Forum Discussion

LimpetWrestler's avatar
2 years ago
Solved

Hub 4 Rebooting

My router was changed from a hub 3 to a hub 4 and since the change I have had a lot of random reboot events that are both annoying and quite inconvenient as I work from home and rely on the Internet connection. 

I have been using my router in modem mode as I use a Google mesh WiFi that covers my whole house much better than the hub 3 used to. This has worked fine for 18 months or so. After reporting the problem with VM customer service, I eventually got an engineer round to take a look. He changed a connector on the cable and replaced the hub 4 with another one. This did not solve the problem. Next call to VM customer service was also rather annoying as I was basically told the problem was my third party WiFi device plugged in. Anyway, there was no budging this guy so I reluctantly did as he suggested and unplugged the Google kit and used built in Virgin WiFi instead (normal router mode). As expected, router is still rebooting all over the place so my conclusion is that my Google kit is not the issue.

Has anyone got any other ideas or some advice that will get somebody to fix this once and for all?

Thanks (in anticipation). 

  • Based on the number of 'T3 time-out' errors we can see in the log I'd suggest an issue with your line.

    Is anything reported on the below site, including the running of additional tests?

    https://www.virginmedia.com/support/help/service-status

    Oh and just to explain why your HUB 3 was ok the HUB 4 makes use of the DOCSIS 3.1 standard for downstream/upstream (Just upstream on M500 subscription) which could explain why you didn't have an issue with the HUB 3 (Limited to DOCSIS 3.0)!

    Your area could be having issues that would specifically affect DOCSIS 3.1.

  • carl_pearce's avatar
    carl_pearce
    Community elder

    It's unlikely that two HUBs in a row would exhibit the same issue.

    Can you access the HUB on 192.168.0.1 (192.168.100.1 in modem mode), click 'Check router status' and copy paste the details from all tabs, as text, into several replies for review (Sometimes you must click post a second time if an error occurs).

    • LimpetWrestler's avatar
      LimpetWrestler
      Tuning in

      Router Status

      Tab 1 - Status

      Cable Modem Status
      Item Status Comments
      Cable Modem Status
      Online
      DOCSIS 3.1
      Primary downstream channel
      Locked
      SC-QAM
      Channel Overview Downstream Upstream
      DOCSIS 3.0 channels
      31
      6
      DOCSIS 3.1 channels
      1
      0


      Tab 2 - Downstream

      3.0 Downstream channels
      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      25 330750000 6.1 40.4 QAM256 25
      1 138750000 3.8 39 QAM256 1
      2 146750000 3.8 38.6 QAM256 2
      3 154750000 3.9 39 QAM256 3
      4 162750000 3.8 39 QAM256 4
      5 170750000 3.5 39 QAM256 5
      6 178750000 3.4 39 QAM256 6
      7 186750000 3.6 38.6 QAM256 7
      8 194750000 3.6 39 QAM256 8
      9 202750000 3.8 39 QAM256 9
      10 210750000 4 38.6 QAM256 10
      11 218750000 4.2 40.4 QAM256 11
      12 226750000 4.2 40.9 QAM256 12
      13 234750000 4.4 39 QAM256 13
      14 242750000 4.6 40.4 QAM256 14
      15 250750000 4.7 40.4 QAM256 15
      16 258750000 4.9 40.4 QAM256 16
      17 266750000 5.2 40.4 QAM256 17
      18 274750000 5.6 40.4 QAM256 18
      19 282750000 5.9 40.4 QAM256 19
      20 290750000 6.1 40.4 QAM256 20
      21 298750000 6.2 40.4 QAM256 21
      22 306750000 6 40.4 QAM256 22
      23 314750000 6.1 40.9 QAM256 23
      24 322750000 6.1 40.4 QAM256 24
      26 338750000 6.2 40.4 QAM256 26
      27 346750000 6.5 40.9 QAM256 27
      28 354750000 6.4 40.9 QAM256 28
      29 362750000 6.5 40.4 QAM256 29
      30 370750000 6.5 40.4 QAM256 30
      31 378750000 6.4 40.4 QAM256 31


      3.0 Downstream channels
      Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
      25 Locked 40.366287 0 0
      1 Locked 38.983261 0 0
      2 Locked 38.605377 0 0
      3 Locked 38.983261 0 0
      4 Locked 38.983261 0 0
      5 Locked 38.983261 0 0
      6 Locked 38.983261 0 0
      7 Locked 38.605377 0 0
      8 Locked 38.983261 0 0
      9 Locked 38.983261 0 0
      10 Locked 38.605377 0 0
      11 Locked 40.366287 0 0
      12 Locked 40.946209 0 0
      13 Locked 38.983261 0 0
      14 Locked 40.366287 0 0
      15 Locked 40.366287 0 0
      16 Locked 40.366287 0 0
      17 Locked 40.366287 0 0
      18 Locked 40.366287 0 0
      19 Locked 40.366287 0 0
      20 Locked 40.366287 0 0
      21 Locked 40.366287 0 0
      22 Locked 40.366287 0 0
      23 Locked 40.946209 0 0
      24 Locked 40.366287 0 0
      26 Locked 40.366287 0 0
      27 Locked 40.946209 0 0
      28 Locked 40.946209 0 0
      29 Locked 40.366287 0 0
      30 Locked 40.366287 0 0
      31 Locked 40.366287 0 0


      3.1 Downstream channels
      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      33 96 4K 1840 QAM4096 759


      3.1 Downstream channels
      Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
      33 Locked 44 8.8 14845182 0


      Tab 3 - Upstream

      3.0 Upstream channels
      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      1 53700000 43.8 5120 KSym/sec QAM64 2
      2 23600000 43.3 5120 KSym/sec QAM32 12
      3 39400000 43.3 5120 KSym/sec QAM64 4
      4 46200000 43.5 5120 KSym/sec QAM32 3
      5 32600000 43.3 5120 KSym/sec QAM64 9
      6 60300000 44.3 5120 KSym/sec QAM64 1


      3.0 Upstream 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
      6 ATDMA 0 0 0 0


      Tab 4 - Configuration

      General Configuration
      Network access
      true
      Maximum Number of CPEs
      1
      Baseline Privacy
      true
      DOCSIS Mode
      3.1
      Config file
      cmreg-vmdg640-bbt053-b.cm


      Primary Downstream Service Flow
      SFID
      198576
      Max Traffic Rate
      575000085
      Max Traffic Burst
      42600
      Min Traffic Rate
      0


      Primary Upstream Service Flow
      SFID
      198575
      Max Traffic Rate
      55000085
      Max Traffic Burst
      42600
      Min Traffic Rate
      0
      Max Concatenated Burst
      42600
      Scheduling Type
      bestEffort


      Tab 5 - NewtworkLog

      Network Log
      Time Priority Description
      Sat 06/01/2024
      11:50:23 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:06:50 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:06:50 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:23 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri 05/01/2024
      21:09:06 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 01/01/1970
      00:07:52 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:52 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:23 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 04/01/2024
      20:53:46 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 01/01/1970
      00:04:35 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:04:35 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 03/01/2024
      22:44:25 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 01/01/1970
      00:07:20 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:20 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:23 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue 02/01/2024
      12:18:37 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 01/01/1970
      00:06:04 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:06:04 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:24 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue 02/01/2024
      12:00:25 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 01/01/1970
      00:06:06 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:06:06 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Mon 01/01/2024
      19:48:24 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 01/01/1970
      00:07:11 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:11 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat 30/12/2023
      23:41:42 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 01/01/1970
      00:06:41 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:06:41 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat 30/12/2023
      19:35:40 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri 29/12/2023
      11:40:58 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 01/01/1970
      00:07:39 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:39 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 27/12/2023
      11:56:12 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 01/01/1970
      00:07:00 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:00 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 27/12/2023
      01:16:09 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 01/01/1970
      00:05:17 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:05:17 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue 26/12/2023
      19:43:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat 23/12/2023
      05:23:34 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 20/12/2023
      12:21:49 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 20/12/2023
      11:27:47 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 01/01/1970
      00:08:43 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:08:43 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:19 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

  • carl_pearce's avatar
    carl_pearce
    Community elder

    Based on the number of 'T3 time-out' errors we can see in the log I'd suggest an issue with your line.

    Is anything reported on the below site, including the running of additional tests?

    https://www.virginmedia.com/support/help/service-status

    Oh and just to explain why your HUB 3 was ok the HUB 4 makes use of the DOCSIS 3.1 standard for downstream/upstream (Just upstream on M500 subscription) which could explain why you didn't have an issue with the HUB 3 (Limited to DOCSIS 3.0)!

    Your area could be having issues that would specifically affect DOCSIS 3.1.

      • carl_pearce's avatar
        carl_pearce
        Community elder

        LimpetWrestler wrote:

        I checked that link and it says no issues, both green ticks. 


        And did you action the further checks under 'Still having issues'?

  • Anonymous's avatar
    Anonymous

    Channel 11 could belong to a different segment (segmented node), so the modem will fail to do initial ranging on it, but why it would pick it on every reboot...?

    The root cause of the reboots...?

  • Just to update this thread. 

    Had an engineer visit yesterday and he was aware of this issue locally and linked it to work adding a new housing estate onto our node. Anyway, long and short is he wasn't sure they had fixed it but also agreed it was a hub 4 / 5 issue and as I am on M500 and using my own mesh WiFi, then reinstating a hub 3 would hopefully add stability without compromising my setup. 

    Hub 3 in, 24 hours on, no rebooting detected, will send another update in a week to confirm or not if this persists. 

    Thanks all for the help and contributions. 

    • LimpetWrestler's avatar
      LimpetWrestler
      Tuning in

      Final post by me on this thread. 

      One week and 2 days since Hub 4 changed for Hub 3 and 100% uptime, no random reboot events, using in modem mode again and using my Google WiFi Pro WiFi 6 mesh setup. 

      All good for me, thanks to all of you for the suggestions and help. 

      Understand this isn't a fix for everyone but for my setup on M500 I have no downsides.