Hub 4 not working correctly

[Moggy2]

Hi,

Hub 4 1Gig fibre. Had a week and still not working on wired connection. WiFi is not great around house and nowhere close to speed promised, not even 50% standing next to it using different devices. But it's the wired connection thats the main problem. Followed instructions on website. Wait 24hrs as service updated. No good. Called tech support. Went through the motions , have you down powered and reset etc. Then he said all good will be ok in 24hrs. 4 days still no good. Not very happy!! Suppose I will have to give up my valuable time again and get on the phone tomoz.... Sorry to moan but just thought I would mention that I'm another customer having hub 4 problems!!

P.s Hub was dirty with scratch on front when arrived (didn't look new). Mentioned to tech support. Dismissed...

[g0akc]

Is it actually fibre to the premises or is there coax cable to the house?

can you post the hub status information 

[Moggy2]

Hi sorry for late reply  I do appreciate your help!

I have just got home and checked, it's coaxial to the house as it goes through a tese 02n splitter outside.  With what looks like coaxial connectors.  I have looked at my hub 4 status but I don't know how to get the info you need  it just says connected to 2.4 and 5 Ghz and acknowledged the wireless and ethernet connections in green with status online .

[Tudor]

How to get stats from a VM 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
• 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.

[Ashleigh_C]

Hi there @Moggy2

Thank you so much for your post to our community forums and welcome back! 

I'm so sorry to hear that you have been facing this issue and we would be more than happy to look into this with you! 

Can I ask if you are able to follow the steps provided by @Tudor and post your Hub stats for us? 

Thank you.

[Moggy2]

Downstream

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID26339000000-6.239QAM256261139000000-1.640.4QAM25612147000000-1.940.9QAM25623155000000-2.340.4QAM25634163000000-2.640.9QAM25645171000000-2.740.4QAM25656179000000-3.240.4QAM25667187000000-3.440.9QAM25678195000000-3.540.4QAM25689203000000-3.640.9QAM256910211000000-3.840.4QAM2561011219000000-440.4QAM2561112227000000-3.840.4QAM2561213235000000-4.140.4QAM2561314243000000-4.340.4QAM2561415251000000-4.440.4QAM2561516259000000-4.140.4QAM2561617267000000-4.640.4QAM2561718275000000-5.439QAM2561819283000000-5.539QAM2561920291000000-540.9QAM2562021299000000-4.740.4QAM2562122307000000-5.140.4QAM2562223315000000-5.240.4QAM2562324323000000-5.439QAM2562425331000000-639QAM2562527347000000-6.139QAM2562728355000000-639QAM2562829363000000-639QAM2562930371000000-639QAM2563031379000000-5.839QAM25631

Upstream

Upstream

Configuration

Networklog

Refresh data

3.0 Upstream channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID13940000049.55120 KSym/sec64QAM424620000049.35120 KSym/sec64QAM335370000049.85120 KSym/sec64QAM246030000050.35120 KSym/sec64QAM1

3.0 Upstream channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1US_TYPE_STDMA00002US_TYPE_STDMA00003US_TYPE_STDMA00004US_TYPE_STDMA0000

Networking 

Networklog

Refresh data

Network Log

TimePriorityDescriptionThu 10/02/2022 16:44:456CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 16:59:025Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 16:59:066CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:02:425Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:02:456CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:03:565Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:04:146CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:08:144DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:08:146DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 17:17:296CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 18:06:554DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 18:06:556DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 18:30:345Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 18:30:386CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 18:30:505Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 18:31:036CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 21:55:365Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 10/02/2022 21:55:386CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 06:51:495Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 06:52:016CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 11:10:263No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 11:11:576CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 16:38:355Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 16:38:546CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:44:275Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:44:396CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:48:015MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:49:165Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:49:206CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:50:315Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:50:316CM-STATUS message sent. Event Type Code: 1; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:50:345Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:50:376CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:51:133SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:51:163No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 18:55:425MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 11/02/2022 22:23:526CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 12/02/2022 10:00:165MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 12/02/2022 23:37:536CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue 15/02/2022 02:03:294DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Hope this helps!

[Moggy2]

Hi , had a mail saying someone has replied. Unfortunately I can't see the latest reply so could the kind person please re-send it!

Thanks.

[Andrew-G]

Your downstream power levels are too low, and that (usually) need a technician visit to fix.  I'll flag this for the helpful forum staff to take a look and advise, better to wait on them than waste your time going round in circles with the poor quality telephone support.

[Ashleigh_C]

Hi there @Moggy2

Thank you so much for your update and for providing the logs. 

I have checked on our side and I can see that there are a few issues showing that would best require an engineer. 

I will send you a PM now so we can arrange this. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message received. 

Thank you. 

[Moggy2]

A big thank you to everyone who kindly responded to my problem. Hopefully with your help I will get it sorted very soon!