on 06-12-2022 15:35
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:
Can someone advise why this is happening and how to resolve? Happy to share modem logs if necessary.
Thanks
Ryan
on 06-12-2022 16:21
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
on 06-12-2022 16:41
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 |
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 |
on 06-12-2022 16:42
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 |
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 |
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; |
on 06-12-2022 18:20
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.
on 06-12-2022 20:13
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.
on 06-12-2022 20:38
on 08-12-2022 16:40
I absolutely do want an engineer visit, just don't want to deal with VM's telephony support to get it! Lol
on 12-12-2022 11:45
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
on 12-12-2022 12:01
Done, thanks