Hub5 dropping broadband

[MeridianMan]

My Hub5 drops broadband connection 10 to 20 times a day

Spoken to India twice with two promised call backs - nothing !

No one rang back

Remotely interrogated hub to no avail

What do I have to do to get the service I am paying for ???

[Tudor]

Please post 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.

[MeridianMan]

It seems when they reset the hub remotely (and changed it from modem to router !) they reset the hub password as my stored onme doesn't get me in now

I just want an engineer to come and sort this rubbish out

The web is FULL of the same story and people going back to Hub4 as it's stable and works

I don't need wifi six ...

[MeridianMan]

5	443000000	0.500000	40.366287	QAM256	5
1	411000000	0.400002	40.366287	QAM256	1
2	419000000	0.500000	40.366287	QAM256	2
3	427000000	0.400002	40.366287	QAM256	3
4	435000000	0.400002	40.366287	QAM256	4
6	451000000	0.799999	40.946209	QAM256	6
7	459000000	0.799999	40.366287	QAM256	7
8	467000000	0.900002	40.366287	QAM256	8
9	475000000	1.000000	40.946209	QAM256	9
10	483000000	1.200001	40.366287	QAM256	10
11	491000000	1.200001	40.366287	QAM256	11
12	499000000	1.400002	40.366287	QAM256	12
13	507000000	1.299999	40.366287	QAM256	13
14	515000000	1.299999	40.366287	QAM256	14
15	523000000	1.299999	40.366287	QAM256	15
16	531000000	1.200001	40.366287	QAM256	16
17	539000000	1.299999	40.366287	QAM256	17
18	547000000	1.400002	40.946209	QAM256	18
19	555000000	1.299999	40.946209	QAM256	19
20	563000000	1.200001	40.366287	QAM256	20
21	571000000	1.000000	40.366287	QAM256	21
22	579000000	1.099998	40.366287	QAM256	22
23	587000000	1.000000	40.366287	QAM256	23
24	595000000	1.099998	40.946209	QAM256	24
25	603000000	1.000000	40.366287	QAM256	25
26	611000000	0.900002	40.366287	QAM256	26
27	619000000	1.000000	40.366287	QAM256	27
28	627000000	1.000000	40.366287	QAM256	28
29	635000000	1.000000	40.366287	QAM256	29
30	643000000	1.000000	40.366287	QAM256	30
31	651000000	0.900002	40.946209	QAM256	31

[MeridianMan]

1	23600000	32.270599	5120 KSym/sec	32QAM	12
2	39400000	32.270599	5120 KSym/sec	16QAM	8
3	46200000	32.520599	5120 KSym/sec	16QAM	7
4	53700000	33.020599	5120 KSym/sec	64QAM	6
5	60300000	33.020599	5120 KSym/sec	32QAM	5
6	32600000	32.520599	5120 KSym/sec	32QAM	11

[MeridianMan]

Mon Apr	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 30	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 30	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 27	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 27	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 25	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 24	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 22	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Received 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;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 22	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 22	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 22	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 19	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 15	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 12	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 12	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Mar	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Mar	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb 26	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 23	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 18	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	5	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	6	SW download Successful - Via NMS
Thu Feb 16	6	SW Download INIT - Via NMS
Tue Feb 14	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Reece_MH]

Hi MeridianMan 👋

Thanks for the update on this - I'm very sorry to hear these issues are still present. I've taken a look on our side and it does appear that a fault has been identified in your area, which is affecting multiple customers.

Our system has identified a connectivity issue that is causing performance-related issues with your connection. This issue is impacting a large majority of customers in your area.

We've raised the issue to our network teams who will investigate and fix the fault in the area, as soon as possible. I'm very sorry for any inconvenience caused by the issue.

Thanks,

[MeridianMan]

That may well be the case but it is NOT my particular fault as mine has been present before the general fault

The street fault (low speed) seems to have been fixed but my hub still drops out ...

[Megatronman]

I've been having same issue since Tuesday. I've phoned VN about 5 times over the week and they applied a speed monitor on my Hub5.(I've only had my services for 3 weeks after a 5 month wat!!)

Yesterday it started dropping my speed from 1.24gb to 96mbps, back upto 500mbps then 120mbps, phoned to report and discovered VM haven't done any monitoring at all!!!

I was told they would definitely start monitoring and this morning I recieved a email telling me a new Hub5 was being sent out.

I really suspect that VM has been hacked in some way as my neighbours got the same email and surprisingly had been having the same issues.

[Tudor]

Unfortunately you will have to wait until the area fault is fixed as VM will not dispatch any technicians until it is fixed. You will then have to call in again or post a new set of stats here.