Virgin Media Community

[mogodon]

Hi All,

My suberhub3 is rebooting around every 2 hours making it a nightmare to work from home.

I've had engineer visits twice and both times the engineer couldn't find an issue. 

It doesn't seem to be related to any particular issue, although if I'm sending a lot of data from Laptop to my NAS it does often reboot.

NB. I run the superhub in modem mode

Here is my BQM for the last 12 hours, the red lines seem to be related to the reboots:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f9dbf99606efccabec17bf90254909bb4c...

Can someone advise why this is happening and how to resolve? Happy to share modem logs if necessary.

Thanks

Ryan

[Tudor]

If you have your own router, you say you are in modem mode, then any data to the NAS from the laptop will not pass through the VM hub and should not be the cause of your problem. Please post some stats.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[mogodon]

Downstream bonded channels

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

1	363000000	15	40	256 qam	29
2	235000000	15.4	40	256 qam	13
3	243000000	15.5	40	256 qam	14
4	251000000	15.5	40	256 qam	15
5	259000000	15.5	40	256 qam	16
6	267000000	15.9	40	256 qam	17
7	275000000	15.8	40	256 qam	18
8	283000000	15.6	40	256 qam	19
9	291000000	15.8	40	256 qam	20
10	299000000	15.9	40	256 qam	21
11	307000000	15.8	40	256 qam	22
12	315000000	15.8	40	256 qam	23
13	323000000	15.8	40	256 qam	24
14	331000000	15.6	40	256 qam	25
15	339000000	15.1	40	256 qam	26
16	347000000	15	40	256 qam	27
17	355000000	15	40	256 qam	28
18	371000000	15	40	256 qam	30
19	379000000	15	40	256 qam	31
20	387000000	14.6	40	256 qam	32
21	395000000	14.8	40	256 qam	33
22	403000000	14.8	40	256 qam	34
23	411000000	14.5	40	256 qam	35
24	419000000	14	40	256 qam	36

Downstream bonded channels

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

1	Locked	40.9	0	0
2	Locked	40.9	16	0
3	Locked	40.9	13	0
4	Locked	40.9	16	0
5	Locked	40.9	15	0
6	Locked	40.3	15	0
7	Locked	40.3	16	0
8	Locked	40.9	16	0
9	Locked	40.9	12	0
10	Locked	40.9	14	0
11	Locked	40.9	12	0
12	Locked	40.9	8	0
13	Locked	40.9	10	0
14	Locked	40.9	7	0
15	Locked	40.9	0	0
16	Locked	40.3	6	0
17	Locked	40.9	5	0
18	Locked	40.9	7	0
19	Locked	40.9	13	0
20	Locked	40.3	5	0
21	Locked	40.3	4	0
22	Locked	40.3	7	0
23	Locked	40.3	10	0
24	Locked	40.3	6	0

[mogodon]

Upstream bonded channels

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

1	53700021	39	5120	64 qam	2
2	39400000	39	5120	64 qam	4
3	46200014	39	5120	64 qam	3
4	60300007	39	5120	64 qam	1

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

Network Log

Time Priority Description

06/12/2022 16:31:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 13:31:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 07:30:55	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 07:30:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:36:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:34:38	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;
03/11/2022 01:22:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:22:23	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:21:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:05:28	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;
03/11/2022 01:04:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:04:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:04:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:04:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 01:04:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2022 04:05:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2022 02:36:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2022 02:36:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2022 21:38:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2022 19:28:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

You need a technician’s visit§ to install an attenuator or moving you to another tap on the street box, unless there is work in your area.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[mogodon]

Deffo no issue locally and its been doing this for a good while.

Hopefully a Virgin Staffer will see this and book me an engineer.

Thanks so much for your assistance.

[Sephiroth]

Certainly, Tudor's advice is correct. Your downstream power levels are out of spec and that high power is crashing the Hub.

If you don't wantr the wairt for a tech visit, you could buy a 10 or 12dB forward path 75 ohn attentuator off the web and fit that on the end of your coax cable.

[mogodon]

I absolutely do want an engineer visit, just don't want to deal with VM's telephony support to get it! Lol

[Megan_L]

Hi Mogodon,

Thanks for using the forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration. 

I've already taken the time to check your services on my side and I could see straight away that your power levels are out of spec, like your logs are that you've posted above. 

There is no outage reported so we can go ahead and book an engineer visit for you 🙂 

I'll just send you a PM to get this done for you.

Speak soon!

Thanks,

Megan_L

[mogodon]

Done, thanks