on 10-05-2019 00:16
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?
Answered! Go to Answer
on 10-05-2022 11:01
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.
on 10-05-2022 11:10
on 10-05-2022 11:28
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
on 12-05-2022 11:40
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,
on 12-05-2022 14:02
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
on 12-05-2022 16:01
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..
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; |
on 12-05-2022 16:02
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 |
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 |
on 12-05-2022 16:02
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 |
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 |
on 12-05-2022 16:03
Being a home worker I am really stuffed at the moment 😞
on 13-05-2022 15:07
Any update tech support team?
Thanks
Matrick