on 16-03-2023 06:08
Hi,
We have a Superhub 4 and regularly throughout the day I see the white light start to flash like it's rebooting, however when doing so our internet does seem to stay up. I have an external Wifi router attached to the Superhub serving the house, so maybe it's just the Wifi functions rebooting which we're not using so don't lose connection?
However, there have been some periods where the connection around the house does drop and we go offline for a minute or two, so I think some reboots are more severe than others.
Is there anything I can check in the router logs to identify an issue or can someone from Virgin diagnose remotely?
Thanks
on 16-03-2023 07:46
Please post some stats.
How to get stats from a VM hub (no need to logon to the hub)
Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
on 16-03-2023 08:00
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
8 | 195000000 | 3.200001 | 38.983261 | QAM256 | 8 |
1 | 139000000 | 4.699997 | 38.983261 | QAM256 | 1 |
2 | 147000000 | 4.599998 | 38.983261 | QAM256 | 2 |
3 | 155000000 | 4.400002 | 38.983261 | QAM256 | 3 |
4 | 163000000 | 4.099998 | 38.605377 | QAM256 | 4 |
5 | 171000000 | 3.799999 | 38.983261 | QAM256 | 5 |
6 | 179000000 | 3.599998 | 38.605377 | QAM256 | 6 |
7 | 187000000 | 3.400002 | 38.983261 | QAM256 | 7 |
9 | 203000000 | 3.299999 | 38.983261 | QAM256 | 9 |
10 | 211000000 | 3.299999 | 38.605377 | QAM256 | 10 |
11 | 219000000 | 3.000000 | 38.983261 | QAM256 | 11 |
12 | 227000000 | 2.799999 | 38.983261 | QAM256 | 12 |
13 | 235000000 | 2.599998 | 38.983261 | QAM256 | 13 |
14 | 243000000 | 2.500000 | 38.983261 | QAM256 | 14 |
15 | 251000000 | 2.500000 | 38.605377 | QAM256 | 15 |
16 | 259000000 | 2.599998 | 38.983261 | QAM256 | 16 |
17 | 267000000 | 2.900002 | 38.983261 | QAM256 | 17 |
18 | 275000000 | 3.599998 | 38.983261 | QAM256 | 18 |
19 | 283000000 | 3.799999 | 38.983261 | QAM256 | 19 |
20 | 291000000 | 4.000000 | 38.605377 | QAM256 | 20 |
21 | 299000000 | 3.700001 | 38.605377 | QAM256 | 21 |
22 | 307000000 | 3.099998 | 38.983261 | QAM256 | 22 |
23 | 315000000 | 2.900002 | 38.605377 | QAM256 | 23 |
24 | 323000000 | 2.900002 | 38.605377 | QAM256 | 24 |
25 | 331000000 | 3.400002 | 38.605377 | QAM256 | 25 |
26 | 339000000 | 4.099998 | 38.983261 | QAM256 | 26 |
27 | 347000000 | 4.500000 | 38.983261 | QAM256 | 27 |
28 | 355000000 | 4.599998 | 38.983261 | QAM256 | 28 |
29 | 363000000 | 5.000000 | 38.983261 | QAM256 | 29 |
30 | 371000000 | 5.000000 | 38.605377 | QAM256 | 30 |
31 | 379000000 | 4.800003 | 38.605377 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
8 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.605377 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 38.605377 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.605377 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 38.605377 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
25 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.605377 | 0 | 0 |
31 | Locked | 38.605377 | 0 | 0 |
159 | 192 | 4K | 3736 | QAM4096 | 759 |
159 | Locked | 39 | 4.9 | 4035655966 | 16 |
on 16-03-2023 08:01
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 30100000 | 45.270599 | 5120 KSym/sec | 64QAM | 12 |
2 | 23600000 | 44.770599 | 5120 KSym/sec | 64QAM | 13 |
3 | 36600000 | 45.770599 | 5120 KSym/sec | 64QAM | 11 |
4 | 43100000 | 46.270599 | 5120 KSym/sec | 64QAM | 10 |
5 | 49600000 | 46.770599 | 5120 KSym/sec | 64QAM | 9 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
5 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
14 | 10.0 | 41.2 | 2K | QAM8 |
14 | OFDMA | 200 | 53.9 | 2 | 0 |
on 16-03-2023 08:01
Time Priority Description
Thu Mar 16 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Mar 16 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Mar 16 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Mar 16 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Mar 15 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Mar 15 | 3 | 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=3.1; |
Tue Mar 14 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Mar 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Mar 13 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Mar 12 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Mar 11 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 17-03-2023 13:06
I logged into the hub to check the network info there and it thankfully had timestamps.
The temporary outages coincide with the event "US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;"
on 19-03-2023 13:36
Hi @roakes,
Thank you for your posts and welcome back to our community forums. We're here to help.
I'm very sorry to hear that you're experiencing some intermittent connection loss recently. I've checked over things on our systems and I'm unable to detect any faults currently. How are things for you today? Any better?
Thanks,
on 19-03-2023 14:12
Still got issues I'm afraid, I set up a BQM:
However, I also used the online service check tool which did detect an issue and I now have an engineer scheduled for Wednesday morning.
on 21-03-2023 14:17
Hi @roakes
Thanks for coming back to the thread.
I am sorry it's not sorted but glad you have an engineer visit. Please let us know how the visit goes.
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