Hub 3 keeps rebooting

[hatowl]

Can someone please help me? My hub 3 has started rebooting itself at random and it's getting worse. It started on Wednesday when it happened 6 or 7 times. Yesterday it happened at least 12 times. This morning although it's only 08:30 it's already happened 4 times while trying to type this. Please don't advise me to call the helpline as I'm 72 and have had a stroke and can't make myself understood on the telephone. Can someone help please.

[Tudor]

Try calling Area faults on  0800 561 0061 or if you have a VM landline 150 it's an automated reply and you will not have to speak. It gives details down to post code level.

If there are no area faults, open a web browser and go to 192.168.0.1. On the first screen in the middle there is a button to press to get to the settings details.

The next page has a set of tabs across the top, go to each tab in turn and cut and paste the details into your reply.

[hatowl]

Thanks for your help. Hope I've done this right.

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
39399991
Locked
Provisioning State
Online

wnstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -3.2 38 256 qam 25
2 203000000 -4.7 40 256 qam 9
3 211000000 -4.5 38 256 qam 10
4 219000000 -4.5 38 256 qam 11
5 227000000 -4.7 38 256 qam 12
6 235000000 -5 38 256 qam 13
7 243000000 -5.2 38 256 qam 14
8 251000000 -5.7 38 256 qam 15
9 259000000 -5 38 256 qam 16
10 267000000 -4.5 38 256 qam 17
11 275000000 -4.4 38 256 qam 18
12 283000000 -4 40 256 qam 19
13 291000000 -3.9 40 256 qam 20
14 299000000 -3.5 40 256 qam 21
15 307000000 -3.5 40 256 qam 22
16 315000000 -3.5 38 256 qam 23
17 323000000 -3.2 40 256 qam 24
18 339000000 -3 40 256 qam 26
19 347000000 -2.7 40 256 qam 27
20 355000000 -2.7 40 256 qam 28
21 363000000 -2.7 40 256 qam 29
22 371000000 -2.9 40 256 qam 30
23 379000000 -2.5 40 256 qam 31
24 387000000 -3 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 12 0
2 Locked 40.3 189 0
3 Locked 38.9 194 0
4 Locked 38.9 271 0
5 Locked 38.6 320 0
6 Locked 38.6 115 0
7 Locked 38.9 143 0
8 Locked 38.9 203 0
9 Locked 38.9 134 0
10 Locked 38.9 52 0
11 Locked 38.9 38 0
12 Locked 40.3 66 0
13 Locked 40.3 69 0
14 Locked 40.3 48 0
15 Locked 40.3 18 0
16 Locked 38.6 8 0
17 Locked 40.3 10 0
18 Locked 40.3 6 0
19 Locked 40.3 8 0
20 Locked 40.3 7 0
21 Locked 40.3 6 0
22 Locked 40.3 7 0
23 Locked 40.3 7 0
24 Locked 40.9 7 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399991 43 5120 64 qam 4
2 32599969 43 5120 64 qam 5
3 46199961 44.5 5120 64 qam 3
4 53699981 43 5120 64 qam 2

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
.iyewrkldJKDHSUBsgvca6983

Primary Downstream Service Flow
SFID 11104
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 11103
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
22/10/2021 09:28:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 07:04:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2021 21:03:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2021 20:47:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 11:48:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 01:57:24 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 01:57:24 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 21:07:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 13:57:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 13:57:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 08:30:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 01:57:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 01:57:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2021 07:08:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 13:57:22 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 13:57:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 01:55:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 07:17:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2021 23:23:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2021 09:40:49 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

You’ve done it correctly, those stats are what we wanted.

All power levels are within spec although some downstream level are near the minimum recommended. The Pre RS error are possibly high, certainty for the date of the log start. These are accumulative since the hub was last power cycled, so could you please power cycle the hub and post another full set of stats after a few hours. We can then see how much they are increasing in a short period.

[hatowl]

OK Unplugged hub last night and plugged it back in this morning. The good news is it hasn't rebooted yet.

Trying to post the hub status info again but getting  error message - Message cannot exceed 20,000 characters.

Is there another way?

[Tudor]

Split it over two messages.

[Martin_N]

Hi hatowl,

Thank you for your post. I'm very sorry to hear about the broadband issue you're having. 

I have been able to locate your account and taken a look at your levels. 

It does look like an engineer visit is required. 

What I will do is private message you so we can look into getting this booked in for you?

^Martin