on 08-09-2021 21:12
We've been a customer for 25 years, over the past 6 months our router has been rebooting randomly.
Called Virgin, managed to get an upgrade from the SuperHub2 to SuperHub3, same problem.
When operating, our Internet works fine. However, at random times, the router will kick everybody off and do an in-situ reboot (the lights flash and eventually come on again).
We've been through the gamut of troubleshooting - got a new router (same problem), removed ethernet cables etc. It turned out there was an electricity issue outside which has now been fixed.
We are at a loss as to what the issue is - I'll post details below.
Any help you could provide would be greatly appreciated: -
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 330750000 | Locked |
Ranged Upstream Channel (Hz) | 32599964 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 5 | 40 | 256 qam | 25 |
2 | 202750000 | 3.7 | 40 | 256 qam | 9 |
3 | 210750000 | 3.5 | 40 | 256 qam | 10 |
4 | 218750000 | 3.5 | 40 | 256 qam | 11 |
5 | 226750000 | 3.2 | 40 | 256 qam | 12 |
6 | 234750000 | 3.2 | 40 | 256 qam | 13 |
7 | 242750000 | 3 | 40 | 256 qam | 14 |
8 | 250750000 | 3.2 | 40 | 256 qam | 15 |
9 | 258750000 | 3.2 | 40 | 256 qam | 16 |
10 | 266750000 | 3.5 | 40 | 256 qam | 17 |
11 | 274750000 | 3.9 | 40 | 256 qam | 18 |
12 | 282750000 | 4.1 | 40 | 256 qam | 19 |
13 | 290750000 | 4.4 | 40 | 256 qam | 20 |
14 | 298750000 | 4.4 | 40 | 256 qam | 21 |
15 | 306750000 | 4.5 | 40 | 256 qam | 22 |
16 | 314750000 | 4.5 | 40 | 256 qam | 23 |
17 | 322750000 | 4.8 | 40 | 256 qam | 24 |
18 | 338750000 | 4.9 | 40 | 256 qam | 26 |
19 | 346750000 | 4.5 | 40 | 256 qam | 27 |
20 | 354750000 | 4.5 | 40 | 256 qam | 28 |
21 | 362750000 | 4.8 | 40 | 256 qam | 29 |
22 | 370750000 | 5.1 | 40 | 256 qam | 30 |
23 | 378750000 | 5 | 40 | 256 qam | 31 |
24 | 386750000 | 4.8 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 6 | 0 |
2 | Locked | 40.9 | 4 | 0 |
3 | Locked | 40.3 | 6 | 0 |
4 | Locked | 40.3 | 6 | 0 |
5 | Locked | 40.9 | 5 | 0 |
6 | Locked | 40.3 | 5 | 0 |
7 | Locked | 40.3 | 0 | 0 |
8 | Locked | 40.3 | 0 | 0 |
9 | Locked | 40.3 | 4 | 0 |
10 | Locked | 40.3 | 5 | 0 |
11 | Locked | 40.3 | 4 | 0 |
12 | Locked | 40.3 | 4 | 0 |
13 | Locked | 40.9 | 5 | 0 |
14 | Locked | 40.9 | 5 | 0 |
15 | Locked | 40.9 | 5 | 0 |
16 | Locked | 40.9 | 5 | 0 |
17 | Locked | 40.9 | 5 | 0 |
18 | Locked | 40.3 | 6 | 0 |
19 | Locked | 40.9 | 4 | 0 |
20 | Locked | 40.3 | 4 | 0 |
21 | Locked | 40.9 | 4 | 0 |
22 | Locked | 40.9 | 4 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 40.9 | 0 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32599964 | 35.3 | 5120 | 64 qam | 3 |
2 | 25799996 | 35.3 | 5120 | 64 qam | 4 |
3 | 39400034 | 35.3 | 5120 | 64 qam | 2 |
4 | 46200048 | 35.3 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 08-09-2021 21:13
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | k;fg87dsfd;kfoA,.iyewrkld |
Primary Downstream Service Flow
SFID | 25874 |
Max Traffic Rate | 115000000 |
Max Traffic Burst | 10000 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 23299 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
Network Log
Time Priority Description
08/09/2021 16:57:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:13:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:13:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:13:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:09:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:08:42 | 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=3.0; |
06/09/2021 12:06:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:40 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:36 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:06:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:04:49 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:04:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 12:04:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 08-09-2021 21:27
on 12-09-2021 13:15
Hi @daveypec,
Thank you for your posts and welcome back to our community forums. We're here to help.
I'm so sorry to hear that you've been having some reboot issues recently. Are these ongoing today? If so, have you followed the advice provided by @jbrennand yet regarding the router light and also setting up and sharing a live BQM?
Thanks,
18-09-2021 19:59 - edited 18-09-2021 20:00
Hi thank you for the reply!
The router was working fine this week and just did a reboot now.
I set up the BQM some time ago - here it is:
The big red block is when we turn it off at night and the small red band is when it just rebooted.
The reboot is not a wifi problem, it's an entire reboot of the router.
When it reboots, the router's yellow light flashes for about 10 seconds and then goes off. After that, the green lights appear and it takes about 5 minutes for them to disappear and the yellow light to come back.
I don't mind the Internet cutting out, my main concern is not knowing why it's happening.
As mentioned above, the exact same behaviour was occurring with the 2.0 superhub.
on 20-09-2021 20:26
Thanks for coming back to us @daveypec.
I have looked into your account and can see an issue on the system that would need a technician visit to resolve.
I can book the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
on 21-09-2021 18:21
Thanks for confirming your details via private message @daveypec.
I have arranged for the appointment and you can find all the information that you need about this on your online account by clicking My Account and Track Your Order.
Regards,
Steven_L
on 21-09-2021 19:36
27-09-2021 11:36 - edited 27-09-2021 11:37
Thank you for all the help and support.
The engineer came out, as promised, had a good look at the router, box (on the house), cable and the cabinet.
He found a small potential issue with the upstream but other than that it all seemed fine.
We presumed it must have been fixed because it worked again for a few days.
Unfortunately, this morning, it's rebooted again:
Big red block is where it's turned off at night and the small red block is the reboot.
on 29-09-2021 11:46
HI daveypec
Sorry this is happening again
Is it just this instance since or has it rebooted several times
Gareth_L