Super Hub 3 reboots / resets itself frequently

[xillius200]

Hi,

Hope someone can take a look or help, having issues with with my my Hub 3.0 possibly. It started randomly rebooting for last two days. Network log hasn't actually recorded any issues at all or anything actually for past 2 days. Apart from LAN login success and a normal DHCP renew on the 14th. No T1-T4 timeouts on upstream and Downstream looks fine as well, Power (dBmV) between 1.7 - 5.8, 24 channels, no Pre RS or Post RS errors. SNR (dB) is the same as it has been for the entire year, 36-37

Even just as a test, swapped out the cable with a spare rg6 coaxial cable I kept from a sky box. Still Reboots...even without any devices connected at all to the network (yes, terms and contract I put the old cable back) 

Any help would be appreciated

[lotharmat]

Swapping out CoAx is against the T&Cs and can cause a massive amount of problems as inferior ones can introduce noise into a whole segment!

Post up the whole suite of stats - I'm tending to the spread of 1.7 --> 5.8 is too wide and could cause the dropouts (not reboots - just the modem trying to re-negotiate a whole channel set - Looks like a reboot though)

[Yorkypudding]

Hi. Had the same problem. First engineer to call played around with cables without sucess. Second engineer replaced my Hub 3 with new Hub 4 and not had an issue since. Based on my experience and other comments on this subject in this forum I definately believe its a Hub 3 issue. Try and insist you get your hub 3 replaced with hub 4.

[xillius200]

I would be worried if both a sky coax cable and one from my workplace would be of lower quality, especially one from work. For testing purposes as long as the original is put back in place it rules out cable issues, so had to be done to rule it out. With covid and various people still getting it I would rather break the T&C slightly to test than catch anything as have a vulnerable partner.

Noticed Downdetector has virgin media users flagging up reboots and connection issues past few days...they seem to have posted this morning around 9 the same time they started happening again...https://downdetector.co.uk/status/virgin-media/ wouldn't surprise me anymore if it's just VM

Downstream bonded channels

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

1	402750000	2.2	37	256 qam	30
2	202750000	3	35	256 qam	9
3	210750000	3.2	36	256 qam	10
4	218750000	3	36	256 qam	11
5	226750000	2.5	36	256 qam	12
6	234750000	1.9	36	256 qam	13
7	242750000	1.9	36	256 qam	14
8	250750000	1.9	36	256 qam	15
9	258750000	1.5	36	256 qam	16
10	266750000	2.7	36	256 qam	17
11	274750000	4.1	37	256 qam	18
12	282750000	4.5	37	256 qam	19
13	290750000	4.8	37	256 qam	20
14	298750000	5	37	256 qam	21
15	306750000	5	37	256 qam	22
16	314750000	5.4	37	256 qam	23
17	322750000	5.5	37	256 qam	24
18	330750000	5	37	256 qam	25
19	370750000	3.2	37	256 qam	26
20	378750000	2.2	36	256 qam	27
21	386750000	2	36	256 qam	28
22	394750000	2.2	37	256 qam	29
23	410750000	2.4	37	256 qam	31
24	418750000	2.2	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	0	0
2	Locked	35.7	6	0
3	Locked	36.6	5	0
4	Locked	36.6	5	0
5	Locked	36.3	2	0
6	Locked	36.3	0	0
7	Locked	36.3	0	0
8	Locked	36.3	5	0
9	Locked	36.3	0	0
10	Locked	36.6	0	0
11	Locked	37.3	5	0
12	Locked	37.3	6	0
13	Locked	37.6	5	0
14	Locked	37.6	6	0
15	Locked	37.6	5	0
16	Locked	37.6	7	0
17	Locked	37.3	4	0
18	Locked	37.6	0	0
19	Locked	37.3	0	0
20	Locked	36.6	0	0
21	Locked	36.6	5	0
22	Locked	37.6	6	0
23	Locked	37.3	5	0
24	Locked	37.3	6	0

[xillius200]

Is there a way to book an engineer or get something raised without having to phone...cannot get through at all

End up getting the message, which is useless...

Thanks for doing your in-home checks. Please pop back 24 hours after you've done these checks and if you're still experiencing intermittent blips on your service you'll be able to book an engineer appointment online.

[xillius200]

This morning internet has gone off again a couple of moments ago, Line stats from this morning, differ from yesterday and noticed before every reboot, while nothing is captured in network log I get 

Internet(Access denied) under the Hub 3.0 Status, believe this can be caused by dodgy cabling/the cabinet looking at other post, and with the error message from the test seems to point to the same.

Downstream bonded channels

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

1	402750000	3.4	37	256 qam	30
2	202750000	4.4	36	256 qam	9
3	210750000	2.2	35	256 qam	10
4	218750000	3.7	36	256 qam	11
5	226750000	3.5	36	256 qam	12
6	234750000	2.9	36	256 qam	13
7	242750000	2.7	36	256 qam	14
8	250750000	2.7	36	256 qam	15
9	258750000	2.5	36	256 qam	16
10	266750000	3.5	36	256 qam	17
11	274750000	5	37	256 qam	18
12	282750000	5.4	37	256 qam	19
13	290750000	5.5	37	256 qam	20
14	298750000	5.9	37	256 qam	21
15	306750000	5.9	37	256 qam	22
16	314750000	6.1	38	256 qam	23
17	322750000	6.5	37	256 qam	24
18	330750000	6	37	256 qam	25
19	370750000	4.5	37	256 qam	26
20	378750000	3.5	37	256 qam	27
21	386750000	3.2	37	256 qam	28
22	394750000	3.5	37	256 qam	29
23	410750000	3.5	37	256 qam	31
24	418750000	3.4	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	5	0
2	Locked	36.3	0	0
3	Locked	35.5	6	0
4	Locked	36.6	0	0
5	Locked	36.6	12	0
6	Locked	36.3	7	0
7	Locked	36.3	5	0
8	Locked	36.6	4	0
9	Locked	36.3	0	0
10	Locked	36.3	0	0
11	Locked	37.3	4	0
12	Locked	37.6	4	0
13	Locked	37.6	5	0
14	Locked	37.6	6	0
15	Locked	37.6	4	0
16	Locked	38.6	4	0
17	Locked	37.6	5	0
18	Locked	37.6	0	0
19	Locked	37.3	0	0
20	Locked	37.3	0	0
21	Locked	37.3	6	0
22	Locked	37.6	5	0
23	Locked	37.6	6	0
24	Locked	37.6	13	0

Upstream bonded channels

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

1	60299961	44.5	5120	64 qam	1
2	39400009	41.5	5120	64 qam	4
3	46199988	42.5	5120	64 qam	3
4	53699979	44.5	5120	64 qam	2

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	0	0
4	ATDMA	0	0	0	0

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	402750000	Locked
Ranged Upstream Channel (Hz)	60299961	Locked
Provisioning State	Online

[xillius200]

May as well use this as a log as currently still happening, white light flashing on HUB 3.0, multiple red lights, it reboots then reconnects. Still nothing in logs and stats have changed, see below. Happened a few seconds ago

Acquired Downstream actually went as low as 306xxxxxxx earlier on? 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	402750000	Locked
Ranged Upstream Channel (Hz)	60300048	Locked
Provisioning State	Online

Downstream bonded channels

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

1	402750000	3	37	256 qam	30
2	202750000	2.5	35	256 qam	9
3	210750000	3	36	256 qam	10
4	218750000	3.5	36	256 qam	11
5	226750000	3	36	256 qam	12
6	234750000	2.5	36	256 qam	13
7	242750000	2.5	36	256 qam	14
8	250750000	2.4	36	256 qam	15
9	258750000	2	36	256 qam	16
10	266750000	3.2	36	256 qam	17
11	274750000	4.8	37	256 qam	18
12	282750000	5	37	256 qam	19
13	290750000	5.4	37	256 qam	20
14	298750000	5.6	37	256 qam	21
15	306750000	5.6	37	256 qam	22
16	314750000	6	37	256 qam	23
17	322750000	6.1	37	256 qam	24
18	330750000	5.6	37	256 qam	25
19	370750000	4	37	256 qam	26
20	378750000	3	37	256 qam	27
21	386750000	2.7	37	256 qam	28
22	394750000	3	37	256 qam	29
23	410750000	3.2	37	256 qam	31
24	418750000	3	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	0	0
2	Locked	35.7	2	0
3	Locked	36.6	6	0
4	Locked	36.6	4	0
5	Locked	36.3	12	0
6	Locked	36.3	0	0
7	Locked	36.3	3	0
8	Locked	36.3	0	0
9	Locked	36.3	0	0
10	Locked	36.3	0	0
11	Locked	37.3	5	0
12	Locked	37.3	3	0
13	Locked	37.3	5	0
14	Locked	37.3	6	0
15	Locked	37.6	5	0
16	Locked	37.6	4	0
17	Locked	37.6	4	0
18	Locked	37.6	5	0
19	Locked	37.6	0	0
20	Locked	37.3	0	0
21	Locked	37.3	0	0
22	Locked	37.6	6	0
23	Locked	37.3	6	0
24	Locked	37.6	12	0

Upstream bonded channels

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

1	60300048	44.5	5120	64 qam	1
2	39400021	41.5	5120	64 qam	4
3	46200012	43	5120	64 qam	3
4	53700017	44.5	5120	64 qam	2

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	0	0
4	ATDMA	0	0	0	0

[xillius200]

Not recording the various dropouts throughout the day...

Would be my luck if unrelated but exact time of posting this/above, lots of people on Downdector - https://downdetector.co.uk/status/virgin-media/ posted as virgin media outage

Network Log

Time Priority Description

17/08/2021 23:26:12	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 11:38:5	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:34:14	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

All Hub stats look ok to me.

If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

[xillius200]

I can set it up to keep virgin media happy...but not sure how I need to justify a very basic issue of the actual HUB 3.0 restarting compared to wifi dropouts, when I have tested directly via ethernet and Wi-Fi from the HUB itself and through another router setup in DMZ to forward all traffic which I had to install, running the wifi/ethernet through it as well as I already had issues with the known HUB 3 problems with the puma chipset being crap and UDP traffic crawling to 0 when in modem mode.....to stop any network drops with large UDP traffic, I am literally sat in front of the HUB which is across the room and can see it when it reboots and reconnects on the status page to the internet, which it wouldn't do from a simple wifi/lan dropout....disconnected every device, both wifi and lan and still having full on network dropouts/hub rebooting by itself should be investigated regardless of BQM or me having to prove that the quality is crap with a free checker...any previous ISP if there was connection issues and Dynamic Line Management kicking in on VDSL, would send out an engineer pretty quickly without any issues especially when the SNR margin was too high or it was set to interleave and showing pretty high, without any quality checker and would make sure the basic checks have been done and that's about it. I just don't appreciate how you have said "true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts" - if it was a simple wifi/local network issue I wouldn't be posting here....trust me, rest of the network has been including tcpdump and capturing of packets from 3rd party router and has been fully tested including latency etc. it's either down to VM's equipment/network and which they should provide support.

Will post BQM, may as well post anyway to move process along will do it from VM HUB rather then 3rd party router with ICMP echo requests allowed. Just as troubleshooting has been carried out...it's kind of narrowed it down already, live BQM below