Super Hub 3 reboots / resets itself frequently

[badger999]

I am having nonstop issues with the Super hub 3 router that keeps resetting rebooting itself since the past few weeks. All wired and wifi connections drop until the reboot is complete and then everything starts working again. This happens at least 7-8 times a day sometimes more. Various complaints made via telephone to Virgin Media who don't appear to care. All phones for technical faults are handled by call takers in India who read from a script and it appears that they don't have a clue about the issues. I have resorted to taking the matter through ADR scheme through the regulators to seek Virgin media bosses attention on this issue as they appear to not really be bothered. Virgin Media will not send a tech out or replace the router and frankly are an appalling company to deal with. Any one have a fix for this?

[Matrick]

Hi Nat and Kath

I think I spoke too soon, the SuperHub is gradually starting to drop out again. I noticed once yesterday and twice today so far. I also noticed Network speeds dropping at times (upload and download, starting Thursday), current download speeds of only 120Mb some time after re-boot and it has never been this low, in case it's relevant.

I have pasted the network logs below. Any thoughts?

Thank

Mattt

Time	Priority	Description
02/04/2022 12:57:24	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
02/04/2022 12:57:23	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
02/04/2022 12:57:23	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
02/04/2022 12:57:23	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2022 12:56:59	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
02/04/2022 12:56:59	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
02/04/2022 12:56:15	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 20:05:16	Warning!	RCS Partial Service;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 20:04:22	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 20:03:9	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:59:9	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:59:9	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:59:9	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:59:6	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:58:54	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:58:54	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:58:21	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:58:21	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:58:21	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 19:57:37	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

[Yorkypudding]

Hi 

As I posted last June in my opinion all these issues are down to a faulty Hub design and no amount of tweaking and resetting will cure the problem. Insist on getting one of the new Hubs I did and have had no issues since.

[Matrick]

Thanks for the feedback YorkyP

If I am honest I would very much like to try a new SuperHub. If anything it rules it in or out as part of a systematic process of elimination.

Hi Kath and Nat,

Is this something that could be arranged as part of this process?

Thanks

Matrick

[SCA1972]

@Matrick The only way to guarantee a newer hub is to subscribe to the 1 Gig tier as that requires a Hub 4.

You might want to have a look on this forum about the number of complaints there are about the Hub 4, they far outweigh any issues that are related to the Hub 3. I would not go with the anecdotal evidence of one user. I’m not saying the Hub 3 is perfect, and they can develop faults, but the issues you are describing are not typical of a working Hub 3.

The issue is far more likely to be related to your line than the hub, which a Hub 4 would not fix.

In addition to the log could you post the downstream and upstream power level figures from the hub? If not I’m sure one of the forum team will be along shortly and can run tests.

______________________
Scott

My setup: VM TV 360 box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[Matrick]

Thanks 

Useful feedback, good to know how my issues do not sound like typical hub faults, appreciated.

Power levels are listed below, good suggestion.

Thanks

Matrick

Downstream bonded channels

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

1	266750000	-1	40	256 qam	17
2	138750000	-0.7	40	256 qam	1
3	146750000	-1.4	40	256 qam	2
4	154750000	-1.5	40	256 qam	3
5	162750000	-1.5	40	256 qam	4
6	170750000	-1.2	39	256 qam	5
7	178750000	-1.2	40	256 qam	6
8	186750000	-1.2	40	256 qam	7
9	194750000	-1.2	40	256 qam	8
10	202750000	-1	40	256 qam	9
11	210750000	-1	40	256 qam	10
12	218750000	-0.7	40	256 qam	11
13	226750000	-0.9	40	256 qam	12
14	234750000	-1	40	256 qam	13
15	242750000	-1	40	256 qam	14
16	250750000	-1.2	40	256 qam	15
17	258750000	-1	40	256 qam	16
18	274750000	-1.4	40	256 qam	18
19	282750000	-1.2	40	256 qam	19
20	290750000	-1.2	40	256 qam	20
21	298750000	-1.2	40	256 qam	21
22	306750000	-0.9	40	256 qam	22
23	314750000	-0.7	40	256 qam	23
24	322750000	-0.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	11864	350
2	Locked	40.9	648041	1144941
3	Locked	40.3	204638	5714
4	Locked	40.3	91827	1743
5	Locked	40.9	96222	1890
6	Locked	39.8	80254	1627
7	Locked	40.9	73886	1096
8	Locked	40.9	81900	1369
9	Locked	40.3	68282	539
10	Locked	40.3	52949	97
11	Locked	40.3	42552	54
12	Locked	40.9	27692	39
13	Locked	40.9	28607	41
14	Locked	40.3	27398	38
15	Locked	40.3	15996	27
16	Locked	40.3	14951	37
17	Locked	40.3	16909	33
18	Locked	40.9	14433	30
19	Locked	40.3	12439	22
20	Locked	40.9	6492	26
21	Locked	40.3	7939	24
22	Locked	40.9	7036	22
23	Locked	40.3	4837	21
24	Locked	40.3	8229	25

Upstream bonded channels

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

1	32600000	46.3	5120	64 qam	11
2	46200000	46.8	5120	64 qam	7
3	39400000	46.8	5120	64 qam	8
4	25800030	45.8	5120	64 qam	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Molly_T]

Hi Matrick, 

Sorry to hear of your issues with your Hub. Having had a look on our systems today I have been unable to identify any issues with the signals coming into your hub from the network exchange, everything seems well within spec. 

Sadly as you are running the hub in modem mode we are unable to run several of the tests we would usually that can identify any issues with speeds or drop outs. Would you be able to run your hub setup in router mode for a couple of days so we can get some further readings to identify any issues with your equipment?

Sadly we cannot guarantee a new hub, if we can identify a fault that requires a technician we will get one booked in for you, and they will be able to replace the hub for you if needed in the appointment. 

All the best. 

[Felim_Doyle]

My SuperHub 3 has been rebooting regularly at night between midnight and 1AM GMT (1AM and 2AM BST). Since having a TV 360 box foisted on me instead of the V6 box that I was expecting as a replacement for my trusty TiVo box, TV viewing and recording has relied on the broadband connection instead of its own 10Mb/s separate link and number of other devices and services are also interrupted while the router restarts which is taking ten minutes now from loss of connection to re-establishment of service as against the four minutes that it used to take, not that it should be rebooting at all.

When I originally contacted VM about it in 2020, they said that I had low signal levels and suggested running a new Siamese Twin cable (co-ax and telephone). The 'engineers' turned up five hours earlier than expected which left me without broadband and telephone for the couple of hours in the morning that I had scheduled for business purposes (phone calls, video calls, remote working) as I knew that I would have no service in the afternoon. I'm in a bad signal area for all of the mobile networks and I rely heavily on Voice over Wi-Fi for my business (Virgin Mobile) and personal (Three) mobile phones so I couldn't easily contact colleagues to reschedule meetings etc. and I couldn't even watch television in lieu of work.

The 'engineers' seemingly couldn't remove the old cable from the green ducting to fit the new one but did rip up our crazy paving in the process then made an attempt to cover up the damage with some poorly mixed cement.

So they laid the new cable without ducting, incorrectly routed into the junction box on the wall so that the cover didn't close which blew into the garden within minutes of them leaving. When I went to refit the cover and secure it with a cable-tie I discovered that they had stripped away far too much insulation from the telephone wires and left them shorted out so that I had no landline service. Actually, Gel-Fill compression connectors don't require the insulation to be removed at all as they penetrate the insulation when compressed and the gel forms a weatherproof seal. Any telephone engineer would know this and anyone working with these connectors certainly should.

Despite all of this, the router still reboots at night interrupting TV services and other equipment in my home.

If you want other examples try this in your favourite search engine:-

site:reddit.com Virgin hub reboot

[Alex_RM]

Hi Felim_Doyle,

Thanks for posting, and sorry to hear you are still experiencing some issues with your connection.

I've been able to take a look at things from our side, and it looks like an engineer is required. 

So I can arrange this I'll need to confirm a few details with you, I've popped you over a private message for this (purple envelope, top right hand corner)

Alex_Rm

[Matrick]

Hi Molly

Thanks for the reply

I have been monitoring and it seems to drop out once a day, so it currently isn't getting worse.

I can in theory test outside of Modem Mode but cannot afford the time at this moment to reconfigure all the devices unless I really have to. So I shall monitor things for another week and see what is happening

Regards

Matrick

[Travis_M]

Hi @Matrick

Thank you for your reply

Please do keep us updated with how you get on over the next week and we can investigate further from here.

Regards