Virgin Hub 3 Rebooting

[FacetiousPizza]

Hi all,

We've recently moved home, and have had VM broadband for 3 weeks now. We've started to experience a recurring issue where the router seems to reboot occasionally - nothing we can replicate to see what is causing it but it is making it difficult to work from home when it takes 5 minutes to reboot.

I can see from other posts that the network log is often needed for diagnosis;

Network Log

Time Priority Description

15/02/2024 23:44:37	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2024 23:31:46	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2024 23:30:54	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2024 22:16:49	critical	TLV-11 - Failed to set duplicate elements;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 02:30:50	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
08/02/2024 15:58:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 08:03:42	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 15:58:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 18:08:19	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 22:07:36	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 03:58:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 08:41:10	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 14:40:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 14:12:4	notice	SW download Successful - Via NMS
25/01/2024 14:10:3	notice	SW Download INIT - Via NMS
25/01/2024 14:06:48	critical	TLV-11 - Illegal Set operation failed;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
10/01/2024 19:12:35	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
10/01/2024 19:05:34	critical	TLV-11 - Failed to set duplicate elements;CM-MAC=XXX;CMTS-MAC=XXX:e9:81;CM-QOS=1.1;CM-VER=3.0;
10/01/2024 19:02:45	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=XXX MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

The most recent reboot was around 30 minutes ago, which ties to one of those logs labelled 'critical', however we experienced another reboot earlier in the day that has no log against it...

Hoping someone knowledgable in this community or one of the forum team may be able to help - the agents on the phone seem to be nice, but limited in what they can actually do to help!

[Client62]

Looking at the Hub 3 Downstream and Upstream tabs, do the connection stats look to be in order ?

[Tudor]

In that log there is only one reboot, the date of 01/01/70 is when it reboots. Probably the others are just the hub loosing connection to the VM CMTS. Please post a full set of stats.