qam4
4326000005.1512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000




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