Super Hub 4 Keeps Rebooting I Think

[r16pab]

Been Happening for a few months now, but its getting worse. It seems to reboot every few hours lately. What do I mean by reboot, is the internet goes, not the wifi signal though, most of the time Wired connections still work, but on occasion also loose them also until router settles down, again still connected but no internet, so basically the router white light starts flashing bright white at the top for a few minutes then settles back down to dim.

Any Ideas as its obviously not a full reboot, as the wifi signal strengths stays just lose data connection on both wifi and some times lan as well

Ran the connection tests through the virgin media website, states, all ok, and router has been restarted various times via main connection and even a factory reset,

Regards

Attached Router Stats

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12 226750000 -0.099998 40.366287 QAM256 12
6 178750000 -1.299999 40.366287 QAM256 6
7 186750000 -1.200001 38.983261 QAM256 7
8 194750000 -1.000000 40.366287 QAM256 8
9 202750000 -0.799999 40.366287 QAM256 9
10 210750000 -0.400002 40.366287 QAM256 10
11 218750000 -0.200001 40.366287 QAM256 11
13 234750000 0.099998 40.366287 QAM256 13
14 242750000 0.299999 40.366287 QAM256 14
15 250750000 0.299999 40.366287 QAM256 15
16 258750000 0.500000 40.366287 QAM256 16
17 266750000 0.700001 40.366287 QAM256 17
18 274750000 0.400002 40.366287 QAM256 18
19 282750000 0.000000 40.366287 QAM256 19
20 290750000 -0.099998 40.366287 QAM256 20
21 298750000 0.000000 40.366287 QAM256 21
22 306750000 0.500000 40.366287 QAM256 22
23 314750000 0.799999 40.366287 QAM256 23
24 322750000 0.799999 38.983261 QAM256 24
25 330750000 0.599998 38.983261 QAM256 25
26 338750000 0.500000 40.366287 QAM256 26
27 346750000 0.299999 38.983261 QAM256 27
28 354750000 0.400002 38.983261 QAM256 28
29 362750000 0.299999 38.983261 QAM256 29
30 370750000 0.299999 38.983261 QAM256 30
31 378750000 0.200001 38.605377 QAM256 31
32 386750000 0.099998 38.983261 QAM256 32
33 394750000 0.000000 38.983261 QAM256 33
34 402750000 0.299999 38.605377 QAM256 34
35 410750000 0.599998 38.983261 QAM256 35
36 418750000 0.900002 38.605377 QAM256 36

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
12 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 38.983261 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 0 0
24 Locked 38.983261 0 0
25 Locked 38.983261 0 0
26 Locked 40.366287 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.605377 0 0
32 Locked 38.983261 0 0
33 Locked 38.983261 0 0
34 Locked 38.605377 0 0
35 Locked 38.983261 0 0
36 Locked 38.605377 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 43 4.5 4231203657 24393

Refresh data
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 36600000 39.020599 5120 KSym/sec 64QAM 3
2 23600000 39.020599 5120 KSym/sec 64QAM 5
3 30100000 39.020599 5120 KSym/sec 64QAM 4
4 43100000 39.020599 5120 KSym/sec 64QAM 2
5 49600000 39.020599 5120 KSym/sec 64QAM 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_ATDMA 0 0 0 0
2 US_TYPE_ATDMA 0 0 0 0
3 US_TYPE_ATDMA 0 0 0 0
4 US_TYPE_ATDMA 0 0 0 0
5 US_TYPE_ATDMA 0 0 0 0

3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.0 34.2 2K QAM8

3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 53.9 2 0

[Arissa_H]

Hi R16pab 👋🏼.

Thank you for posting and welcoming you onto the community forum 😊.

Sorry to see you are having issues with your WIFI connection ☹.

Does this happen on one device or on all of them?

You can also click this WIFI link to improve the WIFI connection. 

[r16pab]

Hi, Its not a signal issue. The super Hub Seems to Reset, The white light which is normally dull, Lights up bright and then starts flashing for a while and then goes back to dull. When this occurs the internet on the wifi side of things is no longer accessible.Although the signal strength is fine.

The Network Logs always shows this error :-

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1

I have removed the Mac Address for securtiy. This same error has happened 13 times just since yesterday, and when it happens the super hub flashes and lose internet. Sometimes I also loose internet on LAN devices, but again all devices stay connected to the router.

Regards

[Robert_P]

We've checked your connection and equipment and all of the levels appear to be in the ranges and spec's we'd expect to see, do the disconnection happen around the same time or are they random? Do you lose connection on any wired devices at the time this happens?

Rob

[r16pab]

Hi, the wired connections do lose the internet, when the fault happens but probably only 25% of the time compared the the wireless devices. As soon as the super hub stops flashing then things return to normal. According to the network log, it’s a random thing. 

[Reece_MH]

Thanks for confirming that, r16pab.

I've taken a look once more at things on our side, and can see that some Packet Loss has been picked up on your network, as well as the intermittent dropouts.

I'm going to send you a private message, so we can look into booking a Technician. Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".

Thanks,

[Reece_MH]

Hi r16pab 👋

Thanks for your quick replies to my private message. I'm glad we have been able to get a Technician booked in for you to resolve the issues you're facing.

Please do let us know how the visit goes, or if you need any further support on this thread, and we'll be more than happy to assist.

Cheers,