modem mode hub3

[drbenway]

Greetings

Hub 3 running in modem mode with a mesh, for 5 years, no problem

around July 10 internet goes out.

the status/ website says it is an area fault  F010807744

modem light is solid red

register for auto comp and updates. continue to receive twice daily status update emails, pushing back the fix date with each email .

July 14 1pm status email says it is fixed.

But it isnt. still no internet, still solid red on hub 3

status page shows still " issues". have screenshots etc

book engineer for 24 July

engineer replaces hub 3 with another hub 3. he says  it works fine in router mode, so its not virgin issue.

with nothing changed since engineer left [in router mode] status gives  "intermittent connection issues" [screenshots]  "come back in 24 hrs to book an engineer." next status test says to reboot. changes status report with each new test

at home, put back into modem mode, solid purple light. nothing still connects in modem mode.

2 different routers, laptop, different ethernet cable, different modem ports. restarts done with every new config. no internet connection

laptop connects via ethernet in router mode, does not connect in modem with ethernet [nothing else connected]

3 different ethernet devices, different manufacturers, can not connect in modem mode

it seems like there is no ip address in modem mode?

this is a "smart" house with multiple wifi devices. so it is a significant problem.

Please advise

Thanks

[drbenway]

 

[drbenway]

These screenshots are after the tech visit.

[Tom_W1]

Hi @drbenway thanks for your reply.

So to confirm, the red light on your Hub can mean it either may need replacing (if it shows in Router Mode), or it is in Modem Mode. The red light in Modem Mode means that the Hub is working perfectly as it is designed to in that particular mode.

I have checked that thread you have mentioned and it may be worth contributing to that particular thread as we can investigate further if it becomes a known issue - as things stand, it is not so. 

You have said that Modem Mode doesn't work for you but that alternative thread indicates that the customer cannot turn their Hub into Modem Mode, which doesn't appear to be the case for you so there's a different issue there it seems. 

I can confirm though, that replacement Hubs may be refurbished Hubs. If you'd like to try resetting the Hub to factory settings and trying to set up into Modem Mode again it may be worth trying this - steps are here on how to do this.

In terms of issues on the line, these would appear to be completely resolved as at the time of writing, there's no issues and all the specifications to your Hub are completely in specifications.

Definitively, there's nothing to indicate a total loss of service - your Hub is appearing online and therefore as it is working in Router Mode, the indications are that it is something external causing this.

I do hope this helps.

Many thanks