New hub 4

[Rachel2ra]

I've had the new hub since June and it keeps disconnecting devices and then reconnecting again it does it several times a day 

It does it even if it's connected with a Ethernet cable or just on wifi I've tried restarting the hub but nothing seems to work? Does anyone have any ideas what may be wrong with it 

[Tudor]

Possibly a circuit problem. Please provide some stats:

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.

[Rachel2ra]

Thank you! This is the network tab

TimePriorityDescriptionThu Aug
186CM-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;Thu Aug
183No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
186DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
184DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Aug
153No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Aug
146DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Aug
144DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Aug
123No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
116DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
114DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Aug
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Aug
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Aug
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Aug
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
4DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Aug
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jul
316DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jul
314DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jul
313No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jul
285MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Jul
273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Jul
276DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Jul
274DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Jul
253No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jul
246DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jul
244DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jul
216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jul
214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jul
214DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Jul
183No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Jul
153No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Jul
126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Jul
124DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jul
103No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Jul
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Jul
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Jul
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Jun
296DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Jun
294DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Jun
283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jun
265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Jun
266

[Rachel2ra]

This is the upstream tab

3.0 Upstream channels

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

1	39400000	46.020599	5120 KSym/sec	64QAM	4
2	46200000	46.270599	5120 KSym/sec	64QAM	3
3	53700000	47.270599	5120 KSym/sec	64QAM	2
4	60300000	47.270599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0

[Rachel2ra]

This is the download tab. Sorry for all the different replies I couldn't do it in one message 

Refresh data

3.0 Downstream channels

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

26	338750000	-4.500000	40.946209	QAM256	26
1	138750000	-0.900002	40.366287	QAM256	1
2	146750000	-1.099998	40.946209	QAM256	2
3	154750000	-1.400002	40.366287	QAM256	3
4	162750000	-1.500000	40.366287	QAM256	4
5	170750000	-1.900002	40.366287	QAM256	5
6	178750000	-2.299999	40.366287	QAM256	6
7	186750000	-2.599998	40.946209	QAM256	7
8	194750000	-2.700001	40.946209	QAM256	8
9	202750000	-3.000000	40.366287	QAM256	9
10	210750000	-3.400002	40.366287	QAM256	10
11	218750000	-3.700001	40.366287	QAM256	11
12	226750000	-3.799999	40.366287	QAM256	12
13	234750000	-4.200001	40.366287	QAM256	13
14	242750000	-4.500000	40.366287	QAM256	14
15	250750000	-5.000000	38.983261	QAM256	15
16	258750000	-4.700001	40.366287	QAM256	16
17	266750000	-4.400002	40.366287	QAM256	17
18	274750000	-4.000000	40.366287	QAM256	18
19	282750000	-3.900002	40.366287	QAM256	19
20	290750000	-3.900002	40.366287	QAM256	20
21	298750000	-4.000000	40.366287	QAM256	21
22	306750000	-4.500000	40.366287	QAM256	22
23	314750000	-4.700001	40.366287	QAM256	23
24	322750000	-4.700001	40.366287	QAM256	24
25	330750000	-4.700001	40.366287	QAM256	25
27	346750000	-4.500000	40.366287	QAM256	27
28	354750000	-4.500000	40.366287	QAM256	28
29	362750000	-4.599998	40.366287	QAM256	29
30	370750000	-5.400002	38.983261	QAM256	30
31	378750000	-5.599998	38.983261	QAM256	31

3.0 Downstream channels

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

26	Locked	40.946209	0	0
1	Locked	40.366287	0	0
2	Locked	40.946209	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.946209	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1800

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

-5.0

550242499

336

[RR-IT-GUY · Accepted solution]

Hi

Just wanted to ask if you could confirm if you have any 3.1 upstream channels like on my HUB 4?

If your HUB 4 is missing these could you insert a pin into the reset port and hold it for 1 min, don't reboot and it should reboot then repost the stats.

Would you also be able to create a BMQ here Thinkbroadband  and share the live version.

It does look to me like your power levels are a little low, do you have a Virgin splitter, TV or other device connected to the virgin coaxial cable and are all the conections tight?

Kind regards,

RR-THE-IT-GUY

[Rachel2ra]

I don't have upstream 3.1 Channels. I've inserted a pin and checked again and still no 3.1 upstream channels. 

im not sure what you mean.. the wire coming into the house has a metal thing with then 2 wires coming off it one leads to the internet box and the other wire to the tv box if that helps? 

[Rachel2ra]

this is the up steam tab after i inserted pin for reboot 

 

 

 

3.0 Upstream channels

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

1	53700000	47.020599	5120 KSym/sec	64QAM	2
2	39400000	46.270599	5120 KSym/sec	64QAM	4
3	46200000	46.270599	5120 KSym/sec	64QAM	3
4	60300000	47.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0

[RR-IT-GUY]

Thanks for confirming that, it could be that yor HUB 4 hasn't recieved the update yet, would you mind confirming what speed tier you are on?

in terms of the wire, the coaxial cable should be tight

It sounds to me like an engineer will be required to increase the signal strigth in a cab

[Tudor]

Nobody has upstream 3.1 channels, and you only get 1 downstream which is shown in the stats.

Other than all the downstream channels being very low, but within spec, stats look fine.

Please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues