Hub3 - Your Home network has a few problems!?!

[YabbaDabbaDo]

Despite rebooting several times this error is always returned when conducting the diagnostics. Despite ethernet connection to router continually receive weak signal strength when on Teams/Skype or Zoom. Can't get through to VM CS so can someone please throw some light on what to do to resolve - even if that means buying other Router/MESH equipment.

Logs from Router below:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	6.6	38	256 qam	25
2	203000000	5.1	38	256 qam	9
3	211000000	5	38	256 qam	10
4	219000000	5	38	256 qam	11
5	227000000	4.9	38	256 qam	12
6	235000000	5	38	256 qam	13
7	243000000	5	38	256 qam	14
8	251000000	5	38	256 qam	15
9	259000000	5	38	256 qam	16
10	267000000	5.1	38	256 qam	17
11	275000000	5.3	38	256 qam	18
12	283000000	5.5	38	256 qam	19
13	291000000	5.8	38	256 qam	20
14	299000000	6.1	38	256 qam	21
15	307000000	6.1	38	256 qam	22
16	315000000	6.5	38	256 qam	23
17	323000000	6.3	38	256 qam	24
18	371000000	6.8	40	256 qam	26
19	379000000	6.9	38	256 qam	27
20	387000000	6.4	40	256 qam	28
21	395000000	6.5	40	256 qam	29
22	403000000	6.5	40	256 qam	30
23	411000000	6.8	38	256 qam	31
24	419000000	6.8	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	249	0
2	Locked	38.9	147	0
3	Locked	38.6	142	0
4	Locked	38.9	139	0
5	Locked	38.6	170	0
6	Locked	38.6	159	0
7	Locked	38.6	191	0
8	Locked	38.6	219	0
9	Locked	38.6	186	0
10	Locked	38.9	207	0
11	Locked	38.6	190	0
12	Locked	38.9	232	0
13	Locked	38.6	245	0
14	Locked	38.6	279	0
15	Locked	38.6	297	0
16	Locked	38.6	287	0
17	Locked	38.9	346	0
18	Locked	40.3	288	0
19	Locked	38.9	384	0
20	Locked	40.3	390	0
21	Locked	40.3	489	13
22	Locked	40.3	476	0
23	Locked	38.9	495	0
24	Locked	38.6	552	0

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

1	46200000	42	5120	64 qam	1
2	25800000	39.5	5120	64 qam	4
3	32600000	40	5120	64 qam	3
4	39400000	40.5	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	19	0
2	ATDMA	0	0	31	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	2	0

[YabbaDabbaDo]

Hi Chris_W1 (VM Forum team,

Given current performance issues no better than before - see below

I assume the expected fix (F008756539) on the 11-Feb has not been completed as expected. Could you kindly give an update as to when this will be resolved please?

Many thanks

[YabbaDabbaDo]

And same usual response when running router/Hub3 diagnostics at 10:50 this morning (13-Feb) !?!?

[YabbaDabbaDo]

VM Forum - please can you advise when fault reference F008756539 is now estimated to be fixed as quite clearly it was not as predicted on the 11-Feb.

Is there a way to check myself by entering this fault reference somewhere else?

[Steven_L]

Hi @YabbaDabbaDo,

I'm sorry but I have bad news the SNR issue has been fixed but the original ticket F008756539  is still active and the estimated resolution date is back to 2nd August.

Regards,

Steven_L

[lotharmat]

Ouch.

[YabbaDabbaDo]

I'm sorry but I have bad news the SNR issue has been fixed but the original ticket F008756539  is still active and the estimated resolution date is back to 2nd August.

Well that is great news!?!? SNR has solved little/nothing and the congestion issue in existence within the Ipswich area for ages now is not forecast to be fixed until August. I guess what that translates as "put up with patchy service until the congestion issue is addressed by F008756539 but that date will keep going back and back. But we'll still charge you the same regardless"

I have no idea how complicated it maybe to fix a congestion issue but I can tell you how annoying it is to be on the other end of such!! 

lotharmat - lucky you 🙂

[David_Bn]

We can appreciate the frustration this ma cause you YabbaDabbaDo.

We will do all we can to have this resolved for you as soon as possible

Kindest regards,

David_Bn

[YabbaDabbaDo]

Heard it all before. VM really!?!

[Andrew-G]

@YabbaDabbaDo Given the circumstances, would you want to leave VM and move to another ISP?

[YabbaDabbaDo]

Andrew_G

I have been with VM for years, which might be the problem, and have never had any issues until lockdown, but with nothing changing my end, other than working remotely with a wired connection, it has taken an absolute nose dive as the BQM pictures portray!

I wouldn't mind if there was:

a) any certainty that the delay date were ever to materialise (albeit some 3 months away)

b) any confidence that when/if it does get stated as completed this would be noticeable from my end

c) the option to buy additional equipment (not sure what?) and switching the Hub3 into modem mode may resolve the issue without a) or b); or

d) change ISP provider as you suggest - any recommendation?