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Phybersaur's avatar
Phybersaur
Tuning in
10 months ago

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
5MIMO 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
316 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
3Ranging Request Retries exhausted;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:21
3No 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. 🙂

10 Replies

  • I saw on other threads that a BQM might be helpful so I set one up just after midday and it managed to capture a reboot/outage about 15 mins ago: 

    I'm not sure what insight it might provide but thought I'd include it anyway. I'm not sure how to embed the live graph but it can be found here.

    ---

    Cable Modem Status
    Online
    DOCSIS 3.1
    Primary downstream channel
    Locked
    SC-QAM
    DOCSIS 3.0 channels
    31
    4
    DOCSIS 3.1 channels
    1
    0

    ---

    3.0 Downstream channels

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

    406902500001.839QAM25640
    124502500002.340.4QAM25612
    104342500002.340.4QAM25610
    114422500002.139QAM25611
    134582500001.539QAM25613
    144662500001.539QAM25614
    154742500001.139QAM25615
    164822500000.839QAM25616
    174902500000.939QAM25617
    184982500001.238.6QAM25618
    195062500001.340.4QAM25619
    205142500001.339QAM25620
    21522250000138.6QAM25621
    22530250000139QAM25622
    235382500001.440.4QAM25623
    245462500001.639QAM25624
    255542500002.140.4QAM25625
    265622500002.340.4QAM25626
    275702500002.640.4QAM25627
    285782500002.740.4QAM25628
    295862500002.839QAM25629
    305942500003.139QAM25630
    316022500002.739QAM25631
    326102500002.639QAM25632
    336182500002.340.4QAM25633
    346262500001.838.6QAM25634
    356342500001.839QAM25635
    366582500001.738.6QAM25636
    376662500001.339QAM25637
    386742500001.338.6QAM25638
    396822500001.839QAM25639



    3.0 Downstream channels

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

    40Locked38.98326100
    12Locked40.36628700
    10Locked40.36628700
    11Locked38.98326100
    13Locked38.98326100
    14Locked38.98326100
    15Locked38.98326100
    16Locked38.98326100
    17Locked38.98326100
    18Locked38.60537700
    19Locked40.36628700
    20Locked38.98326100
    21Locked38.60537700
    22Locked38.98326100
    23Locked40.36628700
    24Locked38.98326100
    25Locked40.36628700
    26Locked40.36628700
    27Locked40.36628700
    28Locked40.36628700
    29Locked38.98326100
    30Locked38.98326100
    31Locked38.98326100
    32Locked38.98326100
    33Locked40.36628700
    34Locked38.60537700
    35Locked38.98326100
    36Locked38.60537700
    37Locked38.98326100
    38Locked38.60537700
    39Locked38.98326100
  • My previous reply got deleted; not sure why? But here's the data from the Hub:

    3.0 Downstream channels

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

    406902500001.939QAM25640
    124502500002.340.4QAM25612
    104342500002.440.4QAM25610
    114422500002.239QAM25611
    134582500001.639QAM25613
    144662500001.639QAM25614
    154742500001.139QAM25615
    164822500000.939QAM25616
    17490250000139QAM25617
    184982500001.239QAM25618
    195062500001.340.9QAM25619
    205142500001.439QAM25620
    215222500001.139QAM25621
    225302500001.138.6QAM25622
    235382500001.440.4QAM25623
    245462500001.639QAM25624
    255542500002.140.4QAM25625
    265622500002.440.9QAM25626
    275702500002.740.4QAM25627
    285782500002.840.4QAM25628
    295862500002.939QAM25629
    305942500003.239QAM25630
    316022500002.839QAM25631
    326102500002.639QAM25632
    336182500002.440.4QAM25633
    346262500001.939QAM25634
    356342500001.839QAM25635
    366582500001.738.6QAM25636
    376662500001.438.6QAM25637
    386742500001.439QAM25638
    396822500001.939QAM25639



    3.0 Downstream channels

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

    40Locked38.98326100
    12Locked40.36628700
    10Locked40.36628700
    11Locked38.98326100
    13Locked38.98326100
    14Locked38.98326100
    15Locked38.98326100
    16Locked38.98326100
    17Locked38.98326100
    18Locked38.98326100
    19Locked40.94620900
    20Locked38.98326100
    21Locked38.98326100
    22Locked38.60537700
    23Locked40.36628700
    24Locked38.98326100
    25Locked40.36628700
    26Locked40.94620900
    27Locked40.36628700
    28Locked40.36628700
    29Locked38.98326100
    30Locked38.98326100
    31Locked38.98326100
    32Locked38.98326100
    33Locked40.36628700
    34Locked38.98326100
    35Locked38.98326100
    36Locked38.60537700
    37Locked38.60537700
    38Locked38.98326100
    39Locked38.98326100



    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    41964K1840QAM4096759


    3.1 Downstream channels

    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    41Locked40-1690936260

     

    • Phybersaur's avatar
      Phybersaur
      Tuning in

      3.0 Upstream channels

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

      132600000435120 KSym/secQAM647
      23940000043.35120 KSym/secQAM646
      325800000435120 KSym/secQAM648
      44620000043.35120 KSym/secQAM645

       

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

       

      Network Log

      Time Priority Description

      Thu 13/06/2024
      13:50:37
      5MIMO 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
      00:05:21
      316 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:05:21
      3Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:17
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 12/06/2024
      23:45:07
      5MIMO 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
      00:07:18
      316 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:18
      3Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:21
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 12/06/2024
      21:08:56
      5MIMO 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
      316 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:11
      3Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:23
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 12/06/2024
      20:39:33
      5MIMO 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
      00:06:44
      316 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:06:44
      3Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:22
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 12/06/2024
      14:57:38
      5MIMO 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
      316 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:07:52
      3Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:20
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed 12/06/2024
      12:48:15
      5MIMO 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
      00:15:46
      5B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:10:03
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:10:00
      316 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:10:00
      3Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:04:04
      3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu 01/01/1970
      00:01:29
      4Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Yet another upsell from VM to sort out a bad circuit…..  The 16 T3’s are not good and would suggest noise on the line?  However the US Stats are not recording these, possibly due to the reboots. Setup a BQM to monitor and record these outages www.thinkbroadband.com/ping

    This will give evidence of the circuit failures. 

    • Phybersaur's avatar
      Phybersaur
      Tuning in

      Hey Adduxi, thanks for your reply! 😊

      I did have it embedded in my original reply but that reply disappeared and wasn't sure if the embedded graph was why.

      I'll embed it here:

      My Broadband Ping - VM Home Broadband Connection

      The big red bar was the most recent outage/reboot at around 13:40.

      Thanks again! 😊

    • Phybersaur's avatar
      Phybersaur
      Tuning in

      Just as an update to your comment about VM upselling to get issues sorted:

      I noticed that I hadn't received an email or text confirmation about the engineer coming out tomorrow morning, so I just called back and they confirmed that they had no record of an engineer appointment having been arranged. 🙈

      After explaining the internet situation again and go through the same questions as the past couple of times, they said they had to speak to their supervisor about it and put me on hold for 10 mins.

      They got back to me and said they had to "get manager approval for this one" before they could send out an engineer? Not sure what that means but they did eventually agree to send out an engineer for tomorrow evening. 🤞

      I don't really like complaining but the fact that customer service sold me a package I didn't need that didn't fix the problem, then said that they'd send an engineer out to fix the problem they couldn't solve and didn't actually book it is really poor service. 😔

      • Adduxi's avatar
        Adduxi
        Very Insightful Person

        Phybersaur wrote:

         

        <snip>

        That customer service sold me a package I didn't need that didn't fix the problem 


        AFAIK you're not the first and I'm sure you wont be the last.

  • Just as an update:

    The engineers came out this morning and said that it's a common problem in our area (Oxford) with the Hub 4; it works fine in the surrounding areas (Swindon, Aylesbury, etc.) but, for some reason, it has these kinds of issues here.

    They said that the best fix would just be to swap back to a Hub 3, so we did that and everything seems to be working fine for now. 👍

    Not 100% sure what the issue was but they mentioned cabling so it might've been something to do with DOCSIS 3.1, I guess, since that's the only major difference between the Hub 3 and Hub 4 (that I'm aware of)?

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta

      It's a complete load of gollox, what the tech/engineers said about the Hub 4.  If it "works fine in surrounding areas" it's because those areas don't have the circuit problem that your area is facing.

      And yes, the big difference between Hub 3 & Hub 4 is that the latter allows DOCSIS 3.1, which increases capacity in your locality for the same amount of fibre back to the VM end.  Other than that, the Hub 3 is a bad news device as this forum clerarly reports.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team

      Hi Phybersaur 

      Welcome to the community forums 

      Sorry to hear of the issues you've had since the Hub 4 was installed. 

      Glad that the engineer helped by swapping you back to the Hub 3 and that all seems to working for you again. Please do let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.