constant 2am Hub restarts

[George_w]

Please check the account associated with the IP Address of this post.

Having issues with the hub restarting between the hours of 02:00~2:30am. Strange thing is it seems to only be happening on Monday/Tuesday/Wednesday/Thursday. Other days are random. Happening for a few weeks now. At first thought it might be a firmware update issue, so performed a full hard reset, but didn't fix, carried on happening. Checked all connections inside to make sure nothing is loose.

Network logs don't seem to have any timestamps around the time it happens.
Check service status sometimes say there's an issue, check back in 24hours, then says ok, then says check back in 24hours, but never gives a reason. 

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

1	203000000	5.9	40	256 qam	9
2	211000000	5.8	38	256 qam	10
3	219000000	5.8	40	256 qam	11
4	227000000	5.8	40	256 qam	12
5	235000000	5.8	40	256 qam	13
6	243000000	5.9	40	256 qam	14
7	251000000	5.6	40	256 qam	15
8	259000000	5.8	40	256 qam	16
9	267000000	6	40	256 qam	17
10	275000000	6	40	256 qam	18
11	283000000	6.1	40	256 qam	19
12	291000000	6	40	256 qam	20
13	299000000	6.3	38	256 qam	21
14	307000000	6.1	40	256 qam	22
15	315000000	6.1	40	256 qam	23
16	323000000	6	40	256 qam	24
17	331000000	6.3	40	256 qam	25
18	339000000	6	40	256 qam	26
19	347000000	5.8	40	256 qam	27
20	355000000	5.5	40	256 qam	28
21	363000000	5.5	40	256 qam	29
22	371000000	5.9	40	256 qam	30
23	379000000	5.9	40	256 qam	31
24	387000000	5.6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	7	0
2	Locked	38.9	9	0
3	Locked	40.9	8	0
4	Locked	40.3	8	0
5	Locked	40.3	11	0
6	Locked	40.3	6	0
7	Locked	40.9	8	0
8	Locked	40.3	8	0
9	Locked	40.3	10	0
10	Locked	40.3	6	0
11	Locked	40.3	6	0
12	Locked	40.3	11	0
13	Locked	38.9	19	0
14	Locked	40.3	7	0
15	Locked	40.3	10	0
16	Locked	40.3	10	0
17	Locked	40.3	5	0
18	Locked	40.3	8	0
19	Locked	40.3	7	0
20	Locked	40.3	8	0
21	Locked	40.3	10	0
22	Locked	40.3	10	0
23	Locked	40.3	6	0
24	Locked	40.3	8	0

Upstream bonded channels

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

1	23600030	42.3	5120	64 qam	11
2	36599995	43.3	5120	64 qam	7
3	30100000	42.8	5120	64 qam	8
4	43100000	43.8	5120	64 qam	6
5	49600000	44.5	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Network Log

Time Priority Description

01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
21/07/2024 13:20:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
17/07/2024 23:20:5	notice	LAN login Success;CM-QOS=1.1;CM-VER=3.0;
14/07/2024 16:47:14	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
14/07/2024 13:05:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
12/07/2024 00:28:16	notice	LAN login Success;CM-QOS=1.1;CM-VER=3.0;
12/07/2024 00:27:29	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-QOS=1.1;CM-VER=3.0;
05/07/2024 22:44:33	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
04/07/2024 17:45:2	notice	LAN login Success;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
04/07/2024 17:00:45	notice	LAN login Success;CM-QOS=1.1;CM-VER=3.0;
02/07/2024 04:56:56	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
01/07/2024 19:04:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.0;
29/06/2024 02:48:2	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
28/06/2024 07:04:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.0;
25/06/2024 10:47:45	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
24/06/2024 19:04:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.0;
22/06/2024 14:02:1	critical	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;

Please check the account associated with the IP Address of this post.

[George_w]

Live Graph
15/07
16/07
17/07
18/07
19/07
20/07
21/07
22/07
23/07

[Cardiffman282]

George I see that you have used modem mode in the past. Could it be your router doing firmware updates? 

[George_w]

It's 100% the Modem restarting. Device uptime on the modem shows this, and also the LED's on the modem are flashing when it's starting back up.

[wiry]

I have the exact same issue. At approx 2-2:30 am the modem restarts (I am using modem mode). Just had it happen approx 10 min ago and it's infuriating. I didnt catch all the LEDs of it doing a restart but I saw the data led was green by the time I ran down to it (which I believe indicates the modem is ranging or is waiting for wan dhcp but im not 100% sure). I can also literally see that it had just restarted because the uptime is at 12min and my power sure didnt go out because the same socket it's connected to has my router and that had no problems. Only had vm for about 2 weeks and I have already noticed this happening. Happened today. Happened yesterday. And the day before. And the.. you get the idea.

[barneykessel]

Hello, Just in case this is of some use, My connection has failed at around he 02:00 times on the last couple of nights. I've had no new services in recent time. I had a complete loss of services (wi-fi, tv , landline) at another time of day, phoned up and a guy in the tech team said 'it's your router, we can get you a new one out which is latest version, sounded ok to me until I asked him if that would extend my contract, i was told it would by another year. I said fix the current one please. I'm still getting problems.

[legacy1]

Sometimes it not possible to upgrade the network with Maintenance and a disconnect happens but at 2am only some would be online 

[Gareth_L]

Hello George_w.

Thank you very much for your post.
Can I just apologise for the repeated 2am drops
We can run a few tests from here and check on your equipment.
Sadly it's not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L

 

[Tudor]

It’s not a problem. When VM was updating the network a couple of years ago for DOCSIS 3.1 I had this most nights for 3 months.

[fizz]

There are now a couple of threads about this and a few people getting this on a Tuesday, wednesday and thursday mornings 2am or thereabouts the hubs are rebooting. I am told no disconnections are being found (which there must be because the hub reboots and the logs all show this as well as my BQM and all levels are good. This appears to be network initiated to be honest but it is driving me potty as my alarm system and NAS start pinging me that there is no internet!!!!