Virgin Media Community

[daveypec]

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

[daveypec]

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;

[jbrennand]

Thats a pretty much perfect set of Hub stats - someone else needs to comment on the logs.

It may just be a wifi issue. Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What colur is the Hub's base light and is it flashing or not when these disconnects happen?

A BQM will be informative - can you do this.....
______________________________

f you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[Zach_R]

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,
 

[daveypec]

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.

[Steven_L]

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

[Steven_L]

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

[Steven_L]

You're very welcome @daveypec and please let us know how the visit goes.

Regards,

Steven_L

[daveypec]

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.

[Gareth_L]

HI daveypec

Sorry this is happening again 

Is it just this instance since or has it rebooted several times

Gareth_L