Forum Discussion

benek's avatar
benek
Tuning in
2 years ago

White light on Superhub goes off – what does that mean?

I've been noticing that the white light on my Superhub is occasionally turning off for around 5-10 seconds and will then come on again. I'm wondering why it's doing this and how to fix it?

I have a Superhub for the Giga service. Last week I had an internet outage which lasted around 36 hours, but this has now been fixed. Since then I've been noticing that every now and then some of my devices will have dropped off my WiFi network and I didn't know why, but I'm now guessing that this could be linked to the white light going off on my Superhub.

If anyone has any ideas on why the white light on my Superhub might be switching off I'd be grateful.

Thank you

  • benek's avatar
    benek
    Tuning in
    2 years ago

    For what it's worth I recorded a quick vid to show exactly what I mean. Every few minutes or so the white light just goes off for a few seconds and then comes back on. To me this is unusual, I've had the Superhub 5 for around 6 months now and it hasn't done this before. There was a service outage for nearly 2 days just last week and I'm wondering whether that has anything to do with it. It's not dropping the internet connection, or at least not that I notice and I'm working online nearly all day every day, but I have noticed that a few of my Wi-Fi devices are dropping off the network quite a lot which again is very unusual.

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      Flashing white light on the Hub5 usually means it is rebooting - thats not normal - look in the Hub settings ->  network logs... and see what it is reporting.

  • benek's avatar
    benek
    Tuning in
    2 years ago

    Hey jbrennand, thanks for responding, The hub isn't rebooting, that's something I would most definitely notice. I'm working 5 days a week over a LucidLink server connection also with several devices connected to the Wi-Fi, I notice immediately when the internet goes down which it would with a hub reboot. The white light isn't flashing, if you look at the .gif above you'll see that it's going off for a few seconds and then coming back on, quite different to the flashing you get when rebooting.

    I've taken a grab of my Network Log and I can see that there are lots of warnings going back the whole day, so my guess is that there's a problem at Virgin's end. As I mentioned above, there was an outage on my V network last week for nearly 2 days which has never happened to me with Virgin over the past 5 years, so it was quite abnormal. Virgin said the problem had been fixed, but I'm wondering whether there could still be something not right at their end.

  • benek's avatar
    benek
    Tuning in
    2 years ago

    This is just some of the text from the above Network Log in case it's too hard to read on the jpeg

    30-11-2023 17:57:54warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 16:52:34noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 16:52:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 15:34:13noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 15:32:48noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 15:14:09noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 15:11:12noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 15:00:07noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 14:54:24noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 14:44:19noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 14:28:30noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 14:25:55noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:03:29noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:03:01noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:59warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:55noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:53warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:50noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 3 4 5 6 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:33warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:22noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 1 2 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:19noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 6 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:19warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:13warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    30-11-2023 12:02:12noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 1 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • benek's avatar
    benek
    Tuning in
    2 years ago

    The test just says they can’t see any issues affecting my area. Looking at my Network Log again I can see that there have been 'warning MDD message timeout' messages and notices all throughout night. I guess I really need someone from Virgin to look into this.

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      Double check.  Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

  • benek's avatar
    benek
    Tuning in
    2 years ago

    Hey jbrennand, yes I've called that number and it tells me the same thing as the online service status, which is that there are no faults in my area. The thing is the service does actually seem to be OK, so maybe I should just stop worrying about it. It's just that I'm seeing the white light on my Hub go off and on all the time and in my Network Logs I'm seeing a very unusual and continuous amount of warnings and notices.

    This is an example of the warnings;
    warning MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    And this is an example of the notices;
    01-12-2023 12:20:57 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    01-12-2023 12:20:46 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    And these notices and warnings are just going on for the whole day each and every day, so clearly there's an issue somewhere with something.

    • benek's avatar
      benek
      Tuning in
      2 years ago

      This is a new error message I haven't seen before; I would be grateful if someone from Virgin could chime in here to help shed some light on why I'm seeing continuous notices, warnings and errors in my Network Log. As I've mentioned above, there was an outage here for a couple of days last week due to a Virgin 'network' problem and since that was fixed I'm now seeing continuous warnings in my network log.

      02-12-2023 15:59:52errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        Hey benek, thank you for reaching out and I am sorry to hear this.

        I have taken a look at our side and I can confirm there isn't any current outage and everything is look great from our side your levels are wonderful.

        With the light sometimes they can fade but its still working I wouldn't worry about that.

        Please can you post your BQM here once I see that we can look at running some other tests. Cheers 

  • benek's avatar
    benek
    Tuning in
    2 years ago

    It seems the problem has now come back… will be speaking to Virgin today about this.

    07-12-2023 01:05:55noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-12-2023 00:59:35noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-12-2023 00:22:44noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 23:41:36noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 23:39:02noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 22:47:47noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 22:45:59noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 22:08:42noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 22:06:59noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 18:06:23criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 18:06:23critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 18:05:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 16:41:42noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 16:27:58noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 16:21:29noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 15:47:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-12-2023 15:45:09noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Hi benek 

      I can see you were in PM with my colleague Vikki in relation to this. 

      If you do respond there directly, she'll assist further as advised previously. 

      Thanks