Menu
Reply
  • 60
  • 1
  • 2
kirbyan
On our wavelength
595 Views
Message 1 of 28
Flag for a moderator

Superhub reboots itself repeatedly after about 9.30pm

So this has been happening over the past four days. Every evening at around 9.30pm +/- 15 mins we notice that the internet stops working, then the VM12345678 wifi disappears and from the lights on the Hub 3 it appears to be going through the rebooting sequence. This takes a while. Maybe 5 minutes later it's all working again and the logs on the admin screens show nothing unusual. It then lasts about 5-10 minutes and does it again.... and again.... 

The first time it happened we turned off the power for 30 minutes and tried again. It seemed okay but did it again he following night. If you give up (I am writing this using a tethered iPhone) and leave it to its own devices, by morning it is usually fine. 

Have checked power levels etc and they look okay. It happens on wired and wireless connections. It's not a power issue as it is powered from APC SmartUPS which doesn't report any issues with mains power.  

Any help appreciated. 

0 Kudos
Reply
  • 9.41K
  • 978
  • 1.48K
jbrennand
Alessandro Volta
579 Views
Message 2 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

First job, set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 60
  • 1
  • 2
kirbyan
On our wavelength
569 Views
Message 3 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

So doing a bit of reading, I notice that firmware version "610" which I have has a problem where the upstream power is displayed as 10x lower than it really is. Therefore at 5.1 it would really be 51 which is a bit close to 54 where I understand the modem resets itself to try and renegotiate a better connection.

I think it's likely that recent warm temperatures are affecting the cables and connections, and it's pushing the number up to where it resets...

So it's probably in need of an "adjustment" to bring the upstream power down.

0 Kudos
Reply
  • 11.8K
  • 1.08K
  • 2.56K
griffin
Alessandro Volta
563 Views
Message 4 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

An actual upstream power level of 5.1 you would not get a connection at all, the Hub starts power ramping at about 23 dBmV IIRC.
The heat will increase attenuation in the coax so you are correct to expect upstream power levels to rise.

I would post the power levels and network logs in full to get the full picture.

BTW 51dBmV is half the power of 54dBmV

0 Kudos
Reply
  • 60
  • 1
  • 2
kirbyan
On our wavelength
506 Views
Message 5 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

It was stable for a few days, but at the usual time tonight, around 9:30 it started the reboots again. 

Here is the stats & log from when it was playing up...

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

435000000

2.2

37

256 qam

4

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

0

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46199981

4.875

5120

16 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46199981

4.875

5120

16 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

29/07/2019 20:15:28

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2019 02:55:23

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2019 02:55:23

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/07/2019 08:47:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 12:44:25

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 12:44:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 12:44:27

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 12:44:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:47

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:48

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:49

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:49

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:50

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:50

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:51

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:52

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2019 13:06:53

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 19.32K
  • 1.68K
  • 4.23K
Very Insightful Person
Very Insightful Person
502 Views
Message 6 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

having on 1 downstream is a major issue, this would require further investigations by the forum staff that will be done in a day or so

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

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

0 Kudos
Reply
  • 60
  • 1
  • 2
kirbyan
On our wavelength
488 Views
Message 7 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

I was advised to take the logs when it restarts. It usually only shows one channel when it restarts and then goes to multiple channels a few minutes later. That’s when it usually cycles and restarts again. The power levels are similar across all channels so although it’s a single channel it is representative of what I see. 

I do see a heck of a lot of messages in the error log relating to “ranging” and from what I understand this is related to the two ends negotiating signal levels. If it gets too high/low and the other end won’t rescale then it restarts in an attempt to reconnect at a better level. That seems to not be working? 

0 Kudos
Reply
  • 9.41K
  • 978
  • 1.48K
jbrennand
Alessandro Volta
477 Views
Message 8 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

Post up the FULL sets of data from the Downstream & Upstream pages

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 60
  • 1
  • 2
kirbyan
On our wavelength
475 Views
Message 9 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

*sigh* 

thats quite hard because as soon as it goes multichannel it reboots so it’s almost impossible to see what the multichannel stats are when it is misbehaving. 

0 Kudos
Reply
  • 9.41K
  • 978
  • 1.48K
jbrennand
Alessandro Volta
466 Views
Message 10 of 28
Flag for a moderator

Re: Superhub reboots itself repeatedly after about 9.30pm

Try a reset - done this way - to see if it clears it.
With the Hub "on" push in the pin on the back/side/bottom of the Hub with the end of a paperclip until you feel it at the “stop point” and hold for a "timed" 60 seconds do NOT restart the Hub after that. Your passwords/passphrase for both the Hub settings and Wifi networks should revert to the two printed on the Hub sticker on its base/side/card.
See if you can then access the stats.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply