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Hub 4 keeps restarting - no internet
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on 21-09-2021 13:46
Hello all,
I've had my Gig1 Virgin Media broadband for around 7 months. In that time I've been relatively happy with the service, despite only seeing a maximum download speed of around 600Mbps.
However, this morning, the Hub4 (which I use in Modem Mode) had been functioning intermittently - The status on a variety my devices was that I was connected but 'no internet'. Looking at the Hub 4, it now has a constantly flashing white light, so I assume it is having trouble rebooting. Nevertheless, I have no internet, and I gather that posting the following information should help decipher what could be wrong with my broadband service -
Cable Modem Status | ||
Item | Status | Comments |
Cable Modem Status | Offline | DOCSIS 3.1 |
Primary downstream channel | NotLocked | SC-QAM |
Channel Overview | Downstream | Upstream |
DOCSIS 3.0 channels | 1 | 1 |
DOCSIS 3.1 channels | 0 | 0 |
3.0 Downstream channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
25 | 330750000 | -48.5 | 23.7 | QAM256 | 25 |
3.0 Downstream channels
Channel | Lock Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
25 | NotLocked | 23.715172 | 605 | 2479 |
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 39 | 5120 KSym/sec | 64QAM | 5 |
3.0 Upstream channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | US_TYPE_STDMA | 0 | 0 | 5 | 0 |
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | false |
DOCSIS Mode | 3.1 |
Config file |
Primary Downstream Service Flow
SFID | |
Max Traffic Rate | |
Max Traffic Burst | |
Min Traffic Rate |
Primary Upstream Service Flow
SFID | |
Max Traffic Rate | |
Max Traffic Burst | |
Min Traffic Rate | |
Max Concatenated Burst | |
Scheduling Type |
Network Log
Time | Priority | Description |
Tue 21/09/2021 12:05:56 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:56 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:57 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:57 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:57 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:02 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:02 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:02 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:03 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:05 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:08 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:08 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:08 | 6 | CM-STATUS message sent. Event Type Code: 1; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:09 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:09 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:10 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:10 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:11 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:12 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:13 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:15 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:16 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
5 REPLIES 5
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21-09-2021 14:14 - edited 21-09-2021 14:15
My Hub 4 (Gig1 in modem mode) keeps restarting as the white light continues to keep flashing. After around 20 minutes it connects, but then 10 minutes later it restarts again. I gather the following data is needed to diagnose a problem that I might have -
Cable Modem Status | ||
Item | Status | Comments |
Cable Modem Status | Offline | DOCSIS 3.1 |
Primary downstream channel | NotLocked | SC-QAM |
Channel Overview | Downstream | Upstream |
DOCSIS 3.0 channels | 1 | 1 |
DOCSIS 3.1 channels | 0 | 0 |
3.0 Downstream channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
25 | 330750000 | -48.5 | 23.7 | QAM256 | 25 |
3.0 Downstream channels
Channel | Lock Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
25 | NotLocked | 23.715172 | 605 | 2479 |
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 39 | 5120 KSym/sec | 64QAM | 5 |
3.0 Upstream channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | US_TYPE_STDMA | 0 | 0 | 5 | 0 |
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | false |
DOCSIS Mode | 3.1 |
Config file |
Primary Downstream Service Flow
SFID | |
Max Traffic Rate | |
Max Traffic Burst | |
Min Traffic Rate |
Primary Upstream Service Flow
SFID | |
Max Traffic Rate | |
Max Traffic Burst | |
Min Traffic Rate | |
Max Concatenated Burst | |
Scheduling Type |
Network Log
Time | Priority | Description |
Tue 21/09/2021 12:05:56 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:56 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:57 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:57 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:05:57 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:02 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:02 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:02 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:03 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:04 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:05 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:08 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:08 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:08 | 6 | CM-STATUS message sent. Event Type Code: 1; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:09 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:09 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:10 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:10 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:11 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:12 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:13 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:15 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:06:16 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:07:00 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:07:01 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:07:01 | 6 | CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 12:07:01 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:09:58 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:10:03 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:10:38 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:10:41 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:11:11 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:11:13 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:11:23 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:11:27 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:11:28 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
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on 22-09-2021 09:33
Hi Adinther,
Thank you for reaching out to us here on the community.
I am very sorry to hear you are experiencing issues with the service, I appreciate this must be frustrating.
I have checked your service from our side and it appears your downstream power levels have dropped out of spec within the last 7 days.
Can you please check that the cables leading in to your Hub are secure and without damage for me?
Thanks
Nat
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on 22-09-2021 09:41
Hi Natalie,
Many thanks for your reply, it is most appreciated. After hours of frustration yesterday, Virgin had updated their status page to acknowledge that there was indeed a problem in my area.
I can confirm that after they had stated that the problem had been rectified yesterday evening, there were still a couple of dropouts before the system returned to normal.
So far, everything has been holding steady this morning.
Thanks again,
Adinther.
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on 22-09-2021 09:45
Awesome - Keep your eye on it!
------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7
------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7
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on 22-09-2021 10:01
Hi Adinther,
You're very welcome, I am just happy to hear there has been improvements!
Touch wood, there will be no more issues but please get in touch if we can assist in the future 🙂
Thanks
Nat
