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Hub 3.0 Rebooting. SYNC Timing Failed. No Ranging response.

Good afternoon,

Have had an ongoing issue for numerous months now where the Hub will randomly boot everyone from the network and take 10 minutes to reboot and reconnect. The hub cycles through a host of combinations of flashing lights and coloured symbols whilst doing so. It does this multiple times throughout the day.

Have spoken to a few members of Virgin support staff on the telephone, who provide me with different excuses each time. One said we're heavy users which is causing the device to reboot (we're on entry level 100mbps fibre, workload makes no difference, the hub has cut out with one person browsing a mobile webpage or with two people streaming.) Another said that Virgin's servers are sending 'information' to the Hub which is causing it to reboot and promised that they 'would stop and we wouldn't have a problem' anymore. Another said they would 'send a patch' to the Hub, nevertheless nothing has made a difference... if anything has even been done in the first place.

I have seen similar, but not identical issues on the forum.

Please see logs below and on next post.

Any assistance is greatly appreciated as the lack of a stable internet connection is having a detrimental effect on my work now!

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

138750000

Locked

Ranged Upstream Channel (Hz)

25799980

Locked

Provisioning State

Online



 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

-1.4

35

256 qam

1

2

146750000

-1.5

35

256 qam

2

3

154750000

-1.2

35

256 qam

3

4

162750000

-1.4

35

256 qam

4

5

170750000

-1.2

36

256 qam

5

6

178750000

-1.2

36

256 qam

6

7

186750000

-1.2

36

256 qam

7

8

194750000

-1.4

36

256 qam

8

9

202750000

-1.7

36

256 qam

9

10

210750000

-2

36

256 qam

10

11

218750000

-2.5

36

256 qam

11

12

226750000

-2.7

36

256 qam

12

13

234750000

-2.4

36

256 qam

13

14

242750000

-0.5

37

256 qam

14

15

250750000

-0.2

37

256 qam

15

16

258750000

-0.5

37

256 qam

16

17

266750000

-0.5

37

256 qam

17

18

274750000

-0.5

37

256 qam

18

19

282750000

-0.9

37

256 qam

19

20

290750000

-1

37

256 qam

20

21

298750000

-0.4

37

256 qam

21

22

306750000

-0.2

37

256 qam

22

23

314750000

0

37

256 qam

23

24

322750000

0.2

37

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

35.5

52216

25853

2

Locked

35.5

7524

24

3

Locked

35.7

192

26

4

Locked

35.7

305

22

5

Locked

36.3

256

22

6

Locked

36.3

363

20

7

Locked

36.3

481

21

8

Locked

36.3

394

19

9

Locked

36.3

672

21

10

Locked

36.3

512

22

11

Locked

36.3

549

18

12

Locked

36.3

944

20

13

Locked

36.3

433

27

14

Locked

37.3

151

23

15

Locked

37.3

83

20

16

Locked

37.3

137

24

17

Locked

37.3

205

20

18

Locked

37.3

190

19

19

Locked

37.6

316

18

20

Locked

37.3

219

20

21

Locked

37.3

128

24

22

Locked

37.6

79

17

23

Locked

37.6

47

17

24

Locked

37.6

58

19

 

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Re: Hub 3.0 Rebooting. SYNC Timing Failed. No Ranging response.

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25799980

4.675

5120

64 qam

66

2

32600000

4.675

5120

64 qam

65

3

39400000

4.725

5120

64 qam

64

4

46200000

4.725

5120

64 qam

63

 

Upstream bonded 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

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsl10016u+voc-b.cm



Primary Downstream Service Flow

SFID

932560

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0


Primary Upstream Service Flow

SFID

932559

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

23/04/2020 11:07:46

notice

LAN login Success;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 11:04:14

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 11:02:36

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 10:58:56

critical

No Ranging Response received - T3 time-out;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 10:58:55

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 10:58:55

critical

Ranging Request Retries exhausted;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 10:58:2

critical

No Ranging Response received - T3 time-out;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

23/04/2020 10:58:1

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 18:26:28

critical

No Ranging Response received - T3 time-out;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 17:56:55

Warning!

RCS Partial Service;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 13:26:35

critical

No Ranging Response received - T3 time-out;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 09:53:44

Warning!

RCS Partial Service;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 09:53:34

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 09:53:26

Warning!

RCS Partial Service;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 09:52:52

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 04:19:20

Warning!

RCS Partial Service;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 04:19:19

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 04:19:9

Warning!

RCS Partial Service;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 04:19:9

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

22/04/2020 04:19:9

Warning!

RCS Partial Service;CM-MAC=REVOKED;CMTS-MAC=REVOKED;CM-QOS=1.1;CM-VER=3.0;

 

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