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 08-04-2022 13:13
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; |
on 08-04-2022 13:14
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 |
on 08-04-2022 13:41
on 09-04-2022 07:41
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
on 09-04-2022 09:03
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,
on 09-04-2022 12:31
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,
on 13-04-2022 07:26
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
on 10-05-2022 10:45
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:
I shall post todays network logs in may next reply
on 10-05-2022 10:50
Todays logs
Time Priority. Description
10/05/2022 04:18:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:18:9 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:18:9 | critical | Ranging Request Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:40 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:40 | critical | Ranging Request Retries exhausted;CM-MAC=xxxxxMAC=xxxxxCM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:33 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:33 | critical | Ranging Request Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:16:1 | Warning! | RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:15:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
10/05/2022 04:15:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:17:22 | Warning! | RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=xxxxxCM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:17:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:17:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:13:21 | Warning! | RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:13:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:13:17 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:13:17 | critical | Ranging Request Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
09/05/2022 04:13:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
on 10-05-2022 10:51
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 266750000 | 3.4 | 40 | 256 qam | 17 |
2 | 274750000 | 3 | 40 | 256 qam | 18 |
3 | 282750000 | 3 | 40 | 256 qam | 19 |
4 | 290750000 | 3 | 40 | 256 qam | 20 |
5 | 298750000 | 3.5 | 40 | 256 qam | 21 |
6 | 306750000 | 3.9 | 40 | 256 qam | 22 |
7 | 314750000 | 3.5 | 40 | 256 qam | 23 |
8 | 322750000 | 3.2 | 40 | 256 qam | 24 |
9 | 330750000 | 3 | 40 | 256 qam | 25 |
10 | 338750000 | 3.5 | 40 | 256 qam | 26 |
11 | 346750000 | 4 | 40 | 256 qam | 27 |
12 | 354750000 | 2 | 40 | 256 qam | 28 |
13 | 362750000 | 2.7 | 40 | 256 qam | 29 |
14 | 370750000 | 2.2 | 40 | 256 qam | 30 |
15 | 378750000 | 2.7 | 40 | 256 qam | 31 |
16 | 386750000 | 3 | 40 | 256 qam | 32 |
17 | 394750000 | 3.5 | 40 | 256 qam | 33 |
18 | 402750000 | 3.2 | 40 | 256 qam | 34 |
19 | 410750000 | 3 | 40 | 256 qam | 36 |
20 | 418750000 | 2.7 | 40 | 256 qam | 37 |
21 | 522750000 | 4.5 | 40 | 256 qam | 38 |
22 | 530750000 | 4 | 40 | 256 qam | 39 |
23 | 538750000 | 3.7 | 40 | 256 qam | 40 |
24 | 546750000 | 3 | 40 | 256 qam | 41 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 1485 | 278 |
2 | Locked | 40.9 | 1393 | 169 |
3 | Locked | 40.9 | 1179 | 141 |
4 | Locked | 40.9 | 1165 | 154 |
5 | Locked | 40.3 | 990 | 121 |
6 | Locked | 40.3 | 747 | 90 |
7 | Locked | 40.3 | 779 | 103 |
8 | Locked | 40.3 | 724 | 101 |
9 | Locked | 40.3 | 747 | 119 |
10 | Locked | 40.3 | 750 | 119 |
11 | Locked | 40.9 | 609 | 91 |
12 | Locked | 40.3 | 942 | 121 |
13 | Locked | 40.9 | 752 | 122 |
14 | Locked | 40.9 | 606 | 92 |
15 | Locked | 40.9 | 636 | 92 |
16 | Locked | 40.9 | 535 | 52 |
17 | Locked | 40.3 | 459 | 26 |
18 | Locked | 40.9 | 508 | 50 |
19 | Locked | 40.3 | 408 | 35 |
20 | Locked | 40.3 | 403 | 50 |
21 | Locked | 40.3 | 106 | 0 |
22 | Locked | 40.9 | 149 | 0 |
23 | Locked | 40.9 | 195 | 24 |
24 | Locked | 40.3 | 113 | 8 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 43.3 | 5120 | 64 qam | 7 |
2 | 39400000 | 43.3 | 5120 | 64 qam | 8 |
3 | 60300000 | 44 | 5120 | 64 qam | 5 |
4 | 53700000 | 43.5 | 5120 | 64 qam | 6 |
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 |