Hub 3 keeps rebooting

[Messymane]

I started noticing around a month or more ago that my hub 3 keeps rebooting. It can happen at any time but I notice it more in morning when I am using the ethernet via TV watching YouTube and it just starts buffering which is then followed by my galaxy phone losing WiFi, then it will change to connected no internet on phone and then the lights on hub go through the rebooting sequence of lights. This can take around 10 mins which although annoying I could handle but then after 10 mins or less it might do it all over again. I've had it do it continuously for 3 or 4 times on occasion and I have tried going through troubleshooting process in VM app butVM says no issues. I have tried disconnecting all connections and setting up from scratch and also full reset of hub but I am still having same issue. My contract isn't up till December so can't switch yet and after doing troubleshooting in app a couple of times I was offered an engineer visit but then when they said I may be charged £25 for it I changed my mind but this morning it rebooted twice 10 mins apart and I thought I would ask on here for any advice. I only have my TV on ethernet and my smartphone on WiFi and this has started in last month or 2 at least as far as I know as it may have gone unnoticed for time but I know since I switched to virgin middle of last year it was great no issues 

[jbrennand]

Lets see the connection data - can you do this...
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In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.

Dont log in just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
___________________________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

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

[Messymane]

Downstream bonded channels

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

1	331000000	3.2	38	256 qam	25
2	203000000	1.5	38	256 qam	9
3	211000000	2	38	256 qam	10
4	219000000	1.9	38	256 qam	11
5	227000000	1.7	38	256 qam	12
6	235000000	1.9	38	256 qam	13
7	243000000	1.4	38	256 qam	14
8	251000000	1.9	38	256 qam	15
9	259000000	1.4	38	256 qam	16
10	267000000	1.2	38	256 qam	17
11	275000000	1.2	38	256 qam	18
12	283000000	0.4	38	256 qam	19
13	291000000	1	38	256 qam	20
14	299000000	3	38	256 qam	21
15	307000000	3.2	38	256 qam	22
16	315000000	3.5	38	256 qam	23
17	323000000	3	38	256 qam	24
18	339000000	3.2	38	256 qam	26
19	347000000	2.9	38	256 qam	27
20	355000000	3	38	256 qam	28
21	363000000	3	38	256 qam	29
22	371000000	3	38	256 qam	30
23	379000000	3	38	256 qam	31
24	387000000	2.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	6464	3679
2	Locked	38.9	59073	4685
3	Locked	38.6	56797	5368
4	Locked	38.6	73329	6124
5	Locked	38.6	65077	4184
6	Locked	38.6	51169	4027
7	Locked	38.6	65585	4341
8	Locked	38.6	73536	6102
9	Locked	38.6	50520	5846
10	Locked	38.6	47865	2264
11	Locked	38.6	42474	2292
12	Locked	38.6	48035	2909
13	Locked	38.6	27059	3252
14	Locked	38.6	14825	4126
15	Locked	38.9	10551	1916
16	Locked	38.9	6914	2001
17	Locked	38.9	10492	2497
18	Locked	38.6	7747	2304
19	Locked	38.9	8468	1754
20	Locked	38.9	4737	2314
21	Locked	38.9	6808	2254
22	Locked	38.9	4237	2966
23	Locked	38.9	4270	1799
24	Locked	38.9	4764	1238

[Messymane]

Upstream bonded channels

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

1

49600062

45

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

10

0

[Messymane]

Network Log

Time Priority Description

12/03/2023 06:44:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2023 02:13:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 23:52:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 23:52:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 23:37:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 17:51:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 15:33:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 14:39:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 14:39:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 12:36:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 12:35:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 12:10:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 10:18:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 10:05:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 10:05:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 10:00:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 09:50:9	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;
11/03/2023 09:46:26	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 09:46:26	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 09:45:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Messymane]

I created an account at think broadband but don't know what IP address to monitor as it asks this to set up monitoring and it automatically detects my IP address but I am on android phone so is the IP address ok or do I need to set it for hub IP address or something? 

[Messymane]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e7883f08d82d0c198b5e6e86ee2972380... 

[Steven_L]

Hey Messymane,
Welcome back to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this on our systems and can see that you only have 1 upstream channel on your connection, when you should have 5, this will need to be resolved via a technician visit. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L
 

[Steven_L · Accepted solution]

You're very welcome Messymane and please let us know how the visit goes, if you get the chance to do so 👍

Kind Regards,

Steven_L

[Messymane]

Just wanted to come on and let you know the engineer came and was very helpful and patient. He found that the fault was some kind of 3 way splitter outside before even reaching my house but he fixed it and even fitted a new cable and although I thought my signal and speed was great apart from the rebooting issue my speed is now lot better