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Hub 3

iamthenewph7
On our wavelength

Our Hub 3 keeps dropping connections intermittently to most of our devices (Windows 10 & various versions of Android). This happens on wireless and wired connections. I have set the hub to default, but this didn't help. The original settings on the hub have not changed for some years, but it has only just in the last couple of weeks that there has been a problem. Restarting the hub solves the problem for a short time, but the problem comes back. My only guess that there is a hardware fault with the Hub. Any other ideas?

Thanks.

28 REPLIES 28

Tudor
Very Insightful Person
Very Insightful Person

Check if there are any area problems and post a full set of stats.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

There are no area problems. 

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 -11 37 256 qam 21
2 139000000 -9 38 256 qam 1
3 147000000 -9 38 256 qam 2
4 155000000 -9.4 38 256 qam 3
5 163000000 -9.5 38 256 qam 4
6 171000000 -9.7 38 256 qam 5
7 179000000 -9.9 38 256 qam 6
8 187000000 -9.7 38 256 qam 7
9 195000000 -10 38 256 qam 8
10 203000000 -10.2 38 256 qam 9
11 211000000 -10.5 37 256 qam 10
12 219000000 -11 38 256 qam 11
13 227000000 -11.2 37 256 qam 12
14 235000000 -11.5 37 256 qam 13
15 243000000 -12 37 256 qam 14
16 251000000 -12.4 36 256 qam 15
17 259000000 -12.7 36 256 qam 16
18 267000000 -12 37 256 qam 17
19 275000000 -11.5 37 256 qam 18
20 283000000 -11.4 37 256 qam 19
21 291000000 -11.4 37 256 qam 20
22 307000000 -11 37 256 qam 22
23 315000000 -11 37 256 qam 23
24 323000000 -11.2 37 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 1397 18
2 Locked 38.6 581 0
3 Locked 38.6 953 0
4 Locked 38.6 1065 0
5 Locked 38.9 1122 3
6 Locked 38.6 1058 0
7 Locked 38.6 1042 0
8 Locked 38.6 989 0
9 Locked 38.9 948 0
10 Locked 38.6 1063 0
11 Locked 37.6 1159 0
12 Locked 38.6 1210 0
13 Locked 37.6 1312 0
14 Locked 37.3 1364 0
15 Locked 37.6 1376 0
16 Locked 36.6 1403 0
17 Locked 36.6 1398 3
18 Locked 37.3 1383 13
19 Locked 37.6 1395 13
20 Locked 37.3 1397 3
21 Locked 37.3 1402 3
22 Locked 37.3 1410 8
23 Locked 37.6 1427 0
24 Locked 37.6 1446 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 46.5 5120 64 qam 6
2 32600019 47 5120 64 qam 5
3 39400019 48 5120 64 qam 4
4 46199969 48.5 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


Refresh data
Network Log
Time Priority Description
21/05/2022 19:11:5 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:00:22 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 09:28:52 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 09:28:8 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 18:15:37 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 12:19:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/05/2022 08:02:45 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/05/2022 09:19:13 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 18:32:19 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 18:38:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 16:25:43 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 14:13:5 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 10:37:18 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 10:48:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 16:12:15 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:03:44 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:03:44 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:02:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:02:33 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:01:25 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

Tudor
Very Insightful Person
Very Insightful Person

Your downstream power levels are way too low. You will need a technician’s visit to rectify. Could you check you hub input coax to see if there is an attenuator in line. This is a small oblong box with markings on it like 6dB or 10dB. If there is one you could try removing it.

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

I don't think it is the connection to the Virgin servers. We have 4 PCs and several android devices. When the problem happens, only one or two devices lose connection to the internet and they are also unable to access the LAN. On an affected PC, I just disable the network adapter and then enable it again and it has access to the LAN again. On the Android devices, I just turn wifi off and then turned wifi on and the device seems ok until the next time when it stops communicating to the local network. On Windows I have used "ipconfig /flushdns" "ipconfig /registerdns" which makes no difference. To me it looks like an issue with the router severing links to attached computers, probably to do with the DHCP server. Looking at the Windows logs, I keep getting messages about not renewing DHCP lease on the network card. This corresponds with the network failures as mentioned above. I have set the Hub back to default settings and the problem persists.

Windows log: "The IP address lease 192.168.1.106 for the Network Card with network address 0x9CB654F41358 has been denied by the DHCP server 192.168.0.1 (The DHCP Server sent a DHCPNACK message)"

I have noticed that the hub intermittently gets very hot recently. From my memory, I had a similar problem with my previous Virgin Hub 3 a few years ago, and the only solution was to replace the hub. The replacement hub has been working for a long time with no problems until now.

 

withnail69
Dialled in

Me too. Exactly the same. Only in the last six months or so as well. But as I also get a 'problems in your area' status they won't replace or upgrade the faulty router

Downstream

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

13870000007.538256 qam32
2203000000638256 qam9
3211000000637256 qam10
42190000006.137256 qam11
5227000000637256 qam12
6235000000637256 qam13
72430000005.937256 qam14
82510000005.938256 qam15
9259000000637256 qam16
102670000006.337256 qam17
112750000006.437256 qam18
122830000006.537256 qam19
132910000006.437256 qam20
142990000006.537256 qam21
15307000000737256 qam22
163150000007.438256 qam23
17323000000738256 qam24
18331000000738256 qam25
193390000007.337256 qam26
203470000007.638256 qam27
213550000007.538256 qam28
223630000007.538256 qam29
233710000007.538256 qam30
243790000007.638256 qam31



Downstream bonded channels

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

1Locked38.600
2Locked38.640
3Locked37.660
4Locked37.650
5Locked37.350
6Locked37.650
7Locked37.650
8Locked38.600
9Locked37.600
10Locked37.360
11Locked37.640
12Locked37.650
13Locked37.660
14Locked37.360
15Locked37.640
16Locked38.940
17Locked38.660
18Locked38.600
19Locked37.600
20Locked38.650
21Locked38.650
22Locked38.640
23Locked38.650
24Locked38.660

 

Upstream

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

13939997439.8512064 qam4
24620000739.8512064 qam3
35369997439.8512064 qam2
46029999141.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Networking

23/05/2022 12:41:34criticalReceived 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;23/05/2022 12:39:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:32:59noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:32:22noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:19:44criticalReceived 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;23/05/2022 12:15:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 07:19:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 07:19:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/05/2022 10:30:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Tudor
Very Insightful Person
Very Insightful Person

@withnail69 

Please raise a separate post, it’s almost impossible to answer two posts together that may have totally different root causes.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Tudor
Very Insightful Person
Very Insightful Person

@iamthenewph7 

With power levels like that you need a technician’s visit.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

I check Speedtest.net regularly and I always get similar levels of performance which are very good (current readings -  PING ms13 DOWNLOAD Mbps103.31 UPLOAD Mbps 10.04 - we pay for 100Mbps). When the PC is working, there is never a problem with downloads etc. 

Definitely a problem with DHCP:

Event ID 1002 The IP address lease 192.168.1.106 for the Network Card with network address 0x9CB654F41358 has been denied by the DHCP server 192.168.0.1 (The DHCP Server sent a DHCPNACK message).

Event ID 1003 Your computer was not able to renew its address from the network (from the DHCP Server) for the Network Card with network address 0x9CB654F41358. The following error occurred: 0x79. Your computer will continue to try and obtain an address on its own from the network address (DHCP) server.

The same problem appears on all PCs. This is not specific to Windows, as the Android devices have the same problems. Only temporary solution is to disable and re-enable the network on the affected device and it will get an IP address from the DHCP server. Or I could just assign static IP addresses to all of my devices which I don't really want to do.