Hub Router Crashing but Internet Okay

[martinbeed]

I have a Hub 3, and the router is exhibiting some strange symptoms that eventually lead to it my losing Internet, after a degradation in service.

What happens is that after about a day, the Wifi light is solid green but the Internet light starts flashing constantly. The horizontal light at the bottom is solid white. I still have Internet, so I generally ignore it. Often I cannot connect to the router via the Virgin Media Connect app, although today I can - but when I try to reboot via the app, nothing happens (even though the app thinks the router rebooted).

Eventually what happens is my router will crash - my Internet service will degrade, and sometimes my Wifi will "disappear" completely for 30 seconds.  All the lights on my router will flash randomly - a bit like a Christmas Tree.

I have spoken to Virgin Media whom have said that I need a faster Internet connection a should upgrade from 100mb to 300mb! Their reasoning is that I have 15 devices connected - but as I've explained, a lot of these are IoT type devices. At most, I really only have maybe two PCs gaming (my teenage boys) and watching something on a Kindle / AppleTV - and I do not have an issue with speed.

Below are some Router Status logs:

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)	202750000	Locked
Ranged Upstream Channel (Hz)	60299951	Locked
Provisioning State	Online

Downstream bonded channels

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

1

202750000

5.9

38

256 qam

9

Downstream bonded channels

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

1

Locked

38.9

6600

30

Upstream bonded channels

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

1

60299951

39.5

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

2

0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	[removed this in case it's sensitive]

Primary Downstream Service Flow

SFID	224858
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	224857
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Time Priority Description

07/07/2021 06:14:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 11:58:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 12:12:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:33:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:33:22	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:26:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:26:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:52:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:52:12	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:50:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:50:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[martinbeed]

Thanks @g0akx - to be honest I would like the “care team” responsible for these comments to see this as a training issue.

It should pretty be obvious to anyone with networking knowledge that this wouldn’t be resolved by adding more bandwidth. And this was a colossal waste of time - I spent over three hours online with the “care team”. 

[Zak_M]

Good morning @martinbeed 

Welcome to the forums and thank you for your post. 

I am sorry to hear that you have had some issues with your services.

I have taken a look over the network and there doesn't appear to be any issues noticed. 

I have however found a prolonged performance issues that I would like to get an engineer to come and take a look over, would you be happy for me to book this for you? 

Kind regards,

Zak_M

[martinbeed]

Hi @Zak_M - I’ve just got off the phone with your call centre and they have finally agreed to send out an engineer. 

Appreciate you taking the time to respond and hoping that this will help move things forward. I will update this thread with the outcome of the engineer visit. 

Martin

[Zak_M]

Thank you for coming back to me @martinbeed 

If you need any further assistance then please do let me know. 

Kind regards,

Zak_M

[g0akc]

---

@martinbeed wrote:

Thanks @g0akx - to be honest I would like the “care team” responsible for these comments to see this as a training issue.

It should pretty be obvious to anyone with networking knowledge that this wouldn’t be resolved by adding more bandwidth. And this was a colossal waste of time - I spent over three hours online with the “care team”. 

---

It would be good if VM followed up on such reports.  Sadly the CS teams usually do little more than follow a script and often take the wrong path, or reach the wrong conclusions, which they then try to 'sell' to customers.

I've experienced similar several times myself - for example, when reporting missing some TV channels the VM agent tried to tell me that I wasn't subscribed to them and I should upgrade my package in order to receive them, despite them having been working the day before.  The actual fault was a bad connection between Colchester and Ipswich in Virgin's TV network.

Part of it also seems to be that VM don't like to accept that there could possibly be something wrong with their network and take the initial stance that the issue must be down to the customer.  Of course, sometimes it is the customer's kit or set up that they need help with, but VM take it too far.

It really should be addressed....

[martinbeed]

The good news is that it does look as though my issues are solved!

The engineer has been and I apparently only had one upstream channel and one downstream. I should of had 4 upstream, and 10-15 downstream.

I seemingly had lots and lots of cabling issues from the road up to, and including, the box inside my house. I'll post my network stats for reference.

Hopefully the customer service reps that I spoke to will be trained on how to identify these sort of issues in the future?

[martinbeed]

Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

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

1	138750000	7	40	256 qam	1
2	146750000	6.8	40	256 qam	2
3	154750000	7	38	256 qam	3
4	162750000	7.4	40	256 qam	4
5	170750000	7.5	40	256 qam	5
6	178750000	7.6	40	256 qam	6
7	186750000	7.6	40	256 qam	7
8	194750000	7.6	40	256 qam	8
9	202750000	7.3	40	256 qam	9
10	210750000	7.3	40	256 qam	10
11	218750000	7.4	40	256 qam	11
12	226750000	7.5	40	256 qam	12
13	234750000	7.3	40	256 qam	13
14	242750000	7.5	40	256 qam	14
15	250750000	7.5	40	256 qam	15
16	258750000	7.3	40	256 qam	16
17	266750000	7	40	256 qam	17
18	274750000	7.3	40	256 qam	18
19	282750000	7.3	40	256 qam	19
20	290750000	7.3	40	256 qam	20
21	298750000	7.4	40	256 qam	21
22	306750000	7.8	40	256 qam	22
23	314750000	7.5	40	256 qam	23
24	322750000	7.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	1619	10744
2	Locked	40.3	1580	10259
3	Locked	38.9	1474	11715
4	Locked	40.3	1354	28160
5	Locked	40.9	1325	15907
6	Locked	40.3	1664	25228
7	Locked	40.3	1649	27318
8	Locked	40.3	1781	26023
9	Locked	40.3	2039	22220
10	Locked	40.9	13848	26998
11	Locked	40.3	24297	23489
12	Locked	40.3	9	5286
13	Locked	40.3	2331	21946
14	Locked	40.3	2537	22488
15	Locked	40.3	2625	23724
16	Locked	40.3	2410	24098
17	Locked	40.3	2450	21960
18	Locked	40.3	2553	18392
19	Locked	40.9	2699	16958
20	Locked	40.3	2655	18764
21	Locked	40.3	2583	18955
22	Locked	40.3	1819	10858
23	Locked	40.3	1821	11849
24	Locked	40.9	1918	10919

Upstream bonded channels

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

1	32600000	40.3	5120	64 qam	5
2	39400000	41	5120	64 qam	4
3	46200000	41	5120	64 qam	3
4	53700000	41	5120	64 qam	2

Upstream bonded 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

[martinbeed]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	[redacted]

Primary Downstream Service Flow

SFID	226936
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	226935
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Time Priority Description

13/07/2021 12:53:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:9	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:16:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:15:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 12:15:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:42:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:42:45	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;
13/07/2021 11:42:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:42:22	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;
13/07/2021 11:41:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:38:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:38:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:38:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:38:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:35:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

That is a horrendous amount of noise!!

[Zak_M]

Thank you for coming back to us. 

There still seems to be an outage in the area, this should be resolved today at 3 o'clock. 

Do keep us up to date with any additional issues.

Kind regards,

Zak_M