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MrUnlucky7
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Message 1 of 21
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Ethernet drops WI-FI stays on?

hi, this is my first post on the community(don,t know if i have chose the right board or not).to say im baffled by my problem is an understatement.nearly 3 weeks ago my line started dropping connection quite frequently.my ps4 lost connection pc lost connection sky+ and so on.it got to the point of calling virgin media reps for help. on the first call it was the usual tests from there end reset my modem which was SUPERHUB 2 and so ,on being told that it would now be fantastic within half an hour lost connection again on all devices(mobile phone was only thing connected to wi fi everthing else was ethernet.)on the 2nd call the rep couldnt find a fault on the line but booked an engineer for me.when he arrived again couldnt find any faults but swapped SUPERHUB 2 for another hub.again once he had gone connection lasted less than an half an hour before dropping again..by this point as you can imagine i was getting quite annoyed by this . phoned the rep again to be told this time a senior engineer would be taking a look at it , again he checked line there where no known faults or work to being done in area and hub checked out fine...on getting home from work that night ten minutes after being on ps4 that lost connection and pc lost connection etc.i had reached boiling point by now and on phoning the rep again i was all set to cancel my account/subscription with virgin media, but the nice lady i spoke to said that she would like me to try SUPERHUB 3 to see if that fixes the problem. i agreed to try it and after waiting nearly 12 hours+ for the activaction codes to work. here,s where im at now.I CONNECTED BRAND NEW ETHERNET CABLES (bought specially to rule out cable problems) to PS4 ,PC SKY+ AND TO POWERLINE adapters(have already tried testing connection with then unplugged and line still drops) at first everything looked good then surprise surprise line dropped again.THIS is where it gets really intresting at the time of line drop my mobile phone was the only connected to wi-fi and carried on working even everything via ETHERNET was,nt working.so from that point i connected my ps4 and pc and downstairs tv to wi-fi and have a sloid connection and not one drop or loss of connection? only my sky+ and the powerlines and my bedroom tv are currently connected via ethernet. and within ten mins line drops BUT everthing connected wi-fi stays on? on one last call to threps they are adament that there is no fault on the line or with the hub , it must be the leads! SORRY BUT THE CHANCES OF 3 BRAND NEW LEADS ALL FAILING must be a million 2 to 1 or more..i have owned many ethernet connected devices over the years and always asumed ethernet was just plug and play right? im i doing something wrong , is therer some setting on superhub 3 that i should be tweeking? how can wi-fi stay on over an ethernet connection that constanly drops?    SORRY about lenth of this post, ANYONE that can shed any light help or advice on this would be very aprreciated...only thing left that remains for me to do is a reset to factory defaults of the hub? failing that my have cancel and try my luck elsewhere....

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MrUnlucky7
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Message 12 of 21
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Re: Ethernet drops WI-FI stays on?

I Don,t wont to shout to loud but i may have fixed it!, yesterday i unplugged all the ethernet cables and put them back one device at a time and checked each device to see if it would stay online, it worked with my pc ps4 and powerline, i then decided to connect my android tv wirelessly (was ethernet last time) and not had a single drop of line since doing this.Is it possible my tv was causing the modem to dissconnect everthing else?. i will moniter and let you know.

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MrUnlucky7
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Message 2 of 21
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Re: Ethernet drops WI-FI stays on?

just a update to my problem(if anyones interested that is) not had one message or info from any moderators ,anyway done the factory reset of hub 3 and i.ve still got same issue wi-fi working seamlessly and ethernet lossing connection. i,m now at the point of cancelling my VM account and trying  elsewhere.so far this problem has cost me numerous time and money on phone to reps, two engineer call outs and two hubs replaced. VM dont seem to keen to or be able to solve my problems and had i have experianced some bad customer service from them...

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Superuser
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Message 3 of 21
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Re: Ethernet drops WI-FI stays on?

takes VM a few days to get to threads - your first post is a wall of text - sorry my eyes cannot work on that

but start with some simple facts and figures

are you testing wired or wireless - always test wired 

log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status - and post the downstream and upstream figures

cancelling can be expensive if you are in contract so work on getting the problem solved

 

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Tony
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MrUnlucky7
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Message 4 of 21
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Re: Ethernet drops WI-FI stays on?

cheers for reply and info,as i said in previous message ethernet doesn,t hold connection for long before it drops so im connected wirelessly at the moment...i can try ethernet for the figures i supose if it last that long, let me know what to do.

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Superuser
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Message 5 of 21
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Re: Ethernet drops WI-FI stays on?

just log into router and get the upstream and downstream levels - wired or wireless does not matter 

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Tony
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MrUnlucky7
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Message 6 of 21
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Re: Ethernet drops WI-FI stays on?

OK here they are then.

Downstream bonded channels Channel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID
1322750000738.6256 qam140
2298750000638.6256 qam137
33147500006.538.6256 qam139
43067500006.338.6256 qam138
52907500006.438.6256 qam136
62507500007.638.9256 qam115
72427500007.538.9256 qam114
82347500007.938.6256 qam113
92827500006.938.6256 qam135
10274750000

 

 

Upstream bonded channels Channel ID Frequency(Hz) Modulation Power(dBmV) Mode Channel Bandwidth(Hz) Symbol Rate (ksps)
146200000ATDMA3816 qam64000005120
332600000ATDMA3616 qam64000005120

 

 

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Superuser
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Message 7 of 21
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Re: Ethernet drops WI-FI stays on?

they are fine - so in simple terms - wifi is fine - you have a constant connection but anything connected by an ethernet cable can drop its connection to the internet - and to say it again when that happens you have an internet connection via wifi

post the log from the SH and if i have the above correct then try a full reset - be aware any settings will be lost 

for reference which SH do you have

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Tony
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MrUnlucky7
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Message 8 of 21
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Re: Ethernet drops WI-FI stays on?

here,s the network log.

Network Log Date And Time Error Number Event Description

2016-07-03 00:14:05.002417164308Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
1970-01-01 00:01:27.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:27.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-03 00:42:00.0069010200SW Download INIT - Via Config file
2016-07-03 00:48:32.0069011200SW download Successful - Via Config file
2016-07-07 20:20:47.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-09 03:50:49.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-09 03:50:49.0068010600DHCP Renew - lease parameters tftp file-Vaf7a6c3bcff8bf08.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-09 18:38:52.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MrUnlucky7
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Message 9 of 21
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Re: Ethernet drops WI-FI stays on?

meant to say a reset (small pin hole at back of superhub) yesterday and still got same issue.

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Superuser
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Message 10 of 21
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Re: Ethernet drops WI-FI stays on?

ok - let someone else comment on the log - not something i know much about 

confirm what i asked above - wifi is solid and does not lose the internet - problem is wired only

if thats the case you could try in modem mode for a while - only one device connected to the lan port nearest the coax in - see if the problem re-occurs - cannot see why it should not as you have had a few hubs - after that wait for VM to get here

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Tony
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