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Repeatedly having to re-boot hub to re-connect internet access

TR1
Tuning in

We have on-going issues since beginning of November 2022 which, coincidentally, was when we had our Volt speed upgrade to 125Mbs from 100Mbs.  Our hub seems to freeze and stop working several times a day.  There is an orange light on the Hub3 but our broadband connection disappears and we lose internet connectivity.  In most cases the only thing that works is to re-boot the Hub - it rarely reconnects the broadband without intervention.  We have had 3 hub replacements, cabling checked and tested and VM report that there are no issues in the area.  We are due our 4th hub in 4 days again.  We keep getting told it's because of IoT devices and we have "too many devices" connected.  Including our laptops, phones, TVs, firesticks, Hive etc we have 30 devices registered on the hub.  I can't believe that we are the only uses of IoT on Virgin Media???? Also, we have always had this many devices without any issues previously.

We've also recently moved DHCP off the Hub in an effort to ease any load on the Hub although this was never a problem previously.  We have just recently signed a new contract for another 18months with VM in the hope that this would change something.  Prior to this period we've been with VM for 16months without any issues.

I've raised a complaint and received an email being told that the resolution is

Here's what we offer as a resolution:
Billing ->Extra guidance on billing

We had our 3rd hub replacement about 5 days ago. Unfortunately I didn't download any logs till today but as you can see we are having reports of

RCS Partial Service

SYNC Timing Synchronization failure

No Ranging Response received - T3 time-out

NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism

I'm at my wits end.  Please can anyone point us in the right direction.  I've included my logs below.

TIA

Network Log

Time

Priority

Description

19/12/2022 12:58:18

notice

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

19/12/2022 10:47:22

Warning!

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

19/12/2022 10:47:22

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/12/2022 10:47:22

Warning!

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

19/12/2022 10:47:18

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/12/2022 10:47:18

Warning!

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

19/12/2022 10:47:18

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/12/2022 10:47:17

Warning!

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

18/12/2022 21:43:30

notice

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

18/12/2022 18:33:22

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/12/2022 11:48:20

notice

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

16/12/2022 16:08:25

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/12/2022 17:43:25

notice

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

14/12/2022 17:43:7

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/12/2022 17:31:34

notice

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

14/12/2022 00:48:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/12/2022 13:28:48

notice

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

13/12/2022 13:26:33

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/12/2022 13:26:33

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/12/2022 12:26:49

notice

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

 

 

6 REPLIES 6

TR1
Tuning in

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

290750000

Locked

Ranged Upstream Channel (Hz)

46200024

Locked

Provisioning State

Online

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

290750000

6

40

256 qam

20

2

202750000

7.9

40

256 qam

9

3

210750000

7.8

40

256 qam

10

4

218750000

8

40

256 qam

11

5

226750000

7.8

40

256 qam

12

6

234750000

7.5

40

256 qam

13

7

242750000

7.1

40

256 qam

14

8

250750000

7

40

256 qam

15

9

258750000

6.8

40

256 qam

16

10

266750000

6.6

40

256 qam

17

11

274750000

6.3

40

256 qam

18

12

282750000

6

40

256 qam

19

13

298750000

6

40

256 qam

21

14

306750000

5.8

40

256 qam

22

15

314750000

5.9

40

256 qam

23

16

322750000

6

40

256 qam

24

17

330750000

6

40

256 qam

25

18

338750000

6.3

40

256 qam

26

19

346750000

6.3

40

256 qam

27

20

354750000

6.4

40

256 qam

28

21

362750000

6.4

40

256 qam

29

22

370750000

6.4

40

256 qam

30

23

378750000

6.5

40

256 qam

31

24

386750000

6.5

40

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

15

0

2

Locked

40.3

5

0

3

Locked

40.9

6

0

4

Locked

40.9

4

0

5

Locked

40.9

21

0

6

Locked

40.9

5

0

7

Locked

40.3

4

0

8

Locked

40.3

5

0

9

Locked

40.9

6

0

10

Locked

40.9

7

0

11

Locked

40.9

7

0

12

Locked

40.9

8

0

13

Locked

40.3

10

0

14

Locked

40.9

10

0

15

Locked

40.9

10

0

16

Locked

40.9

11

0

17

Locked

40.3

10

0

18

Locked

40.3

7

0

19

Locked

40.3

12

0

20

Locked

40.3

11

0

21

Locked

40.3

13

0

22

Locked

40.9

16

0

23

Locked

40.3

9

0

24

Locked

40.3

8

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200024

32.5

5120

64 qam

11

2

23600000

32.5

5120

64 qam

14

3

32600000

32.5

5120

64 qam

13

4

39399979

32.5

5120

64 qam

12

 

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

g87dsfd;kfoA,.iyewrkldJKD

 

Primary Downstream Service Flow

SFID

26390

Max Traffic Rate

143750047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

26387

Max Traffic Rate

22000047

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

 

 

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Hi TR1, 

 

Thank you for your post and welcome to the forums. 

 

I apologise for the issues you've been faced with here! Thank you also for the information you've provided, it's most helpful when looking into any issues. I have seen enough to know that it would be best to send you a private message so I can confirm some details with you. 

 

Cheers, 

Ryan. 

Thanks, Ryan, fantastic service! Our connection is stable again. Your resolution to our problem to increase power levels worked. 

 

Thanks for the update TR1,

We're really pleased that the engineers visit resolved the issue for you. We'll pass your thanks on to Ryan for you. If you have any further issues, please come back to us through this channel.

Kind regards Jodi. 

Soooo. it's January 2023 now and the changes that the engineer made to our Hub3 that stabilised our Hub3 lasted for 7 days over Christmas then we were back to where we were before.  From 2 January things got even worse and we were re-booting the VM Hub about 5-6 times a day.  After installing a BQM we could see that the external WAN port remained up and active and the internal LAN port was forwarding data but somewhere in between, in the Hub, there was a failure that we can't explain that was causing our VM Hub to halt and us having to re-boot the device to kick it back into service.   Obviously not acceptable.  VM agreed to release us penalty free from our recently signed contract.  But no other broadband providers have the speeds that we get from VM fibre so we needed to find a solution.  We did some more research and bought a Draytek Vigor router, changed our VM Hub3 to modem mode and since installation haven't had to re-boot once.  We are getting our full bandwidth download speeds and the broadband connection is stable.

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi TR1, 

Thank you for updating the thread. 

We are sorry to hear the issues you have experienced but it sounds like you have been able to resolve the issue with the new equipment. 

If we can assist with anything in the future, please do not hesitate to get in touch. 

Thanks, 

 

Nat