Menu
Reply
  • 16
  • 0
  • 0
Tuning in
198 Views
Message 1 of 22
Flag for a moderator

Superhub 3.0 turning itself off/rebooting

Having really intermittent connection. Checking the hub 3.0 and it's either turned itself or rebooted itself.

I've tried power cycling, factory reset etc... Same issue where it'll work for maybe 5 mins then turn itself off or just become unresponsive. Connection is via ethernet cable. 

I can't get through to a human on the phone, so I've exhausted all the troubleshooting menu options and the service status doesn't indicate a problem in the area.

Anyone have any ideas? How can I get through to someone to work out the problem? 

0 Kudos
Reply
  • 16
  • 0
  • 0
Tuning in
181 Views
Message 2 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

0 Kudos
Reply
  • 16
  • 0
  • 0
Tuning in
174 Views
Message 3 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

 

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

11390000008.540256 qam1
2147000000840256 qam2
3155000000840256 qam3
41630000007.640256 qam4
51710000007.640256 qam5
61790000007.540256 qam6
71870000007.440256 qam7
8195000000740256 qam8
92030000006.840256 qam9
102110000006.640256 qam10
112190000006.540256 qam11
122270000006.540256 qam12
132350000006.440256 qam13
14243000000640256 qam14
152510000006.340256 qam15
16259000000640256 qam16
172670000006.340256 qam17
182750000005.840256 qam18
192830000005.640256 qam19
202910000005.940256 qam20
212990000005.840256 qam21
22307000000640256 qam22
233150000005.440256 qam23
243230000005.840256 qam24



Downstream bonded channels

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

1Locked40.350
2Locked40.3170
3Locked40.9170
4Locked40.3130
5Locked40.3190
6Locked40.3180
7Locked40.940
8Locked40.340
9Locked40.340
10Locked40.960
11Locked40.360
12Locked40.340
13Locked40.950
14Locked40.900
15Locked40.330
16Locked40.900
17Locked40.350
18Locked40.350
19Locked40.950
20Locked40.350
21Locked40.300
22Locked40.360
23Locked40.300
24Locked40.300

 

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

1462000003.625512064 qam1
2326000003.55512064 qam3
3258000003.5512064 qam4
4394000003.6512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
  • 16
  • 0
  • 0
Tuning in
172 Views
Message 4 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Also this:

02/11/2020 12:35:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 12.3K
  • 952
  • 1.58K
Alessandro Volta
161 Views
Message 5 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
  • 16
  • 0
  • 0
Tuning in
155 Views
Message 6 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Yup - everything is reporting as "no problems"

and yup - I've already setup the BQM - waiting on the results coming through,.

0 Kudos
Reply
  • 4.48K
  • 759
  • 1.82K
Very Insightful Person
Very Insightful Person
139 Views
Message 7 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Post the entirety of the Network log.  A "one off" RCS event doesn't matter nor the odd T3, but if the log is full of RCS, TCS, T3 timeouts and Synch errors, then that's suggesting a bad problem.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

  • 16
  • 0
  • 0
Tuning in
136 Views
Message 8 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Ah ok - thanks.  Posted below:

Time Priority Description

02/11/2020 17:17:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:35:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 22:28:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 19:18:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 14:36:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 19:44:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 14:48:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 10:53:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 17:47:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 14:46:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 16:25:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 15:38:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 02:44:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 03:08:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 12:05:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 17:22:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 20:43:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 22:06:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 16
  • 0
  • 0
Tuning in
118 Views
Message 9 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

ravimeister_0-1604354849888.png

 

 

Current graph - and in the last 20mins the router died again.

 

0 Kudos
Reply
  • 12.3K
  • 952
  • 1.58K
Alessandro Volta
116 Views
Message 10 of 22
Flag for a moderator

Re: Superhub 3.0 turning itself off/rebooting

Post a Live Link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo