Virgin Media Community

[hammic]

My SuperHub 3 started acting strange tonight.  First I completely lost the Wi-Fi, then the green Wi-Fi light on the SH3 started blinking about twice a second until I rebooted it.  I could still access the internet on my wired computers while the Wi-FI was off and the light flashing.  Very odd.

I checked 192.168.0.1 in Network Log and found this message, which was when my troubles started:

NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

With the SuperHub now restarted, all seems to be working normally again.  But is this perhaps a symptom of an underlying issue?

[hammic]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	49600000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	7.1	38	256 qam	1
2	147000000	6.9	38	256 qam	2
3	155000000	6.8	38	256 qam	3
4	163000000	6.9	38	256 qam	4
5	171000000	6.8	38	256 qam	5
6	179000000	6.8	38	256 qam	6
7	187000000	6.6	38	256 qam	7
8	195000000	6.4	38	256 qam	8
9	203000000	6	38	256 qam	9
10	211000000	5.8	38	256 qam	10
11	219000000	5.6	38	256 qam	11
12	227000000	5.5	38	256 qam	12
13	235000000	5.1	38	256 qam	13
14	243000000	5	38	256 qam	14
15	251000000	4.8	38	256 qam	15
16	259000000	4.8	38	256 qam	16
17	267000000	4.4	38	256 qam	17
18	275000000	4.6	38	256 qam	18
19	283000000	4.5	38	256 qam	19
20	291000000	5.3	38	256 qam	20
21	299000000	5.5	38	256 qam	21
22	307000000	5.8	38	256 qam	22
23	315000000	6	38	256 qam	23
24	323000000	6.4	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	8	0
2	Locked	38.6	6	0
3	Locked	38.9	6	0
4	Locked	38.9	6	0
5	Locked	38.9	0	0
6	Locked	38.9	4	0
7	Locked	38.6	5	0
8	Locked	38.9	6	0
9	Locked	38.6	8	0
10	Locked	38.9	4	0
11	Locked	38.6	6	0
12	Locked	38.6	6	0
13	Locked	38.9	6	0
14	Locked	38.6	5	0
15	Locked	38.6	0	0
16	Locked	38.6	4	0
17	Locked	38.6	0	0
18	Locked	38.6	0	0
19	Locked	38.6	0	0
20	Locked	38.6	6	0
21	Locked	38.6	5	0
22	Locked	38.9	6	0
23	Locked	38.6	2	0
24	Locked	38.9	5	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	40.8	5120	32 qam	1
2	43100000	40.8	5120	16 qam	2
3	23600092	41.3	5120	16 qam	5
4	30100000	40.8	5120	16 qam	4
5	36600000	40.5	5120	32 qam	3

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	197148
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	197147
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

25/02/2023 20:47:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:45:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:43:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:42:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:41:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:36:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:33:58	Error	Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:29:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:29:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:16:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 11:48:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Matthew_ML]

Hey hammic, thank you for reaching out and I am sorry to hear you've been having some connection issues.

I have taken a look at our side and I can't see any major issues at all, everything is looking fine.

Your levels are very healthy, how has the connection been since Monday? Thanks 

[Adduxi]

NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism is a normal reaction from the Hub's CPU when it gets overloaded.  It restarts the kernal rather than restarting the whole Hub, as this is much quicker.

Also note your Upstream QAM's are all wrong, they should be QAM 64 on all channels.  There is a problem on the circuit and this needs fixed by a VM technician.  Reboot the Hub and see what the US reports after an hour or so.  They should all stay at 64

[hammic]

https://community.virginmedia.com/t5/Forum-Archive/Slow-upload-speed-10Mbps-out-of-20Mbps/td-p/48079...

I was told about the modulation problem about 1.5 years ago in above thread.  Engineers have been out, scratched their heads and walked out without being able to fix the issue.  Seemingly the problem lies in a cabinet, however I have seen other friend's stats (who don't live in the same area as me) which show the same mixed modulations for upstream.

As far as I can tell I haven't been affected again by the original issue in this thread.  I will post my stats below, although the SH3 hasn't been restarted for a couple of days - but at least you can see how my stats look after settling down over a few days.

[hammic]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	49600090	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	7	38	256 qam	1
2	147000000	6.8	38	256 qam	2
3	155000000	6.6	38	256 qam	3
4	163000000	6.6	38	256 qam	4
5	171000000	6.6	38	256 qam	5
6	179000000	6.5	38	256 qam	6
7	187000000	6.5	38	256 qam	7
8	195000000	6.1	38	256 qam	8
9	203000000	5.9	38	256 qam	9
10	211000000	5.6	38	256 qam	10
11	219000000	5.5	38	256 qam	11
12	227000000	5.5	38	256 qam	12
13	235000000	5	38	256 qam	13
14	243000000	4.9	38	256 qam	14
15	251000000	4.6	38	256 qam	15
16	259000000	4.5	38	256 qam	16
17	267000000	4.3	38	256 qam	17
18	275000000	4.5	38	256 qam	18
19	283000000	4.3	38	256 qam	19
20	291000000	5	38	256 qam	20
21	299000000	5.3	38	256 qam	21
22	307000000	5.5	38	256 qam	22
23	315000000	5.9	38	256 qam	23
24	323000000	6.1	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	3276	52
2	Locked	38.6	658	7
3	Locked	38.9	250	0
4	Locked	38.6	713	0
5	Locked	38.9	150	0
6	Locked	38.9	171	0
7	Locked	38.6	194	0
8	Locked	38.9	507	0
9	Locked	38.6	87335	0
10	Locked	38.6	51848	0
11	Locked	38.9	136	0
12	Locked	38.6	423	0
13	Locked	38.6	8858	922
14	Locked	38.6	459	0
15	Locked	38.6	275	0
16	Locked	38.6	97	0
17	Locked	38.6	213	0
18	Locked	38.6	153	0
19	Locked	38.6	114	0
20	Locked	38.9	100	0
21	Locked	38.6	113	0
22	Locked	38.9	78	0
23	Locked	38.9	59	0
24	Locked	38.6	53	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600090	40.8	5120	32 qam	1
2	43100072	40.8	5120	16 qam	2
3	23600039	41.3	5120	16 qam	5
4	30099927	40.5	5120	16 qam	4
5	36600000	40.5	5120	32 qam	3

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	197924
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	197923
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[hammic]

Network Log

Time	Priority	Description
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 22:08:15	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:50:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:48:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:47:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:45:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:43:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:42:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:41:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:36:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:33:58	Error	Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:29:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:29:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 20:16:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 11:48:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2023 12:31:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2023 12:29:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2023 12:26:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2023 12:22:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Sephiroth]

The ATOM issue is well known and is due to a flaw in the Intel ATOM chip used in the Hub 3. The VM Forum Team know this full well but won’t admit it even though this flaw is fully in the public domain. Adduxi has explained the effect of the fault and VM should not be supplying this flawed to device to its customers.

So when the FT say they can’t see anything wrong in your stats, the Network Log shows something very wrong and I suspect that editorial policy prevents them from acknowledging the fact.

[hammic]

@Sephiroth - I'm sure you've helped on these forums in the past, so I greatly value your input.

My SH3 is quite a few years old, is there anyway I can persuade the tech support to send me another SH3 to try?

I would have considered a SH4, but apparently they use the same Atom chipset/CPU as the SH3.  I doubt I could get a SH5, but I am tempted to badger retentions enough to see if they arrange for one to be sent out to me.

I've been a customer for nearly 25 years, since the days of NTL, so i like to think that they might help me out.  But I know that things are ran on a shoestring budget at VM these days, with what feels like the sole goal of milking the customer dry for their pensions and staff soirées.

[Sephiroth]

The Hub 4 doesn't use the flawed PUMA 6 chipset; it uses, AFAIK, the Puma 7. I've never seen an ATOM restart reported on the Hub 4. I've had ne for the past three years and not a sausage has gone wrong.