Greetings All;
Last Friday we joined Virgin, and they installed a shiny new Hub 5 and streaming box and all seemed tickety boo until we started experiencing dropouts. Investigating the router logs over the last couple of days, I find repeated instances of "Critical" error "Cable Modem Reboot because of - unknown".
30/05/2025 11:16, 23:44
01/06/2025 10:59, 13:38, 19:32
02/06/2025 03:17, 15:02, 18:51
03/06/2025 06:09
Thoughts?
mines been doing the same, going off randomly, log says cable modem reboot due to unknown... we recently qadded on TV and was sent a tv box in the post for self install,
engineer was out tonight said we have very low signal into house -9 to -10dbmv and that the TV takes it down 4-5dbmv when its split, so swapped us down at the cabinet to a stronger signal..
hopefully that will sort it??????
The problem rumbles on - just what exactly is a "Cable Modem Reboot"?
Is it the whole box, just the modem section or the router and wifi sections too? Evidence suggests its the whole box.
Are there any better logs buried in there somewhere that you can access with a CLI maybe? Half the problem is that there isnt really any information available to perform meaningful diagnosis!
What conditions trigger a reboot? Shonky software? Box overheating? PSU voltage level problems? A watchdog timer/monitor? Too many errors filling the logs? External factors?
Come on virgin, you are a tier 1 provider, you can do better than this! My previous providers (over BT infrastructure) copper modem/routers stayed up for months with no errors - I had to physically command them to reboot! Yours have fallen over at least once per day since I joined you, often more!
Forum TeamHi Longserpent,
We've had a look at things from our side and can see you've been able to get in touch with us about this, if you do need help with anything else please let us know.
Alex_Rm
Cable Modem Reboot because of - unknown reads as someone at VM is very bored and make hub reboot.
Forum TeamGood Afternoon Longserpent, thanks for your post on our Community Forums, and a very warm welcome to you!
We’re sorry to hear of the issues you've been experiencing with the services.
How’re things looking at the moment?
Has this only been apparent since the installation of the Hub 5?
Thanks,
David_Bn
The HUB 5 is the first Virgin service we have ever had and whilst the cable has been connected to the property (installed originally as NTL long before we moved here - so thats at least 11 years), it has never been used as far as we know. Virgin engineers tested it prior to connecting us and pronounced it OK, but I know it was dug up when we had our garden relandscaped 10 years ago and was somewhat surprised it had survived!
Yes we are still experiencing "Cable Modem Reboot..." errors; 3 times yesterday and one so far today.
Forum TeamGood afternoon Longserpent
Thanks for coming back to us.
We've ran a check today and there's no issues or area outages and also from the checks cannot see the disconnections you're reporting. Do you have a BQM Set up?
Can you also download the Connect App please - virg.in/connectapp and when downloaded, run a wireless scan in the property. This will check for any coverage issues and optimise where possible. If a Pod needed, you'll be prompted to order.
Can be a number of things. I had two scenarios. 1) a faulty hub and 2) A failed update so first thing I would suggest would be a complete pinhole hub reset (pressing the reset button for a minute to reset the modem). If this then does not fix the problem someone will probably suggest pasting the hub logs and stats on here as it could be the signal to the router is not what it should be.
