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Super Hub 3 reboots / resets itself frequently

badger999
Tuning in

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?

299 REPLIES 299

Hi Travis

The issue is now back as bad as before with regular drop outs / re-boots.

I will paste my latest router info below (still in modem mode) in case it is of use, then I shall take the SuperHub out of Modem mode and report back once this is done. Hopefully the technical team can glean more information with the additional tests possible when running in normal mode.

Thanks

Matrick

Network Log

Time Priority Description

08/04/2022 11:42:45

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:41:57

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:58

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:57

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxCMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:57

critical

Ranging Request Retries exhausted;CM-MAC=xxxxxxxxx:23;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:36

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:35

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:35

critical

Ranging Request Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:13

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxCM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:12

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:37:12

critical

Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxCMTS-MAC=xxxxxxxxxCM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:36:28

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 11:36:23

Warning!

RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:28:40

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:27:47

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:23:41

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:23:41

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxCMTS-MAC=xxxxxxxxxCM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:23:40

critical

Ranging Request Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:23:5

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

08/04/2022 04:23:5

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

266750000

-0.5

40

256 qam

17

2

274750000

-0.7

40

256 qam

18

3

282750000

-0.7

40

256 qam

19

4

290750000

-0.7

40

256 qam

20

5

298750000

-0.7

40

256 qam

21

6

306750000

-0.4

40

256 qam

22

7

314750000

-0.2

40

256 qam

23

8

322750000

-0.4

40

256 qam

24

9

330750000

-0.2

40

256 qam

25

10

338750000

0

40

256 qam

26

11

346750000

1

40

256 qam

27

12

354750000

-1.7

40

256 qam

28

13

362750000

-0.7

40

256 qam

29

14

370750000

-0.7

40

256 qam

30

15

378750000

-0.2

40

256 qam

31

16

386750000

0

40

256 qam

32

17

394750000

0

40

256 qam

33

18

402750000

0

40

256 qam

34

19

410750000

-0.2

40

256 qam

36

20

418750000

-0.2

40

256 qam

37

21

522750000

0.7

40

256 qam

38

22

530750000

0

40

256 qam

39

23

538750000

0

40

256 qam

40

24

546750000

0

40

256 qam

41

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

194

372

2

Locked

40.9

5

0

3

Locked

40.9

5

0

4

Locked

40.9

5

0

5

Locked

40.3

6

0

6

Locked

40.9

5

0

7

Locked

40.9

5

0

8

Locked

40.3

5

0

9

Locked

40.3

0

0

10

Locked

40.3

0

0

11

Locked

40.9

0

0

12

Locked

40.9

7

0

13

Locked

40.3

4

0

14

Locked

40.9

4

0

15

Locked

40.9

6

0

16

Locked

40.3

5

0

17

Locked

40.9

5

0

18

Locked

40.3

5

0

19

Locked

40.9

7

0

20

Locked

40.3

7

0

21

Locked

40.9

0

0

22

Locked

40.3

0

0

23

Locked

40.3

3

0

24

Locked

40.9

4

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200278

45.8

5120

64 qam

7

2

39400000

45.8

5120

64 qam

8

3

60300317

46.8

5120

64 qam

5

4

53700000

46

5120

64 qam

6

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

 

Hi Travis

The SuperHub is now running in Router mode, ready for testing from your end.

Thanks

Matrick

Hi Travis

FYI, This morning I have noticed that the SuperHub (Router mode) has started dropping out and rebooting as before when in modem mode.

Regards 

Matrick

 

 

Hi @Matrick,

Thank you for the update. I'm really sorry to hear that sadly these issues with your connection appear to be ongoing.

So that we can take a closer look at what's going on, I'm going to send you a private message. Please respond to this at your earliest convenience and we can go from there.

Thanks,
 


Zach - Forum Team
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Hi @Matrick,

Thank you for getting back to me so promptly via private message.

As we discussed there, I've now arranged for a technician visit to have a closer look at what's going on. I'm unable to confirm the date/time of the booking publicly, but you can check and manage/reschedule if needed via your My Virgin Media account.

Let us know how the visit goes.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Hi @Zach_R 

Thank you for moving this forward.

I rescheduled the visit for yesterday morning and the engineer attended. He tested and explained that the signal to my SuperHub was very strong and consistent, so indicating no cabling or connection faults.

Everything then pointed to the SuperHub itself, so this was switched to another SuperHub 3, which was tested in router mode first, all working and then in modem modem mode which is what use. Interestingly, but of no relevance,  this SuperHub has a pinky / purple coloured LED rather than the red of my old one to indicate Modem mode.

Since this was left running ar 12:39 yesterday, I have not had a single dropout, although this happened for a day after a long reboot before. However, unlike before, there has not been a single Critical (or any other) Network log entry since 12:39, which is what gives me confidence.

Whilst I wanted to change the router as a test, which I could have done myself, I am pleased that this was done during an engineer visit because it meant all the cabling and signal was verified at the same time.

Fingers crossed this is fixed, I’ll update if otherwise.

Thanks again those who helped and offered advice.

Regards

Matrick

 

Hi support team

Unfortunately this issue is back, losing both wired and wireless internet connection prior to the SuperHub rebooting itself. The engineer visited on April 12th, tested the system in router mode, ensured all the signal strengths were good and then replaced the SuperHub, finally leaving me with it back in Modem mode. The replacement SuperHub seemed to work really for the week and a half, no critical or warning errors and no noticeable dropouts. 

So for the first week and a half everything was good but then it again began to lose internet connection and rebooting itself - starting once a day and now back to multiple times a day again as before. Many Critical errors in the logs now, and I did happen to notice a software update in the logs around the time that the dropouts first started - not sure if related, but worth mentioning here anyway. 

I guess we need to book another engineer?

Regards

Matrick

 

SW update image below:

IMG_1659.jpeg

I shall post todays network logs in may next reply

Todays logs

 

Network Log

Time              Priority.      Description

10/05/2022 04:18:10criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:18:9criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:18:9criticalRanging Request Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:57criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:40criticalRanging Request Retries exhausted;CM-MAC=xxxxxMAC=xxxxxCM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:33criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:33criticalRanging Request Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:1criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:16:1Warning!RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:15:49criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 04:15:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:17:22Warning!RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=xxxxxCM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:17:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:17:10criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:13:21Warning!RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:13:17criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:13:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:13:17criticalRanging Request Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:13:10criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

12667500003.440256 qam17
2274750000340256 qam18
3282750000340256 qam19
4290750000340256 qam20
52987500003.540256 qam21
63067500003.940256 qam22
73147500003.540256 qam23
83227500003.240256 qam24
9330750000340256 qam25
103387500003.540256 qam26
11346750000440256 qam27
12354750000240256 qam28
133627500002.740256 qam29
143707500002.240256 qam30
153787500002.740256 qam31
16386750000340256 qam32
173947500003.540256 qam33
184027500003.240256 qam34
19410750000340256 qam36
204187500002.740256 qam37
215227500004.540256 qam38
22530750000440256 qam39
235387500003.740256 qam40
24546750000340256 qam41



Downstream bonded channels

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

1Locked40.91485278
2Locked40.91393169
3Locked40.91179141
4Locked40.91165154
5Locked40.3990121
6Locked40.374790
7Locked40.3779103
8Locked40.3724101
9Locked40.3747119
10Locked40.3750119
11Locked40.960991
12Locked40.3942121
13Locked40.9752122
14Locked40.960692
15Locked40.963692
16Locked40.953552
17Locked40.345926
18Locked40.950850
19Locked40.340835
20Locked40.340350
21Locked40.31060
22Locked40.91490
23Locked40.919524
24Locked40.31138

 

 

Upstream bonded channels

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

14620000043.3512064 qam7
23940000043.3512064 qam8
36030000044512064 qam5
45370000043.5512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000