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

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! 

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Z92
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Re: Modem / routers restarting, New hub sent out? Isolation and working from home

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. 

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

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

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

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

 

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

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

 

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

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

 

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

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

 

 

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

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

 

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

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;

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

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

 

Many Thanks

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