Super Hub3 keeps rebooting/resetting itself

[GonzaloY]

Hi all,

I keep having issues with the super hub 3 router. Every few weeks there will be a few days in a row when I keep losing connection, the router then reboots itself and (not in all cases) starts working again. This is really annoying and makes the service so unreliable and frustrating, and I need a stable connection to work from home. I know many people in this forum (thanks everyone for your help and dedication!) have had similar problems in the past.

Last time that I posted no one from VM picked this up, hopefully this time someone will care. 

This is my Network log:

Network Log

Time	Priority	Description
09/07/2021 17:52:39	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:41:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:39:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:39:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:39:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:39:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:32:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:32:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:30:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:30:7	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:26:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:26:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:25:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:15:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 16:30:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 16:01:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 15:15:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 12:26:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 12:26:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;

I would appreciate any help. Best wishes,

Gonzalo

[John_GS]

Hi GonzaloY

Thanks for posting and welcome to the community. 

Sorry to hear of the broadband issues.

Can you check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket.

Let me know when done and if it's made any difference and we can proceed from there 🙂

Best,

[GonzaloY]

Hi John,

Thanks for your reply. All cables are well connected, I’ve tried unplugging them and plugging them back but the problem persists.

Gonzalo

[Ayisha_B]

Hi @GonzaloY,

Thanks for coming back to us. I am sorry to hear the issue still persists. 

I have gone through the checks on your account and because what John suggested has not worked, we are being advised that a technician is required. 

Will pop you a PM now so we can confirm your address and book the visit 🙂

Cheers

[Ayisha_B]

Thanks for providing the details as requested via PM @GonzaloY

All done. I have booked an engineer for you. Should you find the time and date not suitable, feel free to re-schedule via your online account. 

Let us know how the visit goes 🙂