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Abdul201388
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SuperHub 2AC replacment

Hello folks. I've got an issue with my router. I get random disconnects, the WiFi drops out as well. I have to restart my router every often. The router is placed in the kitchen, I was wondering if I could get a replacement router? such as the SuperHub 3?

 

Just a note, I'm living with 3 other people. I'm not the account holder but the I've been allowed to ask on his behalf. 

 

Thanks.

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Superuser
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Message 2 of 10
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Re: SuperHub 2AC replacment

hiya @Abdul201388 the forum team can only really replace like for like, would need to have a chat with customer services via 150 / 0345 454 1111 or online chat http://contact.virginmedia.com (using PC/laptop) there might be a fee for this or possible contract renewel so best to have account holder close by when calling
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Superuser
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Re: SuperHub 2AC replacment

I doubt whether a Hub 3 would cure your problems as it's wireless output is on par with the SH 2AC. In BT's new Hub validations, the SH2 slightly outperforms the Hub 3.

First of all I would check that the actual internet connection is dropping by testing with a device connected directly to the hub by ethernet cable.

Wireless reception is affected by many factors like Range, Client hardware, the Topograpy of your home, and the big killer, Wireless interference.

Kitchens are not the best places for Wifi as they can be RF noisy, Microwaves, faulty fridge\washing machine motors etc Large objects like Fridge \ Freezers will obstruct the signal preventing it from propagating into other rooms.

You could try to optimise your wireless signal by changing the wireless channel manually. Downloading a wireless scanner like InSSIDer for Windows or WiFiAnalyser for Android would help by showing you the surrounding wireless networks, the channels they are broadcasting on, and their signal strengths, so you can select the best wireless channel.

Setting the Hub's radio setting to 300Mbps (or 40Mhz channel) is not advised on the 2.4GHz band as it takes up over half of the available spectrum, making it prone to wireless interference..

I would also check for other sources of wireless interference such as A\V streaming devices, Baby monitors, Chordless phones, Microwave ovens, Plasma TVs, Security systems, etc.

Using the wider, usually less congested 5Ghz band could help, if your client devices support it.

 

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Abdul201388
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Re: SuperHub 2AC replacment

Thanks for the reply. There is no other place for us to put the SuperHub any where else. We're not allowed to drill holes or anything else. It's part of the tenancy agreement. I've got a computer directly connected to the SuperHub. Speeds are okay, but it drops below 1mpbs. We have a microwave in the kitchen. My PC has a wireless card but it is not compatible with 5GHz. I also changed the Wireless channel for the 2.4GHz to 12 from the default one. We have no TV.

 

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Superuser
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Message 5 of 10
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Re: SuperHub 2AC replacment

The wired speed dropping to 1Mbps would be a concern. Do you experience the speed drop during the day, or just during peak evening hours?

Posting the hub's stats would help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

I would ensure that the wired connection is operating correctly before looking into the wireless side as connection issues can mask the wireless side.

On the wireless side, channel 12 is generally not a good channel to be on, as any other wireless networks around you broadcasting on CH 11 will interfer with your signal. Channels 1, 6 and 11 are considered the "primary" channels, as they do not interfer with each other. Nearby wireless networks can share a wireless channel without interference due to software implementation, so it is better to be on the same channel as another wireless network, rather than  adjacent channels.

Downloading InSSIDDer, would help you change channel. (Sorry, I forgot to give you the link to the free version in my last post).

Wireless Powerline adapters  may help you get a better wireless signal in other rooms of your home.

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Abdul201388
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Re: SuperHub 2AC replacment

Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 6 275000000 Hz 256 QAM 10.5 dBmV 37.9 dB 455 310
Locked 1 235000000 Hz 256 QAM 10.2 dBmV 37.6 dB 610 296
Locked 2 243000000 Hz 256 QAM 10.3 dBmV 37.1 dB 310 284
Locked 3 251000000 Hz 256 QAM 9.9 dBmV 37.1 dB 940 911
Locked 4 259000000 Hz 256 QAM 9.6 dBmV 37.4 dB 332 306
Locked 5 267000000 Hz 256 QAM 10.0 dBmV 37.9 dB 363 309
Locked 7 283000000 Hz 256 QAM 8.3 dBmV 36.0 dB 281252 71759
Locked 8 291000000 Hz 256 QAM 6.1 dBmV 33.4 dB 766003 518469

 

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 2 31000000 Hz ATDMA 45.3 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
Locked 3 24400000 Hz ATDMA 43.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 275000000 235000000 243000000 251000000 259000000 267000000 283000000 291000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 6 1 2 3 4 5 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 10.49 10.22 10.25 9.87 9.63 10.00 8.34 6.10
RxMER (dB) 37.94 37.36 37.09 37.09 37.64 37.94 35.97 33.38
Pre RS Errors Reset Counter 457 612 312 940 332 363 281267 767380
Post RS Errors Reset Counter 310 296 284 911 306 309 71759 518469


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 2 N/A N/A 3
Frequency (Hz) 31000000 N/A N/A 24400000
Ranging Status Success Other Other Success
Modulation 64QAM N/A N/A 64QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 45.25 N/A N/A 43.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

Upstream Burst
Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM 16QAM 16QAM 64QAM 64QAM 64QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 36 384 384 64 64 64
Preamble Value Offset 396 6 6 396 396 396
FEC Error Correction (T) 0 5 5 6 10 9
FEC Codeword Information Bytes (K) 16 34 34 76 231 236
Maximum Burst Size 0 0 0 3 0 18
Guard Time Size 22 48 48 22 22 22
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON

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Superuser
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Message 7 of 10
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Re: SuperHub 2AC replacment

The downstream power levels on some of the downstream channels are just exceeding VM specs, and ideally should be lowered by a VM tech.

The downstream SNR on channel 8 is too low resulting in a lot of Post Rs errors (channel 7 doesn't look too healty either).

Basically you have a downstream impairment that VM need to take a closer look at.

A VM Forum Team member should pick up the thread within a week, or you can give them a ring if you need a quicker response.

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Abdul201388
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Re: SuperHub 2AC replacment

Alright, Thank you for you help. Smiley Happy 

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Superuser
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Message 9 of 10
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Re: SuperHub 2AC replacment

No problem.

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Forum Team
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Message 10 of 10
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Re: SuperHub 2AC replacment

Hi there Abdul201388,

 

Many thanks for your post and apologies for the connection issue experienced.

 

I'd like to help you get this resolved.

 

I've sent you a private message so that we can arrange an engineer appointment for the poor downstream power levels.

 

Hope to hear back from you soon,

 

Nat_J

 

 


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