on 13-06-2021 20:28
Hi,
My Hub 3 is randomly restarting itself, just happened twice in the last 10 minutes. This started happening about two weeks ago. No changes to the setup. The Hub is in Modem mode. It's not overheating as it is in the open and doesn't feel hot to touch.
Can anyone advise, including VM support if you read these forums?
This is extremely irritating especially during during COVID times when we are working at home.
Thanks,
Paul.
Answered! Go to Answer
on 13-06-2021 20:40
Rebooting may be a symptom of signal issues. If your signals are borderline, increasing temperatures outside can cause them to go out of spec as well.
Access your hub stats via 192.168.100.1 and click on the stats link (no need to log in).
Copy & paste the Downstream/Upstream values & the error log entries to the forum & that will give us an idea what is going on.
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on 14-06-2021 08:20
For what it's worth I had very similar symptoms.
Hub 3 appeared to be rebooting: wifi SSIDs disappear from being broadcast for about 4 minutes, lights on the Hub 3 go through the same sequence as when the Hub 3 is powered on. BUT, no "01/01/1970" in the log, so no evidence of a reboot there. Apart from the seeming reboot internet was fine, levels looked good, error levels low, post-RS usually zero, occasionally 1 or 2.
Virgin engineer came round. He seemed a little sceptical of my "reboot" claims given he lack of log entries, but what can you say, it looks exactly like a reboot in terms of lack of connectivity and Hub lights. He put a new Hub 3 in place. Sadly, exactly the same as the previous one, no improvement.
Note I'd done a pin-reset previously. That took the firmware version back and the Hub was stable until the firmware updated again. Hmmm. Suspicious.
Anyway, I bought a router, moved to modem mode and all is now super-stable. So, you could battle Virgin or maybe just give up and go down the modem mode route.
Good luck!
on 13-06-2021 20:40
Rebooting may be a symptom of signal issues. If your signals are borderline, increasing temperatures outside can cause them to go out of spec as well.
Access your hub stats via 192.168.100.1 and click on the stats link (no need to log in).
Copy & paste the Downstream/Upstream values & the error log entries to the forum & that will give us an idea what is going on.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 13-06-2021 20:48
Just to add further info after reading other posts.
When this happens all internet connectivity is lost until the Hub has fully restarted/rebooted and internet services re-established. Usually only takes a minute or two but frustrating if you are in the middle of a Teams call! Usual light sequences noted on the front of the Hub as it restarts itself until it is fully on line in Modem mode.
on 13-06-2021 20:52
thanks for the quick reply. Info below but don't see a tab for error logs?
Downstream.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 402750000 | -4 | 40 | 256 qam | 30 |
2 | 202750000 | -1.7 | 40 | 256 qam | 9 |
3 | 210750000 | -2.4 | 40 | 256 qam | 10 |
4 | 218750000 | -2.5 | 40 | 256 qam | 11 |
5 | 226750000 | -2.5 | 40 | 256 qam | 12 |
6 | 234750000 | -2.7 | 40 | 256 qam | 13 |
7 | 242750000 | -3 | 40 | 256 qam | 14 |
8 | 250750000 | -3.2 | 40 | 256 qam | 15 |
9 | 258750000 | -2.9 | 40 | 256 qam | 16 |
10 | 266750000 | -2.9 | 40 | 256 qam | 17 |
11 | 274750000 | -3.2 | 40 | 256 qam | 18 |
12 | 282750000 | -3.5 | 40 | 256 qam | 19 |
13 | 290750000 | -3.2 | 40 | 256 qam | 20 |
14 | 298750000 | -3 | 40 | 256 qam | 21 |
15 | 306750000 | -3.4 | 40 | 256 qam | 22 |
16 | 314750000 | -3.5 | 40 | 256 qam | 23 |
17 | 322750000 | -3.4 | 40 | 256 qam | 24 |
18 | 330750000 | -3.2 | 40 | 256 qam | 25 |
19 | 370750000 | -3.5 | 40 | 256 qam | 26 |
20 | 378750000 | -4 | 38 | 256 qam | 27 |
21 | 386750000 | -4.4 | 40 | 256 qam | 28 |
22 | 394750000 | -4.2 | 40 | 256 qam | 29 |
23 | 410750000 | -4.2 | 40 | 256 qam | 31 |
24 | 418750000 | -4.5 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.3 | 6 | 0 |
3 | Locked | 38.9 | 7 | 0 |
4 | Locked | 40.3 | 7 | 0 |
5 | Locked | 40.9 | 5 | 0 |
6 | Locked | 40.3 | 7 | 0 |
7 | Locked | 40.3 | 5 | 0 |
8 | Locked | 40.3 | 0 | 0 |
9 | Locked | 40.3 | 4 | 0 |
10 | Locked | 40.3 | 4 | 0 |
11 | Locked | 40.9 | 7 | 0 |
12 | Locked | 40.3 | 4 | 0 |
13 | Locked | 40.9 | 6 | 0 |
14 | Locked | 40.3 | 9 | 0 |
15 | Locked | 40.3 | 4 | 0 |
16 | Locked | 40.3 | 0 | 0 |
17 | Locked | 40.3 | 6 | 0 |
18 | Locked | 40.9 | 9 | 0 |
19 | Locked | 40.3 | 1 | 0 |
20 | Locked | 38.9 | 11 | 0 |
21 | Locked | 40.9 | 4 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 40.3 | 13 | 0 |
Upstream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53699969 | 46.5 | 5120 | 64 qam | 6 |
2 | 39399981 | 45 | 5120 | 64 qam | 8 |
3 | 46199981 | 46.5 | 5120 | 64 qam | 7 |
4 | 60300031 | 46.5 | 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 |
on 13-06-2021 22:33
It’s the tab marked “network log”.
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on 13-06-2021 22:37
Thanks, see below.
Network Log
Time Priority Description
13/06/2021 19:39:34 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/06/2021 12:36:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/06/2021 10:19:44 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/06/2021 10:19:44 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/06/2021 13:35:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/06/2021 22:19:43 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/06/2021 22:19:43 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/06/2021 19:38:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/06/2021 18:54:56 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/06/2021 18:54:56 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/05/2021 07:22:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2021 07:07:40 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2021 07:07:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2021 01:13:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/05/2021 09:39:52 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/05/2021 09:39:52 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2021 14:18:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 21:39:52 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 21:39:52 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/05/2021 21:18:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 13-06-2021 23:49
Apart from the sporadic hub reboots service is not a problem. Speed tests generally show the speeds I pay for e.g. 100Mbps down/10Mbps up/6ms latency.
on 14-06-2021 00:01
There are NO reboots, the hub is losing connection to the CMTS and try to reconnect all the time. If the hub is rebooting you will see a date of 01/01/1970 in the log.
on 14-06-2021 00:03
ok thanks, good to know.
Why does it lose connection and how do I get it fixed?
on 14-06-2021 08:20
For what it's worth I had very similar symptoms.
Hub 3 appeared to be rebooting: wifi SSIDs disappear from being broadcast for about 4 minutes, lights on the Hub 3 go through the same sequence as when the Hub 3 is powered on. BUT, no "01/01/1970" in the log, so no evidence of a reboot there. Apart from the seeming reboot internet was fine, levels looked good, error levels low, post-RS usually zero, occasionally 1 or 2.
Virgin engineer came round. He seemed a little sceptical of my "reboot" claims given he lack of log entries, but what can you say, it looks exactly like a reboot in terms of lack of connectivity and Hub lights. He put a new Hub 3 in place. Sadly, exactly the same as the previous one, no improvement.
Note I'd done a pin-reset previously. That took the firmware version back and the Hub was stable until the firmware updated again. Hmmm. Suspicious.
Anyway, I bought a router, moved to modem mode and all is now super-stable. So, you could battle Virgin or maybe just give up and go down the modem mode route.
Good luck!