Forum Discussion

FacetiousPizza's avatar
FacetiousPizza
Joining in
12 months ago

Virgin Hub 3 Rebooting

Hi all,

We've recently moved home, and have had VM broadband for 3 weeks now. We've started to experience a recurring issue where the router seems to reboot occasionally - nothing we can replicate to see what is causing it but it is making it difficult to work from home when it takes 5 minutes to reboot.

I can see from other posts that the network log is often needed for diagnosis;

Network Log

Time Priority Description

15/02/2024 23:44:37criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2024 23:31:46noticeLAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2024 23:30:54Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2024 22:16:49criticalTLV-11 - Failed to set duplicate elements;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 02:30:50criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
08/02/2024 15:58:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 08:03:42criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 15:58:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 18:08:19Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 22:07:36criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 03:58:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 08:41:10criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 14:40:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 14:12:4noticeSW download Successful - Via NMS
25/01/2024 14:10:3noticeSW Download INIT - Via NMS
25/01/2024 14:06:48criticalTLV-11 - Illegal Set operation failed;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
10/01/2024 19:12:35Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
10/01/2024 19:05:34criticalTLV-11 - Failed to set duplicate elements;CM-MAC=XXX;CMTS-MAC=XXX:e9:81;CM-QOS=1.1;CM-VER=3.0;
10/01/2024 19:02:45noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=XXX MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

The most recent reboot was around 30 minutes ago, which ties to one of those logs labelled 'critical', however we experienced another reboot earlier in the day that has no log against it...

Hoping someone knowledgable in this community or one of the forum team may be able to help - the agents on the phone seem to be nice, but limited in what they can actually do to help!

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Looking at the Hub 3 Downstream and Upstream tabs, do the connection stats look to be in order ?

  • Tudor's avatar
    Tudor
    Very Insightful Person
    11 months ago

    In that log there is only one reboot, the date of 01/01/70 is when it reboots. Probably the others are just the hub loosing connection to the VM CMTS. Please post a full set of stats.