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BCEly
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VM Hub 3 keeps rebooting several times a day

Hi folks,

Could a moderator or fellow user give me some advice please?

For about the last 2 weeks my Hub3 keeps rebooting/disconnecting several times a day.

The VM Status page show no area issues (Area 07).

I run my VM Router in "Modem Mode" as I prefer to use my own router.

I just haven't got the strength to talk to the 'help' desk as they just aren't geared up to help on the more technical issues. They will do a test and say everything is OK

I had the exact same fault in both Spring 2020 and Sept 2020 when the hub was replaced for the 2nd time that year.

Logs to follow - Can anyone see a likely fault?

Any help or advice appreciated

Brian.

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BCEly
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Re: VM Hub 3 keeps rebooting several times a day

Downstream bonded channels

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

12030000001.540256 qam9
2139000000-0.240256 qam1
3147000000040256 qam2
4155000000-0.238256 qam3
5163000000039256 qam4
61710000000.438256 qam5
71790000000.540256 qam6
81870000001.240256 qam7
91950000001.740256 qam8
102110000001.940256 qam10
11219000000240256 qam11
12227000000240256 qam12
132350000002.240256 qam13
142430000002.240256 qam14
152510000001.740256 qam15
162590000001.740256 qam16
17267000000240256 qam17
182750000001.738256 qam18
192830000001.540256 qam19
202910000001.740256 qam20
212990000001.738256 qam21
223070000001.740256 qam22
23315000000240256 qam23
243230000001.740256 qam24
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BCEly
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Message 3 of 13
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Re: VM Hub 3 keeps rebooting several times a day

Downstream bonded channels

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

1Locked40.379622234
2Locked40.31531913459565
3Locked40.3202698169878
4Locked38.9662409279509
5Locked39.31681523521936
6Locked38.96335482720
7Locked40.31449249354428
8Locked40.346194679380
9Locked40.3106972749
10Locked40.363011872
11Locked40.363662087
12Locked40.371531866
13Locked40.375461416
14Locked40.971712442
15Locked40.366942034
16Locked40.974341765
17Locked40.394261922
18Locked38.970711771
19Locked40.35286755
20Locked40.341481903
21Locked38.947721774
22Locked40.33181562
23Locked40.324541724
24Locked40.324981129
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BCEly
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Re: VM Hub 3 keeps rebooting several times a day

Upstream bonded channels

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

15370000049.5512064 qam2
26030000050512064 qam1
34620000048.5512064 qam3
43940000048512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA00100
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BCEly
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Message 5 of 13
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Re: VM Hub 3 keeps rebooting several times a day

Network Log

Time

Priority

Description

06/06/2021 07:57:41

notice

LAN login Success;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 20:51:48

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 20:49:24

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 19:58:6

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 19:58:4

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 18:44:25

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 18:38:40

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 18:21:49

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 18:20:53

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 18:19:45

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 18:14:16

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 11:55:48

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 11:40:14

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 11:19:31

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 11:17:2

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 10:28:57

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2021 10:22:58

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2021 22:36:37

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2021 21:27:15

critical

No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2021 20:30:4

Warning!

RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

 

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Adduxi
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Message 6 of 13
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Re: VM Hub 3 keeps rebooting several times a day

US power levels near top of range and noise on your circuit (PostRS errors). You will need an engineer to sort this out. 
Setup a BQM here to monitor your circuit. www.thinkbroadband.com/ping 

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

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BCEly
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Message 7 of 13
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Re: VM Hub 3 keeps rebooting several times a day

Thanks Adduxi

I already do have the monitoring set up at ThinkBroadband which is partly how I'm away of the outages but I also have my own Powershell script which drags the stats off of the router and alerts me to any outbound outage.

I'll book an engineer.

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BCEly
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Message 8 of 13
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Re: VM Hub 3 keeps rebooting several times a day

Unfortunately, VM Support are about a useful as a Chocolate Teapot!!

'Martin' the engineer from the Indian call centre was trying to convince me that these errors are related to the WiFi and not the Coax/Docsys connection to my VMHub3.

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

0

40

256 qam

1

2

147000000

0.5

40

256 qam

2

3

155000000

0.2

38

256 qam

3

4

163000000

0.2

40

256 qam

4

5

171000000

0.7

38

256 qam

5

6

179000000

1

38

256 qam

6

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

516637

138864

2

Locked

40.3

237625

234655

3

Locked

38.9

303564

196152

4

Locked

40.3

615745

138062

5

Locked

38.6

173500

114226

6

Locked

38.9

324183

907

 

He was unable to grasp the notion that when in 'Modem Mode', the WiFi is disabled.  He said there was absolutely, categorically NO fault on my Hub. He refused to help me book an engineer to look into the noise and lack of power on channels 1 thru 6.

VM need to employ better technical staff and stop having call centre staff that just work from a script.

Shame on you VM.

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John_GS
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Message 9 of 13
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Re: VM Hub 3 keeps rebooting several times a day

Hi BCEly

 

Thanks for posting. Apologies for the broadband issues, though I can see we have booked in a technician. 

 

You can track this here

 

Let us know how the visit goes

 

Best,

John_GS
Forum Team


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BCEly
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Message 10 of 13
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Re: VM Hub 3 keeps rebooting several times a day

Hi John_GS

The hoops I have had to jump thru are outrageous. Getting anyone at VM to engage in the issue has been a massive struggle and as a customer of 20 years, I think VMs customer service is extremely poor.

I would take my business else where if there was viable competition in my area. 

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