on 20-07-2021 21:12
Hi there
im hoping someone can help, I have had to start isolating due to COVID symptoms and waiting for a test result however I need to still work from home, this all comes at the same time my Superhub 3 is playing up!
I had an engineer booked but obviously they can’t come now and I can’t keep hot spotting!
Iv ram through all the steps and even factory reset the hub, I can clearly see that it is still restarting every few mins, is there any chance Virgin can please send me a replacement Hub just so I can get back up and running and working correctly?
thanks!
on 21-07-2021 02:08
You'll need to wait for a vm rep to do some diagnostic checks on your line.
Whilst you wait for that can out you stats from the Web interface? Upstream and downstream please. Post back if you don't know how to do it.
on 21-07-2021 08:34
Hi there
could you tell me how to do this please?
Iv had a quick look in router status and can see some Critical logs in the network log
unsure how to get the upstream and downstream info though
many thanks
on 21-07-2021 11:40
Hi there
i managed to get on to it while it was up, and nw having to post this over a hotspot as it went down again, here is what i managed to get:
Cable Modem Status | ||
Item | Status | Comments |
Acquired Downstream Channel (Hz) | 259000000 | Locked |
Ranged Upstream Channel (Hz) | 39399998 | Locked |
Provisioning State | Online |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | 9834ncxv9873254k;fg87dsfd |
on 21-07-2021 11:41
Primary Downstream Service Flow
SFID | 380 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 379 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
on 21-07-2021 11:42
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 259000000 | -10.4 | 35 | 256 qam | 16 |
2 | 139000000 | -7.7 | 34 | 256 qam | 1 |
3 | 147000000 | -8.5 | 35 | 256 qam | 2 |
4 | 155000000 | -8.2 | 35 | 256 qam | 3 |
5 | 163000000 | -9 | 35 | 256 qam | 4 |
6 | 171000000 | -8.4 | 35 | 256 qam | 5 |
7 | 179000000 | -8.9 | 35 | 256 qam | 6 |
8 | 187000000 | -8.9 | 35 | 256 qam | 7 |
9 | 195000000 | -9.4 | 36 | 256 qam | 8 |
10 | 203000000 | -9.5 | 35 | 256 qam | 9 |
11 | 211000000 | -10 | 35 | 256 qam | 10 |
12 | 219000000 | -9.7 | 32 | 256 qam | 11 |
13 | 227000000 | -10.7 | 33 | 256 qam | 12 |
14 | 235000000 | -10.2 | 35 | 256 qam | 13 |
15 | 243000000 | -10.9 | 35 | 256 qam | 14 |
16 | 251000000 | -10.5 | 35 | 256 qam | 15 |
17 | 267000000 | -10.2 | 35 | 256 qam | 17 |
18 | 275000000 | -11 | 35 | 256 qam | 18 |
19 | 283000000 | -10.9 | 35 | 256 qam | 19 |
20 | 291000000 | -10.7 | 35 | 256 qam | 20 |
21 | 299000000 | -10 | 35 | 256 qam | 21 |
22 | 307000000 | -10.2 | 35 | 256 qam | 22 |
23 | 315000000 | -9.9 | 36 | 256 qam | 23 |
24 | 323000000 | -11.2 | 35 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 35.5 | 204 | 1970 |
2 | Locked | 34.9 | 8275 | 27306 |
3 | Locked | 35.5 | 10232 | 11796 |
4 | Locked | 35.7 | 343 | 0 |
5 | Locked | 35.5 | 296 | 0 |
6 | Locked | 35.5 | 263 | 0 |
7 | Locked | 35.7 | 59 | 0 |
8 | Locked | 35.7 | 72 | 0 |
9 | Locked | 36.3 | 127 | 0 |
10 | Locked | 35.7 | 109 | 0 |
11 | Locked | 35.5 | 205 | 0 |
12 | Locked | 32.6 | 15560 | 0 |
13 | Locked | 33.9 | 630 | 0 |
14 | Locked | 35.7 | 94 | 0 |
15 | Locked | 35.5 | 83 | 0 |
16 | Locked | 35.5 | 51 | 0 |
17 | Locked | 35.7 | 64 | 0 |
18 | Locked | 35.5 | 66 | 0 |
19 | Locked | 35.7 | 38 | 0 |
20 | Locked | 35.5 | 65 | 0 |
21 | Locked | 35.7 | 46 | 0 |
22 | Locked | 35.5 | 57 | 0 |
23 | Locked | 36.3 | 44 | 0 |
24 | Locked | 35.7 | 61 | 0 |
on 21-07-2021 11:42
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39399998 | 54 | 5120 | 64 qam | 4 |
2 | 46200139 | 54 | 5120 | 64 qam | 3 |
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 |
on 21-07-2021 11:42
Network Log
Time | Priority | Description |
21/07/2021 10:27:36 | critical | Received 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; |
21/07/2021 10:25:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:24:57 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 09:00:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 09:00:4 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 09:00:4 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:57:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:55:44 | critical | Received 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; |
21/07/2021 08:54:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:54:22 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:54:22 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:53:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:53:11 | critical | Received 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; |
21/07/2021 08:52:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:45:11 | critical | Received 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; |
21/07/2021 08:41:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:41:30 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:41:30 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:41:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:41:24 | critical | TFTP Request Retries exceeded, CM unable to register |
on 21-07-2021 11:43
21/07/2021 10:34:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:17 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:34:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:33:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:33:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:33:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:33:37 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:28:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:28:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:27:36 | critical | Received 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; |
21/07/2021 10:25:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:24:57 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 09:00:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 09:00:4 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 09:00:4 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 21-07-2021 11:43
Hope this all helps, is there anything that can be done ASAP or done to push things along?
Many Thanks