connection problem, bad ping and red light

[pokerspace]

my connection is poor, ie dropping connection, ping all over the place and the red light on the modem always on, its an old hub 3 and I use it in modem mode as I have my own router, I have tried all the usual on and off and a reset, I have tried to speak to a virgin media rep a few times about this and was not a great experience, I have been putting up with this for too long now and need you to please organise a new hub or I will need to cancel this service and seek a replacement 

[jbrennand]

When the hub3 is in modem mode the light is "Magenta" - which can look red to some eyes - particularly if the LED is 'old". Flick the hub back into router mode fr a minute and the light should turn white.  Or... on older hubs it can fade to beige>yellow>orange>red.  It is no indicator of any connection issues.  Are yours wifi only - or on ethernet cable connected devices too?

Lets see if we can spot any issues - do this...

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Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data 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 pages. 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

Also, 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

[pokerspace]

Hi John

have switched to router mode to see if the light stayed red, think it was white and then turned green when I had laptop plugged in, we use a mixture of ethernet and wireless connected to an asus rog rapture gt-ac5300 router which is a great piece of kit but of late we are experiencing a few issues, which seem to be getting more frequent across the whole network with i.e. slow connections, no connection and ping latency within games jumping up and down to the point of disconnection. I do have the broadband monitor and have just started to monitor the connection as it wasn't working due to the ICMP echo not enabled within my router settings. hub3 logs in next message  

[pokerspace]

Cable Modem Status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 -4.5 38 256 qam 1
2 147000000 -4.7 38 256 qam 2
3 155000000 -4.5 38 256 qam 3
4 163000000 -4.4 38 256 qam 4
5 171000000 -5 38 256 qam 5
6 179000000 -5.5 38 256 qam 6
7 187000000 -5.5 38 256 qam 7
8 195000000 -5.2 38 256 qam 8
9 203000000 -5.9 38 256 qam 9
10 211000000 -6.7 38 256 qam 10
11 219000000 -7.2 38 256 qam 11
12 227000000 -7.2 38 256 qam 12
13 235000000 -7 38 256 qam 13
14 243000000 -7.5 38 256 qam 14
15 251000000 -8.2 38 256 qam 15
16 259000000 -8.2 38 256 qam 16
17 267000000 -7.9 38 256 qam 17
18 275000000 -8.5 37 256 qam 18
19 283000000 -9.4 37 256 qam 19
20 291000000 -9.9 37 256 qam 20
21 299000000 -9.2 37 256 qam 21
22 307000000 -8.7 38 256 qam 22
23 315000000 -8.5 38 256 qam 23
24 323000000 -9 37 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 88 54
2 Locked 38.9 169 65
3 Locked 38.9 107 155
4 Locked 38.9 133 54
5 Locked 38.9 102 40
6 Locked 38.9 116 49
7 Locked 38.6 90 56
8 Locked 38.9 76 72
9 Locked 38.9 99 54
10 Locked 38.9 127 52
11 Locked 38.6 178 49
12 Locked 38.9 154 51
13 Locked 38.9 133 54
14 Locked 38.6 204 46
15 Locked 38.6 195 36
16 Locked 38.6 447 46
17 Locked 38.6 168 36
18 Locked 37.6 1034 38
19 Locked 37.6 2608 50
20 Locked 37.6 932 44
21 Locked 37.6 253 36
22 Locked 38.6 103 50
23 Locked 38.6 115 36
24 Locked 37.3 182 38

Cable Modem Status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 23600000 45.8 5120 64 qam 5
2 36600000 47.3 5120 64 qam 3
3 30100000 46.5 5120 64 qam 4
4 43100000 46.5 5120 64 qam 2
5 49600000 48.3 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
5 ATDMA 0 0 0 0

Cable Modem Status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time Priority Description
11/11/2024 11:36:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2024 11:35:11 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:33:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:33:14 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:32:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:32:59 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:32:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:27:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:27:21 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:23:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:23:47 Error Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:21:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:21:42 Error Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:19:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:19:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:19:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:19:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:18:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2024 21:18:27 Error Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[pokerspace]

I will keep the broadband monitor running to catch any issues as it seems to be running fine atm

[pokerspace]

Hi

Hope these logs are ok for you to decipher

[jbrennand]

I dont do logs 😂

But your down power levels are all  very low - minimum recommendation is -6 dBmV - many of your channels are well below that and will need a Tech visit to adjust back into range.  A VM Person will respond here soon

You also have post RS errors - you shouldnt have - so...

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Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Sabrina_B]

Hi @pokerspace 👋.

Thanks for reaching out to us, sorry to hear about the issues that you have had with the red light on your Hub. We would need to bring you in for a private message to get this resolved for you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

[pokerspace]

Thank you John for your help.

[Matthew_ML]

Glad to hear you've had some great help today 🙂