Issues with HUB 3 - cannot get through to VM

[rich_simpson]

Hi,  My broadband has degraded to hopelessly slow and disconnects often over the last month. The HUB3 (in modem mode) has a constant red light (but is not hot) the logs are full of these entries every few seconds.

23/11/2024 12:31:56	Warning!	RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
23/11/2024 12:31:56	Warning!	Lost MDD Timeout;CM-MAC=xxx3;CMTS-MAC=xxxe;CM-QOS=1.1;CM-VER=3.0;

 Whether I call or chat to VM support I end up back in the chatbot (the call system eventually tells me there is not fault and  texts me a link to the chatbot then cuts me off so i go through the chatbot and end up being told I need to be transferred to WhatsApp and then no whatsapp message ever comes through (tried on different days so its not just being impatient). I have done all the things said by the chatbot including the factory reset but nothing makes it any better. Can anyone help or at least tell me how to get through to speak to VM or get the whatsapp to work - I have been transferred to the VM whatsapp service in the past and it was great but it no longer seems to work? 
Thanks

[jpeg1]

VM don't want you to call them.  It costs them time and money to deal with your problems so they would rather you didn't bother them. 

But you will get some good advice here. Post all the data from your Hub, and tell us what equipment you are using and how it's connected to the Hub. 

[jpeg1]

You could also set up a free BQM to monitor your connection. Post a live link here as described on their page. 

https://www.thinkbroadband.com/broadband/monitoring/quality

[Tudor]

1) Those messages should be ignored, they are only warnings.

2) The LED on a Hub3 when in modem mode should be magenta, this can look red to many people.

3) please post a full set of stats, details below:

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.

[rich_simpson]

Thanks, - I remember it was Magenta in the past but checked with all the family and they all think its definitely red now!
I have BQM which i set up when it started intermittently resetting and having terrible speed issues (also intermittently) BQM Live view 

In the time its taken to logon to the hub and get this info it has reset on me twice - back to flashing yellow\white with green arrows then back to red. That is worse than usual (wondering if logging on to it sent it over the edge) but its been doing that several times a day  for a while.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	0.7	37	256 qam	25
2	139000000	-3.5	31	256 qam	1
3	147000000	-2.2	28	256 qam	2
4	155000000	-2.9	30	256 qam	3
5	163000000	-3	30	256 qam	4
6	171000000	-2.4	31	256 qam	5
7	179000000	-2.7	31	256 qam	6
8	187000000	-2.2	29	256 qam	7
9	195000000	-2	26	256 qam	8
10	211000000	-1.7	27	256 qam	10
11	219000000	-1.5	27	256 qam	11
12	227000000	-2.2	30	256 qam	12
13	235000000	-1.7	32	256 qam	13
14	307000000	0.2	29	256 qam	22
15	315000000	0.2	31	256 qam	23
16	323000000	0	36	256 qam	24
17	339000000	0	35	256 qam	26
18	347000000	0.5	33	256 qam	27
19	355000000	-0.2	37	256 qam	28
20	363000000	0.4	35	256 qam	29
21	371000000	0	31	256 qam	30
22	379000000	0	31	256 qam	31
23	387000000	0	32	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	142	141
2	Locked	31.4	1947907	12415
3	Locked	28.3	1097444	959692
4	Locked	30.8	1884372	167874
5	Locked	30.5	1745186	310275
6	Locked	31.6	1992659	15376
7	Locked	31	1335939	29382
8	Locked	29.7	1111256	508253
9	Locked	26.4	387051	1636675
10	Locked	27.9	396737	1628574
11	Locked	27.8	596535	1432541
12	Locked	30.4	655578	3228
13	Locked	32.6	512190	4355
14	Locked	29.5	629562	953134
15	Locked	31.6	623392	9847
16	Locked	36.6	158	181
17	Locked	35.7	135	237
18	Locked	33.9	18696	311
19	Locked	37.3	90	281
20	Locked	35	3242	428
21	Locked	31.7	791136	59006
22	Locked	31.1	830086	107376
23	Locked	32	549548	10229

Upstream bonded channels

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

1	36599947	49	5120	64 qam	3
2	23599976	49	5120	64 qam	5
3	30100014	49	5120	64 qam	4
4	43099944	49	5120	64 qam	2
5	49600004	49	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

[cje85]

Downstream SNR is much too low (should be at least 33dB), there is likely to be an SNR fault in your area. If not VM will arrange an engineer visit to look into it.

Chances are the red light isn't the cause of the problem. In Modem Mode the magenta colour can fade over time and eventually appear to be red.

[Client62]

Check Hub 3 Temperature ... login in to the Hub 3 menu at http://192.168.100.1/   ( for modem mode )
use the numeric Hub password from the bottom side label. 

Run the Network diagnostic tool

Scroll down through the results and find the Temperature entry.   Is it:  Normal  ? 

[rich_simpson]

thank you - that makes sense as my upstream speed is fine on any test i run. The system status and VM's call and chatbot systems all say there is no fault in the area - However that leaves we with the problem of how to call or contact VM as i just go round in circles being told they will whatsapp me and then cutting me off.

[Tudor]

Those figures look very bad. Low downstream & high upstream power usually indicate one of two things. 1) you are a long way from the street cabinet and need to be on a different tap in the street cabinet 2) there is a bad connection between the hub and the street cabinet. Check all cables are tightly screed in and then you need to contact customer services as a fault.

[rich_simpson]

Thanks - but I cannot find any network diagnostics tool - only network status, which does not have temperature anywhere