Virgin Media Hub3 replaced 3 times and still randomly reboots.

yannakis · 30-11-2017 12:59PM #1

So our first Hub3 was rebooting at random times, thought it's an issue with the hub so we got it replaced. Same story all over, but we were moving house so we thought let's try getting used to it and wait. Same issue in the new house, got the 3rd replacement but the issue persisted.

Thought I might be overloading the poor Hub with all the downloads and Plex and TVs, and tablets, and smart things, so got a TP Link C9 and use the Hub only as a modem. Issue still persists; the hub still reboots with no particular pattern or whatsoever.

Virgin media "techies" only suggest we replace it a 4th time now, but I already know what's the outcome.

Any ideas how to investigate this deeper? I'm suspecting it might not be the hub, but one of my devices. Is that even possible?

ED E · 30-11-2017 01:28PM

Look at the logs section. You'll see T3 Timeouts I suspect. The hubs behavior is to drop the link, reboot completely, then bring it up again.

Given up trying to have them solve it. First tech spotted quirks on his meter, 2nd and 3rd just look at the basic levels and can go no further.

yannakis · 30-11-2017 02:10PM

How do you get this graph? Also, what are T3 timeouts? Is there a setting to change in the Hub so it has a wider tolerance or something?

I'll have to pull a cable to the Hub directly to check the logs section I guess, will do that one of these days.

ED E · 30-11-2017 02:22PM

Can be done over wifi, just login with the admin password.

T3s are the result of quality issues on the cable you and your neighbours share.

yannakis · 30-11-2017 03:45PM

I'm over wifi to the TP Link, and have the Hub's wifi turned off.

ED E · 30-11-2017 03:55PM

Still fine, just access it at 192.168.0.1 or 100.1 if bridged.

yannakis · 30-11-2017 04:19PM

Ah 100, ok got it now.

Not so many T3s, but the same MAC address seems to be busting balls and I can't understand what they mean

yannakis · 30-11-2017 04:21PM

Actually, only one device is connected to the Hub (the TP Link), so I guess that's why I only see one mac?

ED E · 30-11-2017 06:50PM

The MACs are your hub and the virgin CMTS in a street cabinet near by.

Similar enough to me. Virgin are great for simple problems, but getting "niggling" issues like this sorted is pretty impossible.

yannakis · 01-12-2017 10:23AM

Could you possibly explain what are the Map Request Retry, TLV-11, and MIMO Event? Would these build up towards the T3 timeout or are they unrelated?

By the way, this is running since your post yesterday:

969d3b504556bf7a2f207b3a67309be85b404eb0-01-12-2017.png

ED E · 01-12-2017 05:20PM

^Your monitor has stopped because your IP changed I would guess. Look into a dynamic DNS client (like No-IP) to get around that.

Could you possibly explain what are the Map Request Retry, TLV-11, and MIMO Event? Would these build up towards the T3 timeout or are they unrelated?

Not really, i'm good with xDSL but pretty poor with DOCSIS(what virgin use).

If you go into the diagnostics theres an error counter. Pre RS errors are fine, expected. Post RS errors are a sign of trouble. I suspect you'll intermittently see them.

yannakis · 04-12-2017 09:54AM

I generated the screenshot from thinkbroadband's website and it seems to have been refreshing up until the end of the day

We got a new router from Virgin around 13:00, because they wouldn't come out to investigate anything before that. Bullsh*t, but I thought let's play their game.

ED E wrote: »

If you go into the diagnostics theres an error counter. Pre RS errors are fine, expected. Post RS errors are a sign of trouble. I suspect you'll intermittently see them.

Thank you, I'll review tonight.

yannakis · 07-12-2017 09:40AM

Now this is an interesting twist:

Edit: trim IP out of the screenshot

ED E · 07-12-2017 02:45PM

Now that is interesting. Somebody published a new BGP config at midnight.

yannakis · 07-12-2017 02:56PM

And just like that, latency was "globally" affected?

ED E · 07-12-2017 03:53PM

Well, it would just need to impact the route from TB to Virgin.

6 Dec 2017, 07:00	16.3 ms	1	1	16.3 ms	16.3 ms
6 Dec 2017, 08:00	16.9 ms	1	1	16.9 ms	16.9 ms
6 Dec 2017, 09:00	15.6 ms	1	1	15.6 ms	15.6 ms
6 Dec 2017, 10:00	15.4 ms	1	1	15.4 ms	15.4 ms
6 Dec 2017, 11:00	15.5 ms	1	1	15.5 ms	15.5 ms
6 Dec 2017, 12:00	17.8 ms	1	1	17.8 ms	17.8 ms
6 Dec 2017, 13:00	15.6 ms	1	1	15.6 ms	15.6 ms
6 Dec 2017, 14:00	16.0 ms	1	1	16.0 ms	16.0 ms
6 Dec 2017, 15:00	16.2 ms	1	1	16.2 ms	16.2 ms
6 Dec 2017, 16:00	17.2 ms	1	1	17.2 ms	17.2 ms
6 Dec 2017, 17:00	17.5 ms	1	1	17.5 ms	17.5 ms
6 Dec 2017, 18:00	17.3 ms	1	1	17.3 ms	17.3 ms
6 Dec 2017, 19:00	18.3 ms	1	1	18.3 ms	18.3 ms
6 Dec 2017, 20:00	16.1 ms	1	1	16.1 ms	16.1 ms
6 Dec 2017, 21:00	16.4 ms	1	1	16.4 ms	16.4 ms
6 Dec 2017, 22:00	16.7 ms	1	1	16.7 ms	16.7 ms
6 Dec 2017, 23:00	15.4 ms	1	1	15.4 ms	15.4 ms
7 Dec 2017, 00:00	15.2 ms	1	1	15.2 ms	15.2 ms
7 Dec 2017, 01:00	15.7 ms	1	1	15.7 ms	15.7 ms
7 Dec 2017, 02:00	16.5 ms	1	1	16.5 ms	16.5 ms
7 Dec 2017, 03:00	18.6 ms	1	1	18.6 ms	18.6 ms
7 Dec 2017, 04:00	15.5 ms	1	1	15.5 ms	15.5 ms
7 Dec 2017, 05:00	15.9 ms	1	1	15.9 ms	15.9 ms
7 Dec 2017, 06:00	15.1 ms	1	1	15.1 ms	15.1 ms
7 Dec 2017, 07:00	16.0 ms	1	1	16.0 ms	16.0 ms
7 Dec 2017, 08:00	16.6 ms	1	1	16.6 ms	16.6 ms
7 Dec 2017, 09:00	16.8 ms	1	1	16.8 ms	16.8 ms
7 Dec 2017, 10:00	15.7 ms	1	1	15.7 ms	15.7 ms
7 Dec 2017, 11:00	16.6 ms	1	1	16.6 ms	16.6 ms
7 Dec 2017, 12:00	16.8 ms	1	1	16.8 ms	16.8 ms

Thats to Samknows and has remained consistent.

yannakis · 08-12-2017 12:30AM

Seems to have been restored:

ED E · 08-12-2017 01:46AM

+1

ED E · 10-12-2017 01:53AM

Its done it a few times now. Also seeing a few slow page load times (backed up by SK) and latency for CS:GO is pretty poor (high 60s).

yannakis · 11-12-2017 01:09PM

Was away for the weekend, and speeds are dreadful today..!

Virgin Media Hub3 replaced 3 times and still randomly reboots.

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