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Hub 3 constant rebooting or connection loss

The hub 3 for quite a few months now has been either randomly power cycling 2,3,4,5 times a day or the broadband connection keeps dropping and it displays the light show. The lights blink white, green then solid red and the connection has gone until it reaches the solid red. This takes a few minutes each time but then as the web page appears on screen it can then again start the whole light show again the whole time with no internet.

Is the hub broken with an intermittent fault or is it a Virgin network issue ? 

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Alessandro Volta
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Re: Hub 3 constant rebooting or connection loss

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you 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 other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live 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 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Hub 3 constant rebooting or connection loss

My BQM 

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Re: Hub 3 constant rebooting or connection loss

Downstream

1386750000-2.540256 qam28
2202750000-2.538256 qam9
3210750000-2.738256 qam10
4218750000-2.738256 qam11
5226750000-2.738256 qam12
6234750000-2.938256 qam13
7242750000-338256 qam14
8250750000-338256 qam15
9258750000-3.238256 qam16
10266750000-3.238256 qam17
11274750000-3.538256 qam18
12282750000-3.738256 qam19
13290750000-3.938256 qam20
14298750000-438256 qam21
15306750000-3.738256 qam22
16314750000-3.240256 qam23
17322750000-3.240256 qam24
18330750000-2.940256 qam25
19370750000-2.740256 qam26
20378750000-2.440256 qam27
21394750000-2.540256 qam29
22402750000-2.540256 qam30
23410750000-338256 qam31
24418750000-3.540256 qam32



Downstream bonded channels

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

1Locked40.32783619311
2Locked38.97962122463
3Locked38.95675321033
4Locked38.95504821166
5Locked38.98553331424
6Locked38.98195628887
7Locked38.95336420904
8Locked38.95224621421
9Locked38.94552119692
10Locked38.94790419249
11Locked38.97226421861
12Locked38.95699419100
13Locked38.94953019883
14Locked38.95157419736
15Locked38.64074617563
16Locked40.35092417758
17Locked40.35427620390
18Locked40.33955815672
19Locked40.33143515552
20Locked40.32265413056
21Locked40.32563113333
22Locked40.32543013201
23Locked38.93598116075
24Locked40.93410014645
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Re: Hub 3 constant rebooting or connection loss

log04/11/2020 16:27:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:27:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:15:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:15:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:04:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:04:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:04:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:04:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:01:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:01:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:01:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:01:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:01:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:00:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:00:17ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 16:00:17criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 15:59:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 15:59:16criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 15:58:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/11/2020 15:58:39ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Config

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
834ncxv9873254k;fg87dsfd;



Primary Downstream Service Flow

SFID27482
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID27481
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

upstream

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

12580000944512064 qam4
23260001444512064 qam3
33940000444512064 qam2
44620004644.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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Re: Hub 3 constant rebooting or connection loss

Thanks Mike,

I have posted all the logs. Do I have to make a request for someone on the Virgin team to take a look at them.

Kind regards,

Ian

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Re: Hub 3 constant rebooting or connection loss

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Hub 3 constant rebooting or connection loss

Your BQM is showing all red, this is indicative thet the Hub isn't responding to Pings.

Can you log in to the Hub Settings and set the Hub Firewall up as shown below please.

Hub-3-Firewall

 

 

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Hub 3 constant rebooting or connection loss

Your Pre & Post RS Error counts are very high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Hub 3 constant rebooting or connection loss

Thanks for coming back again,

The hub is in modem mode.

I do not see any Firewall settings as an option.

Cheers,

Ian

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