Hub 4 Rebooting

[LimpetWrestler]

My router was changed from a hub 3 to a hub 4 and since the change I have had a lot of random reboot events that are both annoying and quite inconvenient as I work from home and rely on the Internet connection. 

I have been using my router in modem mode as I use a Google mesh WiFi that covers my whole house much better than the hub 3 used to. This has worked fine for 18 months or so. After reporting the problem with VM customer service, I eventually got an engineer round to take a look. He changed a connector on the cable and replaced the hub 4 with another one. This did not solve the problem. Next call to VM customer service was also rather annoying as I was basically told the problem was my third party WiFi device plugged in. Anyway, there was no budging this guy so I reluctantly did as he suggested and unplugged the Google kit and used built in Virgin WiFi instead (normal router mode). As expected, router is still rebooting all over the place so my conclusion is that my Google kit is not the issue.

Has anyone got any other ideas or some advice that will get somebody to fix this once and for all?

Thanks (in anticipation). 

[carl_pearce]

It's unlikely that two HUBs in a row would exhibit the same issue.

Can you access the HUB on 192.168.0.1 (192.168.100.1 in modem mode), click 'Check router status' and copy paste the details from all tabs, as text, into several replies for review (Sometimes you must click post a second time if an error occurs).

[LimpetWrestler]

Router Status

Tab 1 - Status

Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31
6
DOCSIS 3.1 channels
1
0

Tab 2 - Downstream

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 330750000 6.1 40.4 QAM256 25
1 138750000 3.8 39 QAM256 1
2 146750000 3.8 38.6 QAM256 2
3 154750000 3.9 39 QAM256 3
4 162750000 3.8 39 QAM256 4
5 170750000 3.5 39 QAM256 5
6 178750000 3.4 39 QAM256 6
7 186750000 3.6 38.6 QAM256 7
8 194750000 3.6 39 QAM256 8
9 202750000 3.8 39 QAM256 9
10 210750000 4 38.6 QAM256 10
11 218750000 4.2 40.4 QAM256 11
12 226750000 4.2 40.9 QAM256 12
13 234750000 4.4 39 QAM256 13
14 242750000 4.6 40.4 QAM256 14
15 250750000 4.7 40.4 QAM256 15
16 258750000 4.9 40.4 QAM256 16
17 266750000 5.2 40.4 QAM256 17
18 274750000 5.6 40.4 QAM256 18
19 282750000 5.9 40.4 QAM256 19
20 290750000 6.1 40.4 QAM256 20
21 298750000 6.2 40.4 QAM256 21
22 306750000 6 40.4 QAM256 22
23 314750000 6.1 40.9 QAM256 23
24 322750000 6.1 40.4 QAM256 24
26 338750000 6.2 40.4 QAM256 26
27 346750000 6.5 40.9 QAM256 27
28 354750000 6.4 40.9 QAM256 28
29 362750000 6.5 40.4 QAM256 29
30 370750000 6.5 40.4 QAM256 30
31 378750000 6.4 40.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 40.366287 0 0
1 Locked 38.983261 0 0
2 Locked 38.605377 0 0
3 Locked 38.983261 0 0
4 Locked 38.983261 0 0
5 Locked 38.983261 0 0
6 Locked 38.983261 0 0
7 Locked 38.605377 0 0
8 Locked 38.983261 0 0
9 Locked 38.983261 0 0
10 Locked 38.605377 0 0
11 Locked 40.366287 0 0
12 Locked 40.946209 0 0
13 Locked 38.983261 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.946209 0 0
24 Locked 40.366287 0 0
26 Locked 40.366287 0 0
27 Locked 40.946209 0 0
28 Locked 40.946209 0 0
29 Locked 40.366287 0 0
30 Locked 40.366287 0 0
31 Locked 40.366287 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1840 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 44 8.8 14845182 0

Tab 3 - Upstream

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 43.8 5120 KSym/sec QAM64 2
2 23600000 43.3 5120 KSym/sec QAM32 12
3 39400000 43.3 5120 KSym/sec QAM64 4
4 46200000 43.5 5120 KSym/sec QAM32 3
5 32600000 43.3 5120 KSym/sec QAM64 9
6 60300000 44.3 5120 KSym/sec QAM64 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
6 ATDMA 0 0 0 0

Tab 4 - Configuration

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt053-b.cm

Primary Downstream Service Flow
SFID
198576
Max Traffic Rate
575000085
Max Traffic Burst
42600
Min Traffic Rate
0

Primary Upstream Service Flow
SFID
198575
Max Traffic Rate
55000085
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

Tab 5 - NewtworkLog

Network Log
Time Priority Description
Sat 06/01/2024
11:50:23 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:50 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:50 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:23 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/01/2024
21:09:06 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:52 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:52 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:23 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/01/2024
20:53:46 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:04:35 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:04:35 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 03/01/2024
22:44:25 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:20 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:20 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:23 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 02/01/2024
12:18:37 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:04 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:04 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:24 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 02/01/2024
12:00:25 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:06 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:06 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 01/01/2024
19:48:24 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:11 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:11 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023
23:41:42 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:41 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:06:41 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023
19:35:40 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 29/12/2023
11:40:58 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:39 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:39 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 27/12/2023
11:56:12 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:00 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:07:00 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 27/12/2023
01:16:09 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:05:17 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:05:17 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/12/2023
19:43:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 23/12/2023
05:23:34 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/12/2023
12:21:49 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/12/2023
11:27:47 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:08:43 3 16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:08:43 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:19 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[carl_pearce · Accepted solution]

Based on the number of 'T3 time-out' errors we can see in the log I'd suggest an issue with your line.

Is anything reported on the below site, including the running of additional tests?

https://www.virginmedia.com/support/help/service-status

Oh and just to explain why your HUB 3 was ok the HUB 4 makes use of the DOCSIS 3.1 standard for downstream/upstream (Just upstream on M500 subscription) which could explain why you didn't have an issue with the HUB 3 (Limited to DOCSIS 3.0)!

Your area could be having issues that would specifically affect DOCSIS 3.1.

[gitty]

Channel 11 could belong to a different segment (segmented node), so the modem will fail to do initial ranging on it, but why it would pick it on every reboot...?

The root cause of the reboots...?

[LimpetWrestler]

I checked that link and it says no issues, both green ticks. 

[carl_pearce]

---

@LimpetWrestler wrote:

I checked that link and it says no issues, both green ticks. 

---

And did you action the further checks under 'Still having issues'?

[LimpetWrestler]

I didn't. 

But have now. 

It performed a rest on the hub that took 20 minutes. 

I guess I just need to monitor the connection now for any more phantom reboot events. 

[LimpetWrestler]

Still rebooting itself randomly. 

Sometimes it flashes light green band for 5 minutes before getting an Internet connection. 

Any other ideas?

I'm at my wits end jumping through hoops with none other the suggestions making any difference. Maybe getting a hub 3 might get it stable again perhaps as tech support don't appear to have much clue? 

[Akua_A]

Hi @LimpetWrestler 

Welcome back to our community forums and sorry to hear you have been having some connections with your service. I can understand the frustration caused. I have had a look into your service and I can see the issue has been ongoing for a period of time. To best help, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,