Upgraded from Hub 3 to Hub 4; intermittent outages/reboots since then

[Phybersaur]

I was sent a Hub 4 a week ago, installed it, and have been having issues ever since. The box randomly reboots itself multiple times a day, usually every 6-8 hours (although sometimes much more frequently), and usually taking 10-15 mins to recover each time.

I've checked the cables, tried factory reset multiple times, tried different power sockets, tried both with and without the Forward Path Equaliser (was installed with the Hub 3; not sure if needed for Hub 4 but issue persists either way), but nothing I've tried has solved the issue. 

I have contacted VM to try and help; here's the summary so far:

• Called Monday evening; they said they'd monitor it for 24 hours and call back.
• They called back the Tuesday evening following multiple instances of the box rebooting itself and told me to factory reset the box again, then said that the issue was probably now resolved. It was not.
• I called again on Wednesday morning following 3-4 more outages; they again told me to factory reset the box, then said that, because I "had 5-8 wireless devices connected to the Hub", this was "too many for the M125 package" and that I'd have to upgrade my package to M350 to solve the issue (and that, because I was out of contract, I needed to renew anyway to avoid losing services). This sounded incorrect to me since the Hub 3 handled that many devices fine on the M125 package but I went along with it anyway and signed up for the new, more expensive package. They said that this will fix the issue but that they'd call back at 6pm to make sure. Again, it did not fix the issue.
• They called back at 6pm and I reported that we had experienced two more instances of the Hub had rebooting itself in spite of the new package. They then said that they'd send out an engineer, but that I'd be charged if the issue wasn't VM's fault.

Every single outage/reboot lists the same thing four things in the network log following the outage/reboot (with different dates/times):

Wed 12/06/2024 23:45:07	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:18	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:18	3	Ranging Request Retries exhausted;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;

Is there any way to know what is causing this issue? Is it something I have done/can fix, or is it definitely something that requires an engineer being sent out? I don't wanna have someone come out unnecessarily, but they weren't willing to do any diagnostics on the phone beyond telling me to factory reset the box.

If there's any further information that I can provide, please let me know and I'll endeavour to do so. 🙂

[Phybersaur]

I saw on other threads that a BQM might be helpful so I set one up just after midday and it managed to capture a reboot/outage about 15 mins ago: 

I'm not sure what insight it might provide but thought I'd include it anyway. I'm not sure how to embed the live graph but it can be found here.

---

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

---

3.0 Downstream channels

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

40	690250000	1.8	39	QAM256	40
12	450250000	2.3	40.4	QAM256	12
10	434250000	2.3	40.4	QAM256	10
11	442250000	2.1	39	QAM256	11
13	458250000	1.5	39	QAM256	13
14	466250000	1.5	39	QAM256	14
15	474250000	1.1	39	QAM256	15
16	482250000	0.8	39	QAM256	16
17	490250000	0.9	39	QAM256	17
18	498250000	1.2	38.6	QAM256	18
19	506250000	1.3	40.4	QAM256	19
20	514250000	1.3	39	QAM256	20
21	522250000	1	38.6	QAM256	21
22	530250000	1	39	QAM256	22
23	538250000	1.4	40.4	QAM256	23
24	546250000	1.6	39	QAM256	24
25	554250000	2.1	40.4	QAM256	25
26	562250000	2.3	40.4	QAM256	26
27	570250000	2.6	40.4	QAM256	27
28	578250000	2.7	40.4	QAM256	28
29	586250000	2.8	39	QAM256	29
30	594250000	3.1	39	QAM256	30
31	602250000	2.7	39	QAM256	31
32	610250000	2.6	39	QAM256	32
33	618250000	2.3	40.4	QAM256	33
34	626250000	1.8	38.6	QAM256	34
35	634250000	1.8	39	QAM256	35
36	658250000	1.7	38.6	QAM256	36
37	666250000	1.3	39	QAM256	37
38	674250000	1.3	38.6	QAM256	38
39	682250000	1.8	39	QAM256	39

3.0 Downstream channels

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

40	Locked	38.983261	0	0
12	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.605377	0	0
22	Locked	38.983261	0	0
23	Locked	40.366287	0	0
24	Locked	38.983261	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	40.366287	0	0
34	Locked	38.605377	0	0
35	Locked	38.983261	0	0
36	Locked	38.605377	0	0
37	Locked	38.983261	0	0
38	Locked	38.605377	0	0
39	Locked	38.983261	0	0

[Phybersaur]

My previous reply got deleted; not sure why? But here's the data from the Hub:

3.0 Downstream channels

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

40	690250000	1.9	39	QAM256	40
12	450250000	2.3	40.4	QAM256	12
10	434250000	2.4	40.4	QAM256	10
11	442250000	2.2	39	QAM256	11
13	458250000	1.6	39	QAM256	13
14	466250000	1.6	39	QAM256	14
15	474250000	1.1	39	QAM256	15
16	482250000	0.9	39	QAM256	16
17	490250000	1	39	QAM256	17
18	498250000	1.2	39	QAM256	18
19	506250000	1.3	40.9	QAM256	19
20	514250000	1.4	39	QAM256	20
21	522250000	1.1	39	QAM256	21
22	530250000	1.1	38.6	QAM256	22
23	538250000	1.4	40.4	QAM256	23
24	546250000	1.6	39	QAM256	24
25	554250000	2.1	40.4	QAM256	25
26	562250000	2.4	40.9	QAM256	26
27	570250000	2.7	40.4	QAM256	27
28	578250000	2.8	40.4	QAM256	28
29	586250000	2.9	39	QAM256	29
30	594250000	3.2	39	QAM256	30
31	602250000	2.8	39	QAM256	31
32	610250000	2.6	39	QAM256	32
33	618250000	2.4	40.4	QAM256	33
34	626250000	1.9	39	QAM256	34
35	634250000	1.8	39	QAM256	35
36	658250000	1.7	38.6	QAM256	36
37	666250000	1.4	38.6	QAM256	37
38	674250000	1.4	39	QAM256	38
39	682250000	1.9	39	QAM256	39

3.0 Downstream channels

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

40	Locked	38.983261	0	0
12	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	40.946209	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	40.366287	0	0
24	Locked	38.983261	0	0
25	Locked	40.366287	0	0
26	Locked	40.946209	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	40.366287	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	38.605377	0	0
37	Locked	38.605377	0	0
38	Locked	38.983261	0	0
39	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

41

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)

41

Locked

40

-1

69093626

0

[Phybersaur]

3.0 Upstream channels

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

1	32600000	43	5120 KSym/sec	QAM64	7
2	39400000	43.3	5120 KSym/sec	QAM64	6
3	25800000	43	5120 KSym/sec	QAM64	8
4	46200000	43.3	5120 KSym/sec	QAM64	5

3.0 Upstream 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

Thu 13/06/2024 13:50:37	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:21	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:21	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:17	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/06/2024 23:45:07	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:18	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:18	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/06/2024 21:08:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:11	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:11	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/06/2024 20:39:33	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:44	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:44	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/06/2024 14:57:38	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:52	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:52	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/06/2024 12:48:15	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:15:46	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:10:03	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:10:00	3	16 consecutive T3 timeouts while trying to range on upstream channel 10;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:10:00	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:04:04	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:29	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adduxi]

Yet another upsell from VM to sort out a bad circuit…..  The 16 T3’s are not good and would suggest noise on the line?  However the US Stats are not recording these, possibly due to the reboots. Setup a BQM to monitor and record these outages www.thinkbroadband.com/ping

This will give evidence of the circuit failures. 

[Phybersaur]

Hey Adduxi, thanks for your reply! 😊

I did have it embedded in my original reply but that reply disappeared and wasn't sure if the embedded graph was why.

I'll embed it here:

The big red bar was the most recent outage/reboot at around 13:40.

Thanks again! 😊

[Phybersaur]

Just as an update to your comment about VM upselling to get issues sorted:

I noticed that I hadn't received an email or text confirmation about the engineer coming out tomorrow morning, so I just called back and they confirmed that they had no record of an engineer appointment having been arranged. 🙈

After explaining the internet situation again and go through the same questions as the past couple of times, they said they had to speak to their supervisor about it and put me on hold for 10 mins.

They got back to me and said they had to "get manager approval for this one" before they could send out an engineer? Not sure what that means but they did eventually agree to send out an engineer for tomorrow evening. 🤞

I don't really like complaining but the fact that customer service sold me a package I didn't need that didn't fix the problem, then said that they'd send an engineer out to fix the problem they couldn't solve and didn't actually book it is really poor service. 😔

[Adduxi]

---

@Phybersaur wrote:

<snip>

That customer service sold me a package I didn't need that didn't fix the problem 

---

AFAIK you're not the first and I'm sure you wont be the last.

[Phybersaur]

Just as an update:

The engineers came out this morning and said that it's a common problem in our area (Oxford) with the Hub 4; it works fine in the surrounding areas (Swindon, Aylesbury, etc.) but, for some reason, it has these kinds of issues here.

They said that the best fix would just be to swap back to a Hub 3, so we did that and everything seems to be working fine for now. 👍

Not 100% sure what the issue was but they mentioned cabling so it might've been something to do with DOCSIS 3.1, I guess, since that's the only major difference between the Hub 3 and Hub 4 (that I'm aware of)?

[Sephiroth]

It's a complete load of gollox, what the tech/engineers said about the Hub 4.  If it "works fine in surrounding areas" it's because those areas don't have the circuit problem that your area is facing.

And yes, the big difference between Hub 3 & Hub 4 is that the latter allows DOCSIS 3.1, which increases capacity in your locality for the same amount of fibre back to the VM end.  Other than that, the Hub 3 is a bad news device as this forum clerarly reports.