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Hub 5 rebootin the last couple of days.

fizz
Superfast

The last couple of days I have been suffering from this -

 

01-02-2023 10:09:54criticalCable Modem Reboot due to RG crash
31-01-2023 11:54:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 11:54:12criticalCable Modem Reboot due to RG crash
31-01-2023 09:37:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 09:37:06criticalCable Modem Reboot due to RG crash

 

Any advice would be welcome

 

My Broadband Ping - Virgin Modem Mode
1 ACCEPTED SOLUTION

Accepted Solutions

Hi All 👋 Just returning to this public thread with an update!

Huge thanks to Fizz for PMing with me. 📨 I was able to identify some issues with their connection which required an engineer visit to further investigate. The engineer appointment went well, where they replaced some equipment (Equaliser on the router, cable to the splitter, and a join.)

They also advised if issues persist that a cable re-pull to replace the cabling entering the property may be needed. 

From our side today things look as though they have stabilised so hopefully any issues are now resolved, but please do get back in touch if you have further problems in future so we can pick this back up where we left off, and book a re-pull if needed. 

Thank you for your patience whilst we looked into this for you and offered support! Fingers crossed 🤞 the issues are sorted for good!

Wishing you all the best. 🌞

Molly

See where this Helpful Answer was posted

14 REPLIES 14

Adduxi
Very Insightful Person
Very Insightful Person

Post the power levels, Pre and PostRS errors and network log from the Hub. Once done we can comment.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000003.739QAM 2561
21470000003.439QAM 2562
31550000003.239QAM 2563
41630000002.939QAM 2564
51710000002.539QAM 2565
61790000002.239QAM 2566
7187000000239QAM 2567
81950000001.839QAM 2568
92030000001.639QAM 2569
102110000001.639QAM 25610
112190000001.539QAM 25611
122270000001.339QAM 25612
13235000000139QAM 25613
142430000000.839QAM 25614
152510000000.539QAM 25615
162590000000.439QAM 25616
172670000000.239QAM 25617
182750000000.139QAM 25618
192830000000.139QAM 25619
202910000000.139QAM 25620
212990000000.239QAM 25621
223070000000.239QAM 25622
233150000000.339QAM 25623
243230000000.539QAM 25624
253310000000.639QAM 25625
263390000000.739QAM 25626
273470000000.939QAM 25627
283550000000.939QAM 25628
293630000000.939QAM 25629
303710000000.839QAM 25630
313790000000.539QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3900
2Locked3900
3Locked3900
4Locked3900
5Locked3900
6Locked3900
7Locked3900
8Locked3900
9Locked3900
10Locked3900
11Locked3900
12Locked3900
13Locked3900
14Locked3900
15Locked3900
16Locked3900
17Locked3900
18Locked3900
19Locked3900
20Locked3900
21Locked3900
22Locked3900
23Locked3900
24Locked3900
25Locked3900
26Locked3900
27Locked3900
28Locked3900
29Locked3900
30Locked3900
31Locked3900
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000445120QAM 641
14310000043.55120QAM 642
23660000043.55120QAM 643
33010000043.35120QAM 644
42360000042.55120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
This is all I have on the network log prior to my reboot.... 
01-02-2023 10:10:06criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 10:09:54criticalCable Modem Reboot due to RG crash
31-01-2023 11:54:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 11:54:12criticalCable Modem Reboot due to RG crash
31-01-2023 09:37:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 09:37:06criticalCable Modem Reboot due to RG crash
29-01-2023 13:56:12criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-01-2023 13:56:01criticalCable Modem Reboot due to power button reset
15-01-2023 13:38:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
 
 
My Broadband Ping - Virgin Modem Mode

Also when I do a hub test on the status pages I get back -

Looks like there’s still an issue with your connection

We’re looking into it. Check back here after 21 hours and if there’s still an issue we’ll help you book a technician.

My Broadband Ping - Virgin Modem Mode

Hi Fizz 👋 welcome back to the community! Thank you for posting. 

Sorry to hear about these issues with your Hub 5. I've had a quick look on our systems and it does look as though you have had quite a few disconnections over the past 5 days. I will send you a PM now to confirm a few details and get a technician booked out! You can find this in the top right corner of the page in your Inbox. 

We can then return to this public thread with an update when possible!

Thank you for your patience in the meantime. Wishing you all the best 🌞

Molly

Hi @Molly_T have replied. The disconnections are probably me rebooting lots because the status checker has told me to??!!! I have not had the RG crash since Tuesday but if you are seeing something different your end then see my message.

My Broadband Ping - Virgin Modem Mode

hey Fizz , let me know what happens next pal. very interested in this as it's happening to me over the last 4days now. I've reported it in and VM monitoring to see what happens over the next 24 hours. I'm see that RG crash in my log several times now. I carry out a power cycle then it appears to run ok again. However I don't know how long this is going last. had several drops yesterday. so far just the two times today🤷

Not had any drops since I did a power off reboot three days ago or since Tuesday after I rebooted after rhe third rg crash. Strongly no response to my pm reply (within minutes of rhe forum post and pm message) to them with all my details and the disconnects being me rebooting....

 

Sounds like you have had more luck at least you got through to someone. I don't think there is an issue now to be honest. It's either an update that has not worked correcr or needs a full reboot or something going on in my area.

My Broadband Ping - Virgin Modem Mode

l no reply from Molly T and another Cable Modem Reboot due to RG crash error today at 10:03 a week after the last one.  @snout any luck with your problem report

My Broadband Ping - Virgin Modem Mode

no mate. still same here . had a couple more yesterday and today. not as frequently but still happening. could only get the bot on VM 🤦