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GoonerByron
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Internet/router going down same time every night

Hi all,

Hope you can help!

For the last 2/3 weeks our internet or router has been going down at almost the exact time every single night. It happens between 9.46-10pm. The behaviour is the router first flashes a white light only for a few minutes and then all lights go green. Within 10-15 minutes it comes back on. It sometimes does it again going into the evening but don’t know if this is every night.

Customer support have been useless, saying I have to phone at the time it’s happening for them to investigate hut by the time you have got through the queue for 30+ mins they say they can’t investigate because it’s back up!

I’m not an expert on this but wonder if it’s some sort of software update to the router that is trying to apply each evening and then failing causing it to completely restart and go down?

I can’t imagine it would be the entire line dropping every night at the same time?

Can anyone offer any suggestion? This is the latest in a long list of problems with the SuperHub3 that I haven’t managed to fix!

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Very Insightful Person
Very Insightful Person
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Message 2 of 4
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Re: Internet/router going down same time every night

Would need to check the signal levels if could go to http://192.168.0.1 or if using modem mode http://192.168.100.1 clicking router status top right or bottom of page depending on hub [no need to login - depending on hub] and if could copy/paste the downstream, upstream, network log, don't worry about the formatting we can easily read it.. try and avoid using screen shots..

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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GoonerByron
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Re: Internet/router going down same time every night

Hi, thanks for reply. Please see logs below - 

Status

Item Status Comments
Acquired Downstream Channel (Hz) 675000000Locked
Ranged Upstream Channel (Hz) 46199986 Locked
Provisioning State Online
 
Downstream
 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 675000000 -1.7 40 256 qam 30
2 459000000 -2.5 40 256 qam 7
3 467000000 -2.5 40 256 qam 8
4 475000000 -2.5 40 256 qam 9
5 483000000 -2.9 40 256 qam 10
6 491000000 -3 40 256 qam 11
7 499000000 -3 40 256 qam 12
8 507000000 -3.2 40 256 qam 13
9 515000000 -2.9 40 256 qam 14
10 523000000 -2.5 40 256 qam 15
11 531000000 -2.2 40 256 qam 16
12 539000000 -2.2 40 256 qam 17
14 555000000 -2.2 40 256 qam 19
15 563000000 -2.2 40 256 qam 20
16 571000000 -2.7 40 256 qam 21
17 579000000 -2.7 40 256 qam 22
19 595000000 -2.7 40 256 qam 24
20 635000000 -2.7 40 256 qam 25
21 643000000 -2.5 40 256 qam 26
22 651000000 -2.9 40 256 qam 27
23 659000000 -2.5 40 256 qam 28
24 667000000 -2.2 40 256 qam 29
 
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 20 11
2 Locked 40.3 60 0
3 Locked 40.3 31 12
4 Locked 40.9 37 0
5 Locked 40.9 46 2
6 Locked 40.3 45 0
7 Locked 40.3 45 0
8 Locked 40.9 51 5
9 Locked 40.3 37 14
10 Locked 40.9 42 1
11 Locked 40.9 36 49
12 Locked 40.3 32 4
13 Locked 40.3 31 35
14 Locked 40.9 28 11
15 Locked 40.3 21 13
16 Locked 40.9 30 27
17 Locked 40.3 36 15
18 Locked 40.9 36 29
19 Locked 40.9 30 16
20 Locked 40.9 41 0
21 Locked 40.3 26 4
22 Locked 40.3 18 12
23 Locked 40.3 27 4
24 Locked 40.3 18 1
 
Upstream
 
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199986 4.5 5120 64 qam 1
2 25799998 4.45 5120 64 qam 4
3 32600039 4.35 5120 64 qam 3
4 39400019 4.5 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 wrkldJKDHSUBsgvca69834ncxv9873
 
Primary Downstream Service Flow
SFID 4241
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0
 
Primary Upstream Service Flow
SFID 4240
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
 
Network Log
Time Priority Description
04/08/2019 01:24:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 03:30:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 10:13:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:01:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:44 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:45 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:46 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:47 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:48 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 22:03:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2019 23:51:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 12:42:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2019 04:46:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2019 00:28:53 notice SW Download INIT - Via NMS
08/08/2019 00:31:2 notice SW download Successful - Via NMS
08/08/2019 03:21:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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Forum Team
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Re: Internet/router going down same time every night

Hi GoonerByron,

 

Thank you for reaching out, I'm sorry that you've been having intermittent broadband issues.

 

Taking a look at the backend of the network, it does appear that your modem is having trouble staying connected. I'd like to get an engineer visit booked for you to work towards a resolution.

 

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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