Hub 5 cuts out every couple of minutes

[aratherpurplele]

Hi! We recently had a hub 5 installed (upgrade from a hub 3) and since then our connection has been cutting out every couple of minutes, it does this over both wifi and ethernet, you can connect to the router fine and reboot it etc. during this time however you can't open any pages etc. (sadly rebooting it and factory resetting it hasn't resolved the issue)

I had a look around to see if I was getting any errors on the hub and I seem to be getting an insane amount of post rs errors, in addition the network log is filled with MDD message timeout and CM-STATUS message sent messages

Any help with this would be greatly appreciated! I tried calling them up but haven't managed to get through to anyone when I've tried.

[aratherpurplele]

Here's the downstream and upstream logs if they help, the router was factory reset last week

Downstream bonded channels

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

1	331000000	-4	39	QAM 256	25
2	139000000	-1.1	40	QAM 256	1
3	147000000	-1	39	QAM 256	2
4	155000000	-1.1	39	QAM 256	3
5	163000000	-1.5	38	QAM 256	4
6	171000000	-2.2	40	QAM 256	5
7	179000000	-2.3	41	QAM 256	6
8	187000000	-2.3	41	QAM 256	7
9	195000000	-2	41	QAM 256	8
10	203000000	-2.1	41	QAM 256	9
11	211000000	-2.2	41	QAM 256	10
12	219000000	-2.3	37	QAM 256	11
13	227000000	-2.4	39	QAM 256	12
14	235000000	-2.6	41	QAM 256	13
15	243000000	-2.7	41	QAM 256	14
16	251000000	-2.9	41	QAM 256	15
17	259000000	-3	41	QAM 256	16
18	267000000	-2.9	40	QAM 256	17
19	275000000	-3.2	40	QAM 256	18
20	283000000	-3.3	40	QAM 256	19
21	291000000	-2.8	40	QAM 256	20
22	299000000	-3.1	40	QAM 256	21
23	307000000	-3.1	40	QAM 256	22
24	315000000	-3	39	QAM 256	23
25	323000000	-3.3	39	QAM 256	24
26	339000000	-4.2	39	QAM 256	26
27	347000000	-4.1	39	QAM 256	27
28	355000000	-3.7	40	QAM 256	28
29	363000000	-4	40	QAM 256	29
30	371000000	-3.9	40	QAM 256	30
31	379000000	-3.4	40	QAM 256	31

Downstream bonded channels

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

1	Locked	39	25	44
2	Locked	40	53	898
3	Locked	39	38	1453016
4	Locked	39	86	713
5	Locked	38	47	608
6	Locked	40	54	273
7	Locked	41	40	208
8	Locked	41	33	393
9	Locked	41	41	137
10	Locked	41	34	121
11	Locked	41	40	124
12	Locked	37	34	152
13	Locked	39	30	219
14	Locked	41	42	736
15	Locked	41	31	275
16	Locked	41	42	76
17	Locked	41	35	174
18	Locked	40	27	102
19	Locked	40	21	177
20	Locked	40	35	85
21	Locked	40	40	16
22	Locked	40	31	48
23	Locked	40	39	25
24	Locked	39	41	19
25	Locked	39	32	34
26	Locked	39	1	48
27	Locked	39	26	9
28	Locked	40	26	32
29	Locked	40	28	125
30	Locked	40	31	109
31	Locked	40	31	38

Upstream bonded channels

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

1	60300000	47.5	5120	QAM 64	1
2	53700000	47	5120	QAM 64	2
3	46200000	46.5	5120	QAM 64	3
4	39400000	45.5	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[jem101]

Can I take it that the previous Hub 3 worked OK? The stats you posted don’t look too bad other than one downstream channel, but to be honest, I can’t really trust what the hub reports considering all of the other reported issues with it.

By the way, you were aware that the Hub 5 was offered to customers on a ‘trial’ basis, i.e. did have known issues and faults which you were acting as beta (if not alpha) testers for? No? Thought not?

OK you have done the obvious, complete factory reset etc. Call VM, select the ‘thinking of leaving us’ option and demand that they replace the hub with a Hub 3 on the grounds that it is a trial device, not working and not fit for purpose. Neither were you formed that it was a ‘trial’ hardware with known issues. Drop the term ‘informed consent’ into the conversation, usually sets the legal alarm bells ringing!

[aratherpurplele]

I wasn't aware, thank you for letting me know, I'll try calling them again today

[-tony-]

just to add -  only speak to someone in the UK - the reasons excuses why its not possible to swap back to the hub3 from offshore get dafter by the day

the last one i heard was that the cables had been upgraded for the hub5 and these new cables were not compatible with earlier hubs - full marks for originality or should that be for bulls droppings

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

theres a freephone number 0800 052 0422. You need option 4 to speak to retentions