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spellinn
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Hub 3 red light and constant WAN disconnects

I use my Hub 3 in router mode, and the red light is constantly on these days, and the WAN uplink is constantly disconnecting (I use an Asus RT-AX88U as my main wifi router)

I've tried a factory reset but the problem still comes back straight after a reboot.

Do I need a new hub?

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legacy1
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Re: Hub 3 red light and constant WAN disconnects

Use the hub in modem mode.

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Andrew-G
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Re: Hub 3 red light and constant WAN disconnects

Can I check that you mean it when you say you're using the hub in router mode?  With a decent piece of kit like the RT-AX88U I'd expect the hub to be in modem mode, and then the light is officially "magenta", which looks red to my eyes.

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spellinn
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Re: Hub 3 red light and constant WAN disconnects

I meant "modem mode" - sorry, the frustrations of several hours of troubleshooting getting to me
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Andrew-G
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Re: Hub 3 red light and constant WAN disconnects

Have you taken a look at the hub's status data for problems, and/or set up a BQM?  Possibly it's a problem with the connection between the hub and VM's network.

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Hayley_S
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Re: Hub 3 red light and constant WAN disconnects

Hello @spellinn,

 

Welcome back to the community page, thank you for posting on here.

 

I am sorry to see you are having issues with your Hub at the moment.

 

Please can you set up a BMQ graph for me? Then post it in here so I can see it, also I will need you to take your Hub out of modem mode to do further diagnostics.

 

Please let me know when you have done this.

 

Look forward to your response.

Hayley
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legacy1
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Re: Hub 3 red light and constant WAN disconnects


@Hayley_S wrote:

...also I will need you to take your Hub out of modem mode to do further diagnostics.

 


Will likely show no problems....🤐 

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spellinn
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Re: Hub 3 red light and constant WAN disconnects

Two more drop-outs over the last two days. Logs from the modem:

 

12/05/2021 13:03:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:02:44criticalReceived 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;
12/05/2021 13:00:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:00:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:00:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:00:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:00:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:00:29criticalReceived 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;
12/05/2021 12:59:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 12:59:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 12:59:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 12:59:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 11:26:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 11:03:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 11:03:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 11:03:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 11:03:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 10:59:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg5

 

And the Broadband monitor chart:

Yesterday

 

Today

 

Regards

 

Neil

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Serena_C
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Message 9 of 17
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Re: Hub 3 red light and constant WAN disconnects

Hi @spellinn

 

Thanks very much for posting the details about your connection.

 

I've taken a further look and can see that your broadband is currently being impacted by a Utilisation Outage. The issue has been identified and our engineers are working on getting this resolved. The estimated fix time is currently 15.00pm on 30th July 2021.

 

Can you please confirm for me if you are now in full router mode?

 

Thanks,

 

Serena

 

 

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spellinn
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Message 10 of 17
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Re: Hub 3 red light and constant WAN disconnects

No, I've not turned my modem into router mode as I'll lose Wifi connectivity to half of my house (I have a mesh network) so its not a solution I can work with long term. I could turn it on temporarily if you need to run troublehsooting.

If the problem is going to be ongoing until end of July, how do I claim bill credit for four months of unreliable service?

Regards

 

Neil

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