Upgraded from Hub 3 to Hub 4; intermittent outages/reboots since then
I was sent a Hub 4 a week ago, installed it, and have been having issues ever since. The box randomly reboots itself multiple times a day, usually every 6-8 hours (although sometimes much more frequently), and usually taking 10-15 mins to recover each time.
I've checked the cables, tried factory reset multiple times, tried different power sockets, tried both with and without the Forward Path Equaliser (was installed with the Hub 3; not sure if needed for Hub 4 but issue persists either way), but nothing I've tried has solved the issue.
I have contacted VM to try and help; here's the summary so far:
- Called Monday evening; they said they'd monitor it for 24 hours and call back.
- They called back the Tuesday evening following multiple instances of the box rebooting itself and told me to factory reset the box again, then said that the issue was probably now resolved. It was not.
- I called again on Wednesday morning following 3-4 more outages; they again told me to factory reset the box, then said that, because I "had 5-8 wireless devices connected to the Hub", this was "too many for the M125 package" and that I'd have to upgrade my package to M350 to solve the issue (and that, because I was out of contract, I needed to renew anyway to avoid losing services). This sounded incorrect to me since the Hub 3 handled that many devices fine on the M125 package but I went along with it anyway and signed up for the new, more expensive package. They said that this will fix the issue but that they'd call back at 6pm to make sure. Again, it did not fix the issue.
- They called back at 6pm and I reported that we had experienced two more instances of the Hub had rebooting itself in spite of the new package. They then said that they'd send out an engineer, but that I'd be charged if the issue wasn't VM's fault.
Every single outage/reboot lists the same thing four things in the network log following the outage/reboot (with different dates/times):
Wed 12/06/2024 23:45:07 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:07:18 | 3 | 16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:07:18 | 3 | Ranging Request Retries exhausted;CM-MAC=[removed];CMTS-MAC=[removed];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=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1; |
Is there any way to know what is causing this issue? Is it something I have done/can fix, or is it definitely something that requires an engineer being sent out? I don't wanna have someone come out unnecessarily, but they weren't willing to do any diagnostics on the phone beyond telling me to factory reset the box.
If there's any further information that I can provide, please let me know and I'll endeavour to do so. 🙂