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Hub 3 /Frequent/Constant rebooting

Hi Virgin Team,

I am hoping you can help through the forum. I have tried to call but the waiting time is long and the Virgin app chat is just painful. I understand that due to Covid the waiting times are long and I am not complaining. 

In the last couple of weeks, my Super Hub 3 constantly reboots, sometimes in many times in a row with only a couple of minutes in between. 

I have taken the logs right after one of the restarts and I will paste them below. I also registered at Thinkbroadband if you need the info from there too. 

I have tried resetting the hub many times, changed it to Modem mode as well but that doesnt make a difference and the restarts are very frequent to the point where I am having to go to the office to make sure I can do my work without interuptions.

 

 

Network Log

Network Log
Time Priority Description
18/10/2020 15:34:11 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:34:8 notice LAN login Success;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:33:35 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:28:49 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:28:16 Error Service Add Response rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:27:16 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:27:13 Error Service Add Response rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:23:44 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:23:40 Error Service Add Ack rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:19:19 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29 critical No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:15:16 Error Service Add Ack rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:15:13 Error Service Change Response rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:09:46 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:09:39 Error Service Add Ack rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:07:3 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 15:05:43 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 10:54:26 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 10:54:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 21:08:13 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed_2;CM-QOS=1.1;CM-VER=3.0;


Config

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm


Primary Downstream Service Flow
SFID 1137896
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 1137895
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

 

Downstream

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 483000000 -17.4 31 256 qam 30
2 187000000 -12.4 35 256 qam 7
3 195000000 -12.9 34 256 qam 8
4 203000000 -13 34 256 qam 9
5 211000000 -13.3 33 256 qam 10
6 219000000 -13.4 30 256 qam 11
7 227000000 -14 33 256 qam 12
8 235000000 -15 33 256 qam 13
9 243000000 -15.7 33 256 qam 14
10 251000000 -15.5 30 256 qam 15
11 259000000 -15.2 31 256 qam 16
12 267000000 -14.8 33 256 qam 17
13 275000000 -14.7 33 256 qam 18
14 283000000 -14.8 33 256 qam 19
15 291000000 -15 33 256 qam 20
16 299000000 -15.2 33 256 qam 21
17 307000000 -15.2 33 256 qam 22
18 315000000 -14.7 33 256 qam 23
19 323000000 -14.3 34 256 qam 24
20 443000000 -16.5 32 256 qam 25
21 451000000 -16.7 32 256 qam 26
22 459000000 -16.7 32 256 qam 27
23 467000000 -16.5 32 256 qam 28
24 475000000 -16.5 25 256 qam 29


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 31.4 227925 0
2 Locked 35.5 6 0
3 Locked 34.3 22 0
4 Locked 34.4 58 0
5 Locked 33.8 637 0
6 Locked 30.5 506150 0
7 Locked 33.3 1525 0
8 Locked 33.9 756 0
9 Locked 33.4 11645 0
10 Locked 30.8 581874 0
11 Locked 31 279303 0
12 Locked 33.4 1651 0
13 Locked 33.8 1981 0
14 Locked 33.4 16382 0
15 Locked 33.3 1956 0
16 Locked 33.4 1856 0
17 Locked 33.8 653 0
18 Locked 33.8 330 0
19 Locked 34.4 215 0
20 Locked 32.5 14812 0
21 Locked 32.5 15825 0
22 Locked 32.9 10198 0
23 Locked 32.5 14585 0
24 Locked 25.8 1329820 2676738

 

Upstream

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 4.45 5120 64 qam 1
2 39400000 4.175 5120 64 qam 4
3 46200000 4.275 5120 64 qam 3
4 53700000 4.4 5120 64 qam 2


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

 

Live graph link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d2c44cd89bea699a52ec4aa3674bf073863a0dc6

 

 

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Re: Hub 3 /Frequent/Constant rebooting

Downstream power levels are way out, tech required to adjust!
2 options are wait here for assistance from a Virgin tech or ring in tomorrow @08.00 and be prepared to wait.
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Re: Hub 3 /Frequent/Constant rebooting

Hey @ic2alpha,

 

Sorry to hear of the issues that you were having at the time of your post. 

 

Are you still having the same issues or have you been able to speak to the team to get this looked into further?

 

If you still need help, please let me know and we can get this looked into further.

 

Regards

Steven_L

 

 

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