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

[rich_simpson]

So with my router disconnected and Hub 3 back in router mode - still getting poor download and ok upload

Network status stuff below.

Downstream bonded channels

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

1	331000000	0.2	38	256 qam	25
2	139000000	-4	31	256 qam	1
3	147000000	-2.5	31	256 qam	2
4	155000000	-3.2	32	256 qam	3
5	163000000	-3.4	31	256 qam	4
6	171000000	-2.7	33	256 qam	5
7	179000000	-3	34	256 qam	6
8	187000000	-2.7	35	256 qam	7
9	195000000	-2.5	35	256 qam	8
10	203000000	-2.5	36	256 qam	9
11	211000000	-2.2	34	256 qam	10
12	219000000	-2	31	256 qam	11
13	227000000	-2.7	33	256 qam	12
14	235000000	-2.2	37	256 qam	13
15	307000000	-0.4	37	256 qam	22
16	315000000	-0.2	38	256 qam	23
17	323000000	-0.5	37	256 qam	24
18	339000000	-0.7	37	256 qam	26
19	347000000	0	38	256 qam	27
20	355000000	-0.7	38	256 qam	28
21	363000000	-0.2	38	256 qam	29
22	371000000	-0.5	38	256 qam	30
23	379000000	-0.5	38	256 qam	31
24	387000000	-0.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	7026	1961
2	Locked	31.1	1107091221	25806932
3	Locked	31.9	1545039762	76239924
4	Locked	32.7	1570095464	2517528
5	Locked	31.9	1596344330	6488796
6	Locked	33.9	1026171434	186086
7	Locked	34.9	1057158714	2524411
8	Locked	35.7	1241988547	32913426
9	Locked	35.5	1008302103	349553966
10	Locked	36.6	5712562	1362912711
11	Locked	34.3	737816235	623887566
12	Locked	31.9	834384677	537914143
13	Locked	33.3	138196564	466401
14	Locked	37.3	143256449	2273688
15	Locked	37.6	538357834	53021715
16	Locked	38.6	8206265	48785
17	Locked	37.3	10114	2416
18	Locked	37.6	4365	1622
19	Locked	38.6	341508	1118
20	Locked	38.6	5031	2993
21	Locked	38.9	4480	4106
22	Locked	38.6	21649700	617051
23	Locked	38.6	34847670	1423749
24	Locked	38.9	10108093	126052

Upstream bonded channels

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

1	36599979	49	5120	64 qam	3
2	23600000	49	5120	64 qam	5
3	30100017	49	5120	64 qam	4
4	43100019	49	5120	64 qam	2
5	49600000	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	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[jpeg1]

Perhaps VM staff following this will now agree that you need a technician visit to mend this awful connection. 

[rich_simpson]

Thank you - hoping so or even just a number to speak to someone or a way to get past the bots would be great because I cannot get out of the - "we will now contact you on Whatsapp" loop that doesn't work.

[Client62]

The poor downstream SNR maybe the reason for seeing
a massive error rate across all downstream channels.

[Alex_RM]

Thanks very much for doing that rich_simpson, just so we can rule out the third party equipment as being an issue. 

So I can help further, I've popped you over a private message.

Alex_Rm

[rich_simpson]

Thank you, and everyone else for their help. I now have an engineer booked for Wednesday. Hopefully they will be able to resolve it.

[rich_simpson]

Thanks to everyone who took the trouble to respond to my cry for help with advice and to Alex and especially the VM engineer who resolved it today - It tuns out there was a 4 way splitter where the cable comes into the house in the garage which split the cable to my TV box upstairs and router downstairs - It had gone bad somehow - new one of those and all is perfect again with all SNRs at 37 or higher and 0 Post RS errors, no packet loss etc!

Thanks All!

what good now looks like

Downstream bonded channels

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

1	331000000	3.7	37	256 qam	25
2	139000000	3	38	256 qam	1
3	147000000	2.9	38	256 qam	2
4	155000000	2.7	40	256 qam	3
5	163000000	2.9	40	256 qam	4
6	171000000	2.9	38	256 qam	5
7	179000000	2.5	38	256 qam	6
8	187000000	2.7	38	256 qam	7
9	195000000	2.9	40	256 qam	8
10	203000000	3	40	256 qam	9
11	211000000	3	38	256 qam	10
12	219000000	2.9	40	256 qam	11
13	227000000	2.7	38	256 qam	12
14	235000000	2.5	38	256 qam	13
15	307000000	3.7	38	256 qam	22
16	315000000	3.5	38	256 qam	23
17	323000000	3.7	37	256 qam	24
18	339000000	3.7	37	256 qam	26
19	347000000	3.5	38	256 qam	27
20	355000000	3.5	38	256 qam	28
21	363000000	3.7	38	256 qam	29
22	371000000	3.5	38	256 qam	30
23	379000000	3.5	38	256 qam	31
24	387000000	3.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	34	0
2	Locked	38.9	45	0
3	Locked	38.9	38	0
4	Locked	40.3	44	0
5	Locked	40.3	62	0
6	Locked	38.9	63	0
7	Locked	38.9	42	0
8	Locked	38.9	43	0
9	Locked	40.3	45	0
10	Locked	40.3	46	0
11	Locked	38.9	33	0
12	Locked	40.3	24	0
13	Locked	38.9	21	0
14	Locked	38.9	29	0
15	Locked	38.6	18	0
16	Locked	38.6	28	0
17	Locked	37.6	36	0
18	Locked	37.6	14	0
19	Locked	38.6	23	0
20	Locked	38.9	24	0
21	Locked	38.6	18	0
22	Locked	38.9	17	0
23	Locked	38.9	17	0
24	Locked	38.9	9	0

[David_Bn]

Excellent new @rich_simpson, and we're pleased to hear that our team have been able to get this one resolved for you.

Do please come back to us if you experience and further issues, and we'll be happy to help where possible.

Thanks,

David_Bn