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hub 3 randomly rebooting itself

nvr
Joining in

Hello,

Ive noticed my hub will randomly reboot itself, the connection drops, green light appears, alongside the green broadband and green wifi flashing lights. After 5-10 minutes it reconnects.

I have manually rebooted, manually factory reset, checked the interior cabling and all is good. I'd like to clarify that when it is connected, the internet connection is completely fine, speed is good etc. It simply reboots itself on a whim.

Lately it seems to be getting more frequent, sometimes up to 5 times a day, and yet some days it will never reboot at all. I sometimes work from home and require it to be stable.

For further info I found this thread which is an exact replica of my symptoms: https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-3-0-random-rebooting-restarting-daily/m...

Going off of that linked thread it sounds I need an engineer to check exterior cabling or cabinet.

Can someone from VM get this ball rolling with requiring me to sit on the phone 30mins+ please?

1 ACCEPTED SOLUTION

Accepted Solutions

Hi nvr,

Thanks for posting and welcome to our community 🙂

I've had a look at things from our side and can see a connectivity issue that would cause intermittent issues with your connection. This issue is impacting at least 25% of the customers in the area.
We've automatically raised the issue to our network teams who will investigate and fix the fault in the area. We'll have this resolved as soon as possible.

Alex_Rm

 

See where this Helpful Answer was posted

10 REPLIES 10

jbrennand
Very Insightful Person
Very Insightful Person

Post up your Hub3 stats - exactly like shown in the post you have linked to.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

nvr
Joining in

Apologies I wasn't able to get to the router when I made the initial post.
Your Hub 3.0 status
Wireless(On (2.4 and 5 GHz))
Internet(Partial Service (US only))

Downstream bonded channels

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

133075000012.840256 qam25
226675000011.340256 qam17
327475000011.540256 qam18
428275000011.540256 qam19
529075000011.640256 qam20
629875000012.340256 qam21
730675000012.340256 qam22
831475000012.340256 qam23
932275000012.540256 qam24
1033875000012.640256 qam26
1134675000012.840256 qam27
1235475000013.340256 qam28
1336275000013.340256 qam29
1437075000012.840256 qam30
1537875000012.440256 qam31
1638675000011.540256 qam32
173947500001140256 qam33
1840275000010.640256 qam34
1941075000011.140256 qam35
2041875000011.540256 qam36
215227500001040256 qam37
225307500001040256 qam38
2353875000010.940256 qam39
2454675000010.940256 qam40



Downstream bonded channels

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

1Locked40.9208113
2Locked40.3261148
3Locked40.9258127
4Locked40.3263139
5Locked40.3254116
6Locked40.3240119
7Locked40.9227114
8Locked40.9219117
9Locked40.3220111
10Locked40.9206116
11Locked40.3205108
12Locked40.3224113
13Locked40.9204105
14Locked40.3172112
15Locked40.9182109
16Locked40.9181112
17Locked40.3162110
18Locked40.3159108
19Locked40.3148108
20Locked40.9137110
21Locked40.3122103
22Locked40.313090
23Locked40.912494
24Locked40.3104101

Upstream bonded channels

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

13659998340.3512064 qam3
24309998339.5512064 qam2
34959998640512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000

 

nvr
Joining in

Network Log

Time Priority Description

06/09/2023 15:59:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:59:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:59:12criticalReceived 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;
06/09/2023 15:59:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:59:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:58:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:58:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:57:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:56:42criticalReceived 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;
06/09/2023 15:54:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:54:12criticalReceived 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;
06/09/2023 15:51:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:51:42criticalReceived 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;
06/09/2023 15:49:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:49:12criticalReceived 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;
06/09/2023 15:47:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:46:42criticalReceived 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;
06/09/2023 15:46:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:45:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 15:45:14criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

nvr
Joining in

After having it just reboot itself, there are additional things in the logs

 

06/09/2023 16:15:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 16:15:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 16:15:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Your Hub 3.0 status

Wireless(On (2.4 and 5 GHz))

Internet(Partial Service (US only))

Upstream bonded channels

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

12360000047.3512032 qam5
23010005346.3512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0090
2ATDMA0000

Downstream bonded channels

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

133075000013.140256 qam25
226675000011.840256 qam17
32747500001240256 qam18
428275000011.940256 qam19
52907500001240256 qam20
629875000012.540256 qam21
730675000012.540256 qam22
831475000012.540256 qam23
932275000012.840256 qam24
103387500001340256 qam26
113467500001340256 qam27
1235475000013.540256 qam28
1336275000013.540256 qam29
143707500001340256 qam30
1537875000012.540256 qam31
1638675000011.940256 qam32
1739475000011.440256 qam33
184027500001140256 qam34
1941075000011.540256 qam35
204187500001240256 qam36
2152275000010.538256 qam37
2253075000010.540256 qam38
2353875000011.340256 qam39
2454675000011.340256 qam40



Downstream bonded channels

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

1Locked40.3113364
2Locked40.3209261
3Locked40.3198329
4Locked40.3181281
5Locked40.9162285
6Locked40.3183227
7Locked40.3165272
8Locked40.3158255
9Locked40.9130302
10Locked40.9153253
11Locked40.3125252
12Locked40.9148201
13Locked40.9136297
14Locked40.3125228
15Locked40.3100219
16Locked40.3111219
17Locked40.3106214
18Locked40.3100188
19Locked40.997162
20Locked40.3112281
21Locked38.968162
22Locked40.361168
23Locked40.372161
24Locked40.363183

nvr
Joining in

Hub 3.0 status overview

Wireless(On (2.4 and 5 GHz))

Internet(Partial Service (US Only))

Downstream bonded channels

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

13307500001340256 qam25
226675000011.540256 qam17
327475000011.840256 qam18
428275000011.840256 qam19
529075000011.940256 qam20
629875000012.540256 qam21
730675000012.540256 qam22
831475000012.440256 qam23
932275000012.640256 qam24
1033875000012.940256 qam26
1134675000012.940256 qam27
1235475000013.440256 qam28
1336275000013.540256 qam29
143707500001340256 qam30
1537875000012.540256 qam31
1638675000011.840256 qam32
1739475000011.140256 qam33
1840275000010.840256 qam34
1941075000011.440256 qam35
2041875000011.640256 qam36
2152275000010.338256 qam37
2253075000010.340256 qam38
235387500001140256 qam39
245467500001140256 qam40



Downstream bonded channels

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

1Locked40.997194
2Locked40.3146161
3Locked40.3123248
4Locked40.3115201
5Locked40.3110187
6Locked40.3122149
7Locked40.3119167
8Locked40.3110161
9Locked40.3105124
10Locked40.9113161
11Locked40.996118
12Locked40.390137
13Locked40.998202
14Locked40.982153
15Locked40.361154
16Locked40.974138
17Locked40.366120
18Locked40.361111
19Locked40.35997
20Locked40.370210
21Locked38.94277
22Locked40.33493
23Locked40.341107
24Locked40.34191

Upstream bonded channels

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

13660018045.8512064 qam3
22360000048.8512064 qam5
33010005345.8512064 qam4
44309997144.3512064 qam2
54960000443.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

nvr
Joining in

Wireless (On (2.4 and 5 GHz))

Internet (Partial Service (US Only))

Downstream bonded channels

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

13307500001340256 qam25
226675000011.540256 qam17
327475000011.840256 qam18
428275000011.840256 qam19
529075000011.940256 qam20
629875000012.540256 qam21
730675000012.540256 qam22
831475000012.540256 qam23
932275000012.840256 qam24
1033875000012.940256 qam26
1134675000012.940256 qam27
1235475000013.540256 qam28
1336275000013.540256 qam29
143707500001340256 qam30
1537875000012.540256 qam31
1638675000011.840256 qam32
1739475000011.140256 qam33
1840275000010.940256 qam34
1941075000011.440256 qam35
2041875000011.840256 qam36
2152275000010.438256 qam37
2253075000010.440256 qam38
2353875000011.140256 qam39
2454675000011.140256 qam40


Downstream bonded channels

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

1Locked40.399194
2Locked40.9152161
3Locked40.3127248
4Locked40.9120201
5Locked40.3115187
6Locked40.3126149
7Locked40.3124167
8Locked40.3113161
9Locked40.3110124
10Locked40.9115161
11Locked40.999118
12Locked40.991137
13Locked40.399202
14Locked40.984153
15Locked40.363154
16Locked40.377138
17Locked40.968120
18Locked40.362111
19Locked40.96097
20Locked40.973210
21Locked38.94577
22Locked40.93493
23Locked40.342107
24Locked40.34191

Upstream bonded channels

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

13660000045.8512064 qam3
22360000048.8512032 qam5
33010005345.8512064 qam4
44309997144.3512064 qam2
54960000443.8512064 qam1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

nvr
Joining in

Your Hub 3.0 status

Wireless(On (2.4 and 5 GHz))

Internet(Partial Service (US only))

Downstream bonded channels

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

133075000013.140256 qam25
226675000011.640256 qam17
327475000011.940256 qam18
428275000011.940256 qam19
52907500001240256 qam20
629875000012.540256 qam21
730675000012.540256 qam22
831475000012.540256 qam23
932275000012.840256 qam24
103387500001340256 qam26
113467500001340256 qam27
1235475000013.540256 qam28
1336275000013.540256 qam29
143707500001340256 qam30
1537875000012.540256 qam31
163867500001240256 qam32
1739475000011.440256 qam33
184027500001140256 qam34
1941075000011.540256 qam35
204187500001240256 qam36
2152275000010.538256 qam37
2253075000010.540256 qam38
2353875000011.340256 qam39
2454675000011.340256 qam40



Downstream bonded channels

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

1Locked40.3113364
2Locked40.3209261
3Locked40.3198329
4Locked40.3181281
5Locked40.9162285
6Locked40.3183227
7Locked40.3165272
8Locked40.9158255
9Locked40.3130302
10Locked40.3153253
11Locked40.3125252
12Locked40.9148201
13Locked40.3136297
14Locked40.3125228
15Locked40.3100219
16Locked40.3111219
17Locked40.3106214
18Locked40.3100188
19Locked40.997162
20Locked40.3112281
21Locked38.968162
22Locked40.361168
23Locked40.372161
24Locked40.963183

nvr
Joining in

I must be triggering some kind of filter as my posts containing the downstream and upstreams are deleted as soon as I post them.

The internet status on the hub sometimes mentions Partial Service, and also additional logs after a reboot:

06/09/2023 16:42:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 16:42:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

nvr
Joining in

Downstream bonded channels

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

133075000013.140256 qam25
226675000011.840256 qam17
32747500001240256 qam18
428275000011.940256 qam19
52907500001240256 qam20
629875000012.540256 qam21
730675000012.540256 qam22
831475000012.540256 qam23
932275000012.840256 qam24
103387500001340256 qam26
113467500001340256 qam27
1235475000013.540256 qam28
1336275000013.540256 qam29
143707500001340256 qam30
1537875000012.540256 qam31
1638675000011.940256 qam32
1739475000011.440256 qam33
184027500001140256 qam34
1941075000011.540256 qam35
204187500001240256 qam36
2152275000010.538256 qam37
2253075000010.540256 qam38
2353875000011.340256 qam39
2454675000011.340256 qam40



Downstream bonded channels

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

1Locked40.3113364
2Locked40.3209261
3Locked40.3198329
4Locked40.3181281
5Locked40.9162285
6Locked40.3183227
7Locked40.3165272
8Locked40.3158255
9Locked40.9130302
10Locked40.9153253
11Locked40.3125252
12Locked40.9148201
13Locked40.9136297
14Locked40.3125228
15Locked40.3100219
16Locked40.3111219
17Locked40.3106214
18Locked40.3100188
19Locked40.997162
20Locked40.3112281
21Locked38.968162
22Locked40.361168
23Locked40.372161
24Locked40.363183

Upstream bonded channels

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

12360000047.3512032 qam5
23010005346.3512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0090
2ATDMA0000