Red LED on HUB3

[louij2]

Hi,

Since the 1st of July the Internet has not been working. The SH3 has a Red LED on it, I have rebooted everything and checked the COAX but it is still Red.

It is in modem mode and I have plugged a cable into the laptop from the device to pull the stats:

Downstream bonded channels

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

1	331000000	2.4	40	256 qam	25
2	203000000	2.5	40	256 qam	9
3	211000000	2.4	40	256 qam	10
4	219000000	2.7	40	256 qam	11
5	227000000	2.4	40	256 qam	12
6	235000000	2	40	256 qam	13
7	243000000	2	40	256 qam	14
8	251000000	2	40	256 qam	15
9	259000000	1.7	40	256 qam	16
10	267000000	2	40	256 qam	17
11	275000000	2	40	256 qam	18
12	283000000	1.7	40	256 qam	19
13	291000000	1.7	40	256 qam	20
14	299000000	2.4	40	256 qam	21
15	307000000	2	40	256 qam	22
16	315000000	2	40	256 qam	23
17	323000000	2.5	40	256 qam	24
18	339000000	1.7	40	256 qam	26
19	347000000	2.2	40	256 qam	27
20	355000000	2	40	256 qam	28
21	363000000	1.5	40	256 qam	29
22	371000000	1.7	40	256 qam	30
23	379000000	2	40	256 qam	31
24	387000000	1.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	4	0
2	Locked	40.3	6	0
3	Locked	40.3	5	0
4	Locked	40.3	5	0
5	Locked	40.3	5	0
6	Locked	40.9	0	0
7	Locked	40.3	5	0
8	Locked	40.9	4	0
9	Locked	40.9	0	0
10	Locked	40.9	4	0
11	Locked	40.9	4	0
12	Locked	40.9	5	0
13	Locked	40.9	5	0
14	Locked	40.3	0	0
15	Locked	40.3	5	0
16	Locked	40.9	4	0
17	Locked	40.9	5	0
18	Locked	40.9	1	0
19	Locked	40.3	4	0
20	Locked	40.3	7	0
21	Locked	40.9	5	0
22	Locked	40.3	5	0
23	Locked	40.9	3	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	60300014	45	5120	64 qam	1
2	39399959	43	5120	64 qam	4
3	46199981	43.5	5120	64 qam	3
4	53700004	45	5120	64 qam	2

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

Network Log

Time Priority Description

01/07/2022 06:51:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 19:53:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[louij2]

Called support on Friday and was told they are aware of an issue in the area. Contacted repeatedly after as still not working and was told that there are no problems with the service from the "Postcode" check... I've checked the coax inside and out of the property. The support actually hung the phone up on us. I'm actually appalled by the service VM is providing. I'm an IT engineer and if I did that to my customers then I would get the sack...

[jbrennand]

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[louij2]

Already contacted by phone and the service is terrible. Read above please

[jbrennand]

The 0800 number is not really a contact number (offshore CS will literally tell you literally what they want) - it is an automated system to report faults at your location and let you know the estimated fix time/date - so what was it saying - the fault is fixed or not?

If its not fixed there is nothing to be done here - if it reports its fixed but its still rubbish we can look more into you connection.

Your Hub stats are spot on - no evidence of any issues there. Have you got a BQM running - if not do so as per below.

Meanwhile are you in modem or router mode and what other devices (if any) are connected to the Hub on ethernet cables?
__________________________________________-

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

[louij2 · Accepted solution]

I did a factory reset on the device and it works again...

[Beth_G]

Hi louij2,

Thanks for your post. I'm sorry to hear you were having some problems with your broadband service although I'm pleased to hear the factory reset seems to have resolved it. Just to confirm, is the Hub no longer displaying a red light?

Thanks

[louij2]

Hi

It has stopped working again but I haven’t had time to look into it yet. 

Will update if an engineer is required but I suspect that the SH3 has had it. Would a replacement sent be a SH4?

Thanks,

[Beth_G]

Sorry to hear that louij2, thanks for getting back to us.

Can you please confirm the hub is in a clear, open space and is well ventilated? 

There are no outages showing in your area currently, so it is possible that the hub is overheating.

If we do need to replace the hub, it would be replaced with another Hub 3.

Thanks

[louij2]

Hi,

I raised another forum post as am still having issues. We have to factory reset the SH3 every week to keep it working well. https://community.virginmedia.com/t5/Networking-and-WiFi/SH3-Unable-to-ping-out-until-factory-reset-...

I'm also glad that community fibre is coming to our road, as I can't trust your hardware anymore, if you send me a SH3 again I can't have a good conscience that it's reliable enough as the industry standard kit that non-mainstream ISP's give out is easily replaceable and troubleshootable. 

Thanks,
Luca