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nm11
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Hub 3 router error mesages

Hi, I’ve been a long term user of Virgin Media broadband service with no major issues until recently.

 

It started a few months ago when I began to noticed the Router (a Hub 3) was rebooting itself, only infrequently at first but in recent days much more often. I’m now accessing the Routers Network log and can see lots of “error” msgs I’m hoping will point to the problem that’s causing the reboots.

 

I've tried 'pasting in' a copy of the log entries into this post but it doesn't seem to work, how do I get a copy of the log onto the Forum post ?

 

Here are a couple of example error msgs (there are a lot more with a lot more detail):-

TFTP failed - Request sent

SYNC Timing Synchronization failure

 

How do I get this information to someone on the technical side of Virgin Media who might understand what is going on.

 

 

 

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jbrennand
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Message 2 of 11
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Re: Hub 3 router error mesages

post the Network logs along with all the data from the Downstream & Upstream pages of the Router Status.

I think if you just copy and paste them in (may need 3 separate posts) then when you press "post" the forum software should strip out any sensitive data and allow it to post - you may have to hit the "post" button a couple of times whilst it works its magic to remove your MAC addresses etc.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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nm11
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Message 3 of 11
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Re: Hub 3 router error mesages

I've just 'cut and pasted' the network log entries but nothing is showing up as having been pasted in on my screen

I'll Post the entry and see what turns up online.

 

(PS I've already edited out the MAC  addresses)

 

Downstream and Upstream pages to follow if this is successful

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nm11
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Re: Hub 3 router error mesages

Here's the Upstream stats (I see then Network log entries didn't come thru).

(Thanks for responding to my Post)

 

Upstream bonded channels


Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID


1 25800000 4.75 5120 64 qam 6
2 39400000 4.825 5120 64 qam 4
3 46200000 4.925 5120 64 qam 3
4 32600000 4.775 5120 64 qam 5

 


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

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nm11
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Re: Hub 3 router error mesages

Here are the Downstream stats :-

 

Downstream bonded channels


Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID


1 459000000 13 40 256 qam 7
2 467000000 12.8 40 256 qam 8
3 475000000 13.3 40 256 qam 9
4 483000000 13.1 40 256 qam 10
5 491000000 13 40 256 qam 11
6 499000000 13.4 40 256 qam 12
7 507000000 13.5 40 256 qam 13
8 515000000 14 40 256 qam 14
9 523000000 14.5 40 256 qam 15
10 531000000 14.8 40 256 qam 16
11 539000000 15 40 256 qam 17
12 547000000 15.1 40 256 qam 18
13 555000000 15.5 40 256 qam 19
14 563000000 15.5 40 256 qam 20
15 571000000 15.1 40 256 qam 21
16 579000000 15 40 256 qam 22
17 587000000 14.6 40 256 qam 23
18 595000000 14.1 40 256 qam 24
19 635000000 12.9 38 256 qam 25
20 643000000 13.4 40 256 qam 26
21 651000000 13.9 40 256 qam 27
22 659000000 14.3 40 256 qam 28
23 667000000 14.6 40 256 qam 29
24 675000000 15 40 256 qam 30

 


Downstream bonded channels


Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors


1 Locked 40.3 20 0
2 Locked 40.3 31 0
3 Locked 40.3 24 0
4 Locked 40.3 17 0
5 Locked 40.3 26 0
6 Locked 40.9 18 0
7 Locked 40.3 19 0
8 Locked 40.9 14 0
9 Locked 40.3 15 0
10 Locked 40.3 7 0
11 Locked 40.9 15 0
12 Locked 40.9 10 0
13 Locked 40.3 7 0
14 Locked 40.3 31 0
15 Locked 40.3 6 0
16 Locked 40.3 7 0
17 Locked 40.3 16 0
18 Locked 40.3 40 0
19 Locked 38.9 977 0
20 Locked 40.3 20 0
21 Locked 40.3 13 0
22 Locked 40.3 17 0
23 Locked 40.9 10 0
24 Locked 40.9 8 0

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Very Insightful Person
Very Insightful Person
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Message 6 of 11
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Helpful Answer

Re: Hub 3 router error mesages

Woah, those downstream power levels are quite a bit over the upper limit - upstream's looking not bad which makes a nice change! You need an attenuator putting in the line to drop the levels somewhat or, probably even better, your connection being moved to a different tap in the street cabinet. You'll need an engineer visit to do either of these as they'll need to check the levels afterwards. Either call in to customer services and really be insistent on a visit or hang on for a member of the forum team to get to this thread and offer to contact you directly.

 

John

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nm11
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Message 7 of 11
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Re: Hub 3 router error mesages

Thanks for getting back to me.

I'll leave the post here for now (I'd still like to know why I can't post the Network logs) and see if it's picked up but will call the Helpdesk if nothing happens and try to get an engineer out.

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Forum Team
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Message 8 of 11
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Re: Hub 3 router error mesages

Hi nm11,

 

Welcome to our forums and thank you for posting. I do apologise that you've been experiencing broadband issues, there should be no problem getting this sorted for you.

 

As jem101 has mentioned above, your downstream power levels are far too high and we can see the same from our end. I'd like to get an engineer visit arranged to resolve this fault. I'll send you a private message now to clear account security, please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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Forum Team
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Message 9 of 11
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Re: Hub 3 router error mesages

Thanks again for joining me for a pm, nm11 🙂

 

I'm glad we've got a tech visit arranged for you. Please do let us know how this goes, we'll be more than happy to offer further support if needed.

 

Enjoy the rest of your evening,

Rachael

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nm11
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Message 10 of 11
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Re: Hub 3 router error mesages

Hi, Engineer came this morning installed a new ISO and fitted an Attenuator to the cable which has brought the power levels back within the approved values.

Thanks everyone for your input to this posting and especially to Rachael_F for setting up the engineers visit so quickly.

I'll monitor the logs for a few days, let you know how it goes before hopefully signing off this posting as resolved - how do I do that ?

 

Thanks again

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