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Walker2020
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SuperHub 2 dropping 2.4ghz channel

Hi there, had broadband installed last Thursday and ever since Friday I have been having major issues with the 2.4ghz wifi cutting out under any sort of load, loading HD youtube videos, downloading files etc. At first I thought it was an incorrect power supply but I realised I was indeed supplied with the right one, I rang "tech support" and was told that I should keep changing the wireless channels and see which one is the best, none of them stop the drop outs.

When the 2.4 cuts out any wired devices keep their connection and so does any device connected via the 5ghz channel, any help would be appreciated as the internet is fairly unusable at the moment without cables dragging around my room (the hub is installed in the same room and I am sat around 2 meters away from it when the drop outs occur)

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gary_dexter
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Re: SuperHub 2 dropping 2.4ghz channel

Have a look here

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=27667&CURRENT_...
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piruk69
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Message 3 of 33
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Re: SuperHub 2 dropping 2.4ghz channel

Had 3 engineers out in 4 months. Have nominated 2.4ghz only on Hub2 and selected non overlapping channel in conjunction with wifi channels of neighbours. Connection still drops even over night when no wireless devices are connected. It is either the hub or the exchange that supports the connection dont you think?

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Sephiroth
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Re: SuperHub 2 dropping 2.4ghz channel


piruk69 wrote:

Had 3 engineers out in 4 months. Have nominated 2.4ghz only on Hub2 and selected non overlapping channel in conjunction with wifi channels of neighbours. Connection still drops even over night when no wireless devices are connected. It is either the hub or the exchange that supports the connection dont you think?

 


if it is the circuit, the modem lights will change and the second from button will turn green while it reboots.  Please check that.

 

Seph - ( DEFROCKED - My advice is at your risk)

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Lanky
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Message 5 of 33
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Re: SuperHub 2 dropping 2.4ghz channel


piruk69 wrote:

Had 3 engineers out in 4 months. Have nominated 2.4ghz only on Hub2 and selected non overlapping channel in conjunction with wifi channels of neighbours. Connection still drops even over night when no wireless devices are connected. It is either the hub or the exchange that supports the connection dont you think?

 


 

So I'm guessing from the line in bold the 2.4g light goes off on the hub then? so the hub wouldn't be rebooting as you said also that any devices on 5ghz and wired continue to work without issue. sounds if the light for 2.4 is going off when under load it may possibly be a faulty hub but only if the wifi light for 2.4 is turning off.

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piruk69
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Message 6 of 33
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Re: SuperHub 2 dropping 2.4ghz channel


Lanky wrote:

piruk69 wrote:

Had 3 engineers out in 4 months. Have nominated 2.4ghz only on Hub2 and selected non overlapping channel in conjunction with wifi channels of neighbours. Connection still drops even over night when no wireless devices are connected. It is either the hub or the exchange that supports the connection dont you think?

 


 

So I'm guessing from the line in bold the 2.4g light goes off on the hub then? so the hub wouldn't be rebooting as you said also that any devices on 5ghz and wired continue to work without issue. sounds if the light for 2.4 is going off when under load it may possibly be a faulty hub but only if the wifi light for 2.4 is turning off.



Thanks for responding. Yes this is what happens the 2.4 light goes out , but having read about other users with same problem who have had new/replacement hubs they say the problem persists. I'm not sure I buy into the phantom device theory of it killing the connection. I'm starting to lean towards either defective batch of hubs or a design flaw. If the latter then VM should be taking issue with Netgear. I have run out of solutions to try now and have followed every tip. I suppose I could ask for another SH2 as that is the only thing left. I have 2 Wifi TV's , a Samsung smart phone , a Nexus 5 , an Xbox 360 (wireless), Lenovo laptop and a Galaxy Note tablet that all wifi dependant. And yes I have turned off every single device overnight and still lost connection. Very frustrating .

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piruk69
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Message 7 of 33
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Re: SuperHub 2 dropping 2.4ghz channel

if it is the circuit, the modem lights will change and the second from button will turn green while it reboots.  Please check that.


Sephiroth wrote:

piruk69 wrote:

Had 3 engineers out in 4 months. Have nominated 2.4ghz only on Hub2 and selected non overlapping channel in conjunction with wifi channels of neighbours. Connection still drops even over night when no wireless devices are connected. It is either the hub or the exchange that supports the connection dont you think?

 


if it is the circuit, the modem lights will change and the second from button will turn green while it reboots.  Please check that.

 


 

 

Thanks for responding,. On reboot the 2 headed arrow symbol does turn green. Is this evidence of a fault of the SH2 then?

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Sephiroth
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Message 8 of 33
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Re: SuperHub 2 dropping 2.4ghz channel


piruk69 wrote:

<SNIP>

 

 


 

 

Thanks for responding,. On reboot the 2 headed arrow symbol does turn green. Is this evidence of a fault of the SH2 then?


If the symbol turns green, the modem in the SH2 is resetting.  The network log will state whether this is a MAC reset sent from the VM end or a T4 event cause by a prolonged keep-alive timeout.  It doesn't at first point to a faulty SH2 but the goings on in the circuit are first suspected.

 

As a consequence of the reset, everything disconnects.  Can we please see your modem stats (it tells you on the 30 meg setup forum - a sticky post.  We'd like to see Upstream power, downstream power & RxMER and the Network log.  The data may provide a clue.

Seph - ( DEFROCKED - My advice is at your risk)

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piruk69
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Message 9 of 33
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Re: SuperHub 2 dropping 2.4ghz channel


Sephiroth wrote:

piruk69 wrote:

<SNIP>

 

 


 

 

Thanks for responding,. On reboot the 2 headed arrow symbol does turn green. Is this evidence of a fault of the SH2 then?


If the symbol turns green, the modem in the SH2 is resetting.  The network log will state whether this is a MAC reset sent from the VM end or a T4 event cause by a prolonged keep-alive timeout.  It doesn't at first point to a faulty SH2 but the goings on in the circuit are first suspected.

 

As a consequence of the reset, everything disconnects.  Can we please see your modem stats (it tells you on the 30 meg setup forum - a sticky post.  We'd like to see Upstream power, downstream power & RxMER and the Network log.  The data may provide a clue.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz)299000000283000000291000000307000000315000000323000000N/AN/A
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedUnlockedUnlocked
Channel ID978101112N/AN/A
Modulation256QAM256QAM256QAM256QAM256QAM256QAMUnknownUnknown
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.952000N/AN/A
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
N/AN/A
Power Level (dBmV)0.200.200.31-0.34-0.66-0.93N/AN/A
RxMER (dB)37.9437.3637.6437.3637.9437.94N/AN/A
Pre RS Errors892632307998289953N/AN/A
Post RS Errors837289294992286953N/AN/A

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piruk69
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Message 10 of 33
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Re: SuperHub 2 dropping 2.4ghz channel


Sephiroth wrote:

piruk69 wrote:

<SNIP>

 

 


 

 

Thanks for responding,. On reboot the 2 headed arrow symbol does turn green. Is this evidence of a fault of the SH2 then?


If the symbol turns green, the modem in the SH2 is resetting.  The network log will state whether this is a MAC reset sent from the VM end or a T4 event cause by a prolonged keep-alive timeout.  It doesn't at first point to a faulty SH2 but the goings on in the circuit are first suspected.

 

As a consequence of the reset, everything disconnects.  Can we please see your modem stats (it tells you on the 30 meg setup forum - a sticky post.  We'd like to see Upstream power, downstream power & RxMER and the Network log.  The data may provide a clue.


Upstream  US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A12
Frequency (Hz)N/AN/A3580000045800000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A16QAM16QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A44
Power Level (dBmV)N/AN/A40.2542.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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