Virgin box 3 dying.

[tige]

Ive have been having problems for 12 months now , last year an engineer called and tested everything , he fitted something to the incoming black cable,  which was a vast improvement , we at least fro a month or so, Its slowly been getting worse. iv been checking the logs, but do not really understand them, so i copied and pasted into google and ended up in this forum, and from what i have read my vb3 is dying and needs replacing. here are my logs from yesterday. Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time Priority Description
06/05/2022 06:17:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 16:12:29 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 14:26:39 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 07:58:35 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 06:44:56 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 06:44:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 23:56:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 15:29:23 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 10:42:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;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=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 03:48:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 01:41:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 15:15:21 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 11:52:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:50:4 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 17:03:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 21:04:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 03:21:28 notice SW download Successful - Via NMS.....

 i have also been having difficulty in logging in to my box, it keeps telling me some one is logged and and can only run one session at a time, no one is logged in my end, and takes rebooting the box and waiting for it to start to log in again. nightmare does not begin to describe the hassel.

[jbrennand]

Do this first and see if it helps
__________________

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Then, do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it.

[-tony-]

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[tige]

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 5.5 37 256 qam 9
2 138750000 7.1 37 256 qam 1
3 146750000 6.9 37 256 qam 2
4 154750000 6.4 37 256 qam 3
5 162750000 6.5 37 256 qam 4
6 170750000 6.6 38 256 qam 5
7 178750000 6.5 38 256 qam 6
8 186750000 6.3 38 256 qam 7
9 194750000 5.9 38 256 qam 8
10 210750000 5.4 37 256 qam 10
11 218750000 5.3 38 256 qam 11
12 226750000 5 37 256 qam 12
13 234750000 4.5 37 256 qam 13
14 242750000 3.9 37 256 qam 14
15 250750000 4 37 256 qam 15
16 258750000 4.1 37 256 qam 16
17 266750000 4.1 37 256 qam 17
18 274750000 4.1 37 256 qam 18
19 282750000 3.9 37 256 qam 19
20 290750000 3.7 37 256 qam 20
21 298750000 3.7 37 256 qam 21
22 306750000 3.9 37 256 qam 22
23 314750000 4.3 38 256 qam 23
24 322750000 4.5 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 35854 562
2 Locked 37.6 336382 155863
3 Locked 37.3 117026 1521
4 Locked 37.3 70831 1314
5 Locked 37.6 62801 1141
6 Locked 38.6 51860 981
7 Locked 38.6 46654 856
8 Locked 38.6 42886 799
9 Locked 38.6 39136 633
10 Locked 37.6 32290 426
11 Locked 38.6 28995 381
12 Locked 37.6 25810 294
13 Locked 37.6 22578 183
14 Locked 37.3 20091 147
15 Locked 37.6 19769 107
16 Locked 37.6 15284 87
17 Locked 37.6 13035 65
18 Locked 37.6 11082 44
19 Locked 37.6 9162 48
20 Locked 37.3 7658 8
21 Locked 37.6 6223 10
22 Locked 37.6 4888 5
23 Locked 38.9 3861 14
24 Locked 38.6 3166 0

[tige]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199951 43 5120 64 qam 1
2 39400000 42.5 5120 64 qam 2
3 25800000 42 5120 64 qam 4
4 32600000 42 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 1 0

[tige]

Ive done all this, i red about it, so it was the first thing i did. to no avail. thanks steve.

[-tony-]

far too many pre and post rs errors there [ do a reboot to zero them and see if they rise again - if they do you need a tech to sort that out 

post the upstream page

[tige]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 6.4 38 256 qam 9


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 5 0

[tige]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 43.3 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0

[Steven_L]

Thanks for coming back to us @tige. 

I have looked into this and can see that you have arranged for a technician visit to have the issues resolved.

Please let us know how the visit goes.

Regards,

Steven_L