Hub 3.0 keeps dropping WiFi connection and rebooting

[Ajsyeti]

Hi, can anyone help me please?

Over the past month we've had several instances where hub has just dropped connect, came back up, dropped again and so on.

A few times this has coincided with issues in the area so assumed it was street/national issues, but today it's been up and down like a kangaroo on a pogo stick, yet the VM service status page are showing green status across the board.

This morning (around 9:00 am) WiFi and ethernet connected devices lost internet connection, Virgin TV froze, SSID vanished from WiFi devices and the front LED was showing the boot cycle (Solid white > red > flashing green > solid green > flashing white > solid white )

I spent an hour on hold this morning waiting to speak to someone, (by which time it was back up and running) only to be told "I can see it's online" and "to reboot the hub". I explained I had already rebooted it, cycled the power switch and had done a pinhole reset. He finished off by saying he had "refreshed the signal"!

Having already lost 2hrs work, I left it at that but then this evening, it's just done it again. I called 150 again and got through to someone I struggled to understand and explained what had happened earlier. He told me same thing as other guy. I asked if he could check the hub log but said he couldn't see that. I asked if I can request new hub/engineer visit but he just gave me the 0800 561 0061 number and told me to install the mobile app to book an engineer.

Can someone please take a look at hub info below and tell me if anything looks untoward please and what do I do next? (apologies if formatting is rough)

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	667000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	667000000	13.3	36	256 qam	33
2	491000000	12.9	36	256 qam	11
3	499000000	12.8	36	256 qam	12
4	507000000	12.5	36	256 qam	13
5	515000000	12.4	36	256 qam	14
6	523000000	12.5	36	256 qam	15
7	531000000	12.6	37	256 qam	16
8	539000000	12.5	36	256 qam	17
9	547000000	12.3	36	256 qam	18
10	555000000	12.3	37	256 qam	19
11	563000000	12	37	256 qam	20
12	571000000	11.8	37	256 qam	21
13	579000000	11.9	37	256 qam	22
14	587000000	12.1	37	256 qam	23
15	595000000	12.5	37	256 qam	24
16	603000000	12.4	36	256 qam	25
17	611000000	12.6	37	256 qam	26
18	619000000	12.6	37	256 qam	27
19	627000000	12.5	36	256 qam	28
20	635000000	12.6	36	256 qam	29
21	643000000	12.9	36	256 qam	30
22	651000000	13.1	36	256 qam	31
23	659000000	13	36	256 qam	32
24	675000000	13.5	36	256 qam	34
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	36.6	15	0
2	Locked	36.3	11	0
3	Locked	36.3	10	0
4	Locked	36.6	12	0
5	Locked	36.6	9	0
6	Locked	36.6	11	0
7	Locked	37.3	8	0
8	Locked	36.6	9	0
9	Locked	36.6	8	0
10	Locked	37.3	11	0
11	Locked	37.3	9	0
12	Locked	37.6	11	0
13	Locked	37.6	9	0
14	Locked	37.3	6	0
15	Locked	37.6	7	0
16	Locked	36.6	2	0
17	Locked	37.3	8	0
18	Locked	37.6	9	0
19	Locked	36.6	11	0
20	Locked	36.6	15	0
21	Locked	36.3	13	0
22	Locked	36.6	11	0
23	Locked	36.6	12	0
24	Locked	36.6	9	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	36	5120	64 qam	1
2	39400000	35.8	5120	64 qam	2
3	32600000	35.5	5120	64 qam	3
4	25800000	35	5120	64 qam	4
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
General Configuration
Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm
Primary Downstream Service Flow
SFID	26018
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0
Primary Upstream Service Flow
SFID	26017
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort
Network Log
Time	Priority	Description
16/07/2021 19:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 08:04	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 00:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 13:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 12:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 21:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 10:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 12:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 22:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 15:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:33	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:28	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:24	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

All your downstream power levels are way too high. You probably need an attenuator fitted, it’s a technician’s visit to rectify. If you have no joy on 150 again a VM staff member will get to your post within a few days.

[Ajsyeti]

Hi Tudor,

Thank you for your (prompt) response.

Is it likely that the higher than normal levels are responsible for the reboots/connection loss, or are they possibly a symptom of a wider hardware/street cabinet problem?

I've checked the F Connector is screwed finger tight but other than that, could anything else be causing the reboots/drops?

Kind Regards,

[Sofia_B · Accepted solution]

Hi @Ajsyest. 

Welcome to the community and thanks for your first post, we're happy to have you with us. 🙂 

I'm sorry to hear you're having disconnection issues, I appreciate this is frustrating and we apologise for any inconvenience caused. 

I've managed to locate your account and I can see there's an issue with your downstream levels. I've booked a technician in to come get this resolved for you, you can view details of the appointment via your My Virgin Media account. If this doesn't work for you, you'll also be able to amend this here. 

Please keep us updated on how the appointment goes. 

Thanks, 

[Ajsyeti]

Hi, thank you so much for that, I will post  back after engineer visit and let you know how I get on.

Kind regards,

[Sofia_B]

No worries at all @Ajsyeti. 

Thanks so much 🙂 

[Ajsyeti]

Hi,

I'm so sorry but I had to cancel engineer, as due to work commitments, I'm having to work from the office this week.

I will most definitely be working from home next Monday (26th July) and Tuesday (27th July)  if it's possible to schedule engineer for  those dates?

Kind Regards,

[Kath_F]

Hi Ajsyeti, 

Thanks for coming back to us. As well as cancelling the engineer through My VM, you are able to reschedule it for another time so if you do need a new date, you can sign in to change it. 

As you cancelled it, I have rebooked it for you for the date you have chosen. Just log in here to view the time slot 🙂

If you have any further issues, pop back and let us know.

Thanks,

[Ajsyeti]

Thanks so much for that. We actually had a message that they could fit is in on 21st (today) which we accepted (as wife was home), but then got a subsequent message to say that the engineer visit was on hold whilst they investigated a local issue which may have been causing the issue.

This morning we had an update to say issue had been resolved and to reboot hub (which I have done). So far, so good but as the issue was intermittent - I won't know right away.

I've included updated info in case you want to check to see if remedied.

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	667000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	667000000	12.3	36	256 qam	33
2	491000000	12	36	256 qam	11
3	499000000	11.9	36	256 qam	12
4	507000000	11.5	36	256 qam	13
5	515000000	11.5	37	256 qam	14
6	523000000	11.6	37	256 qam	15
7	531000000	11.8	37	256 qam	16
8	539000000	11.5	37	256 qam	17
9	547000000	11.4	37	256 qam	18
10	555000000	11.4	37	256 qam	19
11	563000000	11	37	256 qam	20
12	571000000	11	37	256 qam	21
13	579000000	11	37	256 qam	22
14	587000000	11.3	37	256 qam	23
15	595000000	11.5	37	256 qam	24
16	603000000	11.4	37	256 qam	25
17	611000000	11.9	37	256 qam	26
18	619000000	11.8	37	256 qam	27
19	627000000	11.6	36	256 qam	28
20	635000000	11.6	36	256 qam	29
21	643000000	12	36	256 qam	30
22	651000000	12.3	36	256 qam	31
23	659000000	12.1	36	256 qam	32
24	675000000	12.5	36	256 qam	34
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	36.3	14	0
2	Locked	36.6	6	0
3	Locked	36.6	5	0
4	Locked	36.3	6	0
5	Locked	37.3	0	0
6	Locked	37.3	6	0
7	Locked	37.3	5	0
8	Locked	37.3	11	0
9	Locked	37.3	6	0
10	Locked	37.3	6	0
11	Locked	37.3	6	0
12	Locked	37.3	5	0
13	Locked	37.3	5	0
14	Locked	37.6	7	0
15	Locked	37.3	13	0
16	Locked	37.3	8	0
17	Locked	37.3	9	0
18	Locked	37.3	9	0
19	Locked	36.6	8	0
20	Locked	36.6	13	0
21	Locked	36.3	14	0
22	Locked	36.6	15	0
23	Locked	36.6	12	0
24	Locked	36.6	2	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600000	35.5	5120	64 qam	3
2	39400000	35.8	5120	64 qam	2
3	46200000	36.3	5120	64 qam	1
4	25800000	35	5120	64 qam	4
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
General Configuration
Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm
Primary Downstream Service Flow
SFID	29226
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0
Primary Upstream Service Flow
SFID	29225
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort
Network Log
Time	Priority	Description
21/07/2021 08:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:36	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;
20/07/2021 08:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Kind Regards,

Adam

[lotharmat]

D/S power is still too high - you'll still need a tech visit!