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whoops1234
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Router keeps restarting

After 12 phone calls and 5 engineers visits my broadband problem is still not fixed. Everything has been replaced but still no closer, can anyone help??

 
Network LogTime Priority Description
11/06/2021 17:43:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:43:20criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:43:20criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:36:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:36:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:36:34criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:30:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:29:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:29:48criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 17:25:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Web capture_12-6-2021_92641_www.thinkbroadband.com.jpeg

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whoops1234
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Re: Router keeps restarting

Anyone?

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gary_dexter
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Re: Router keeps restarting

A forum rep will respond in 5-10 days usually.

Is the whole connection dropping for both wired and wireless devices?


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whoops1234
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Re: Router keeps restarting

Ah ok thank you, did realise the response was  that long. 

Yes the whole connection is going down(both wired and wireless)

 

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gary_dexter
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Re: Router keeps restarting

Post the full Network, Upstream and Downstream logs from the hubs admin pages back here as text. You might need to split it into multiple posts 


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whoops1234
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Re: Router keeps restarting

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1258750000-0.740256 qam16
21387500000.240256 qam1
31467500000.540256 qam2
41547500000.540256 qam3
51627500000.240256 qam4
61707500000.240256 qam5
71787500000.240256 qam6
81867500000.440256 qam7
91947500000.240256 qam8
10202750000040256 qam9
11210750000040256 qam10
12218750000-0.240256 qam11
13226750000-0.440256 qam12
14234750000-0.540256 qam13
15242750000-0.740256 qam14
16250750000-0.740256 qam15
17266750000-0.740256 qam17
18274750000-0.540256 qam18
19282750000-0.440256 qam19
20290750000-0.240256 qam20
21298750000040256 qam21
22306750000040256 qam22
233147500000.240256 qam23
243227500000.240256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.360
2Locked40.350
3Locked40.950
4Locked40.950
5Locked40.350
6Locked40.350
7Locked40.300
8Locked40.950
9Locked40.940
10Locked40.950
11Locked40.350
12Locked40.950
13Locked40.350
14Locked40.360
15Locked40.340
16Locked40.350
17Locked40.350
18Locked40.950
19Locked40.350
20Locked40.350
21Locked40.330
22Locked40.340
23Locked40.350
24Locked40.950

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000049.3512064 qam2
25370000049.8512064 qam1
33940000048.8512064 qam3
43260000049512064 qam4



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0040
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Kath_F
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Re: Router keeps restarting

Hi whoops1234, 

Thanks for your post and apologies to hear about the issues you have been having that are affecting your broadband connection. 

Taking a look at the account I can see there is a pro longed issue where the hub hasn't needed to be rebooted. I'd like to arrange for an engineer to come and check things. I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team



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metodi
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Message 8 of 10
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Re: Router keeps restarting

I have the same problem. My Hub 3 is restarting one or more times every single day for more than 10 days already.

I did several restarts and factory resets and the result is the same. Didn't have a chance to book an engineer 😞

Too bad to hear that the engineer visit and hub replacement cannot solve the problem.

VM Support Team, do you have a suggestions how to resolve the issue?

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Tudor
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Message 9 of 10
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Re: Router keeps restarting

@metodi please raise a separate post. It’s exceedingly difficult to respond when you “coat tail” on other people’s posts. Even when symptoms seem very similar often the cause is not the same.


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
Hayley_S
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Re: Router keeps restarting

Hello @metodi,

 

Welcome to the community page, thank you for reaching out to us.

 

We do normally require you to make a separate post but I checked into this for you.

 

I managed to locate your account using your forums details, I checked your equipment and there does seem to be low connection throughout your home, this is due to in-home networking issues, can you try disconnecting all devices and re adding them one by one? See when the speed and connection gets effected?

 

Look forward to your response.

Hayley
Forum Team



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