Modem / routers restarting, New hub sent out? Isolation and working from home

[Edgeychris]

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! 

[Z92]

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. 

[Edgeychris]

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

[Edgeychris]

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

[Edgeychris]

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

[Edgeychris]

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

[Edgeychris]

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

[Edgeychris]

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

[Edgeychris]

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;

[Edgeychris]

Hope this all helps, is there anything that can be done ASAP or done to push things along?

Many Thanks