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tlerner87
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Router restarts itself 3-7 times per week

Hi,

Im getting frustrated by the frequency that my Superhub 3 is (randomly?) restarting itself. Its not just the wifi, anything connected by ethernet also disconnects.

My partner uses video conferencing for work almost constantly and she's getting furious! We have ultimate ooomph 600 and we are happy with the speed but its just not very reliable!

Ive done some searching on the forums and seen a lot of people with similar T3 time out/ranging errors...

Could somebody please help. Many thanks.

 

LOGS:

Downstream bonded channels

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

1202750000840256 qam9
2210750000838256 qam10
32187500007.840256 qam11
42267500007.640256 qam12
52347500007.538256 qam13
62427500007.439256 qam14
72507500007.340256 qam15
82587500007.540256 qam16
92667500007.840256 qam17
102747500007.940256 qam18
11282750000840256 qam19
122907500008.440256 qam20
132987500008.540256 qam21
143067500008.540256 qam22
153147500008.540256 qam23
163227500008.640256 qam24
173307500008.640256 qam25
183387500008.840256 qam26
193467500008.940256 qam27
20354750000940256 qam28
21362750000940256 qam29
22370750000940256 qam30
233787500008.940256 qam31
243867500008.540256 qam32



Downstream bonded channels

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

1Locked40.3190
2Locked38.950
3Locked40.350
4Locked40.350
5Locked38.940
6Locked39.360
7Locked40.350
8Locked40.350
9Locked40.310
10Locked40.350
11Locked40.970
12Locked40.350
13Locked40.350
14Locked40.360
15Locked40.350
16Locked40.340
17Locked40.900
18Locked40.960
19Locked40.350
20Locked40.950
21Locked40.370
22Locked40.370
23Locked40.960
24Locked40.370

 

 

Upstream bonded channels

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

13940000040.5512064 qam2
24620000040.8512064 qam1
32580000039.8512064 qam4
43260000040.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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tlerner87
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Re: Router restarts itself 3-7 times per week

Network Log

Time Priority Description

24/06/2021 09:47:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 03:14:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 00:23:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 23:21:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 10:02:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 22:35:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 21:33:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 17:32:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 13:24:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 17:33:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 08:55:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 14:57:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:53:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:28:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:07:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 12:50:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 22:31:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Adduxi
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Re: Router restarts itself 3-7 times per week

Downstream power levels could be lower as they are right at the top range,  which is -6 to +10.  All other power levels look okay.

Try a 60 second pin hole reset and do NOT reboot the Hub afterwards, just let it do it's thing.

Other than this, check all connections to the Hub are nice and "finger" tight.

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Andrew-G
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Re: Router restarts itself 3-7 times per week

Probably the hub isn't rebooting, more likely it's "re-registering" with the cable network.  It looks the same to you and I, it takes as long, but the distinction is that re-registering is caused by a broadband connection that's so poor the hub has to let go and start from scratch, whereas a genuine reboot is usually a power supply or hardware fault with the hub.

At the moment you took that data, all was within accepted ranges, although downstream power is too high for my personal liking.  The regular daily T3 errors in the network log are too frequent again for my liking.  On their own I'm not sure they tell a clear story, but I lean towards this being a poor connection not a power supply or hardware fault.  The low downstream error counts and the empty upstream timeout table suggest the hub had recently been restarted, and that clears the error and timeout counts.

If you can let the hub run for (say) 8 or 12 or 24 hours without you rebooting it or turning it off, and then repost all the data, then we can see if there's more frequent timeouts and errors.  Also, I'd recommend you setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality That will show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately. 

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tlerner87
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Re: Router restarts itself 3-7 times per week

Thank you both for the suggestions and insights.

I suspect you are correct that this is happening because the broadband quality was so bad it let go, because when it happened this morning, I was actually using the Virgin 360 tv guide at the time and it couldnt even load the little thumbnails of the box sets etc - and then a few minutes later everything rebooted/reregistered.

So here is my plan:

-check all connections are tight

-pinhole reset router etc

-install BQM

-leave for 24-48 hr and repost all logs and the BQM report.

Thanks for your help.

Akua_A
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Re: Router restarts itself 3-7 times per week

Hi @tlerner87

 

Welcome back to our community forums. 

 

Sorry to hear you are having issues with hub resets. We can understand the inconvenience this may have caused. As mentioned by our community, please try the pin hole reset and monitor your service for the next 24-48 hrs.

 

Posting your BQM results will help us to diagnose where the problem may lay.

 

Please get back to us when you can.

 

Many thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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tlerner87
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Re: Router restarts itself 3-7 times per week

I pin hole restarted the router 3 days ago (26th June, evening), and have let it run. I will post the new logs and BQM below:

It seems to have stopped the T3 errors and i havent noticed any downtime since 🙂

My BQM graph seems to have periods with slow pings but maybe thats normal?

 

Downstream bonded channels

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

13307500008.540256 qam25
22027500007.638256 qam9
32107500007.438256 qam10
4218750000740256 qam11
5226750000738256 qam12
62347500007.340256 qam13
72427500007.340256 qam14
8250750000740256 qam15
92587500007.140256 qam16
102667500007.640256 qam17
112747500007.840256 qam18
12282750000840256 qam19
132907500008.140256 qam20
142987500008.540256 qam21
153067500008.540256 qam22
163147500008.640256 qam23
173227500008.840256 qam24
183387500008.440256 qam26
193467500008.340256 qam27
203547500008.540256 qam28
213627500008.640256 qam29
223707500008.940256 qam30
233787500008.840256 qam31
243867500008.340256 qam32



Downstream bonded channels

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

1Locked40.3290
2Locked38.9350
3Locked38.990
4Locked40.3200
5Locked38.9200
6Locked40.3280
7Locked40.3400
8Locked40.3460
9Locked40.3340
10Locked40.3330
11Locked40.3390
12Locked40.3250
13Locked40.3290
14Locked40.3230
15Locked40.3350
16Locked40.3230
17Locked40.3330
18Locked40.3320
19Locked40.3350
20Locked40.3320
21Locked40.9370
22Locked40.3110
23Locked40.3190
24Locked40.3170

 

Upstream bonded channels

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

14620000040.8512064 qam1
23940000040.3512064 qam2
32579998539.5512064 qam4
43260000040512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0030
3ATDMA0030
4ATDMA0010

 

 

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tlerner87
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Re: Router restarts itself 3-7 times per week

Network Log

Time Priority Description

26/06/2021 20:17:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 18:42:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 18:21:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 17:47:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 17:58:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 09:47:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 03:14:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 00:23:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 23:21:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 10:02:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 22:35:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 21:33:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 17:32:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 13:24:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 17:33:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 08:55:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 14:57:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tlerner87
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Re: Router restarts itself 3-7 times per week

https://www.thinkbroadband.com/broadband/monitoring/quality/share/334445664003321b91df16ae6468beddc854d7e1-29-06-2021

 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/334445664003321b91df16ae6468beddc854d7e1-29-06-2021"><img alt="My Broadband Ping - Virgin Media Hub 3 600Mbps" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/334445664003321b91df16ae6468beddc854d7e1-29-06-2021.png" /></a>

Screenshot 2021-06-29 124537.png

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John_GS
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Message 10 of 12
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Re: Router restarts itself 3-7 times per week

Hi tlerner87

 

How's the service been since the reset?

 

Best,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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