Menu
Reply
  • 8
  • 0
  • 0
Vulkir
Joining in
358 Views
Message 1 of 14
Flag for a moderator

Hub 3.0 Randomly Restarting

Hey Everyone,

New to the forum and I have noticed that this is a problem many people have experienced but most solutions seem to be specific to that person so here we go.

My hub 3.0 randomly restarts itself almost on a daily basis and I can't for the life of me work out why. Whenever it drops, I check the status of the Wi-Fi in the local area but no errors are reported which makes me believe it is specific to my router. It seems to be a standard reset as after a few minutes I am back up and running but it is pretty irritating.

Any ideas on why this might be happening would be much appreciated!

Can provide logs if required!

Thanks for any help given Smiley Happy

0 Kudos
Reply
  • 3.71K
  • 441
  • 1.19K
Superuser
Superuser
313 Views
Message 2 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

Welcome to the forum and off to a good start by recognising that common problems posted here often have a cause / solution that is specific to an individual connection Smiley Happy

Let's start with some hub stats and logs. If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and they can help you out.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

  • 8
  • 0
  • 0
Vulkir
Joining in
304 Views
Message 3 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

Here are all the network logs. (2 parts as limited by maximum characters)
 
Heellllppppp meeeeeeee Smiley Happy
 
Thanks again!
  Network LogTime Priority Description
10/04/2019 19:02:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:27criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:29criticalNo Ranging Response received - T3 time-out;CM-MAC=18:35:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=18:35:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
10/04/2019 19:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:56Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=1**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2019 20:30:13criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=1**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
11/04/2019 20:30:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2019 20:30:15Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
11/04/2019 20:30:45criticalReceived 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;
11/04/2019 20:31:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
    Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000783.875512016 qam2
2325998913.6512016 qam5
3394000003.6512032 qam4
4462000003.75512032 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
        Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14187500000.738256 qam27
2186750000438256 qam7
31947500003.538256 qam8
42027500003.238256 qam9
52107500003.438256 qam10
62187500003.538256 qam11
72267500003.438256 qam12
82347500003.238256 qam13
92427500003.238256 qam14
10250750000338256 qam15
11258750000340256 qam16
122667500002.938256 qam17
132747500002.238256 qam18
142827500002.538256 qam19
152907500002.438256 qam20
162987500002.538256 qam21
173067500002.238256 qam22
183147500002.238256 qam23
193227500002.738256 qam24
204027500000.937256 qam25
214107500000.738256 qam26
224267500000.538256 qam28
234347500000.537256 qam29
244427500000.437256 qam30
0 Kudos
Reply
  • 8
  • 0
  • 0
Vulkir
Joining in
303 Views
Message 4 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

Here is Part 2 Smiley Happy     Downstream bonded channels

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

1Locked38.6290
2Locked38.6230
3Locked38.9260
4Locked38.670
5Locked38.9100
6Locked38.9120
7Locked38.9220
8Locked38.9190
9Locked38.6190
10Locked38.990
11Locked40.380
12Locked38.9130
13Locked38.9160
14Locked38.9130
15Locked38.6230
16Locked38.6150
17Locked38.6140
18Locked38.6210
19Locked38.920
20Locked37.6350
21Locked38.6490
22Locked38.6310
23Locked37.6340
24Locked37.638

0

0 Kudos
Reply
  • 1.22K
  • 59
  • 80
Forum Team
Forum Team
283 Views
Message 5 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

Hi Vulkir,

 

I think this is something you would need to talk to our service assurance team about.

 

If you call our team on 0345 454 1111 or we can do this via online chat to resolve this issue for you.

 

David_Bn

0 Kudos
Reply
  • 8
  • 0
  • 0
Vulkir
Joining in
267 Views
Message 6 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

It also keeps resetting itself to factory default (almost daily) which is frustrating as all of my electrical devices do not function until I re-set up the hub again with the correct name and password etc.

It would seem to me that this is a Router issue so are you able to replace the router I currently have? 

 

Thanks

 

0 Kudos
Reply
  • 1.17K
  • 67
  • 103
Forum Team
Forum Team
252 Views
Message 7 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

Hi Vulkir,

 

Thank you for reaching out to us in our community.

 

I am really sorry that you haven't been able to resolve this issue I can appreciate the frustration.

 

I would like to invite you to a private chat so I can run some diagnostics and get you a new router if required.

 

I will send you a chat request shortly, please click on the purple envelope.

 

Many thanks.

 

Paul. 

0 Kudos
Reply
Highlighted
  • 3.71K
  • 441
  • 1.19K
Superuser
Superuser
247 Views
Message 8 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting


@Vulkir wrote:

It also keeps resetting itself to factory default (almost daily) which is frustrating as all of my electrical devices do not function until I re-set up the hub again with the correct name and password etc.

It would seem to me that this is a Router issue so are you able to replace the router I currently have? 


For future reference that is quite a key bit of information that might have helped resolve your issue sooner.

Hopefully the VM staff are arranging a new hub for you.  Please let us know if a new hub does indeed resolve the issue.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

0 Kudos
Reply
  • 8
  • 0
  • 0
Vulkir
Joining in
189 Views
Message 9 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

To be fair, only recently changed the name of the Hub so until that point, had no idea it was actually resetting itself!

 

I'll post as soon as there is a resolution Smiley Happy

 

 

0 Kudos
Reply
  • 1.17K
  • 67
  • 103
Forum Team
Forum Team
188 Views
Message 10 of 14
Flag for a moderator

Re: Hub 3.0 Randomly Restarting

Hi Vulkir.

 

Thank you for coming back to us. So i can look into this for you please click on the purple envelope i sent you ,

 

Kind regards.

 

Paul.

0 Kudos
Reply