Virgin Hub 3 and BT Whole Home

[essenby]

October 2019 I bought a set of BT Whole Home discs, connected them to my Hub 3 and enjoyed solid WiFi all round my house.  It stayed that way for 2 years.   Last week, for no apparent reason the disc connected to the Hub 3 dropped, and spent through its start up cycle again.  This cycle continued at frequent, but irregular intervals of between 2 and 20 minutes.

I swapped that disc for one of the others and went through the set up again, same issue.  Same again with the third disc.  I’ve had the complete set replaced by BT, same issue again.  I also have one port of the hub connected to a Solwise home plug and the laptop at the other end of that doesn’t seem to see any drop outs, but then, they don’t have to re-initialise.

I know there was a compatibility issue with Whole Home Premium discs, has this now materialised in the standard Whole Home world.  Or could Virgin have managed to find a way of sabotaging 3rd party mesh systems to favour their own Intelligent WiFi Plus?

[essenby]

Many thanks for the reply Andrew.  My apologies for the delayed response - I've been away for a week.  Yes I replace the network cable - even tried a different port on the Hub but the problem remained.  Below logs as requested: -

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 331000000 Locked
Ranged Upstream Channel (Hz) 46200000 Locked
Provisioning State Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 6.9 40 256 qam 25
2 203000000 7.5 40 256 qam 9
3 211000000 7.3 40 256 qam 10
4 219000000 7.3 40 256 qam 11
5 227000000 7 40 256 qam 12
6 235000000 7 40 256 qam 13
7 243000000 6.6 40 256 qam 14
8 251000000 6.6 40 256 qam 15
9 259000000 6.9 40 256 qam 16
10 267000000 6.9 40 256 qam 17
11 275000000 6.8 40 256 qam 18
12 283000000 6.6 40 256 qam 19
13 291000000 6.6 40 256 qam 20
14 299000000 6.8 40 256 qam 21
15 307000000 6.6 40 256 qam 22
16 315000000 6.5 40 256 qam 23
17 323000000 6.8 40 256 qam 24
18 339000000 7 40 256 qam 26
19 347000000 6.6 40 256 qam 27
20 355000000 6.4 40 256 qam 28
21 363000000 6.3 40 256 qam 29
22 371000000 6.3 40 256 qam 30
23 379000000 6.3 40 256 qam 31
24 387000000 6.1 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 52 0
2 Locked 40.9 33 0
3 Locked 40.9 40 0
4 Locked 40.9 33 0
5 Locked 40.9 41 0
6 Locked 40.9 51 0
7 Locked 40.3 42 0
8 Locked 40.9 43 0
9 Locked 40.9 41 0
10 Locked 40.3 41 0
11 Locked 40.9 38 0
12 Locked 40.3 34 0
13 Locked 40.3 46 0
14 Locked 40.3 33 0
15 Locked 40.9 48 0
16 Locked 40.3 48 0
17 Locked 40.3 52 0
18 Locked 40.9 36 0
19 Locked 40.3 40 0
20 Locked 40.9 41 0
21 Locked 40.9 40 0
22 Locked 40.9 62 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 41.3 5120 64 qam 1
2 25800000 38.3 5120 64 qam 4
3 32600000 39.3 5120 64 qam 3
4 39400000 39.8 5120 64 qam 2

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 5 0
2 ATDMA 0 0 5 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 2 0

Refresh data
Network Log
Time Priority Description
22/12/2021 15:27:36 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 22:20:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 18:29:3 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 18:29:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2021 10:47:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2021 06:29:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2021 06:29:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 21:40:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 03:45:51 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 03:45:51 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 14:06:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 15:48:29 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 13:33:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 11:15:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 08:53:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 07:53:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 07:52:25 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2021 15:09:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 20:12:12 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 20:12:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23 Locked 40.3 45 0
24 Locked 40.9 48 0

[Alex_RM]

Hi essenby,

Thanks for posting and sorry to hear you've had some issues with your connection. 

I've been able to locate your account using your forum details, and there are a few of the hubs levels out of specification. 

I can see it's been a little while since the hub was last rebooted, can you try this and let us know if there is any improvement.

Alex_Rm

[essenby]

I was pretty sure I’d switched off and back on as part of my troubleshooting but did as you asked and performed another reboot. The issue is still there with the same errors appearing in the logs.

[Zach_R]

Hi @essenby,

To perform a reboot, you'll need to unplug the router from the mains whilst it's still powered on, leave it unplugged for at least 30 seconds, and then plug it back in.

Can you try this and let us know how you get on?

Thanks,
 

[essenby]

Rebooted as suggested, no change, the issue is still there.

Replaced the Hub 3 with a Hub 4, bingo, issue is resolved. There’s obviously a problem with the Hub 3.