Hub 3.0 drops out and restarts mutltple times each day.

[JonKemp12]

Hello,

we have been suffering intermittent disconnections for several weeks. An engineer did attend and made some adjustments a couple of weeks back but the issue continues.

Hera are the detailed values:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	258750000	6.5	38	256 qam	16
2	138750000	4.9	38	256 qam	1
3	146750000	4.4	38	256 qam	2
4	154750000	4.5	38	256 qam	3
5	162750000	5	38	256 qam	4
6	170750000	5.1	38	256 qam	5
7	178750000	5.5	38	256 qam	6
8	186750000	5.6	38	256 qam	7
9	194750000	5.8	38	256 qam	8
10	202750000	6	38	256 qam	9
11	210750000	6.1	38	256 qam	10
12	218750000	6	38	256 qam	11
13	226750000	6.3	38	256 qam	12
14	234750000	6	38	256 qam	13
15	242750000	6.4	38	256 qam	14
16	250750000	6.3	38	256 qam	15
17	266750000	6.5	38	256 qam	17
18	274750000	6.3	38	256 qam	18
19	282750000	6.6	38	256 qam	19
20	290750000	6.3	38	256 qam	20
21	298750000	7	38	256 qam	21
22	306750000	6.5	38	256 qam	22
23	314750000	7	38	256 qam	23
24	322750000	6.6	38	256 qam	24

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

1	Locked	38.6	5	0
2	Locked	38.6	29510	4
3	Locked	38.6	11	0
4	Locked	38.6	15	0
5	Locked	38.9	11	0
6	Locked	38.6	10	0
7	Locked	38.6	16	0
8	Locked	38.9	12	0
9	Locked	38.9	23	0
10	Locked	38.6	7	0
11	Locked	38.9	7	0
12	Locked	38.6	5	0
13	Locked	38.9	0	0
14	Locked	38.9	0	0
15	Locked	38.9	6	0
16	Locked	38.9	0	0
17	Locked	38.9	6	0
18	Locked	38.9	0	0
19	Locked	38.9	4	0
20	Locked	38.6	1	0
21	Locked	38.6	0	0
22	Locked	38.9	0	0
23	Locked	38.6	5	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	32600000	46.8	5120	64 qam	11
2	39400000	47.3	5120	64 qam	10
3	46200000	48	5120	64 qam	9
4	25800000	46.3	5120	64 qam	12

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

[Adduxi]

Stats all look fine.  Is the Hub actually rebooting, or just dropping the line?  Can you post the Network log please.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[JonKemp12]

BTW: Those are after going through the restart procedure. We are seeing T3 timeouts in the history.

From other posts, I set up a BQM and get:

 Which approximately matches with my observation.

Personally, I think the router is flakey!

Any ideas?

[JonKemp12]

Thank you! 

Here's the log. Please let me know if you still want me to try the factory reset as it is a little bit of a pain - I'll need to reset passwords again! 😄

Network Log

Time Priority Description

18/04/2022 09:54:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2022 05:08:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2022 05:08:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2022 02:26:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2022 02:26:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:51:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:49:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:48:38	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;
17/04/2022 21:44:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:44:14	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:44:14	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:43:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:42:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 21:42:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 19:16:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 14:56:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 14:56:6	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;
17/04/2022 14:51:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 14:51:54	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2022 14:51:54	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[JonKemp12]

Still really bad today! Can anyone help here? What can I do?:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	258750000	7.1	38	256 qam	16
2	250750000	7	38	256 qam	15
3	266750000	7.1	38	256 qam	17
4	274750000	7	38	256 qam	18
5	282750000	7.4	38	256 qam	19
6	290750000	7	38	256 qam	20
7	298750000	7.8	38	256 qam	21
8	306750000	7.1	38	256 qam	22
9	314750000	7.6	38	256 qam	23
10	322750000	7.5	38	256 qam	24
11	330750000	7.8	38	256 qam	25
12	338750000	7.8	38	256 qam	26
13	346750000	7.6	38	256 qam	27
14	354750000	7.6	38	256 qam	28
15	362750000	7.5	38	256 qam	29
16	370750000	7.8	38	256 qam	30
17	378750000	7.5	38	256 qam	31
18	386750000	7.6	38	256 qam	32
19	394750000	7	38	256 qam	33
20	402750000	7.4	38	256 qam	34
21	410750000	7	38	256 qam	35
22	418750000	7	38	256 qam	36
23	522750000	5.6	38	256 qam	37
24	530750000	5.8	38	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	485	98
2	Locked	38.9	785	35
3	Locked	38.9	682	60
4	Locked	38.9	503	39
5	Locked	38.9	465	39
6	Locked	38.6	415	35
7	Locked	38.6	306	34
8	Locked	38.9	294	42
9	Locked	38.9	196	42
10	Locked	38.6	310	41
11	Locked	38.9	160	147
12	Locked	38.6	213	27
13	Locked	38.9	138	33
14	Locked	38.6	171	35
15	Locked	38.6	121	33
16	Locked	38.9	138	30
17	Locked	38.9	130	38
18	Locked	38.9	112	25
19	Locked	38.9	94	26
20	Locked	38.9	101	20
21	Locked	38.6	93	19
22	Locked	38.9	67	16
23	Locked	38.9	63	3
24	Locked	38.6	40	13

Upstream bonded channels

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

1	32600000	46.3	5120	64 qam	11
2	39400000	47	5120	64 qam	10
3	46200000	47.5	5120	64 qam	9
4	25800005	45.8	5120	64 qam	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

 

[JonKemp12]

Network Log

Time Priority Description

19/04/2022 13:44:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:12:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:11:32	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;
19/04/2022 13:07:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:07:42	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:07:42	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:07:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:07:19	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:07:19	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:06:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 13:02:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:35:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:34:27	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;
19/04/2022 10:30:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:30:17	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:30:17	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:07:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:07:35	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:07:35	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2022 10:06:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Looks like you have a circuit problem, rather than a hub problem.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

VM will not dispatch any technicians when an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Travis_M]

Hi @JonKemp12

Thanks for posting on our community forum

Please keep an eye on your inbox and I'll drop you a private message to have a detailed look into this.

[Martin_N]

Please do let us know how your service is today JonKemp12.

^Martin

[JonKemp12]

Hi Martin,

no, still no improvement.

Looks like it dropped out around 12:10, 12:50 and 14:20 this afternoon.

Here is the link to the BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/17a88e14e8c7df5c40c15b495a765c5fc965f976

I hope someone can fix this!

Thank you,

 - jon