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Ajsyeti
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Message 1 of 11
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Hub 3.0 keeps dropping WiFi connection and rebooting

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     
ItemStatusComments   
Acquired Downstream Channel (Hz)

667000000

Locked

   
Ranged Upstream Channel (Hz)

46200000

Locked

   
Provisioning State

Online

    
      
Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
166700000013.336256 qam33
249100000012.936256 qam11
349900000012.836256 qam12
450700000012.536256 qam13
551500000012.436256 qam14
652300000012.536256 qam15
753100000012.637256 qam16
853900000012.536256 qam17
954700000012.336256 qam18
1055500000012.337256 qam19
115630000001237256 qam20
1257100000011.837256 qam21
1357900000011.937256 qam22
1458700000012.137256 qam23
1559500000012.537256 qam24
1660300000012.436256 qam25
1761100000012.637256 qam26
1861900000012.637256 qam27
1962700000012.536256 qam28
2063500000012.636256 qam29
2164300000012.936256 qam30
2265100000013.136256 qam31
236590000001336256 qam32
2467500000013.536256 qam34
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked36.6150 
2Locked36.3110 
3Locked36.3100 
4Locked36.6120 
5Locked36.690 
6Locked36.6110 
7Locked37.380 
8Locked36.690 
9Locked36.680 
10Locked37.3110 
11Locked37.390 
12Locked37.6110 
13Locked37.690 
14Locked37.360 
15Locked37.670 
16Locked36.620 
17Locked37.380 
18Locked37.690 
19Locked36.6110 
20Locked36.6150 
21Locked36.3130 
22Locked36.6110 
23Locked36.6120 
24Locked36.690 
      
Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
14620000036512064 qam1
23940000035.8512064 qam2
33260000035.5512064 qam3
42580000035512064 qam4
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
      
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     
SFID26018    
Max Traffic Rate230000061    
Max Traffic Burst42600    
Min Traffic Rate0    
      
      
Primary Upstream Service Flow     
SFID26017    
Max Traffic Rate22000061    
Max Traffic Burst42600    
Min Traffic Rate0    
Max Concatenated Burst42600    
Scheduling TypeBestEffort    
      
Network Log     
TimePriorityDescription   
16/07/2021 19:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
15/07/2021 08:04criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
14/07/2021 00:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
11/07/2021 13:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
10/07/2021 12:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
07/07/2021 21:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
07/07/2021 00:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
05/07/2021 10:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
03/07/2021 12:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
01/07/2021 22:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
30/06/2021 15:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:28noticeUnit 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 12:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:26Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
28/06/2021 12:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
01/01/1970 00:02noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
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Tudor
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Message 2 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Ajsyeti
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Message 3 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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

 

Kind Regards,

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Sofia_B
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Message 4 of 11
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Helpful Answer

Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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, 

 

Sofia
Forum Team



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Ajsyeti
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Message 5 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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

Kind regards,

 

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Sofia_B
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Message 6 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

No worries at all @Ajsyeti

 

Thanks so much 🙂 

 

 

Sofia
Forum Team



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Ajsyeti
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Message 7 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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,

 

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Kath_F
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Message 8 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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,

Kath_F
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Ajsyeti
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Message 9 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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     
ItemStatusComments   
Acquired Downstream Channel (Hz)

667000000

Locked

   
Ranged Upstream Channel (Hz)

32600000

Locked

   
Provisioning State

Online

    
      
      
Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
166700000012.336256 qam33
24910000001236256 qam11
349900000011.936256 qam12
450700000011.536256 qam13
551500000011.537256 qam14
652300000011.637256 qam15
753100000011.837256 qam16
853900000011.537256 qam17
954700000011.437256 qam18
1055500000011.437256 qam19
115630000001137256 qam20
125710000001137256 qam21
135790000001137256 qam22
1458700000011.337256 qam23
1559500000011.537256 qam24
1660300000011.437256 qam25
1761100000011.937256 qam26
1861900000011.837256 qam27
1962700000011.636256 qam28
2063500000011.636256 qam29
216430000001236256 qam30
2265100000012.336256 qam31
2365900000012.136256 qam32
2467500000012.536256 qam34
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked36.3140 
2Locked36.660 
3Locked36.650 
4Locked36.360 
5Locked37.300 
6Locked37.360 
7Locked37.350 
8Locked37.3110 
9Locked37.360 
10Locked37.360 
11Locked37.360 
12Locked37.350 
13Locked37.350 
14Locked37.670 
15Locked37.3130 
16Locked37.380 
17Locked37.390 
18Locked37.390 
19Locked36.680 
20Locked36.6130 
21Locked36.3140 
22Locked36.6150 
23Locked36.6120 
24Locked36.620 
      
      
Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13260000035.5512064 qam3
23940000035.8512064 qam2
34620000036.3512064 qam1
42580000035512064 qam4
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
      
      
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     
SFID29226    
Max Traffic Rate230000061    
Max Traffic Burst42600    
Min Traffic Rate0    
      
      
Primary Upstream Service Flow     
SFID29225    
Max Traffic Rate22000061    
Max Traffic Burst42600    
Min Traffic Rate0    
Max Concatenated Burst42600    
Scheduling TypeBestEffort    
      
      
Network Log     
TimePriorityDescription   
21/07/2021 08:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:36criticalReceived 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 08:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
01/01/1970 00:01criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   
20/07/2021 08:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   

Kind Regards,

Adam

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lotharmat
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Message 10 of 11
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Re: Hub 3.0 keeps dropping WiFi connection and rebooting

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



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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