Hub 3 failing, needs replacement

[cylinder]

My ageing Hub 3, running flawlessly in modem mode since day one, now appears to have developed a fault. Every few days, my Internet connection goes down completely. The Hub 3 stops responding to local pings. If I reboot it, it responds to pings again and everything is back to normal ... until next time.

Just before reboot:

ping 192.168.100.1

Pinging 192.168.100.1 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Immediately after reboot:

ping 192.168.100.1

Pinging 192.168.100.1 with 32 bytes of data:
Reply from 192.168.100.1: bytes=32 time=9ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63

Needless to say, very inconvenient. Could I order a replacement please?

[Tudor]

Could be a hub problem, but most of these type of problems turn out to be a circuit problem. Please provide some stats.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[cylinder]

Thanks for the super speedy reply. Happy to. I thought the fact the Hub totally stopped responding to pings, network traffic, port 80 etc. would be fairly conclusive, but anything is possible! I don't have a "Networking" tab but went with "Network Log".

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	387000000	2.2	40	256 qam	32
2	203000000	2.2	38	256 qam	9
3	211000000	1.7	38	256 qam	10
4	219000000	1.2	40	256 qam	11
5	227000000	1.2	40	256 qam	12
6	235000000	1.2	40	256 qam	13
7	243000000	1.5	40	256 qam	14
8	251000000	1.7	40	256 qam	15
9	259000000	1.9	40	256 qam	16
10	267000000	1.4	40	256 qam	17
11	275000000	0.9	38	256 qam	18
12	283000000	0.7	38	256 qam	19
13	291000000	1.5	40	256 qam	20
14	299000000	2.4	40	256 qam	21
15	307000000	2.4	40	256 qam	22
16	315000000	2	40	256 qam	23
17	323000000	1.9	40	256 qam	24
18	331000000	2	40	256 qam	25
19	339000000	2.5	38	256 qam	26
20	347000000	3	40	256 qam	27
21	355000000	2.9	40	256 qam	28
22	363000000	2.4	40	256 qam	29
23	371000000	1.9	38	256 qam	30
24	379000000	1.9	38	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	1	0
2	Locked	38.9	6	0
3	Locked	38.9	6	0
4	Locked	40.3	6	0
5	Locked	40.3	5	0
6	Locked	40.9	4	0
7	Locked	40.3	4	0
8	Locked	40.3	5	0
9	Locked	40.3	4	0
10	Locked	40.3	6	0
11	Locked	38.9	5	0
12	Locked	38.9	0	0
13	Locked	40.3	5	0
14	Locked	40.3	6	0
15	Locked	40.9	5	0
16	Locked	40.3	6	0
17	Locked	40.3	5	0
18	Locked	40.3	4	0
19	Locked	38.9	6	0
20	Locked	40.3	5	0
21	Locked	40.9	5	0
22	Locked	40.3	6	0
23	Locked	38.9	4	0
24	Locked	38.9	4	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	30100000	46	5120	64 qam	12
2	23600000	44.5	5120	32 qam	13
3	36600000	46	5120	64 qam	11
4	43100000	46	5120	64 qam	10
5	49599986	46	5120	64 qam	9

Upstream bonded channels

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

[cylinder]

Network Log

Time Priority Description

24/10/2022 00:06:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2022 10:52:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2022 10:52:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2022 16:04:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 22:52:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 22:52:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 06:36:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 00:55:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 00:55:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2022 12:30:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2022 07:49:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2022 07:49:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2022 12:01:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2022 19:49:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2022 19:49:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 00:35:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2022 07:49:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2022 07:49:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2022 09:11:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2022 19:49:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[cylinder]

Oh, and in case useful - BQM today:

BQM yesterday:

Thanks!

[cylinder]

Just noticed the upstream stats have changed on a refresh:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	30100000	46	5120	64 qam	12
2	23600000	44.5	5120	64 qam	13
3	36600000	46	5120	64 qam	11
4	43100000	46	5120	64 qam	10
5	49599986	46	5120	64 qam	9

[Tudor]

Those stats are very good except for on upstream channel on 32 QAM when it should be 64 QAM. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[cylinder]

Thanks, Tudor.

The upstream channel you referred to (and I posted twice about) seems to change between 32 qam and 64 qam when I refresh the page.

I am happy for a VM staff member to get to the thread and hopefully just arrange for a replacement Hub to be shipped.

[Tudor]

VM will get to your post, but hubs are not just sent out, they need a technician’s visit. 

[cylinder]

Oh now that is a shame! It would be impossible to schedule an engineer visit to coincide with the intermittent situation whereby the Hub completely stops responding to pings, network traffic, port 80 etc. and so one would assume the most cost-efficient solution for Virgin Media and time-efficient, convenient solution for me as the paying customer would be to ship a replacement hub. I only use it in modem mode so another Hub 3 would be fine, I don't need an upgrade. Fingers crossed for some common sense.