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bryanpw
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Replacement Hub

Hi. I have had intermittent outages for weeks now. The Engineer came out and supposedly fixed things. It lasted a few days and now back to intermittent outages. Service Status is good but I question that. A variety of lights come on the Hub 3. I have done all the usual re-sets and would now like to try a replacement Hub 3. Anyone know how to get one via online services? It is impossible to get hold of Virgin on the phone. Thanks! Bryan

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bryanpw
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Re: Replacement Hub

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 1 37 256 qam 1
2 146750000 0.7 38 256 qam 2
3 154750000 0.5 38 256 qam 3
4 162750000 0.5 38 256 qam 4
5 170750000 0.7 38 256 qam 5
6 178750000 0.4 38 256 qam 6
7 186750000 0 38 256 qam 7
8 194750000 -0.2 38 256 qam 8
9 202750000 -0.7 38 256 qam 9
10 210750000 -0.9 38 256 qam 10
11 218750000 -1 38 256 qam 11
12 226750000 -1.2 38 256 qam 12
13 234750000 -1.4 38 256 qam 13
14 242750000 -1.7 38 256 qam 14
15 250750000 -1.7 38 256 qam 15
16 258750000 -1.2 38 256 qam 16
17 266750000 -0.9 38 256 qam 17
18 274750000 -0.9 38 256 qam 18
19 282750000 -0.5 38 256 qam 19
20 290750000 -0.2 38 256 qam 20
21 298750000 0 38 256 qam 21
22 306750000 0 38 256 qam 22
23 314750000 0.4 38 256 qam 23
24 322750000 0 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.9 67170 90544
2 Locked 38.6 105437 7425
3 Locked 38.6 783 40
4 Locked 38.9 1251 41
5 Locked 38.9 759 57
6 Locked 38.6 773 35
7 Locked 38.6 859 45
8 Locked 38.6 1095 41
9 Locked 38.6 820 30
10 Locked 38.6 797 30
11 Locked 38.6 784 25
12 Locked 38.9 988 16
13 Locked 38.6 945 13
14 Locked 38.6 738 11
15 Locked 38.9 639 12
16 Locked 38.6 565 8
17 Locked 38.6 470 5
18 Locked 38.6 379 7
19 Locked 38.9 354 7
20 Locked 38.9 285 5
21 Locked 38.9 267 1
22 Locked 38.9 231 1
23 Locked 38.6 216 0
24 Locked 38.6 198 0
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bryanpw
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Re: Replacement Hub

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.85 5120 64 qam 2
2 32600000 4.85 5120 64 qam 3
3 25800000 4.875 5120 64 qam 4
4 46200000 4.875 5120 64 qam 1


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
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jbrennand
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Message 4 of 24
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Re: Replacement Hub

Downstream RS errors are a bit concerning on channels1/2. So it might be a problem that a new hub wont fix.

Can you switch the Hub off for 5' then on again then check back in the settings that the counts have all reset to 0. Then check every hour or so for the next day or two to see if they start reappearing - they shouldn't (particularly the postRS ones).

Also post up the Network logs as well.

Finally, in the meantime, if you haven’t already... set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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” (as per instructions on the TB website) when you have the first 24h period.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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bryanpw
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Message 5 of 24
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Re: Replacement Hub

Hi

Thank you for your response.

I managed to get through to VM and they are sending a replacement.

I am using the SH3 in modem mode with a Deco mesh system acting as router.

I will follow your advice and post again when I have the results.

I am wondering if it is just a congestion issue with VM.

Regards,

 

Bryan

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jbrennand
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Message 6 of 24
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Re: Replacement Hub

BQM will shed some light on it. Make sure the Deco router is set to "accept pings".

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Replacement Hub

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 2 38 256 qam 1
2 146750000 1.7 38 256 qam 2
3 154750000 1.7 38 256 qam 3
4 162750000 1.7 38 256 qam 4
5 170750000 1.7 38 256 qam 5
6 178750000 1.4 38 256 qam 6
7 186750000 1.2 38 256 qam 7
8 194750000 0.7 38 256 qam 8
9 202750000 0.4 38 256 qam 9
10 210750000 0.2 38 256 qam 10
11 218750000 0 38 256 qam 11
12 226750000 -0.4 38 256 qam 12
13 234750000 -0.9 38 256 qam 13
14 242750000 -1.5 38 256 qam 14
15 250750000 -0.9 38 256 qam 15
16 258750000 -0.2 38 256 qam 16
17 266750000 0.4 38 256 qam 17
18 274750000 0.4 38 256 qam 18
19 282750000 0.5 38 256 qam 19
20 290750000 0.7 38 256 qam 20
21 298750000 1 38 256 qam 21
22 306750000 1 38 256 qam 22
23 314750000 1.4 38 256 qam 23
24 322750000 1.2 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 12154 673
2 Locked 38.6 10 0
3 Locked 38.9 0 0
4 Locked 38.9 5 0
5 Locked 38.6 5 0
6 Locked 38.6 4 0
7 Locked 38.9 6 0
8 Locked 38.6 0 0
9 Locked 38.6 5 0
10 Locked 38.6 4 0
11 Locked 38.6 5 0
12 Locked 38.6 4 0
13 Locked 38.6 4 0
14 Locked 38.6 0 0
15 Locked 38.6 7 0
16 Locked 38.9 6 0
17 Locked 38.6 5 0
18 Locked 38.9 0 0
19 Locked 38.6 5 0
20 Locked 38.9 6 0
21 Locked 38.9 15 0
22 Locked 38.9 5 0
23 Locked 38.9 5 0
24 Locked 38.6 1 0

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.8 5120 64 qam 2
2 32600000 4.8 5120 64 qam 3
3 25800000 4.8 5120 64 qam 4
4 46199995 4.8 5120 64 qam 1


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


Refresh data
Network Log
Time Priority Description
18/09/2020 15:29:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:29:12 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:28:53 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;
18/09/2020 15:24:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:24:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:24:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:23:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:23:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:23:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:23:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:18:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:45:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:44:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:44:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:44:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:44:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:44:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:29:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:08:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 12:07:57 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 8 of 24
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Re: Replacement Hub

You have a connection problem as evidenced in the Logs and the RS error counts - usually this is noise getting into the system somewhere. BQM should confirm that.

You will need a tech visit to investigate. Call it in on 150 (VM Phone) or 0345 454 1111 or (any other phone). Calling at 08.00 midweek -- is the best time - although people are still reporting getting through fine at other times with no long waits. Explain what has been said on here and see if they agree 🙂

You can also text them on 07533 051809 include account name/number and what the issue is – replies may take a bit longer

Perhaps your best bet is when a VM person picks this up here and takes a look for you - but it can take a day or two..

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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bryanpw
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Re: Replacement Hub

Hi

Thank you once again.

I am not sure I will get the pong response as there is no option on deco to accept pings. I'll see what the thinkbroadband log says after 24 hours. 

Regards,

Bryan

 

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bryanpw
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Re: Replacement Hub

I think I'll hold fire until VM picks this up. I can't face trying to explain it over the phone!

 

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