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?

[briantheref7]

As from the 26th June, we decided to go with BT as the head office said that if we reported another fault, they would immediately disconnect ALL our services. This is totally unfair as I feel that I am getting bullied by VM to prevent me reporting a continious fault. Since I have gone with BT, I can confirm that I have had NO broadband issues, which proves that it was the super hub 3 that was the proble. I was a customer for over 25 years with VM, and to be treated like the way I was treated, I am better off (financially) with BT. If you want your equipment back from me, I suggest that you go the the Kennet and Avon canal to collect it as you decided that you were going to disconnect me for reporting faults with my broadband for 2 years.

[Chris_W1]

HI Staffybhoy, we will send you a private message to look in to this further for you ^Chris 

[Chris_W1]

No worries, we are glad to hear that this is on the way to get resolved. Let us know how it goes. ^Chris. 

[cleany]

Hi,

I am having the same problems with my new hub  3.

My previous hub 3 died and an engineer came and replaced it with a new one, since then it has been rebooting itself several times a day.

I have had it in modem mode and normal it drops out with either, I have added a link to my graph on thinkbroadband.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/05ff2cd7c70c8140e35d5183900fe9d21ea7d7a8-18-07-2020]My Broadband Ping[/url

Here is my router settings

Thanks

Upstream bonded channels

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

1	32600002	3.65	5120	64 qam	5
2	39400007	3.7	5120	64 qam	4
3	46199988	3.75	5120	64 qam	3
4	53699991	3.9	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

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	379000000	6.6	38	256 qam	29
2	251000000	7.5	40	256 qam	15
3	259000000	7.5	40	256 qam	16
4	267000000	7	40	256 qam	17
5	275000000	6.8	40	256 qam	18
6	283000000	7	40	256 qam	19
7	291000000	6.5	40	256 qam	20
8	299000000	6.4	40	256 qam	21
9	307000000	6.5	40	256 qam	22
10	315000000	6.5	40	256 qam	23
11	323000000	6.5	40	256 qam	24
12	347000000	6.4	40	256 qam	25
13	355000000	6.8	40	256 qam	26
14	363000000	6.5	40	256 qam	27
15	371000000	6.6	40	256 qam	28
16	387000000	6.9	40	256 qam	30
17	395000000	6.4	40	256 qam	31
18	403000000	6.4	38	256 qam	32
19	411000000	6.5	38	256 qam	33
20	419000000	5.8	38	256 qam	34
21	427000000	5.8	38	256 qam	35
22	435000000	5.6	38	256 qam	36
23	443000000	5.1	38	256 qam	37
24	451000000	5.5	38	256 qam	38

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	5	0
2	Locked	40.3	6	0
3	Locked	40.9	4	0
4	Locked	40.3	0	0
5	Locked	40.9	4	0
6	Locked	40.9	0	0
7	Locked	40.3	5	0
8	Locked	40.3	0	0
9	Locked	40.9	6	0
10	Locked	40.3	3	0
11	Locked	40.3	3	0
12	Locked	40.3	5	0
13	Locked	40.3	5	0
14	Locked	40.3	5	0
15	Locked	40.3	6	0
16	Locked	40.3	5	0
17	Locked	40.3	0	0
18	Locked	38.9	5	0
19	Locked	38.9	4	0
20	Locked	38.9	0	0
21	Locked	38.9	5	0
22	Locked	38.9	5	0
23	Locked	38.9	0	0
24	Locked	38.6	6	0

[cleany]

Here is my network log

Network LogTime Priority Description

21/07/2020 07:28:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 22:27:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 16:43:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 16:35:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 16:27:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 12:53:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 12:53:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 10:51:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 10:51:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 15:58:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 12:47:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 11:50:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 14:34:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 12:38:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 23:26:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 21:52:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 20:30:25	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 18:10:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:37	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Melissa_F]

Hi cleany, 

Thanks for your post and welcome 🙂

I'm sorry you've been having some connection issues since having your hub replaced by one of our technicians.

I've had a look at the backend of your services and I can see that you've been dealing with a prolonged stability issue which will need another technician visit to fix.

I've booked you in for the next available appointment that we have. You can see the details for this via your online account and you can also reschedule it if it's not suitable for you.

I hope that's okay.

Thanks

Melissa

[adamdodds84]

Hi

Thought I'd jump on this thread as I've been having the same issues.

I've just had a new router delivered and installed to see if that would rectify the issue of my hub 3.0 randomly rebooting itself. It was installed at a little after 15:00 today but I just had my first random reboot on the new router at 20:43.

I wasn't expecting a new router to resolve the issue but just jumping through the hoops. If someone can get back and help me with next steps I'd appreciate it as this has been going on for some time now and if anything is occurring more frequently.

Thank you

Adam

[Jodi_S]

Hi adamdodds84,

Welcome to our community and thanks for posting. Sorry to hear you're still having ongoing issues even after a new router has been sent  to you.

Looking remotely from our end with the details you have provided through your community profile, we can see no issues that would be causing this issue. All power levels are within specification and there are no area outages that would be causing these random reboots.

When we changed the router over for you did we send the new equipment by post or did a technician attend?

Kind regards Jodi

[adamdodds84]

Hi Jodi

It was sent in the post last Friday but on attempts to set it up I was not gaining Internet access. A technician arrived yesterday to install and discovered it had not been activated so performed a manual activation. I will post the logs after this message once I am on my laptop, instead of my phone.

Thanks

[Jodi_S]

Many thanks adamdodds84,

Once your all set up please post your logs or set up a BQM monitor.

We will take a look at your logs and investigate further for you.

Kind regards Jodi