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jakekcbyrne
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Hub 3.0 keeps restarting

Hi, I've been having an issue of my hub restarting itself every few minutes since around 6pm yesterday (15/03/2020), initially it would restart every couple of hours, but now its every few minutes. This has continued onto today, and I'm at a loss as what else I can try.

I've tried restarts, I tried resetting it, unplugging everything and leaving it for awhile, nothing is working. I get small periods of connection (albeit very slow connection) before it drops again, so I'm posing this within that gap. See below all the details you guys request first.

Any help will be greatly appreciated.

 

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jakekcbyrne
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Re: Hub 3.0 keeps restarting

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

186750000

Locked

Ranged Upstream Channel (Hz)

39400000

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

186750000

2.7

29

256 qam

7

2

138750000

2.5

30

256 qam

1

3

146750000

3

30

256 qam

2

4

154750000

2.9

30

256 qam

3

5

162750000

2.7

30

256 qam

4

6

170750000

2.7

30

256 qam

5

7

178750000

3

30

256 qam

6

8

194750000

2.2

29

256 qam

8

9

202750000

2.2

29

256 qam

9

10

210750000

2.4

29

256 qam

10

11

218750000

2.2

29

256 qam

11

12

226750000

2.2

28

256 qam

12

13

234750000

2.5

29

256 qam

13

14

242750000

2.2

29

256 qam

14

15

250750000

2

29

256 qam

15

16

258750000

2.2

29

256 qam

16

17

266750000

2.4

29

256 qam

17

18

274750000

2.2

29

256 qam

18

19

282750000

2

28

256 qam

19

20

290750000

2.5

29

256 qam

20

21

298750000

2.9

29

256 qam

21

22

306750000

2.2

29

256 qam

22

23

314750000

2.2

28

256 qam

23

24

322750000

2.9

29

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

29.5

2834246

77069

2

NotLocked

29.9

1592227

3501

3

Locked

29.9

1626568

4660

4

NotLocked

30.1

1631194

5207

5

NotLocked

30

1661432

6443

6

NotLocked

29.6

1752285

11974

7

NotLocked

29.6

1860733

24096

8

NotLocked

29.3

2088300

122825

9

NotLocked

29

2156727

234280

10

NotLocked

28.5

2186709

357078

11

NotLocked

28.4

2187293

390463

12

NotLocked

28.6

2185018

364932

13

NotLocked

28.9

2168770

253310

14

NotLocked

28.9

2173113

220346

15

NotLocked

28.7

2161677

202551

16

NotLocked

28.8

2175206

205575

17

NotLocked

29

2165337

196846

18

NotLocked

28.8

2179139

240273

19

NotLocked

28.6

2171369

236618

20

NotLocked

28.7

2180522

250888

21

NotLocked

28.8

2196015

307812

22

NotLocked

28.7

2204840

345511

23

NotLocked

28.7

2206820

337451

24

NotLocked

28.6

2210324

331482

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

4.75

5120

64 qam

4

2

46200000

4.85

5120

64 qam

3

3

25800000

4.65

5120

64 qam

12

4

32600000

4.7

5120

64 qam

5

 

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

 

 

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jakekcbyrne
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Re: Hub 3.0 keeps restarting

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsl10016u-b.cm

 

Primary Downstream Service Flow

SFID

140028

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

140027

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Network Log

Time Priority Description

16/03/2020 18:21:12criticalTFTP file complete - but missing mandatory TLV;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:21:12ErrorDisruption during SW download - Power Failure
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:18:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:18:38ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:18:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:17:53ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:16:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:16:16ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:50ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:44ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:29ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:14:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:14:17ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:14:14noticeSW Download INIT - Via Config file
16/03/2020 18:14:10ErrorDisruption during SW download - Power Failure
16/03/2020 18:11:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:10:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:10:17ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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legacy1
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Message 4 of 16
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Re: Hub 3.0 keeps restarting

Your a bit low on your downstream SNR.

---------------------------------------------------------------
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MikeRobbo
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Message 5 of 16
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Re: Hub 3.0 keeps restarting

set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 link chain)

 In the URL box paste the link you copied and then click OK


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jakekcbyrne
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Message 6 of 16
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Re: Hub 3.0 keeps restarting

I set one up earlier as I saw some posts suggesting this.

BQM Link 

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Andruser
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Message 7 of 16
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Re: Hub 3.0 keeps restarting

Your signal to noise ratio is far too low on the downstream channels.  If there's an in-line attenuator between the incoming cable and the hub, you could try removing that and see if that helps (it may, and it may not - don't just assume that it will work).  If not then this is something that probably requires a technician to come and visit.  

I always advise not to try phoning VM's disgraceful, incompetently run, incompetently executed offshore support line, but to wait for the helpful VM forum staff to pick up your post and advise on next steps.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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jakekcbyrne
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Message 8 of 16
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Re: Hub 3.0 keeps restarting

I have a 6 db forward path attenuator connected to the hub, this has been there since last year and no issues since then. When the connection drops again I'll remove it and see if the connection is any better.
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jakekcbyrne
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Message 9 of 16
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Re: Hub 3.0 keeps restarting

I removed the attenuator and see below the changes.
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
186750000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Offline

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 186750000 8.4 29 256 qam 7
2 138750000 8.3 30 256 qam 1
3 146750000 8.5 29 256 qam 2
4 154750000 8.8 29 256 qam 3
5 162750000 8.5 29 256 qam 4
6 170750000 8.5 29 256 qam 5
7 178750000 8.8 29 256 qam 6
8 194750000 8 28 256 qam 8
9 202750000 8.1 28 256 qam 9
10 210750000 8.1 28 256 qam 10
11 218750000 8 28 256 qam 11
12 226750000 8 28 256 qam 12
13 234750000 8.3 28 256 qam 13
14 242750000 8 28 256 qam 14
15 250750000 8 28 256 qam 15
16 258750000 8 28 256 qam 16
17 266750000 8.1 28 256 qam 17
18 274750000 8 28 256 qam 18
19 282750000 8 28 256 qam 19
20 290750000 8.4 28 256 qam 20
21 298750000 8.9 28 256 qam 21
22 306750000 8.3 28 256 qam 22
23 314750000 8.1 28 256 qam 23
24 322750000 8.9 28 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 29.4 610701 21703
2 Locked 29.3 745335 27303
3 Locked 29.4 824181 30830
4 Locked 29.3 995968 38766
5 Locked 30.1 80309 323
6 Locked 29.9 83888 408
7 Locked 29.7 85310 559
8 Locked 29.8 87885 709
9 Locked 29.9 88532 1138
10 Locked 29.7 95595 2122
11 Locked 28.9 108504 9530
12 Locked 28.6 110030 16332
13 Locked 28.6 111766 23238
14 Locked 28.6 109919 24583
15 Locked 28.5 108986 23245
16 Locked 28.4 113133 18086
17 Locked 28.7 112616 15314
18 Locked 28.9 114033 15006
19 Locked 28.8 106707 13526
20 Locked 28.6 107017 13423
21 Locked 28.6 114642 17388
22 Locked 28.8 115793 16905
23 Locked 28.7 115304 18556
24 Locked 28.4 116534 22300

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.95 5120 64 qam 2
2 39400000 4.75 5120 64 qam 4
3 46200000 4.825 5120 64 qam 3
4 60300000 4.975 5120 64 qam 1


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

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Tudor
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Message 10 of 16
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Re: Hub 3.0 keeps restarting

Put the attenuator back, you need it. Also power cycle your hub and post a new set of stats after a few hours. 


Tudor
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