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Message 1 of 11
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Super Hub 3 Reboots every night just after midnight

Is there a reason why the Hub 3 reboots each night just after midnight?

This has been happening for a over a week or so. 

It used to be during the afternoon in March-April, then it settled down. Now it's back in November doing it routinely at roughly the same time. 

I have searched for answers in the forum but they end up unanswered with engineers being sent out but with no response as to how the issue was resolved (if at all)

Others are basically the same. 

Considering the significant drop in customer service over the years I doubt this will ever get resolved or picked up with any serious effort, especially with a pandemic (which makes already existing lazy people who hate their jobs not want to do anything at all) 

So it would be nice to be proved wrong once and a while to actually get helped by someone who knows that their talking about and also cares. 

To you I say thank you in advance!

To the other I say keep your mediocrity for someone who doesn't care like you. 

Sorry for the rant I'm just someone who just can't believe how the world accepts such poor treatment and refuses to accept any less that their best. 

Legend79

 

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Message 2 of 11
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Re: Super Hub 3 Reboots every night just after midnight

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 11
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Re: Super Hub 3 Reboots every night just after midnight

It's usually due to maintenance work on the network.

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Message 4 of 11
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Re: Super Hub 3 Reboots every night just after midnight

My BQM 

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Message 5 of 11
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Re: Super Hub 3 Reboots every night just after midnight

Just before it conks out @ 00:07 5th November 2020

Downstream bonded channels

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

1258750000-5.738256 qam16
2202750000-438256 qam9
3210750000-4.238256 qam10
4218750000-4.238256 qam11
5226750000-4.538256 qam12
6234750000-4.938256 qam13
7242750000-5.538256 qam14
8250750000-5.938256 qam15
9266750000-5.538256 qam17
10274750000-5.538256 qam18
11282750000-5.538256 qam19
12290750000-5.738256 qam20
13298750000-5.538256 qam21
14306750000-5.538256 qam22
15314750000-5.538256 qam23
16322750000-5.738256 qam24
17330750000-5.938256 qam25
18370750000-638256 qam26
19378750000-6.238256 qam27
20386750000-6.738256 qam28
21394750000-6.738256 qam29
22402750000-6.938256 qam30
23410750000-6.738256 qam31
24418750000-6.738256 qam32

 

Downstream bonded channels (table 2)

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

1Locked38.94150
2Locked38.9120
3Locked38.9550
4Locked38.9320
5Locked38.9270
6Locked38.6250
7Locked38.9570
8Locked38.9900
9Locked38.61270
10Locked38.95350
11Locked38.9480
12Locked38.9340
13Locked38.92840
14Locked38.64460
15Locked38.6954325
16Locked38.91242526
17Locked38.675512
18Locked38.62060
19Locked38.6390
20Locked38.9410
21Locked38.6500
22Locked38.9520
23Locked38.9590
24Locked38.9420

 

Upstream bonded channels (table 1)

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

1536999615.2512016 qam2
2394000294.7512064 qam4
3461999904.725512064 qam3

 

Upstream bonded channels (table 2)

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u+voc-b.cm

 

Primary Downstream Service Flow

SFID31846
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID31845
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Message 6 of 11
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Re: Super Hub 3 Reboots every night just after midnight

Behold! 5th November @ 00:35 and again @ 00:54 (while typing this reply..  will post the network log in a second post)

So the network actually indicates that something occurs always after midnight. Can anyone explain/elaborate on this?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
258750000
Ranging
Ranged Upstream Channel (Hz)
Update in progress
undefined
Provisioning State
Offline

 

Downstream bonded channels

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

1258750000-5.538256 qam16


Downstream bonded channels

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

1Locked38.910

 

Upstream bonded channels

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


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
 



Primary Downstream Service Flow

SFID
Max Traffic Rate
Max Traffic Burst
Min Traffic Rate



Primary Upstream Service Flow

SFID
Max Traffic Rate
Max Traffic Burst
Min Traffic Rate
Max Concatenated Burst
Scheduling Type

 

Network Log

Time Priority Description

01/01/1970 00:02:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:31:19criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:30:55criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:30:55criticalRanging Request Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:24:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:24:6criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:24:6criticalRanging Request Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:17:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:17:18criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:17:18criticalRanging Request Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:10:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:10:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:10:29criticalRanging Request Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:04:5criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:03:41criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:03:41criticalRanging Request Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:57:17criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:56:53criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:56:53criticalRanging Request Retries exhausted;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:50:28criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 11
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Re: Super Hub 3 Reboots every night just after midnight

Happened@ 00:54 again right after it came back as stated in the previous post. 

Network Log

Time Priority Description

05/11/2020 00:52:56criticalNo Ranging Response received - T3 time-out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:48:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:48:11Warning!RCS Partial Service;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:47:43criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:47:30Warning!Lost MDD Timeout;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:47:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:47:26Warning!RCS Partial Service;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:47:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:47:25Warning!RCS Partial Service;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:42:48criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:42:24Warning!TCS Partial Service;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:42:24criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:42:24criticalRanging Request Retries exhausted;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:42:4criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06:48criticalNo Ranging Response received - T3 time-out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06:45Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:6criticalNo Ranging Response received - T3 time-out;CM-MAC=4**********:fb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
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Message 8 of 11
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Re: Super Hub 3 Reboots every night just after midnight

That looks like a dreadful connection that will need VM to take a look and a probable tech visit.

Just to double check and start from a clean sheet - can you follow this procedure.

-------------------------------------------------------------

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.

Post up the stats again after that.

Also, in the meantime, if you haven’t already, set up a free “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” (as per instructions on the TB website) when you have the first 24h period.

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

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 11
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Re: Super Hub 3 Reboots every night just after midnight

Thanks for your reply. 

Yes it is a dreadful connection, but only after midnight. Please understand this important pattern of behaviour. After midnight.

So in response to your request to hop skip and dance through your very lovely script of to do's... To that I say No. I will do no such thing.

Why?

Because I'm tired of it. Tired of doing the same thing over and over again fully well knowing it is not going to solve anything. 

And I have already posted the Broadband Quality Link in my previous post as I was already asked to provide this. Did you bother to read the thread?

Again thank you for responding but I think I'm going to wait for something more actionable, something definitive and useful. 

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Message 10 of 11
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Re: Super Hub 3 Reboots every night just after midnight


@Legend79 wrote:

Thanks for your reply. 

Yes it is a dreadful connection, but only after midnight. Please understand this important pattern of behaviour. After midnight.

So in response to your request to hop skip and dance through your very lovely script of to do's... To that I say No. I will do no such thing.

Why?

Because I'm tired of it. Tired of doing the same thing over and over again fully well knowing it is not going to solve anything. 

And I have already posted the Broadband Quality Link in my previous post as I was already asked to provide this. Did you bother to read the thread?

Again thank you for responding but I think I'm going to wait for something more actionable, something definitive and useful. 


Your Power Levels are out of spec.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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