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feroze
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Message 1 of 11
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Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

My Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works.

Its been happening for over a week now.

Called support a few times, but all they say is reboot the router.

Anyone else having the same issues.

Modem Initialisation
Stage Status
Downstream Acquisition Locked
Primary Frequency 203000000 Hz
DHCP Done
TFTP Done
Time Of Day 17:30:47 GMT
Security BPI+
Counters T1,T2,T3,T4,Sync,Resets 000,000,001,000,000,000
Internet Connection
IP Address Status
WAN IP Address 77.100.********
Lease Time Remaining 5 days 14h:20m:16s
Expiry Fri 20 Jan 07:51
Current Network Time Sat 14 Jan 17:30 GMT
Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 1 203000000 Hz 256 QAM -4.1 dBmV 35.8 dB 322 294
Locked 2 211000000 Hz 256 QAM -3.9 dBmV 36.2 dB 305 287
Locked 3 219000000 Hz 256 QAM -4.4 dBmV 36.0 dB 275 274
Locked 4 227000000 Hz 256 QAM -4.4 dBmV 36.2 dB 315 310
Locked 5 235000000 Hz 256 QAM -4.5 dBmV 35.8 dB 298 280
Locked 6 243000000 Hz 256 QAM -4.6 dBmV 36.4 dB 295 289
Locked 7 251000000 Hz 256 QAM -4.0 dBmV 36.2 dB 287 287
Locked 8 259000000 Hz 256 QAM -3.9 dBmV 36.6 dB 291 291
To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 28 25800000 Hz ATDMA 54.0 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 26 39400000 Hz ATDMA 54.0 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec

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Superuser
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Message 2 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

Your upstream power levels are too high and needs to be adjusted by a VM tech.

It might be worth checking the coax cable from the hub to the cable entry point for obvious signs of damage and all connectors are hand tight.

If you have an attenuator screwed on the end of the coax connecting to the hub it might be worth removing it as your downstream power is a tad low but with in VM specs.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call  if you fancy braving the offshore call center again. for a quicker response.

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feroze
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Message 3 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

Thanks for the reply.

The cable is in good condition and I don't have a attenuator attached.

Can the power levels only be adjusted by VM engineer ? , Is it something that can be software tweaked ?

Also would this cause the internet connection to drop and only start working again after reboot ?

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majicm
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Message 4 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

Are you on v2.01.11 of the SH2AC firmware?  There's a load of us with this same issue and we've all had the router firmware upgrade.

Some upgrade.

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feroze
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

yes i am 

Boot Code Version

PSPU-Boot 1.0.20.1391
Software VersionV2.01.11
Hardware Version1.03
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Superuser
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Message 6 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

Yes, the power levels are a hardware issue and needs physical intervention.

The suggestion that it is Firmware related is just nonsense.

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chelsbun
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Message 7 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

No it's not. I had my power levels corrected. It still dropped on BBC, for example. A 2ac swap with v1 firmware worked fine. The new 2ac just upgraded to v 2.01.11 again, and guess what? Internet drops on the exact same sites. This software is NOT FIT FOR PURPOSE. I suggest it is pulled immediately, and customers with affected hardware shipped a SH3 which uses a different firmware chain. Or a 2ac with a guarantee that the v2 software has been pulled from the upgrade ring.
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Glitch33
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Message 8 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

I have had similar problems since last Thursday. I am on 2.01.11 Don't know when it was upgraded.

Worked out using wired PC eventually causes problems where all internet is lost. My router says there is a DCHP problem.

Wireless devices work OK, plus I think a PS4 on a powerline connection if I don't use the wired PC.

A reboot of the SH2ac (modem mode) clears the problem. 

Can't see how the modem or further upstream knows or bothers about whether a connection is wired or not. Does it?

Backed out the PC's last windows update from Wednesday night and it made no difference.

4 calls to VM Support, just rebooting without knowing root cause eventually leads to engineer coming in a weeks time. Smiley Frustrated

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chelsbun
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Message 9 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

We have a SH3 on the way.
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feroze
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Message 10 of 11
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Re: Internet connection keeps dropping and only a hard reboot of the superhub 2ac router works

I think i need to get a SH3 as well, if the service does not improve.

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