Menu
Reply
  • 8
  • 0
  • 0
Elm1972
Joining in
284 Views
Message 1 of 11
Flag for a moderator

Keep losing connection - Superhub 3

Hi there, as part of an incentive to keep me with Virgin after phoning up to cancel my services, I was sent a new Superhub 3 recently.  

This worked fine for about  the first 2 weeks.  

Ever since then, and especially in the last 2 weeks, I keep losing internet connection on my laptop, my son loses his connection or its painfully slow whilst gaming and my girls lose connection on their iphones.  

Sometimes this happens and the lights are stable on the hub yet my internet connection drops out every few minutes.  Other times the hub lights turn green and flash arrows etc - this happens about 2 or 3 times a day.

Don't understand how the service/hub was perfect prior to me signing a new contract, but ever since has been as bad, if not worse than the problems that made me want to cancel in the first place.

I'm not tech savvy at all but would be grateful for any advice.

Many thanks

0 Kudos
Reply
  • 1.25K
  • 64
  • 221
Adduxi
Knows their stuff
270 Views
Message 2 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

Please post your power levels, Downstream and Upstream.

Also consider setting up a TBB monitor, www.thinkbroadband.com/ping 

This will help in diagnosing problems. 

0 Kudos
Reply
  • 8
  • 0
  • 0
Elm1972
Joining in
265 Views
Message 3 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

 
 
Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1323000000-637.6256 qam16
2315000000-6.537.3256 qam15
3307000000-5.937.3256 qam14
4299000000-5.937.6256 qam13
5291000000-5.537.6256 qam12
6283000000-5.537.6256 qam11
7275000000-5.437.6256 qam10
8267000000-5.237.6256 qam9
9259000000-4.937.6256 qam8
10251000000-5.237.3256 qam7
11243000000-4.937.6256 qam6
12235000000-537.6256 qam5
13227000000-4.525.1256 qam4
14219000000-3.731.9256 qam3
15211000000-3.737.6256 qam2
16203000000-3.737.3256 qam1


 
Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
2639400000ATDMA48.564 qam64000005120
2546200000ATDMA48.564 qam64000005120

 

Thanks for your reply.  Hope this is the info you're after?

0 Kudos
Reply
  • 1.25K
  • 64
  • 221
Adduxi
Knows their stuff
230 Views
Message 4 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

Some of the DS channels are low IMHO. The range is -6 to +10. The US, from memory, looks okay.

I don't think VM will send an engineer out for those levels, but I personally would not be happy with them.

You could try checking the cable connectors etc. to see if that helps the power levels, also check there are no FPA's left on from previous installs.?

The TBB monitor will show any problems about over subscription, so it's worthwhile doing that.

As for wireless, it's a minefield. If you do a survey of your environment using something like InSSIDer, it will show the best channels for your wireless.

Personally I hard wire everything I can, and only use wireless for "non important" stuff like phones. Smiley Happy

Good Luck ! 

0 Kudos
Reply
  • 8
  • 0
  • 0
Elm1972
Joining in
224 Views
Message 5 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

Thanks again. Just so frustrating when you have perfect service and connection for a few weeks then suddenly it all goes pete tong for no obvious reason!
0 Kudos
Reply
  • 8
  • 0
  • 0
Elm1972
Joining in
219 Views
Message 6 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

Network Log Date And Time Error Number Event Description
2016-12-19 13:28:52.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 13:31:28.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 13:40:47.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 13:46:07.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:39:07.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:42:35.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:50:36.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:51:57.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:52:39.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:54:03.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:55:32.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:57:08.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:57:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:59:21.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:59:21.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 14:59:45.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 15:02:15.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:38.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 15:08:02.0082000500Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-19 15:10:33.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Just thought I'd post this to see if it sheds any more light.

0 Kudos
Reply
  • 3.88K
  • 120
  • 203
Forum Team (Retired) Adam_L
Forum Team (Retired)
172 Views
Message 7 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

Hi Elm1972, 

 

Thanks for the post! I am sorry to hear about your connection dropping! I apologise for any inconvenience caused.

I have tested the connection from here and I can see a number of time outs inside the Hubs logs. An engineer will be required to attend in order to resolve this for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out


  • 8
  • 0
  • 0
Elm1972
Joining in
148 Views
Message 8 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

Engineer came last week to fix things but I've been having same issues ever since..constant drop outs..slow etc?? What happens now? Please advise. Many thanks
0 Kudos
Reply
  • 8
  • 0
  • 0
Elm1972
Joining in
123 Views
Message 9 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

The Hub problems are constant now and for some reason I'm not getting any response from anyone on here Smiley Sad

Since the engineer came a few days ago the hubs performance is worse than ever.  There must be something wrong with it or the cables as this has been going on for months and months and even getting the new hub has made no difference.

Current stats:-

 
Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1315000000-5.237.6256 qam15
2323000000-5.237.6256 qam16
3307000000-5.238.6256 qam14
4299000000-4.737.6256 qam13
5291000000-4.537.6256 qam12
6283000000-4.937.3256 qam11
7275000000-4.438.6256 qam10
8267000000-4.538.6256 qam9
9259000000-3.438.6256 qam8
10251000000-4.537.6256 qam7
11243000000-3.438.6256 qam6
12235000000-4.237.3256 qam5
13227000000-330.8256 qam4
14219000000-2.730.3256 qam3
15211000000-2.238.6256 qam2
16203000000-2.937.3256 qam1

 

 
 
Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
2639400000ATDMA4816 qam64000005120
2546200000ATDMA4816 qam64000005120
 

 

Network Log

Date And Time Error Number Event Description
1970-01-01 00:03:19.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:04:39.0068000100DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:05:18.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:57:11.0073027100T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:57:11.0073000200REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:57:41.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:58:58.0068000200DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:59:28.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:59:28.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 23:01:18.0068000100DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 23:01:50.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 23:01:50.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 23:08:30.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:06.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:38.0068000100DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:48.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:16.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 23:17:38.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-27 00:19:35.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-27 00:26:19.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

According to some of the above network log its 01/01/1970!!

Please advise as the internet is unusable most of the time yet I still have to pay for it and nothing ever gets resolved.

Many thanks for any help you can give,

Elena

 

 

0 Kudos
Reply
  • 8
  • 0
  • 0
Elm1972
Joining in
90 Views
Message 10 of 11
Flag for a moderator

Re: Keep losing connection - Superhub 3

 
Every day the same issues:- 
 
Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1315000000-5.937.6256 qam15
2323000000-5.737.6256 qam16
3307000000-5.737.6256 qam14
4299000000-5.537.6256 qam13
5291000000-5.237.3256 qam12
6283000000-5.237.6256 qam11
7275000000-537.6256 qam10
8267000000-537.6256 qam9
9259000000-438.6256 qam8
10251000000-537.3256 qam7
11243000000-4.238.6256 qam6
12235000000-4.737.6256 qam5
13227000000-3.731.9256 qam4
14219000000-3.431.3256 qam3
15211000000-2.938.6256 qam2
16203000000-3.237.3256 qam1

 

Network Log Date And Time Error Number Event Description
2017-01-28 08:23:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:24:15.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:24:29.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:24:36.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:29:19.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:32:58.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:37:28.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:37:49.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:41:34.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:41:47.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:52:33.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:53:37.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:19:36.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:19:40.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:19:53.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:20:17.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:27:02.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:27:46.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:31:56.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-28 09:41:57.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply