Router needs regular reboot

[penders]

My Hub 3 seems to be getting increasingly unreliable. Sometimes there is no wifi signal. Sometimes there is a wifi signal but no internet connection. Sometimes the wifi range seems to reduce and disenfranchises some of the more distant rooms. These problems can be dealt with by turning it off and turning it back on again. But then 2-3 weeks later it starts to mis-behave again.  VM Tech support said that they could send me a free extender. While that could be useful it does not address the underlying problem.

Is it unreasonable of me to be disappointed by this performance?  Do routers deteriorate with age?

[jbrennand]

Can we first clarify whether it is just a wifi issue or something in the network connection.

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[penders]

I've listed 3 recurrent problems. The WiFi problems affect the WiFi. The Internet problems affect all devices.

[jbrennand]

Lets see the connection data - can you do this...
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In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return dont log in just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
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Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[penders]

Network Log

Time Priority Description

16/02/2023 05:18:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2023 10:42:4	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;
13/02/2023 13:38:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 09:18:52	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;
12/02/2023 19:07:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 04:11:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 19:23:36	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;
09/02/2023 16:29:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 16:24:16	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;
08/02/2023 16:52:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 13:46:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 09:09:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 08:22:52	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;
04/02/2023 14:32:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2023 10:29:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2023 18:21:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2023 16:49:52	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;
02/02/2023 14:21:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2023 11:45:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2023 14:33:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[penders]

Upstream bonded channels

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

1	32600000	51	5120	64 qam	7
2	39399970	51	5120	64 qam	6
3	46200000	51	5120	64 qam	5
4	25800039	51	5120	64 qam	8

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	1	0
4	ATDMA	0	0	0	0

 

 

Downstream bonded channels

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

1	202750000	-7.4	38	256 qam	9
2	138750000	-7.4	38	256 qam	1
3	146750000	-7.5	38	256 qam	2
4	154750000	-7.4	38	256 qam	3
5	162750000	-7.4	38	256 qam	4
6	170750000	-7	38	256 qam	5
7	178750000	-7	38	256 qam	6
8	186750000	-7	38	256 qam	7
9	194750000	-7.4	38	256 qam	8
10	210750000	-7.4	38	256 qam	10
11	218750000	-7.5	38	256 qam	11
12	226750000	-7.5	38	256 qam	12
13	234750000	-7.5	38	256 qam	13
14	242750000	-7.7	38	256 qam	14
15	250750000	-8	38	256 qam	15
16	258750000	-8	38	256 qam	16
17	266750000	-8	38	256 qam	17
18	274750000	-8.2	38	256 qam	18
19	282750000	-8.2	38	256 qam	19
20	290750000	-8	38	256 qam	20
21	298750000	-8	38	256 qam	21
22	306750000	-7.9	38	256 qam	22
23	314750000	-7.7	38	256 qam	23
24	322750000	-7.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	19	0
2	Locked	38.6	58	58
3	Locked	38.9	11	0
4	Locked	38.9	38	21
5	Locked	38.6	64	20
6	Locked	38.9	31	0
7	Locked	38.9	23	0
8	Locked	38.9	26	0
9	Locked	38.9	18	0
10	Locked	38.9	10	0
11	Locked	38.6	6	0
12	Locked	38.6	8	0
13	Locked	38.6	13	0
14	Locked	38.9	7	0
15	Locked	38.6	10	0
16	Locked	38.9	14	0
17	Locked	38.9	9	0
18	Locked	38.9	13	0
19	Locked	38.6	9	0
20	Locked	38.9	8	0
21	Locked	38.6	13	0
22	Locked	38.9	7	0
23	Locked	38.6	14	0
24	Locked	38.6	18	0

[Tudor · Accepted solution]

All downstream power levels are way too low and upstream too high. This indicates a cable, loose connection or cabinet fault. Unless there is an area fault 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 status, but this is not recommended as it only covers issues that affect a very large number of customers.

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

If no area faults found:

The primary place to report faults or for service requests is 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.

[Ayisha_B]

Hi @penders 👋,

Welcome back to our Community Forums and thanks for your post. It's great to have you here.

Sorry you've been having some issues with the service. Appreciate it is frustrating and I would love to assist further 😊

Checking things on our systems, and as @Tudor has advised, the power levels are out of spec so I will need to book a technician visit for you. 

Will pop you a PM now to get that arranged. 

Hope to hear from you soon!

[Ayisha_B]

Thanks for confirming the requested details via PM @penders 

I've booked a technician for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!