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Daveoc644
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Regular Hub 3.0 reboots/disconnects

I have been having problems with my Virgin Media 500mbps broadband connection for about a month now. It was installed and working fine for a year prior to that.

Usually at least once per day (often more), the Hub 3.0 seems to reboot itself (the uptime counter gets reset), causing all Ethernet and Wi-Fi connections to drop. This seems more likely to happen in the evening or at night.

I contacted Virgin Media by phone, and a replacement Hub 3.0 (and power supply) was sent out, but the same thing is still happening after replacing the Hub and power supply. I'm sure that everything is plugged in correctly.

I haven't changed or moved any equipment, so I can't think of any reason why this would happen now. I plugged the replacement Hub into a different power socket, but that didn't help. Other devices don't seem to have any issues with mains power.

The power levels were OK before the Hub was swapped, but I couldn't get the 6db Attenuator to fit back on the new hub, so the power levels are a little on the high side.

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Daveoc644
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Re: Regular Hub 3.0 reboots/disconnects

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000008.636256 qam25
22670000008.337256 qam17
32750000008.537256 qam18
42830000008.637256 qam19
52910000008.836256 qam20
62990000008.936256 qam21
73070000008.937256 qam22
8315000000937256 qam23
9323000000936256 qam24
103390000008.536256 qam26
113470000008.636256 qam27
123550000008.936256 qam28
133630000008.636256 qam29
143710000008.637256 qam30
153790000008.636256 qam31
163870000008.836256 qam32
173950000008.636256 qam33
184030000008.536256 qam34
194110000008.536256 qam35
204190000008.336256 qam36
214270000008.436256 qam37
224350000008.536256 qam38
234430000008.536256 qam39
244510000008.636256 qam40


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked36.6410
2Locked37.3240
3Locked37.3230
4Locked37.3220
5Locked36.6290
6Locked36.6450
7Locked37.3290
8Locked37.3400
9Locked36.6370
10Locked36.6440
11Locked36.6420
12Locked36.6660
13Locked36.6440
14Locked37.3340
15Locked36.6470
16Locked36.3450
17Locked36.3530
18Locked36.6610
19Locked36.3730
20Locked36.6660
21Locked36.3510
22Locked36.6640
23Locked36.6470
24Locked36.6190

 

 

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Daveoc644
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Re: Regular Hub 3.0 reboots/disconnects

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1462001483.925512064 qam8
2537000453.975512064 qam7
3394002053.9512064 qam9
4326000393.925512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

09/10/2020 17:19:23noticeLAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 17:19:2Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 17:14:34noticeSW download Successful - Via Config file
09/10/2020 17:12:29noticeSW Download INIT - Via Config file
01/01/1970 00:01:45criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:30:53Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:27:28noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:21:17Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:12:1criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 10:07:57noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 09:51:4noticeSW download Successful - Via Config file
06/10/2020 09:45:2noticeSW Download INIT - Via Config file
28/08/2020 20:09:25criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 01:54:19ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 21:58:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 20:41:23criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:24:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 08:04:25criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 09:32:39ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 04:05:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;



The BQM for the old Hub 3.0 is here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/e98760dda0f8ae17fa8f596214b3613337...

The BQM for the new Hub 3.0 is here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/00903df558f9abd61f16afe950d8fd7086...

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Paul_DN
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Re: Regular Hub 3.0 reboots/disconnects

Hi Dave,

 

Thank you for reaching out to us in our community and a warm welcome to you, I am sorry to hear you are having issues with your connection.

 

I have been unable to locate your account with the information we have, how have things been since your last post have you managed to speak to anyone?

 

 
I have had a look at your quality monitor results and things don't look too bad.

 

Regards

 

Paul.

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Daveoc644
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Re: Regular Hub 3.0 reboots/disconnects

Hi Paul

I have had two drop outs during the last week.

The downstream power levels have now gone as high as 11.2dBmV, which I think is too high now.

Thanks

David

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Hollie_B
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Re: Regular Hub 3.0 reboots/disconnects

Hi there @Daveoc644 

 

Thanks for your reply. Apologies for the delay in response, we have been very busy and doing our best to get to each community post. 

 

How has the broadband connection been since? Are you still having these powerstream issues? 

 

Thanks, 

 

 

Hollie - Forum Team


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