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KCole
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Super Hub 3 random resets/reboots and slow internet speed

Hey guys as the subject states i have been having two specific issues with my super hub 3 it will randomly reboot itself throughout the day/night at random times and tonight my download speed has plummeted. I'm only getting 1-2 mbps where i should be getting 200mbps. I have performed a full reset but to no avail that hasn't worked. Here are some of the Logs:

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

138750000
Locked

Ranged Upstream Channel (Hz)

46200000
Locked

Provisioning State

Online
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1138750000-7.431256 qam1
2146750000-835256 qam2
3154750000-736256 qam3
4162750000-6.733256 qam4
5170750000-6.432256 qam5
6178750000-6.535256 qam6
7186750000-634256 qam7
8194750000-5.735256 qam8
9202750000-5.437256 qam9
10210750000-5.938256 qam10
11218750000-6.236256 qam11
12226750000-6.234256 qam12
13234750000-6.238256 qam13
14242750000-6.238256 qam14
15250750000-6.238256 qam15
16258750000-6.538256 qam16
17266750000-6.538256 qam17
18274750000-6.438256 qam18
19282750000-6.538256 qam19
20290750000-638256 qam20
21298750000-5.738256 qam21
22306750000-5.738256 qam22
23314750000-638256 qam23
24322750000-5.738256 qam24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked31.9213309791587008
2Locked35.79063871204
3Locked36.32196647122
4Locked33.42012663989775
5Locked32.7184243863403986
6Locked35.5967733492385
7Locked34.355747594429823
8Locked35.773905071080041
9Locked37.69589050
10Locked38.633846
11Locked36.68035
12Locked34.3143441
13Locked38.64534
14Locked38.66934
15Locked38.95431
16Locked38.63233
17Locked38.97645
18Locked38.93942
19Locked38.95031
20Locked38.95015
21Locked38.95411
22Locked38.62025
23Locked38.690
24Locked38.920
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KCole
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Re: Super Hub 3 random resets/reboots and slow internet speed

Upstream bonded channels

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

1462000005.1512064 qam7
2602999915.1512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

Primary Downstream Service Flow

SFID891954
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID891953
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

01/09/2020 20:56:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:56:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:53:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:44:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:39:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:38:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:38:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:38:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:38:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:37:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:36:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:36:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:36:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 20:35:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Re: Super Hub 3 random resets/reboots and slow internet speed

Your Downstream Power Levels are a mess and you need an engineer visit to make them good.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
KCole
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Re: Super Hub 3 random resets/reboots and slow internet speed

Thank you so much for the clarification will try to get through in the morning if no avail will wait for someone to pick up the thread. 

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Steven_L
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Re: Super Hub 3 random resets/reboots and slow internet speed

Hey KCole,

 

Sorry to hear of the issues that you've been having with your connection.

 

I have been able to look into your account and can see that a technician visit was booked for you yesterday and the ticket has now been closed down on our system

 

Have your connection issues now been resolved KCole?

 

Regards

Steven_L

 

 

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