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OR8
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Router Randomly Rebooting

Hi,

I've recently started experiencing the exact same issue as per this post below. My stats are reasonable the same. However, I do have BQM monitors to support the drop outs, that coincide with the reboot of the Hub (and the logs). Upon phoning support they said everything was ok and cannot replace any equipment for example to help any further fault finding. There also didn't appear any route to sending an engineer out either. They said, just monitor it for 48 hours. Well I have for a couple on months and now I phoned to get some help, which didn't work. My broadband has been perfect for many years, this is a recent issue in the last couple of months.

https://community.virginmedia.com/t5/Networking-and-WiFi/Router-Randomly-Rebooting/m-p/4740750#M4119...

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gary_dexter
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Message 2 of 11
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Re: Router Randomly Rebooting

It's unlikely the hub is power-cycling but just losing connection to the network.

Post the network, upstream and downstream logs back here as text

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OR8
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Re: Router Randomly Rebooting

thanks for replying so quickly. Stats below.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 283000000 -3.9 35 256 qam 19
2 139000000 -1.2 35 256 qam 1
3 147000000 -1.7 34 256 qam 2
4 155000000 -1.9 35 256 qam 3
5 163000000 -2 35 256 qam 4
6 171000000 -2 35 256 qam 5
7 179000000 -2.4 35 256 qam 6
8 187000000 -2.5 35 256 qam 7
9 195000000 -2.9 35 256 qam 8
10 203000000 -3.2 35 256 qam 9
11 211000000 -3.5 35 256 qam 10
12 219000000 -3.5 35 256 qam 11
13 227000000 -3.7 34 256 qam 12
14 235000000 -4.2 35 256 qam 13
15 243000000 -4.5 35 256 qam 14
16 251000000 -4 35 256 qam 15
17 259000000 -3.2 35 256 qam 16
18 267000000 -3.5 35 256 qam 17
19 275000000 -3.7 35 256 qam 18
20 291000000 -4 35 256 qam 20
21 299000000 -3.7 35 256 qam 21
22 307000000 -3.9 35 256 qam 22
23 315000000 -4 35 256 qam 23
24 323000000 -4.2 35 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 35.5 187 0
2 Locked 35.5 110 0
3 Locked 34.9 319 0
4 Locked 35.7 197 0
5 Locked 35.5 161 0
6 Locked 35.5 182 0
7 Locked 35.5 142 0
8 Locked 35 249 0
9 Locked 35.5 124 0
10 Locked 35 325 0
11 Locked 35 327 0
12 Locked 35 292 0
13 Locked 34.9 306 0
14 Locked 35.5 196 0
15 Locked 35.5 234 0
16 Locked 35 245 0
17 Locked 35.5 154 0
18 Locked 35.5 139 0
19 Locked 35.5 165 0
20 Locked 35.5 233 0
21 Locked 35.5 195 0
22 Locked 35.7 69 0
23 Locked 35.5 129 0
24 Locked 35.5 176 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 47.8 5120 64 qam 3
2 39400000 45.8 5120 64 qam 4
3 53700000 47.8 5120 64 qam 2
4 60300000 47.8 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network Log
Time Priority Description
15/06/2021 09:24:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 21:26:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 21:38:16 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 21:38:16 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 06:34:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:11:57 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:11:57 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 18:25:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 12:56:8 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 12:56:8 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 08:24:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 07:23:24 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 07:23:24 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 13:57:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 04:56:41 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 04:56:41 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 22:40:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 16:56:41 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 16:56:41 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 15:13:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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gary_dexter
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Message 4 of 11
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Re: Router Randomly Rebooting

Nothing amiss there - nothing that indicates any drops anyway.

Post a link to your BQM share.

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OR8
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Re: Router Randomly Rebooting

https://www.thinkbroadband.com/broadband/monitoring/quality/share/96f2d7fa7aa32dbd0de109a671cce39649...

This shows my outages from yesterday. The hub has always been in modem mode, but I was advised today to put it into router mode to test, but that's going to be difficult after today or rather when everyone gets home......

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gary_dexter
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Message 6 of 11
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Re: Router Randomly Rebooting

What other router are you using?

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Message 7 of 11
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Re: Router Randomly Rebooting

the last connection drop was around 10:20pm on the 14/06. I then logged onto the hub to check stats and uptime. Whilst I couldn't determine much from the up/down stats, the hub uptime was 12 minutes. Which coincides with when the connection was lost and then re-established during my checks.

OR8_1-1623757557801.png

 

 

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OR8
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Message 8 of 11
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Re: Router Randomly Rebooting

i'm using Eero Pro's as my main router, hardwired to the Hub (in modem mode). 

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Message 9 of 11
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Re: Router Randomly Rebooting

Hi @OR8

 

Thanks for posting on here and keeping us updated. 

 

Sorry to hear you're having some issues, however, I've just taken a look at your account and everything does look all okay to me. There are no errors or outages that could be causing any issues. 

 

How are things today? Have they improved at all? 
 

Thanks 

Sasha - Forum Team


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OR8
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Message 10 of 11
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Re: Router Randomly Rebooting

Well the good news is my connection has remained stable since my call to support and posting on this forum (over 48 hrs). I'm unable to determine the root cause. I did end up swapping between modem and router mode to test (all ok). I also threw in a factory reset for good measure, so perhaps did too much hence unable to determine fix. Thanks for the community help.

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