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Hub 3 keeps rebooting

gomersoul
Tuning in

Hi, my hub 3 keeps rebooting every half hour or so and have tried many solutions going back 6 months. Some days it hasn’t done it but for the past 3 days it has been constantly rebooting. I’ve had an engineer visit who replaced the hub with a new one, that hasn’t fixed the issue. I’ve factory reset the hub countless times. I’ve upgraded from 100-200mb during this problem and issue still isn’t fixed. This is completely unacceptable for the price I pay, I’m so fed up with this issue. I can’t join work meetings nor my son who needs the internet to be stable for university assessments. I have searched the community for answers but it seems to be a complex issue many are having with no fix. Please can someone help, I don’t want to change suppliers but I don’t see any other resolution.

1 ACCEPTED SOLUTION

Accepted Solutions

The issue has been resolved because I have been given the new hub 5. It no longer continuously reboots. I’m very disappointed by this whole experience and will be leaving virgin media as soon as my contract ends. This whole process has been exhausting to say the least. I hope others who have this issue are told the truth and given new hubs faster than I was.

See where this Helpful Answer was posted

11 REPLIES 11

Andrew-G
Alessandro Volta

Can you do the following, but only after the hub has been running without a reset or restart (by you) for around 24 hours or even 48 hours?  The appearance of the hub restarting is usually only a "re-registration" sequence, that doesn't matter for my request, but it's important that the hub is not power-cycled.  If you restart or reset the hub, it clears error counters that may hold important evidence.

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

gomersoul
Tuning in

Downstream tab
1 138750000 8.5 38 256 qam 1
2 146750000 8.1 38 256 qam 2
3 154750000 7.9 38 256 qam 3
4 162750000 7.8 38 256 qam 4
5 170750000 8 38 256 qam 5
6 178750000 8 38 256 qam 6
7 186750000 8 38 256 qam 7
8 194750000 7.6 38 256 qam 8
9 202750000 7.1 38 256 qam 9
10 210750000 6.8 38 256 qam 10
11 218750000 6.5 38 256 qam 11
12 226750000 6.3 38 256 qam 12
13 234750000 4.9 38 256 qam 13
14 242750000 4.6 38 256 qam 14
15 250750000 5.6 38 256 qam 15
16 258750000 6 38 256 qam 16
17 266750000 6 38 256 qam 17
18 274750000 6 38 256 qam 18
19 282750000 6.1 38 256 qam 19
20 290750000 6.3 38 256 qam 20
21 298750000 6 38 256 qam 21
22 306750000 5.9 38 256 qam 22
23 314750000 6 38 256 qam 23
24 322750000 6.1 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 8 0
2 Locked 38.9 5 0
3 Locked 38.6 9 0
4 Locked 38.6 19 0
5 Locked 38.6 20 0
6 Locked 38.6 5 0
7 Locked 38.9 6 0
8 Locked 38.9 8 0
9 Locked 38.9 9 0
10 Locked 38.6 4 0
11 Locked 38.9 10 0
12 Locked 38.6 7 0
13 Locked 38.9 17 0
14 Locked 38.6 18 0
15 Locked 38.9 17 0
16 Locked 38.6 6 0
17 Locked 38.6 6 0
18 Locked 38.6 5 0
19 Locked 38.6 5 0
20 Locked 38.9 6 0
21 Locked 38.6 14 0
22 Locked 38.9 8 0
23 Locked 38.6 5 0
24 Locked 38.9 6 0

Upstream tab
Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 46.3 5120 64 qam 2
2 60300000 46.8 5120 64 qam 1
3 39400000 45.5 5120 64 qam 4
4 46200000 45.8 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network log
Network Log
Time Priority Description
16/11/2021 08:30:54 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 08:30:26 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 14:19:5 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 00:47:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2021 14:19:4 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2021 07:41:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 02:19:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2021 16:32:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 14:19:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 15:28:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 02:19:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 03:44:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2021 02:19:1 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 15:34:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 14:19:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:31:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 02:18:59 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 08:08:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 14:18:59 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

gomersoul
Tuning in

5D45CAED-AFE7-44CA-A9CE-C1641B5627F6.jpeg

So what’s going on virgin media? I’ve not been contacted about this issue on here, I spoke on the phone about this issue and was told to leave my router off overnight and the issue would be resolved the next day, what a laugh that turned out to be. It’s no better at all, I’m obviously going to have to change internet provider now as clearly nothing is being done about this. Can someone contact me about cancelling my contract as soon as possible please? You can see from the attached photo what’s happening. The big red block is when I switched it off overnight. How is this an acceptable service?

Hayley_S
Forum Team (Retired)
Forum Team (Retired)

Hello @gomersoul,

 

Welcome to the community, thanks for posting.

 

I am sorry to see that you are having issues with your broadband services.

 

I was unable to locate an account using your forums details, I can see this was posted on Wednesday. Has this now improved?

 

Many thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


gomersoul
Tuning in

No it still hasn’t improved, it’s worse than ever to be honest. I’ve completely lost faith in virgin medias ability to fix it. I assume it’s an issue with all hub 3 routers but nobody wants to admit that.

gomersoul
Tuning in

8704672F-288B-419E-982D-0F50E7DA28D3.jpeg

8D0CFABE-D5BC-48B1-9D8B-A3190ED7D042.jpeg

 how is this not being fixed. It’s an insane amount of cut outs. I shouldn’t have to pay for this!

gomersoul
Tuning in

D070151E-28C4-4C3B-98D1-9382D5FB2A85.jpeg

 it’s like Groundhog Day with this internet connection. Why is it happening?

Anonymous
Not applicable

If you keep posting you just keep knocking yourself to the bottom of the response pile.

You have to post and wait for a VM response.

 

Hayley_S
Forum Team (Retired)
Forum Team (Retired)

Hello @gomersoul,

 

Welcome back! Thanks for posting.

 

I am sorry to see that your internet is dropping out.

 

I did respond to your other post on the 17/11/2021 but never got a response from you.

 

I am unable to locate your account from your forums details, can you please tell me if you have checked to see if this is an area issue? 

 

Many thanks,

 

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide