Menu
Reply
BeauY
  • 5
  • 0
  • 0
Joining in
111 Views
Message 1 of 6
Flag for a moderator

Super Hub 3 Periodically restarting/rebooting - Also consistent packet loss and high latency issues.

Hi,

I am posting here to hopefully get a response from the Virgin Media Forum Team.

Since last Friday my Super Hub 3 has been periodically restarting/rebooting itself for reasons unknown.

I have also set up a Broadband Quality Monitor to help record these incidents, which has also shown that even while my Hub is working I am experiencing constant, up to 20% packet loss as well as latency spikes (see attached pictures).

BQM 13.02.21BQM 13.02.21BQM 14.02.21BQM 14.02.21BQM 15.02.21BQM 15.02.21

As you can see, there appears to be a window between approx. 11:30pm and 5:30am where the internet works absolutely fine with an acceptable latency and no packet loss.

I have also taken the liberty of including my downstream, upstream and network logs as I have seen in other posts there are often requested. Please find these below in my following reply.

0 Kudos
Reply
BeauY
  • 5
  • 0
  • 0
Joining in
108 Views
Message 2 of 6
Flag for a moderator

Re: Super Hub 3 Periodically restarting/rebooting - Also consistent packet loss and high latency issues.

Downstream bonded channels

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

1339000000340256 qam26
22030000003.540256 qam9
32110000003.540256 qam10
42190000003.540256 qam11
52270000003.440256 qam12
62350000003.740256 qam13
72430000003.240256 qam14
82510000003.240256 qam15
92590000003.540256 qam16
102670000003.240256 qam17
112750000003.240256 qam18
12283000000340256 qam19
132910000003.540256 qam20
142990000003.440256 qam21
15307000000340256 qam22
163150000003.240256 qam23
17323000000340256 qam24
183310000003.540256 qam25
193470000002.240256 qam27
203550000002.740256 qam28
213630000002.240256 qam29
223710000002.540256 qam30
233790000002.440256 qam31
243870000001.940256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked40.3120
3Locked40.370
4Locked40.350
5Locked40.970
6Locked40.960
7Locked40.3150
8Locked40.990
9Locked40.390
10Locked40.950
11Locked40.970
12Locked40.940
13Locked40.9110
14Locked40.9120
15Locked40.370
16Locked40.980
17Locked40.970
18Locked40.9100
19Locked40.3160
20Locked40.370
21Locked40.9110
22Locked40.980
23Locked40.370
24Locked40.3110

 

Upstream bonded channels

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

14620000041.5512064 qam1
22580000041.5512064 qam4
33260000041.5512064 qam3
43940000041.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA001

0

 

 

0 Kudos
Reply
BeauY
  • 5
  • 0
  • 0
Joining in
107 Views
Message 3 of 6
Flag for a moderator

Re: Super Hub 3 Periodically restarting/rebooting - Also consistent packet loss and high latency issues.

 

Network Log

Time Priority Description

15/02/2021 12:31:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:11:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:10:50criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:08:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:08:41criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:08:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:42:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:04:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 05:37:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 22:43:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 19:16:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 19:16:23criticalTFTP Request Retries exceeded, CM unable to register

 

0 Kudos
Reply
BeauY
  • 5
  • 0
  • 0
Joining in
106 Views
Message 4 of 6
Flag for a moderator

Re: Super Hub 3 Periodically restarting/rebooting - Also consistent packet loss and high latency issues.

It is also worth noting that yesterday afternoon your service status page acknowledged that there was an issue in my area affecting broadband and that an engineer was on-site attempting to resolve this.


The service status page is now showing no issues, which I can somewhat confirm in the sense that my Hub is no longer restarting/rebooting itself, however, as you can see in the above BQM from today I am still experiencing unacceptable packet loss and latency issues, which quite frankly is disappointing considering the cost of the service I am paying for.


Any help would be much appreciated.
Many thanks.

0 Kudos
Reply
jbrennand
  • 20.62K
  • 2.19K
  • 3.64K
Very Insightful Person
Very Insightful Person
78 Views
Message 5 of 6
Flag for a moderator
Helpful Answer

Re: Super Hub 3 Periodically restarting/rebooting - Also consistent packet loss and high latency issues.

Try a pinhole reset of the Hub as below. Also see what's reported on the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

_________

Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !
With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

See if that sorts it.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
BeauY
  • 5
  • 0
  • 0
Joining in
73 Views
Message 6 of 6
Flag for a moderator

Re: Super Hub 3 Periodically restarting/rebooting - Also consistent packet loss and high latency issues.

Thanks for your suggestions, the automated service status number was able to confirm that they are working to improve the service in my postcode area and that this may result in disruptions to my broadband service.

I was also able to complete the pinhole reset as suggested and after a little while, my connection is reporting no packet loss on BQM.

I can tentatively say that this has resolved my issue but will continue to monitor my connection so I can confirm otherwise.

 

0 Kudos
Reply