Hub 3 keeps rebooting

[Agk2083]

I have had a hub 3 for a couple of years now but the last few weeks it has taken to resetting itself. Here are the details I can think of. I have made no changes or done anything to cause the issue.

• I have a Hub 3 In Modem mode. It has always been in modem mode since being with Virgin and and I have not changed any part of my kit.
• It resets at no set intervals. Sometimes it can be hours or go all day without resetting. Other times it resets every few minutes. 
• I have 200mb/seconds and when connected I get these speeds.
• I have called virgin and they have run tests and say nothing is wrong with their service and it is my setup. I don’t see how this can be because it has worked for years until the last few weeks. 

Can someone please help me? It is incredibly frustrating and no one at Virgin seems to care. 

[jbrennand]

Lets see the connection details - can you do this...
________________________________________

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. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3/4) of the Login page and then Navigate to these “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

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

[Agk2083]

Hi John,

Thanks for your help. I have joined think broadband as you suggested and here are the details when I check my router status. 

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

1	203000000	5.3	40	256 qam	9
2	211000000	5.1	40	256 qam	10
3	219000000	4.5	40	256 qam	11
4	227000000	3.7	38	256 qam	12
5	235000000	3.2	40	256 qam	13
6	243000000	3.7	40	256 qam	14
7	251000000	3.9	40	256 qam	15
8	259000000	4	40	256 qam	16
9	267000000	4.1	40	256 qam	17
10	275000000	4	40	256 qam	18
11	283000000	4.4	40	256 qam	19
12	291000000	4.4	40	256 qam	20
13	299000000	4.4	40	256 qam	21
14	307000000	4.4	40	256 qam	22
15	315000000	4.3	40	256 qam	23
16	323000000	4.1	40	256 qam	24
17	331000000	4	40	256 qam	25
18	339000000	4	40	256 qam	26
19	347000000	3.7	40	256 qam	27
20	355000000	3.7	40	256 qam	28
21	363000000	3.2	40	256 qam	29
22	371000000	3	38	256 qam	30
23	379000000	2.4	38	256 qam	31
24	387000000	2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	289637	142248
2	Locked	40.3	281073	120689
3	Locked	40.3	276728	117455
4	Locked	38.9	279357	133894
5	Locked	40.3	277990	120478
6	Locked	40.9	261322	88030
7	Locked	40.9	249470	71905
8	Locked	40.3	239974	62328
9	Locked	40.9	229439	56283
10	Locked	40.3	228086	54942
11	Locked	40.9	212055	42949
12	Locked	40.3	201564	36083
13	Locked	40.3	190988	31958
14	Locked	40.3	178600	27880
15	Locked	40.3	174739	27894
16	Locked	40.3	169833	27009
17	Locked	40.3	153054	21698
18	Locked	40.3	140942	18118
19	Locked	40.3	137676	17529
20	Locked	40.3	136788	16203
21	Locked	40.3	129604	15693
22	Locked	38.9	123182	14231
23	Locked	38.9	113091	13662
24	Locked	40.3	104249	11933

Upstream bonded channels

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

1	39400000	47.5	5120	64 qam	4
2	46200000	48.3	5120	64 qam	3
3	25800000	46.3	5120	64 qam	6
4	32600000	47	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[Agk2083]

Network Log

Time Priority Description

22/06/2022 14:23:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:28:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:07:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:06:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:06:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:06:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:01:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:01:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 09:36:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 08:49:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 08:49:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 08:49:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:55:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:42:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:42:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:19:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:17:36	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;
22/06/2022 07:11:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:09:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 07:08:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Power levels all look OK -0 but it looks like its not been cleared for a while (too many RS errors) can you do this...
__________________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Agk2083]

Thanks John. I did as requested by turning it off for 5 minutes an checked the cables but it didn't work. Here is my monitor too. I guess red is bad 

[Tudor]

No red means you have no connection, which is not the case. You need to go into the settings of the hub and turn on Accept ICMP messages. This is what TB uses.

[Agk2083]

Thanks Tudor. I have gone into the hub settings and looked through the menus and can’t find reference to ICMP messages to accept them. Could you provide some direction here? 

[jbrennand · Accepted solution]

Hubs have different wording.

Check something like..

• Navigate to routers web interface
• Advanced Settings > Advanced > Ping > Respond to ICMP echo requests sent to WAN IP

Also double check that you have your correct ip address in the BQM's settings

[Agk2083]

Resolved 

Thanks everyone for your help in understanding what what happening. 

It took 14 phone calls to Virgin for them to finally send an engineer and the cause was corroded wiring to my house. The engineer was great and fixed everything quickly and no more dropouts. 

Sad that it took 14 calls to get someone out though.