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martinbeed
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Hub Router Crashing but Internet Okay

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

12027500005.938256 qam9



Downstream bonded channels

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

1Locked38.9660030

 

Upstream bonded channels

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

16029995139.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020

 

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

SFID224858
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID224857
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Time Priority Description

07/07/2021 06:14:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 11:58:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 12:12:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:33:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:33:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:26:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:26:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:52:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:52:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:50:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 23:50:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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lotharmat
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Re: Hub Router Crashing but Internet Okay

Looks like the modem is losing connection to the CMTS!

When it is back on - properly and you are getting data, repost all the stats from the tabs (up and downtream)

I'd imagine there is a serious problem with power or noise!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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martinbeed
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Re: Hub Router Crashing but Internet Okay

Thanks @Iotharmat - status below (have had to post in multiple posts due to character limit)

Cable Modem Status

Item Status Comments

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

 

 

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martinbeed
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Re: Hub Router Crashing but Internet Okay

Downstream bonded channels

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

11387500005.638256 qam1
21467500004.938256 qam2
31547500005.838256 qam3
41627500007.138256 qam4
51707500008.140256 qam5
61787500007.940256 qam6
71867500007.340256 qam7
81947500006.840256 qam8
9202750000640256 qam9
102347500006.540256 qam13
112427500006.538256 qam14
12250750000740256 qam15
13258750000738256 qam16
14266750000740256 qam17
15274750000740256 qam18
162827500007.340256 qam19
172907500006.540256 qam20
182987500007.538256 qam21
193067500007.538256 qam22
20314750000840256 qam23
213227500008.438256 qam24



 

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martinbeed
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Re: Hub Router Crashing but Internet Okay

Downstream bonded channels

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

1Locked38.624998
2Locked38.920
3Locked38.6110
4Locked38.960
5Locked40.960
6Locked40.340
7Locked40.300
8Locked40.3170
9Locked40.360
10Locked40.300
11Locked38.900
12Locked40.300
13Locked38.960
14Locked40.300
15Locked40.300
16Locked40.300
17Locked40.300
18Locked38.950
19Locked38.900
20Locked40.900
21Locked38.940

 

Upstream bonded channels

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

13260000041.5512064 qam5
23940000042.3512064 qam4
35370000040.8512064 qam2
44620000040.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

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



Primary Downstream Service Flow

SFID225426
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID225425
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

07/07/2021 06:59:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:59:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:58:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:58:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:58:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:14:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 11:58:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 12:12:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:42:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:41:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:33:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:33:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 00:26:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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martinbeed
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Re: Hub Router Crashing but Internet Okay

To add - I get "Internet(Partial Service (DS only))" after a reboot. This goes away after about a day.

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lotharmat
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Re: Hub Router Crashing but Internet Okay

Power levels look fine... Hmmm -

VM Forum staff will need to take a look!

Ignore CS - a faster internet connection will only mean that you suffer the same loss with a faster speed between losses! - It P155es me off immensely that they try this - It clearly works though! It is 'scammer-like' behaviour!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

martinbeed
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Message 8 of 20
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Re: Hub Router Crashing but Internet Okay

Agreed - I'm relatively tech savy, but not a network expert. To quote the support person I spoke with: "What I can suggest as a expert in my field is to upgrade your speed for an uninterrupted broadband experience, we would only want our customers to have the best broadband experience".

Personally I think either there is a hardware issue with my router, or an issue with the line quality that is causing my router to get clogged up with error messages etc.

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g0akc
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Re: Hub Router Crashing but Internet Okay

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”

Ignore that BS.  We have far more devices, mainly IoT, on such a connection without issue.

As already said, such up selling when there’s a fault is despicable.

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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lotharmat
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Re: Hub Router Crashing but Internet Okay

Having worked with 'offshore' call centres in a previous job - I can confirm that *all* they see the job as is a route into acting - and they see it as a small acting job - not a 'service' or 'technical' job at all.



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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