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Samchovski
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Hub 3.0 constantly restarting

Hello, i am speaking for my mother as she doesn't like this type of stuff (i'm 13 by the way). Recently our Virgin Media Hub 3.0 has been experiencing issues with constantly restarting and disconnecting everyone off the network. I have the logs that the box has been outputting and there's a constant repeat in the cycle with warnings and critical errors which i suspect is the cause of the restarting. I have checked wire connections and there all fine. This has come out of the blue so i have no idea of the cause but in the logs it seems that a lot of timeouts are occurring. Here's the logs and downstream/upstream info.

 

Time Priority Description

2018-09-23 15:49:02.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:49:03.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:49:03.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:09.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:09.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:12.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:12.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:16.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:16.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:17.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:17.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:18.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:24.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:38.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:38.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:39.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:42.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:42.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:42.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-23 15:50:42.00Warning!RCS Partial Service;CM-MAC=c0:05

 

 

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
 

 

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13230000002.938256 qam24
23150000002.938256 qam23
33070000002.738256 qam22
42990000002.438256 qam21
5291000000238256 qam20
6283000000238256 qam19
72750000001.738256 qam18
82670000001.538256 qam17
92590000001.538256 qam16
102510000001.438256 qam15
112430000001.438256 qam14
122350000001.538256 qam13
132270000001.738256 qam12
142190000001.738256 qam11
152110000001.938256 qam10
162030000001.938256 qam9
171950000001.940256 qam8
18187000000238256 qam7
191790000001.940256 qam6
20171000000238256 qam5
21163000000240256 qam4
221550000001.940256 qam3
231470000001.740256 qam2
241390000001.738256 qam1


 

 

Thank you for reading, hopefully is can be resolved/fixed.

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Samchovski
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Re: Hub 3.0 constantly restarting

There wasn't enough space for all of it, so here's the rest:

 

Downstream bonded channels

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

1Locked38.9895161613042
2Locked38.91324523930483
3Locked38.91902502419716
4Locked38.650866310884138
5Locked38.9727623560
6Locked38.6482651717232
7Locked38.94916900031689
8Locked38.975262130429
9Locked38.62522029887
10Locked38.625869018363
11Locked38.922372314252
12Locked38.919897221546
13Locked38.9145160918334
14Locked38.9133690938457954
15Locked38.9968870033933
16Locked38.9271253623388
17Locked40.91668811634328
18Locked38.93773678834858
19Locked40.31645268621571
20Locked38.92427030720246
21Locked40.31338939318789
22Locked40.940693939565
23Locked40.3696707112719
24Locked38.91461551710069

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620000045512064 qam1
22440000044512064 qam4
33100000044.5512064 qam3
43760000044.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

 

Looking at the fact on the 2nd half of downstream info with all those pre RS errors and post RS errors that may be an issue but im not to sure what they are currently

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Forum Team (Retired) Emma_E
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Re: Hub 3.0 constantly restarting

Hi Samchovski,

 

Welcome to the forums, I am sorry to see you have been having trouble with your connection.

 

I have taken a look and it seems you are affected by fault ref F006580963 for SNR and FECS . This has now been resolved and the connection is looking good from this side.

 

If you are still having trouble wlt us know and we will be happy to take a look for you.

 

All the best

 

Emma


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Samchovski
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Re: Hub 3.0 constantly restarting

Thank you very much!

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