Hub 3 Keeps Rebooting

[ib71]

We have had this happening for well over a fortnight now - tried all the usual fixes and automated help and it's pointless. My husband is a comms engineer and has done all the "check connections" tests he can do but it's getting really annoying now. Router has rebooted twice within an hour this morning - some days it can be 4-5 times. Husband has also had to go outside and cable tie our street cab back together even though he reported it months ago.

Can someone check this and tell us if its normal - for some reason this mornings and the last few days disconnects aren't showing up as date and time in the router seem off?

Network Log

Time	Priority	Description
27/09/2021 17:00:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 10:47:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 10:47:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 10:45:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:45:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:45:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:35:31	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;
27/09/2021 09:33:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:33:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:33:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:33:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:33:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:33:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2021 11:29:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 12:25:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2021 04:28:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	203000000	-0.5	36	256 qam	9
2	211000000	-2	36	256 qam	10
3	219000000	-0.5	36	256 qam	11
4	227000000	-0.2	36	256 qam	12
5	235000000	-0.2	36	256 qam	13
6	243000000	-0.2	36	256 qam	14
7	251000000	-0.2	36	256 qam	15
8	259000000	-0.2	36	256 qam	16
9	267000000	-0.2	36	256 qam	17
10	275000000	-0.2	36	256 qam	18
11	283000000	0.4	36	256 qam	19
12	291000000	1	36	256 qam	20
13	299000000	1.5	36	256 qam	21
14	307000000	1.9	36	256 qam	22
15	315000000	1.9	36	256 qam	23
16	323000000	1.9	36	256 qam	24
17	331000000	2	36	256 qam	25
18	339000000	1.9	36	256 qam	26
19	347000000	1.5	36	256 qam	27
20	355000000	1.5	36	256 qam	28
21	363000000	1.5	36	256 qam	29
22	371000000	1.2	36	256 qam	30
23	379000000	1.2	36	256 qam	31
24	387000000	1.2	36	256 qam	32

Downstream bonded channels

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

1	Locked	36.3	0	0
2	Locked	36.3	0	0
3	Locked	36.3	6	0
4	Locked	36.6	6	0
5	Locked	36.3	6	0
6	Locked	36.6	0	0
7	Locked	36.6	5	0
8	Locked	36.6	0	0
9	Locked	36.6	0	0
10	Locked	36.3	0	0
11	Locked	36.6	5	0
12	Locked	36.3	5	0
13	Locked	36.6	4	0
14	Locked	36.6	3	0
15	Locked	36.3	4	0
16	Locked	36.6	0	0
17	Locked	36.6	6	0
18	Locked	36.3	5	0
19	Locked	36.3	0	0
20	Locked	36.6	6	0
21	Locked	36.6	6	0
22	Locked	36.3	4	0
23	Locked	36.3	4	0
24	Locked	36.3	6	0

[legacy1]

Does the hub reboot or do you lose connection?

Does this happen to wired devices?

[ib71]

Hi - didnt realise I had double posted

It's a complete hub reboot - white light etc. Hub is in Modem mode only. It has now done it for the 4th time this morning since 8am

[ib71]

Had another 2 reboots since the last post - 6 times in 5 hours is ridiculous and makes it almost impossible to work reliably from home.

Also - this is what my husband had to do to our local street cab due to it being vandalised months ago and left open to the elements, despite being reported

[ib71]

No input at all on this - or is it the norm for the router to constantly reboot multiple times per day?

BQM

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/58f19b38ba91292b59b33d24cba3b521c6..."><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/58f19b38ba91292b59b33d24cba3..." /></a>

[Tudor]

No it’s not usual for the hub to reboot, what is usual is for the hub to lose connection to the VM CMTS, the equipment at the other end of your cable. The logs show that the hub has rebooted, what you need to look for is the date of 01/01/1970. You certainly need a technician’s visit to sort this out. 

Call Customer Services on 0345 454 1111 or if you have a VM landline 150 or wait until a VM staff member gets to your post.

[ib71]

And 6 times again today 

[Molly_G]

Hey @ib71,

Many thanks for your recent posts and I'm really sorry for the hub issues you've been having, as well as the fact that the cabinet has not been fixed after being reported.

I've located your account and your hub is certainly running out of spec - I'll send you a private message so I can get some details from you and we can get a tech visit booked in, so please keep an eye on the purple envelope at the top of the page.

Many thanks, 

[John_GS]

Hi @ib71

Please respond to the PM sent and we can assist further 🙂

Best,

[ib71]

Have responded now - in between router reboots 😡

Probably related but my speeds have now also dropped from over 600 to about 350 - hard wired not wireless