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Joereynolds89
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Access Blocked / Access Denied - No Internet

Having received my quickstart equipment, I've plugged it in to have no internet.

I've tried to both online chat, and to call, neither I can get through to someone on. I spent nearly 2 hours in the queue waiting for an advisor to be cut off.

Very frustrating to say the least.

I have tried everything advised, restarts, factory resets, checking cable etc...

It remains Hub Status as Access Denied.

The website seems to say there are no problems and everything is working, but it certainly isn't!

Currenty in modem mode with the following information:

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1802.613
Cable MAC address: **:**:**:**:**:**
Cable modem serial number: AAAP70071231
System up time: 0 days 0h:20m:37s
Network access: Blocked

 

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Joereynolds89
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Re: Access Blocked / Access Denied - No Internet

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
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Joereynolds89
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Re: Access Blocked / Access Denied - No Internet

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 12 38 256 qam 1
2 147000000 12 38 256 qam 2
3 155000000 12.1 38 256 qam 3
4 163000000 12.1 40 256 qam 4
5 171000000 12.5 40 256 qam 5
6 179000000 12.3 40 256 qam 6
7 187000000 12.1 38 256 qam 7
8 195000000 12 40 256 qam 8
9 203000000 11.9 40 256 qam 9
10 211000000 12.3 38 256 qam 10
11 219000000 12.1 40 256 qam 11
12 227000000 12.1 40 256 qam 12
13 235000000 12 38 256 qam 13
14 243000000 11.8 38 256 qam 14
15 251000000 12 38 256 qam 15
16 259000000 12 40 256 qam 16
17 267000000 12.4 40 256 qam 17
18 275000000 12.4 40 256 qam 18
19 283000000 12.4 40 256 qam 19
20 291000000 12.5 40 256 qam 20
21 299000000 12.6 40 256 qam 21
22 307000000 12.4 40 256 qam 22
23 315000000 12.5 40 256 qam 23
24 323000000 12.8 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 0 0
2 Locked 38.9 6 0
3 Locked 38.9 5 0
4 Locked 40.3 0 0
5 Locked 40.3 18 0
6 Locked 40.3 7 0
7 Locked 38.9 5 0
8 Locked 40.3 4 0
9 Locked 40.3 18 0
10 Locked 38.9 7 0
11 Locked 40.3 5 0
12 Locked 40.3 5 0
13 Locked 38.9 3 0
14 Locked 38.9 2 0
15 Locked 38.9 5 0
16 Locked 40.3 6 0
17 Locked 40.3 6 0
18 Locked 40.3 5 0
19 Locked 40.3 4 0
20 Locked 40.3 5 0
21 Locked 40.3 6 0
22 Locked 40.3 6 0
23 Locked 40.3 5 0
24 Locked 40.3 3 0
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Joereynolds89
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Re: Access Blocked / Access Denied - No Internet

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 4.05 5120 64 qam 5
2 25800000 4 5120 64 qam 8
3 32600000 4.025 5120 64 qam 7
4 39400000 4.05 5120 64 qam 6


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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Joereynolds89
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Re: Access Blocked / Access Denied - No Internet

General Configuration
Network access
Not allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmall-any-preauth-b.cm


Primary Downstream Service Flow
SFID 377298
Max Traffic Rate 32000
Max Traffic Burst 3044
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 377297
Max Traffic Rate 32000
Max Traffic Burst 3044
Min Traffic Rate 0
Max Concatenated Burst 1522
Scheduling Type BestEffort
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Joereynolds89
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Re: Access Blocked / Access Denied - No Internet

Network Log
Time Priority Description
30/08/2020 02:31:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 16:48:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 17:01:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 06:16:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 12:09:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 02:17:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 05:15:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 12:46:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 13:14:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 01:06:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 04:00:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 14:17:16 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:51:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 06:25:19 notice SW Download INIT - Via Config file
30/09/2020 06:31:1 notice SW download Successful - Via Config file
30/09/2020 06:56:58 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 16:42:40 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Grayson1968
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Re: Access Blocked / Access Denied - No Internet

A number of people are having the same problem today. I've gone back to my old hub as its impossible to get through to customer service. 

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Megan_L
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Re: Access Blocked / Access Denied - No Internet

Hi Joereynolds89,

Thanks for using the forums to get your HUB activation looked into, I am sorry this has been causing some frustration. We did have a fault with HUB activation a few days ago that affected a large number of customers, this has now been fixed. However, if you're still having the same problem please call 0800 953 9500 for the activation team who will be able to help.

Let me know of you need any further advice on this. 

Thanks,

Megan_L

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