on 11-03-2023 12:19
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
Answered! Go to Answer
on 16-03-2023 10:07
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
on 11-03-2023 23:15
on 12-03-2023 10:13
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 |
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 |
on 12-03-2023 10:15
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49600062 | 45 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 10 | 0 |
on 12-03-2023 10:17
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; |
on 12-03-2023 10:24
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?
on 14-03-2023 08:02
on 16-03-2023 09:09
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
on 16-03-2023 10:07
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
on 17-03-2023 14:00
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