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djb66
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Super Hub 2 crashes daily

Hi

 

Since moving to the Super Hub 2 several weeks ago, I've had to reboot my router everyday.  I first became aware of the issue when the WI FI dropped out and I wasn't able to reconnect any device on either the 2.4ghz or 5ghz band.  The message I received was unable to connect, altho the wifi was visible.  I phoned customer service and was told the usual about changing the channel on the wifi. I have done this quite a few times on both bands it makes no difference.  I then tried customer service again, I was told again to change channels I tried to explain that this wasn't the problem, and they eventually sent out an engineer.  He replaced my router and suggested maybe moving it away from a speaker.  Which I did, and he couldn't see any other issues.   Now my problem is worse than ever, 3 crashes already this morning.   Due to frustration I tried customer service again, again being told to change channels. Which makes no difference.   But I have found some interesting issues with the router, when the wifi drops, and you connect to the router through ethernet port the internet works, but interestingly you cannot connect to the admin console for the router on 192.168.0.1.   So therefore I'm assuming that this is not a problem with the wifi but a problem with the router crashing and putting itself in an unusable state.   I have noticed in the network logs that there seems to be a correlation with the SH2 going down and network problems on the cable side, "No Ranging Response received - T3 time-out".  I don't know much about how the cable network works, but something is crashing my router on a regular basis and I know don't think its WI FI connected but a bigger issue with the firmware crashing on network errors. Just a guess as I;m getting nowhere with customer support I keep just being told there is no issues with the SH2 and its local to me.  If that is the case, then why should a Channel problem on my wifi cause the firmware on the router to crash.  At the moment I'm on the verge of cancelling my contract as I'm getting nowhere with Virgin. 

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gary_dexter
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Message 2 of 39
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Re: Super Hub 2 crashes daily

Please post the full network log and also the upstream and downstream logs

thanks
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djb66
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Message 3 of 39
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Re: Super Hub 2 crashes daily

22/11/2013 15:21:04 GMT 68010302

DHCP WAN IP - xx.xx.xx.xx

 

22/11/2013 15:20:06 GMT 68000407

TOD established

 

Time Not Established Time Not Established 84000510

Downstream Locked Successfully

 

22/11/2013 13:32:33 GMT 68010302

DHCP WAN IP -

 

22/11/2013 13:31:34 GMT 68000407

TOD established

 

Time Not Established Time Not Established 82000200

No Ranging Response received - T3 time-out

 

Time Not Established Time Not Established 84000510

Downstream Locked Successfully

 

22/11/2013 10:33:03 GMT 68010302

DHCP WAN IP - xx.xx.xx.xx

 

22/11/2013 10:32:04 GMT 68000407

TOD established

 

Time Not Established Time Not Established 82000200

No Ranging Response received - T3 time-out

 

Time Not Established Time Not Established 84000510

Downstream Locked Successfully

 

22/11/2013 09:41:32 GMT 68010302

DHCP WAN IP - xx.xx.xx.xx

 

22/11/2013 09:40:28 GMT 68000407

TOD established

 

Time Not Established Time Not Established 82000200

No Ranging Response received - T3 time-out

 

Time Not Established Time Not Established 84000510

Downstream Locked Successfully

 

22/11/2013 09:32:02 GMT 68010302

DHCP WAN IP - xx.xx.xx.xx

 

22/11/2013 09:31:00 GMT 68000407

TOD established

 

Time Not Established Time Not Established 82000200

No Ranging Response received - T3 time-out

 

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djb66
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Message 4 of 39
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Re: Super Hub 2 crashes daily

 

Downstream Channels

 

Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors

Post RS Errors

 

Locked 12 323000000 Hz 256 QAM -0.7 dBmV  37.4 dB 761 313

Locked 7 283000000 Hz 256 QAM 0.0 dBmV  37.1 dB 2057 285

Locked 8 291000000 Hz 256 QAM -0.2 dBmV  37.6 dB 426 298

Locked 9 299000000 Hz 256 QAM -0.3 dBmV  37.4 dB 1084 951

Locked 10 307000000 Hz 256 QAM -0.3 dBmV  37.9 dB 1008 976

Locked 11 315000000 Hz 256 QAM -0.5 dBmV  37.9 dB 376 298

NotLocked     Unknown         NotLocked     Unknown      

 

Upstream Channels

Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked 18 35800000 Hz ATDMA 45.0 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

NotLocked 0 0 Hz   0 dBmV     0 Ksym/sec NotLocked 0 0 Hz   0 dBmV     0 Ksym/sec

Locked 19 27400000 Hz ATDMA 44.5 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

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Moderator
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Message 5 of 39
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Re: Super Hub 2 crashes daily

Hi djb66,

 

These crashes sound frustrating, I've a run a number of checks on your connection from here and can't see any apparent problems to explain any intermittent drops.

 

Do you notice any change in the Hub lights when these drops occur?

 

Is the connection lost both on wireless and wired?

 

Kind Regards

 

 

Ralph_R
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lewishalliday12
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Message 6 of 39
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Re: Super Hub 2 crashes daily

I have similar problems. When my connection goes off the top light goes green, the middle goes off and the bottom also stays green. Where do I get the information that he posted above?

 

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djb66
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Message 7 of 39
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Re: Super Hub 2 crashes daily

I loose all wireless, but the ethernet connection works for the internet.   But even when connected to the router through the ethernet I cannot connect to the routers admin on 192.168.0.1 which would indicate to me that the firmware on the SH2 has crashed bringing down the wifi.  

 

 

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gary_dexter
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Message 8 of 39
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Re: Super Hub 2 crashes daily

This will help with wireless dropouts

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=27667&CURRENT_...
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plazma
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Message 9 of 39
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Re: Super Hub 2 crashes daily

The op is saying when the wireless goes down so does the admin interface on the WIRED machines/devices... which would strongly suggest that adjusting wireless channels is not going to help his problem at all.

 

If this is the case and the admin interface can only be recovered by rebooting the sh (for the wired computers) the unit must have a fault.

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gary_dexter
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Message 10 of 39
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Re: Super Hub 2 crashes daily

They do that from time to time

It's been around since the SH1
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