Daily superb reboots required

[RahimC]

Hi

Curious to know if anyone else has experienced these issues - in SW London in particular and has any solutions?

Broadband has largely been fine for many years, however back in Sept in SW London we've had no end of issues.  My broadband is going down 2-10 times per day and only returning after a router reboot.  On bad days I simply give up restarting and work using mobile data so not clear to me what the upper bound of restarts is.

Virgin did 'upgraded' me to super-hub 3 which may have anecdotally reduced the frequency of reboots, but on a good day it's still at least twice per day.

When I run the usual Virgin service check I usually get a notification the following notification:

However, when I speak to support, they either feign ignorance or simply ask me to restart/try again later.  This has been going on since 20th September.  I'm not sure whether it's now at a point where I simply have to end my agreement and/or whether anyone else will be any better.

No engineer has been around despite over 20 calls to Virgin over this period.  To be fair, most days I simply can't hang around for extended periods trying to speak to someone in support.  I was also told as my broadband is working for even a short period each day I am not entitled to any compensation.

My only short term fix is adding a remote powered restart switch so I can reboot my router remotely.  But it's still a pain when all my smart devices expect to be connected 24x7.

[Tudor]

Please post some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[RahimC]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	171000000	9	40	256 qam	5
2	139000000	10.1	40	256 qam	1
3	147000000	9.9	40	256 qam	2
4	155000000	9.4	40	256 qam	3
5	163000000	9.1	40	256 qam	4
6	179000000	9	40	256 qam	6
7	187000000	9.1	40	256 qam	7
8	195000000	9.1	40	256 qam	8
9	203000000	8.9	38	256 qam	9
10	211000000	7.4	38	256 qam	10
11	219000000	7.9	38	256 qam	11
12	227000000	8.6	38	256 qam	12
13	235000000	8.8	38	256 qam	13
14	243000000	8.5	38	256 qam	14
15	251000000	8.4	40	256 qam	15
16	259000000	8.3	38	256 qam	16
17	267000000	8.6	38	256 qam	17
18	275000000	9.3	38	256 qam	18
19	283000000	9.3	38	256 qam	19
20	291000000	9	38	256 qam	20
21	299000000	8.8	38	256 qam	21
22	307000000	8.4	38	256 qam	22
23	315000000	8	38	256 qam	23
24	323000000	7.6	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	0	0
2	Locked	40.9	4	0
3	Locked	40.3	5	0
4	Locked	40.3	6	0
5	Locked	40.9	4	0
6	Locked	40.3	5	0
7	Locked	40.3	5	0
8	Locked	40.9	3	0
9	Locked	38.9	4	0
10	Locked	38.9	0	0
11	Locked	38.6	4	0
12	Locked	38.9	6	0
13	Locked	38.9	4	0
14	Locked	38.9	6	0
15	Locked	40.3	4	0
16	Locked	38.9	0	0
17	Locked	38.9	5	0
18	Locked	38.9	4	0
19	Locked	38.9	3	0
20	Locked	38.9	4	0
21	Locked	38.9	6	0
22	Locked	38.6	6	0
23	Locked	38.6	6	0
24	Locked	38.9	6	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600000	39	5120	64 qam	3
2	23600000	37.5	5120	64 qam	5
3	30100000	39	5120	64 qam	4
4	43100000	39	5120	64 qam	2
5	49600000	41.5	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Network Log

Time	Priority	Description
14/11/2022 12:56:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 12:41:56	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;
14/11/2022 12:41:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 12:11:57	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;
14/11/2022 12:11:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 11:41:56	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;
14/11/2022 11:41:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 10:55:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2022 12:48:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2022 10:34:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2022 10:33:34	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2022 10:32:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2022 10:32:22	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 23:26:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 14:28:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 14:28:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 14:28:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 14:28:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 14:27:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 14:27:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Alex_RM]

Hi RahimC,

Thanks for posting and welcome to our community 🙂

Sorry to see you've had some issues with your connection.

I've not been able to locate any details for you from here, so I've popped you over a private message (purple envelope top right hand corner) to get a few more details from you.

Alex_Rm

[RahimC]

Thanks.  The issues seem to have been resolved with no action my end, so assume that whatever intermittent works or issues that have been going on since September are now resolved. Fingers crossed this is the end of it.

[Carley_S]

Thank you for letting us know this seems to have been resolved for you now @RahimC

Please 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 :).