Connecting to super hub 3 on 192.168.0.1 after losing broadband.

[Altech1]

I seem to get bouts where broadband is lost 3 or 4 times in a week consecutively bet ween 11pm and 01:30 am. It'll be ok then for a week or so then start again. When this happens I can't connect up to the hub on wifi (192.168.0.1) why is this? Surely you should be able to connect to the router whether or not you have broadband connection.

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[Tudor]

That timeframe is often when VM do maintenance on their network. I’ve had overnight outages for months and when you phone 150 they say they are working on a serious problem in the area.

[Akua_A]

Hi @Altech1

Welcome back to our community forums.

Sorry to hear you are experiencing disconnections during that time. We can understand the frustration caused.

How long has this issue been on going for? Do you have any 3rd party equipment connected? When this happens, what lights do you see on your router?

Please get back to us when you can.

Thanks,

[Altech1]

Hi Akua_A,

It has been going on for quite some time, maybe 6 months or more. As I said it is not all the time but it is not uncommon.

The only light showing when it happens is the long one at the bottom which is showing white.

I usually check on line using my ( non Virgin) mobile, there are no faults showing. After the last episode I copied the event log

26/05/2021 23:36:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 21:06:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:18:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:18:2	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 21:59:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 14:14:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 08:49:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 08:49:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2021 19:15:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 07:23:0	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 07:23:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2021 14:39:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 19:23:0	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 19:23:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 20:43:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 07:23:0	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 07:23:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 13:09:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 19:23:0	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 19:23:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The other thing I don't understand is that I cannot access the hub on 192.168.0.1 when the broadband is down, the network is still there so why is it not reachable?

Regards,

Altech1

[Hayley_S · Accepted solution]

Hello @Altech1,

I have located your account using your forums details, I can not see any known issues with your equipment.

Are you able to try doing a pinhole reset again? This usually helps eliminate any possible errors hidden in the Hub.

Many thanks,

[g0akc · Accepted solution]

“The other thing I don't understand is that I cannot access the hub on 192.168.0.1 when the broadband is down, the network is still there so why is it not reachable?”

Indeed you should be able to access the hub GUI in that situation - I guess the hub has got itself into a state - the GUI service not working or a networking issue?

A reboot should resolve until the next time - as to why - a bug in the hub firmware?

[Tudor · Accepted solution]

When the network is down you should certainly be able to contact the hub on an Ethernet cable connection, not sure about WiFi as the hub having a low powered CPU is spending all its time trying to reconnect to the CMTS.

[Altech1]

Thanks to all for the helpful replies.

I had thought that perhaps there was a fault with the hub but if it is commonplace then will have to put up with the occasional outages.

I did not do the full reset as the last time I tried a pinhole reset it took a while to get back into the hub as it would not accept either the original password or the one I had set, eventually for no apparent reason, it allowed me to rest the password.

Regards to all,

Altech1