Cable Modem Reboot due to RG crash - Hub keeps rebooting

[LASPPT]

This keeps happening on my router and my Hub crashes and I lose all internet. Virgin Customer service has been looking into this for the last 1 month, and so far no joy, such terrible customer service. HELP! 

02-09-2023 19:48:05	critical	Cable Modem Reboot due to RG crash
02-09-2023 18:39:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 18:38:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 18:38:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 18:38:04	critical	Cable Modem Reboot due to RG crash
02-09-2023 03:16:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 03:16:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 03:16:06	critical	Cable Modem Reboot due to RG crash

[LASPPT]

Downstream bonded channels

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

1	330000000	7.6	37	QAM 256	25
2	138000000	8.1	38	QAM 256	1
3	146000000	8	38	QAM 256	2
4	154000000	8.2	38	QAM 256	3
5	162000000	8.1	38	QAM 256	4
6	170000000	7.9	38	QAM 256	5
7	178000000	8.2	37	QAM 256	6
8	186000000	8.3	37	QAM 256	7
9	194000000	8.5	37	QAM 256	8
10	202000000	8.3	37	QAM 256	9
11	210000000	8.6	37	QAM 256	10
12	218000000	8.5	37	QAM 256	11
13	226000000	8.3	37	QAM 256	12
14	234000000	8.2	37	QAM 256	13
15	242000000	8.2	37	QAM 256	14
16	250000000	7.9	37	QAM 256	15
17	258000000	7.8	37	QAM 256	16
18	266000000	7.8	37	QAM 256	17
19	274000000	7.5	37	QAM 256	18
20	282000000	7.7	37	QAM 256	19
21	290000000	7.9	37	QAM 256	20
22	298000000	7.8	37	QAM 256	21
23	306000000	7.7	37	QAM 256	22
24	314000000	7.7	37	QAM 256	23
25	322000000	7.9	37	QAM 256	24
26	338000000	7.5	37	QAM 256	26
27	346000000	7.7	37	QAM 256	27
28	354000000	7.6	37	QAM 256	28
29	362000000	7.6	37	QAM 256	29
30	370000000	7.6	37	QAM 256	30
31	378000000	7.4	37	QAM 256	31

Downstream bonded channels

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

1	Locked	37	173	0
2	Locked	38	6	0
3	Locked	38	8	0
4	Locked	38	10	0
5	Locked	38	10	0
6	Locked	38	22	0
7	Locked	37	18	0
8	Locked	37	16	0
9	Locked	37	21	0
10	Locked	37	18	0
11	Locked	37	32	0
12	Locked	37	21	0
13	Locked	37	44	0
14	Locked	37	47	0
15	Locked	37	45	0
16	Locked	37	70	0
17	Locked	37	48	0
18	Locked	37	82	0
19	Locked	37	87	0
20	Locked	37	112	0
21	Locked	37	97	0
22	Locked	37	146	0
23	Locked	37	168	0
24	Locked	37	158	0
25	Locked	37	129	0
26	Locked	37	186	0
27	Locked	37	185	0
28	Locked	37	192	0
29	Locked	37	203	0
30	Locked	37	225	0
31	Locked	37	218	0

[LASPPT]

Upstream bonded channels

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

0	60300000	33.8	5120	QAM 64	1
1	53700000	33.8	5120	QAM 64	2
2	46200000	34	5120	QAM 64	3
3	39400000	34.3	5120	QAM 64	4
4	32600000	34.3	5120	QAM 64	5
5	23600000	34.3	5120	QAM 64	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[LASPPT]

Network Log just for today - Crashed about 7 times

Time Priority Description

02-09-2023 23:55:34	notice	REGISTRATION COMPLETE - Waiting for Operational status
02-09-2023 23:55:28	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:55:23	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:55:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:55:08	notice	Honoring MDD; IP provisioning mode = IPv4
02-09-2023 23:54:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:54:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:54:31	critical	Cable Modem Reboot due to RG crash
02-09-2023 23:32:00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:31:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 23:31:42	critical	Cable Modem Reboot due to RG crash
02-09-2023 19:48:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:48:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:48:05	critical	Cable Modem Reboot due to RG crash
02-09-2023 18:39:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 18:38:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 18:38:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 18:38:04	critical	Cable Modem Reboot due to RG crash
02-09-2023 03:16:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 03:16:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 03:16:06	critical	Cable Modem Reboot due to RG crash
02-09-2023 00:11:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 00:11:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 00:11:27	critical	Cable Modem Reboot due to RG crash

[Client62]

There has been reports that RTSP stream / VRChat crashes / reboots Hub 5 - could that apply here ?

If yes, search for RTSP in this forum.

[LASPPT]

Thank you for your reply.

The only thing I use is Sonos, but the same happens even when I'm not playing music 😞 Don't really use VR, or stuff like that. 

[LASPPT]

Just got a message from Virgin saying that they are monitoring my network and... really?! 5 complete drops outs just today... 
VIRGIN MEDIA - Hi again. We've checked your connection and it's looking good. We'll keep an eye on it until 05/09/23 13:45:17.

[Tom_W1]

Hi @LASPPT thanks for your post here and I'm sorry to hear of the concerns you've raised here, 

How have things been your post please and mostly up to the 5th September, the date mentioned in your earlier post?

Many thanks

[LASPPT]

The same is still happening, I got crasg after crash, and got a text message fro Virgin that they were monitoring the connection for 24 hours and everything was looking great??? Really :(( 

07-09-2023 18:52:13	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-09-2023 18:52:02	critical	Cable Modem Reboot due to RG crash
07-09-2023 16:40:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-09-2023 16:40:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-09-2023 16:40:34	critical	Cable Modem Reboot due to RG crash
07-09-2023 08:48:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-09-2023 01:18:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-09-2023 01:18:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-09-2023 01:18:37	critical	Cable Modem Reboot due to RG crash
06-09-2023 01:02:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-09-2023 01:02:19	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-09-2023 01:02:07	critical	Cable Modem Reboot due to RG crash

[LASPPT]