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Unable to login to hub 4 admin and broadband keeps dropping

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Annamarieheath
Joining in

on ‎04-11-2021 21:44

Hi. My broadband which vice only had for a month keeps dropping out. I have rebooted my hub. I have a hub4 not a hub3. I have done a factory reset -i still cannot even logon to the 192.168.0.1 with the factory password. I can see the router status logs which show it keeps dropping off. Even in the middle of the night when my google home which is set as a clock and I wake up to it saying no internet connection. It's so intermittent and seems to be getting worse. I don't understand why I cannot even log on to the admin page of the hub. I'm using the correct password. Once my tv box stopped working too. So wonder if there a faulty wire somewhere in the outside of my house?? Any advice? 

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Tudor
Very Insightful Person
Very Insightful Person
In response to Annamarieheath

on ‎05-11-2021 14:46

You do not have to logon to the hub to get full set of stats, only if you want to make changes and you do not.

How to get stats from a VM hub

  1. Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
  2. Click on the “> Check router status” button
  3. Click on the “Downstream” tab, copy the text and paste into your reply
  4. Click on the “Upstream” tab, copy the text and paste into your reply
  5. Click on the “Networking” tab, copy the text and paste into your reply.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

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newapollo
Very Insightful Person
Very Insightful Person

on ‎04-11-2021 23:00

@Annamarieheath wrote:

I have done a factory reset -i still cannot even logon to the 192.168.0.1 with the factory password. I can see the router status logs which show it keeps dropping off.

I don't understand why I cannot even log on to the admin page of the hub. I'm using the correct password. 

You say you can't log into admin page of the hub4, yet you can see the router status logs?

If you are using a 3rd party router as well as the hub then you need to log into 192.168.100.1 and NOT 192.168.0.1

Also make sure you are using the Settings password and not the wifi password, both of which are printed on the base of the hub.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Annamarieheath
Joining in
In response to newapollo

on ‎05-11-2021 06:18

Thanks Dave,  I see where you're coming from, however, I'm not using anything other than the hub 4 that is directly connected the the Virgin Media inlet toly house. Definitely using the admin password and not wifi password.i can see the status  logs because the login screen asked for username and password  (tells me in getting it wrong) -but right at the bottom of the logon screen says view status (you don't have to logon)  am totally baffled. 

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Tudor
Very Insightful Person
Very Insightful Person
In response to Annamarieheath

on ‎05-11-2021 14:46

You do not have to logon to the hub to get full set of stats, only if you want to make changes and you do not.

How to get stats from a VM hub

  1. Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
  2. Click on the “> Check router status” button
  3. Click on the “Downstream” tab, copy the text and paste into your reply
  4. Click on the “Upstream” tab, copy the text and paste into your reply
  5. Click on the “Networking” tab, copy the text and paste into your reply.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

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Annamarieheath
Joining in
In response to Tudor

on ‎05-11-2021 19:06

Thank you, hope this makes some sense to you?

networking

Time Priority Description

Tue Oct 12 00:34:47 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:34:50 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:34:56 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; 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;
Tue Oct 12 00:35:35 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:35:40 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:35:43 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:38:33 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:39:11 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:39:40 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:43:54 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 12 00:44:47 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 13 02:13:47 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 13 19:11:11 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 13 22:40:05 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 12:55:54 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 12:56:20 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 11:56:08 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 04:37:28 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 07:22:42 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 17 12:51:39 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 17 15:00:53 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 18 09:48:27 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 18 11:23:55 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 20 22:31:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 21 05:57:02 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 22 15:16:12 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 24 10:31:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 25 02:24:34 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 26 12:49:23 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 26 18:13:15 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 27 22:31:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 28 03:09:38 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 28 23:15:43 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 28 23:34:57 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 29 04:45:50 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 31 01:48:19 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 31 09:31:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 31 09:43:09 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 2 21:26:12 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 2 21:26:38 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 3 18:13:48 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 3 18:13:54 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 3 18:18:24 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 3 18:18:50 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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Annamarieheath
Joining in
In response to Tudor

on ‎05-11-2021 19:07

upstream

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000046.7500005120 KSym/sec64QAM1
23260000046.7500005120 KSym/sec64QAM3
32580000046.5000005120 KSym/sec64QAM4
43940000046.7500005120 KSym/sec64QAM2


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0010
4US_TYPE_STDMA0
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Annamarieheath
Joining in
In response to Annamarieheath

on ‎05-11-2021 19:09

3.0 Downstream channels

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

202910000003.90000240.366287QAM25620
11390000006.80000340.366287QAM2561
21470000006.00000040.366287QAM2562
31550000005.40000240.366287QAM2563
41630000005.30000340.366287QAM2564
51710000005.19999740.366287QAM2565
61790000005.00000040.366287QAM2566
71870000005.00000040.946209QAM2567
81950000004.80000340.946209QAM2568
92030000004.50000040.946209QAM2569
102110000004.30000340.366287QAM25610
112190000004.19999740.946209QAM25611
122270000004.00000040.366287QAM25612
132350000003.59999840.366287QAM25613
142430000003.20000140.366287QAM25614
152510000003.09999840.366287QAM25615
162590000003.40000240.946209QAM25616
172670000003.79999940.366287QAM25617
182750000004.40000240.946209QAM25618
192830000004.19999740.366287QAM25619
212990000003.29999940.366287QAM25621
223070000003.20000140.366287QAM25622
233150000003.29999940.946209QAM25623
243230000003.70000140.366287QAM25624
253310000003.59999840.366287QAM25625
263710000003.29999940.366287QAM25626
273790000003.20000140.946209QAM25627
283870000003.20000140.366287QAM25628
293950000003.00000040.366287QAM25629
304030000002.70000140.366287QAM25630
314110000002.20000140.366287QAM25631
324190000001.90000240.366287QAM25632



3.0 Downstream channels

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

20Locked40.36628700
1Locked40.36628700
2Locked40.36628700
3Locked40.36628700
4Locked40.36628700
5Locked40.36628700
6Locked40.36628700
7Locked40.94620900
8Locked40.94620900
9Locked40.94620900
10Locked40.36628700
11Locked40.94620900
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked40.94620900
17Locked40.36628700
18Locked40.94620900
19Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked40.36628700
25Locked40.36628700
26Locked40.36628700
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
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Zoie_P
Forum Team (Retired)
Forum Team (Retired)
In response to Annamarieheath

on ‎08-11-2021 09:33

Hi Annamarieheath, Thank you for your post 🙂 
I am sorry to hear you are having issues, I have checked your power levels and all looks fine. Are you able to set up a BQM graph to monitor your dropouts? You can do so here

 

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Annamarieheath
Joining in
In response to Zoie_P

on ‎08-11-2021 18:08

thanks for your reply Zoie. I will look at how to set up a BQM graph. In the meantime, can you offer any assistance with the fact I cannot log in to my hub, despite doing a pin reset and using the factory password (which I’ve never changed?)

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risc19
Well-informed
In response to Annamarieheath

on ‎08-11-2021 18:34

Hi,

The default password is case sensitive.

Meaning if the letters printed on the bottom of the hub are capital or lowercase you must type them capital or lowercase.

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