New router

[Siual19]

Hi,

How I can request to replacement hub 3?

My hub restarting every day about 2 mouths.

I have this hub already couple years and never was before this problems.

Many thanks,

Siual

[jbrennand · Accepted solution]

Can we see the Hub data - can you do this....
___________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Siual19]

Hi jbrennand, thanks for your reply.

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

1	139000000	4.3	37	256 qam	1
2	147000000	5	37	256 qam	2
3	155000000	4.6	37	256 qam	3
4	163000000	4.9	37	256 qam	4
5	171000000	5	38	256 qam	5
6	179000000	5	37	256 qam	6
7	187000000	5.3	37	256 qam	7
8	195000000	5.4	37	256 qam	8
9	203000000	5.3	38	256 qam	9
10	211000000	5.3	37	256 qam	10
11	219000000	5.8	38	256 qam	11
12	227000000	5.5	37	256 qam	12
13	235000000	5.4	38	256 qam	13
14	243000000	5.5	38	256 qam	14
15	251000000	4.8	38	256 qam	15
16	259000000	5	37	256 qam	16
17	267000000	5	38	256 qam	17
18	275000000	4.5	38	256 qam	18
19	283000000	5.4	38	256 qam	19
20	291000000	5.1	38	256 qam	20
21	299000000	5	38	256 qam	21
22	307000000	5.6	38	256 qam	22
23	315000000	5.6	38	256 qam	23
24	323000000	5.6	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	212376	43277
2	Locked	37.6	235756	166331
3	Locked	37.6	250193	110799
4	Locked	37.6	169736	21483
5	Locked	38.6	170013	20548
6	Locked	37.6	181961	22841
7	Locked	37.6	161985	17843
8	Locked	37.6	146996	14669
9	Locked	38.6	156999	15335
10	Locked	37.6	179163	16984
11	Locked	38.6	124102	12203
12	Locked	37.6	149513	13047
13	Locked	38.6	170631	14815
14	Locked	38.6	115555	10946
15	Locked	38.6	157557	13901
16	Locked	37.6	163649	14158
17	Locked	38.9	111543	10823
18	Locked	38.6	148748	12059
19	Locked	38.9	119880	9660
20	Locked	38.6	110247	9905
21	Locked	38.6	160162	12609
22	Locked	38.6	89311	7934
23	Locked	38.9	102596	9003
24	Locked	37.6	158297	12143

Upstream bonded channels

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

1	23599718	42.5	5120	16 qam	5
2	49599772	45.5	5120	32 qam	1
3	36600296	43.8	5120	32 qam	3
4	43099869	45	5120	32 qam	2
5	30100495	43	5120	32 qam	4

ThinkBoadband 

[Siual19]

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	63	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[Siual19]

Network Log

Time Priority Description

08/08/2022 18:15:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 18:15:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 18:07:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 18:07:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 18:03:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 18:03:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 18:00:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 17:27:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 17:25:23	critical	Received 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;
08/08/2022 17:24:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 17:24:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Siual19]

08/08/2022 17:24:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 17:24:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 17:18:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 18:22:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 15:46:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 15:05:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 15:05:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 15:05:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 15:05:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Steven_L]

Hey @Siual19,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection and hub at the moment. I have looked into this and can see that there is an issue with the SNR levels of your connection that will need a technician visit to resolve.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Regards,
Steven_L

[Steven_L]

Thanks for confirming your details via private message @Siual19.
I have arranged for the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you’ll see your appointments on your account dashboard. However, this can take up to 24 hours to be updated. 
Regards,
Steven_L

[Siual19]

Thanks for your help.

I have a question, I will try to calmly ask it.

Why i cannot choice the date and time for appointment? 

If i not at home i need pay 25 pound, so you guys want to pay me back for lost day at work?

[Akua_A]

Thank you for your message @Siual19.

You can amend your appointment in your my VM account under the tab "My orders and appointments". Alternatively, we can help rearrange the appointment here on our forums if needed.

Please let us know if you need any further help.

Thanks,