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My Hub 3 Randomly Reboots

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dark_knightuk
Tuning in

on ‎02-08-2022 17:54

Ive seen a few posts on this.

Recently its been happening more and more. I tired logging a engineer with the app while it was down but on the day it was working so they cancelled the engineer automatically! heh

I managed to just get onto the hub now and pull the stats and logs. It is in modem mode, connected to a linksys velop 3 node mesh and a switch.

Here are the stats:

 

2nd aug reboot 17:25

Downstream bonded channels

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

1              235000000           0.9          37           256 qam               13

2              139000000           5              38           256 qam               1

3              147000000           4.4          37           256 qam               2

4              155000000           4              37           256 qam               3

5              163000000           3.5          37           256 qam               4

6              171000000           3.5          37           256 qam               5

7              179000000           2.9          37           256 qam               6

8              187000000           2.7          37           256 qam               7

9              195000000           2.2          37           256 qam               8

10           203000000           1.7          37           256 qam               9

11           211000000           1.7          37           256 qam               10

12           219000000           1.4          33           256 qam               11

13           227000000           1.2          36           256 qam               12

14           243000000           0.5          37           256 qam               14

15           251000000           0.5          37           256 qam               15

16           259000000           0.5          37           256 qam               16

17           267000000           0.7          37           256 qam               17

18           275000000           0.5          37           256 qam               18

19           283000000           0.5          37           256 qam               19

20           291000000           0.7          38           256 qam               20

21           299000000           0.7          37           256 qam               21

22           307000000           0.5          37           256 qam               22

23           315000000           0              37           256 qam               23

24           323000000           0              38           256 qam               24

 

 

Downstream bonded channels

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

1              Locked  37.6        61375    3835

2              Locked  38.6        3344249                122213

3              Locked  37.3        2216314                937829

4              Locked  37.3        5042       206221

5              Locked  37.3        972         21611

6              Locked  37.6        4334       111616

7              Locked  37.6        1905059                1288879

8              Locked  37.6        1993487                830549

9              Locked  37.6        2956634                230282

10           Locked  37.3        1926714                5693

11           Locked  37.3        1985724                2799

12           Locked  33.8        709         14789

13           Locked  36.6        1213556                855295

14           Locked  37.6        2661       1495

15           Locked  37.3        2630       1525

16           Locked  37.3        2356       1347

17           Locked  37.6        2762       1201

18           Locked  37.6        26073    1018

19           Locked  37.3        27425    818

20           Locked  38.6        44445    837

21           Locked  37.6        5962       887

22           Locked  37.6        5668       995

23           Locked  37.6        27048    1042

24           Locked  38.6        81519    1015

 

Upstream bonded channels

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

1              23599947             41.5        5120       64 qam 14

2              32600036             42           5120       64 qam 13

3              39399983             48.5        5120       64 qam 12

4              46199964             43           5120       64 qam 11

 

 

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

 

General Configuration

Network access               

Allowed

Maximum Number of CPEs        

1

Baseline Privacy               

Enabled

DOCSIS Mode   

Docsis30

Config file           

vca69834ncxv9873254k;fg87dsfd

 

 

Primary Downstream Service Flow

SFID       11556

Max Traffic Rate               117000047

Max Traffic Burst              42600

Min Traffic Rate                0

 

 

Primary Upstream Service Flow

SFID       11530

Max Traffic Rate               10500047

Max Traffic Burst              16320

Min Traffic Rate                0

Max Concatenated Burst              16320

Scheduling Type               BestEffort

 

02/08/2022 17:28:54        notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:57        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:57        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:52        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:51        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:36        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:35        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:29        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:28        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:23        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:23        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:13        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:11        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:6          Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:5          critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:3          Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:3          Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:2          Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:1          Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2022 17:26:1          Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Refresh data

Item      Status   Comments

Acquired Downstream Channel (Hz)      

235000000

Locked

Ranged Upstream Channel (Hz)

23599947

Locked

Provisioning State           

Online

 

Key thing I see is the downstream errors? If this is the issue and not a red herring what is the correct process to get this sorted out?

 

Cheers,

Bil

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Tudor
Very Insightful Person
Very Insightful Person
In response to dark_knightuk

on ‎03-08-2022 20:25

SNR too low on many channels which is probably causing your problem, possibly that’s noise ingress. You will need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

See where this Helpful Answer was posted

6 REPLIES 6

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Tudor
Very Insightful Person
Very Insightful Person

on ‎02-08-2022 20:32

Downstream error do look bad, but you cannot tell when they happened as the log is accumulative since the hub was last turned on. So please power off the hub for 5 minutes and then turn on. After two hours take a new full set of stats and post them. We can then see if they are recent errors and if they are still happening.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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dark_knightuk
Tuning in
In response to Tudor

on ‎03-08-2022 18:33

Thank you for your response.

So I did that and here are the full stats:

3/8/2022

After 10 min reboot 

 

ItemStatusCommentsAcquired Downstream Channel (Hz)

235000000

Locked

Ranged Upstream Channel (Hz)

39400014

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

235000000

0.9

36

256 qam

13

2

139000000

3

33

256 qam

1

3

147000000

2.2

26

256 qam

2

4

163000000

1.7

26

256 qam

4

5

171000000

2.2

31

256 qam

5

6

179000000

2

33

256 qam

6

7

187000000

1.7

33

256 qam

7

8

195000000

1.2

31

256 qam

8

9

203000000

1.2

31

256 qam

9

10

211000000

0.7

32

256 qam

10

11

243000000

0.7

36

256 qam

14

12

251000000

0.9

36

256 qam

15

13

259000000

1

35

256 qam

16

14

267000000

1

34

256 qam

17

15

275000000

0.9

35

256 qam

18

16

283000000

0.7

35

256 qam

19

17

291000000

0.7

35

256 qam

20

18

299000000

0.9

36

256 qam

21

19

307000000

0.2

36

256 qam

22

20

315000000

0

36

256 qam

23

21

323000000

0

37

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

36.6

157

40

2

Locked

33

2074326

266

3

Locked

26.6

3217336

5259394

4

Locked

26.8

5252827

3216881

5

Locked

31.6

929014

28

6

Locked

33.4

74288

26

7

Locked

33

546952

29

8

Locked

31.6

1874596

27

9

Locked

31.4

1155371

20

10

Locked

32.6

113933

25

11

Locked

36.6

132

20

12

Locked

36.6

75

64

13

Locked

35.7

80

44

14

Locked

34.9

327

25

15

Locked

35

705

73

16

Locked

35.5

2425

24

17

Locked

35.5

2117

0

18

Locked

36.6

1187

9

19

Locked

36.3

182

12

20

Locked

36.6

59

12

21

Locked

37.3

52

12

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400014

48

5120

64 qam

12

2

46200009

48.5

5120

64 qam

11

3

53700075

51

5120

64 qam

10

4

60300041

51

5120

64 qam

9




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

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

xv9873254k;fg87dsfd;kfoA,.iye




Primary Downstream Service Flow

SFID

11556

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

11530

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Refresh data

Network Log

Time

Priority

Description

03/08/2022 18:20:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:20:46

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:20:31

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:20:30

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:20:17

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:20:17

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:52

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:44

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:44

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:31

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:28

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:19:27

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:18:17

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:18:15

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:18:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:17:59

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:17:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2022 18:17:41

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

As you can see the downstream is still all over the place, what would be the next steps?

 

Cheers,

 

Bil

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Tudor
Very Insightful Person
Very Insightful Person
In response to dark_knightuk

on ‎03-08-2022 20:25

SNR too low on many channels which is probably causing your problem, possibly that’s noise ingress. You will need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

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dark_knightuk
Tuning in
In response to Tudor

on ‎08-08-2022 09:27

Ive waited a few days and no one has been in touch!

 

Its been working fine during that time, I will give them a bell and I assume I mention this forum post as well so they can see what has been checked already?

 

Cheers

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John_GS
Forum Team
Forum Team
In response to dark_knightuk

on ‎10-08-2022 09:37

Hi @dark_knightuk

Thanks for posting and welcome to the community. Sorry to hear of the rebooting issue. 

Can you reboot the router for me please? The reason being, no upstream channels are showing. Let me know 🙂

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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dark_knightuk
Tuning in
In response to John_GS

on ‎10-08-2022 17:59

An engineer came round today and tested the line, he said there were loads of errors indicating a line fault. 

 

He then tested then line coming into the house and that was fine, he then tested the cable from the internal junction box to the virgin hub and that was faulty. 

He replaced that and it seems to be fine, I will monitor and see how it goes. 

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