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SuperHub3 keeps rebooting, engineer saying mysterious things

My SuperHub3 has been rebooting intermittently for the past 18 months. Some days it will reboot 3 times. One day last week it rebooted 75 times. (This has been going on so long I use software which counts internet disconnections that last longer than a minute.) I'm on the Gamer 350 plan. I was previously on the tier 2 plan (Vivid 200? with a Superhub2, and that connection was rock solid for months at a time. 

I've had 3 different SuperHubs, and had engineers out around 6 times. The last engineer left about 15 minutes ago, and my last SuperHub reboot was about 10 minutes ago  🙄

My SuperHub is in modem mode. My Ubiquiti router is on 192.168.0.1. Static IPs from 2-100, and DHCP from 101-254. My TP-Link mesh routers (with DHCP turned off) are at 19.168.0.10 and 11. I have about 50 devices connected to this network. Everything except phones and tablets are on static IPs. About 10 of the devices use wifi, the rest are ethernet connections.

The last two visits have been the same engineer and he's been driving me crazy. He walked into my house, asked to join my LAN, and then told me I have two routers broadcasting the same SSID (I have a mesh wifi network with 2 base stations) and that this might be causing some interference to Virgin's broadband signal, and causing my SuperHub to reboot. 

I don't understand how the SuperHub in modem mode is even aware what's happening downstream at my Wifi access point. Is what he's saying possible?

So he now wants me to "take my equipment off my own network and put it all on Virgin's network". I asked what he meant and he wants me to put the hub into Router mode. In his eyes this will put my devices on Virgin's network. 

Among other things he said today was that in my setup 192.168.0.100 was a "Virgin business address". I queried him about this multiple times and and asked him to clarify that he didn't mean 192.168.100.1 (to access the SuperHub in modem mode). He insisted he was talking about 192.168.0.100, and it is a Virgin Business address. What's he talking about?

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Alessandro Volta
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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

He’s confused and talking out of his posterior.

Post back the network, upstream and downstream logs from the hub admin pages 


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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

Cheers.

Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time	Priority	Description
17/06/2020 10:09:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:16:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:12:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:09:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:09:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:09:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:09:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:04:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:03:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:03:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:03:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:03:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:59:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:59:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:59:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:59:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:58:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:58:41	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:58:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 09:58:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	6.5	40	256 qam	9
2	211000000	6.4	40	256 qam	10
3	219000000	6.4	40	256 qam	11
4	227000000	6.1	40	256 qam	12
5	235000000	6	40	256 qam	13
6	243000000	5.5	40	256 qam	14
7	251000000	5.3	40	256 qam	15
8	259000000	4.9	40	256 qam	16
9	267000000	5	40	256 qam	17
10	275000000	6	40	256 qam	18
11	283000000	6.4	40	256 qam	19
12	291000000	6.4	40	256 qam	20
13	299000000	6.9	40	256 qam	21
14	307000000	7	40	256 qam	22
15	315000000	7.1	40	256 qam	23
16	323000000	7	40	256 qam	24
17	427000000	5.1	40	256 qam	25
18	435000000	5.1	40	256 qam	26
19	443000000	5	40	256 qam	27
20	451000000	5.1	40	256 qam	28
21	459000000	5.3	40	256 qam	29
22	467000000	5.1	40	256 qam	30
23	475000000	5.3	40	256 qam	31
24	483000000	5.1	40	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	5	0
2	Locked	40.3	7	0
3	Locked	40.9	6	0
4	Locked	40.3	5	0
5	Locked	40.3	5	0
6	Locked	40.3	6	0
7	Locked	40.3	15	0
8	Locked	40.3	7	0
9	Locked	40.3	0	0
10	Locked	40.3	1	0
11	Locked	40.9	5	0
12	Locked	40.3	6	0
13	Locked	40.3	5	0
14	Locked	40.3	3	0
15	Locked	40.3	5	0
16	Locked	40.3	0	0
17	Locked	40.3	12	0
18	Locked	40.3	6	0
19	Locked	40.3	12	0
20	Locked	40.3	12	0
21	Locked	40.3	12	0
22	Locked	40.9	6	0
23	Locked	40.3	4	0
24	Locked	40.3	0	0

 

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	4.9	5120	64 qam	3
2	39400000	4.875	5120	64 qam	4
3	60300000	4.9	5120	64 qam	1
4	53700000	4.9	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

 

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Message 4 of 8
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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

Hi timhoughton, 

 

Thanks for posting, I am sorry for the broadband issues. I have ran some checks today and cannot see any issues. I hope therefore everything is sorted. If not, please don't hesitate to get back in touch

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 5 of 8
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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

post the stats when it reboots if you can - concentrate on the upstream

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Tony
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Message 6 of 8
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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

We need recent network logs as well. The ones posted showed multiple network lock failures.

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Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

Thanks folks. I was really looking for input on whether anything he said makes sense to anyone, and if so could they explain it to me. 

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Message 8 of 8
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Re: SuperHub3 keeps rebooting, engineer saying mysterious things

A very confused engineer that likely only uses router mode to young to know how a modem and own router on a RFC 1918 address space.

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