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?

[Felim_Doyle]

Interesting that the replacement SuperHub 3 worked fine until a software update!

My SH3 still reboots once a day between 1AM and 2AM but the SSIDs take a long time to settle down afterwards. The time from loss-of-service to restoration-of-service is well over ten minutes now.

Occasionally, as happened this morning, the SSIDs never come back and I have to manually reboot the SH3 again and wait another 10+ minutes for my devices to reconnect.

[Felim_Doyle]

@Matrick, as a matter of interest, what speed / broadband package do you have?

I'm on M200 (200Mb/s downstream, 20Mb/s upstream).

[Matrick]

Hi @Felim_Doyle 

I am on the M500 service. It is interesting that the software update was at a similar time, especially as the network logs were really empty before that. Whilst we cannot say that it "definitely is" due to a software update, it certainly merits further investigation.

Regards

Matrick

[Kain_W]

Thanks for your responses Matrick,

Welcome back to the community.

Apologies for the issues reoccurring, can I ask if you are still in modem mode to please set to router mode and share some recent logs?

Thanks,

[Matrick]

Thanks Kain

I have just switched it over to Router mode, so will let it run for a while and then upload logs.

Thanks

Matrick

[Matrick]

Hi Kain 

It's been running in Router mode for a few hours, the problem is present and has gotten worse.

All of today's network logs are since the change to router mode. It keeps dropping out and rebooting, unless I reboot first. It is pretty much unusable now..

Network Log

Time Priority Description

12/05/2022 14:50:43	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
12/05/2022 14:49:53	critical	Received 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;
12/05/2022 14:45:35	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 14:44:58	Warning!	RCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 12:35:1	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 01:30:18	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:41:16	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:40:1	critical	Received 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;
11/05/2022 21:35:50	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:35:49	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:35:49	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:35:42	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:35:29	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:35:29	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:34:46	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:34:34	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:34:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 21:34:7	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 14:00:14	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
11/05/2022 13:59:19	critical	Received 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;

[Matrick]

Downstream bonded channels

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

1	266750000	3	40	256 qam	17
2	274750000	2.5	40	256 qam	18
3	282750000	2.5	40	256 qam	19
4	290750000	2.5	40	256 qam	20
5	298750000	3	40	256 qam	21
6	306750000	3.5	40	256 qam	22
7	314750000	3.2	40	256 qam	23
8	322750000	2.7	40	256 qam	24
9	330750000	2.5	40	256 qam	25
10	338750000	3	40	256 qam	26
11	346750000	3.9	40	256 qam	27
12	354750000	1.5	40	256 qam	28
13	362750000	2.2	40	256 qam	29
14	370750000	1.9	40	256 qam	30
15	378750000	2.2	40	256 qam	31
16	386750000	2.7	40	256 qam	32
17	394750000	3	40	256 qam	33
18	402750000	2.9	40	256 qam	34
19	410750000	2.7	40	256 qam	36
20	418750000	2.2	40	256 qam	37
21	522750000	4.3	40	256 qam	38
22	530750000	3.9	40	256 qam	39
23	538750000	3.2	40	256 qam	40
24	546750000	2.7	40	256 qam	41

Downstream bonded channels

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

1	Locked	40.3	349	585
2	Locked	40.9	5	0
3	Locked	40.9	0	0
4	Locked	40.9	5	0
5	Locked	40.3	0	0
6	Locked	40.9	0	0
7	Locked	40.9	5	0
8	Locked	40.3	6	0
9	Locked	40.9	0	0
10	Locked	40.3	0	0
11	Locked	40.3	0	0
12	Locked	40.3	0	0
13	Locked	40.9	0	0
14	Locked	40.9	0	0
15	Locked	40.9	4	0
16	Locked	40.3	4	0
17	Locked	40.9	5	0
18	Locked	40.3	5	0
19	Locked	40.3	5	0
20	Locked	40.9	0	0
21	Locked	40.9	0	0
22	Locked	40.9	6	0
23	Locked	40.9	5	0
24	Locked	40.3	5	0

[Matrick]

Upstream bonded channels

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

1	32600000	43.3	5120	64 qam	11
2	46200000	43.5	5120	64 qam	7
3	39400000	43.5	5120	64 qam	8
4	25800000	42.5	5120	64 qam	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Matrick]

Being a home worker I am really stuffed at the moment 😞

[Matrick]

Any update tech support team?

Thanks

Matrick