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darrenrichie
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Superhub 2 Wi-Fi dropping

So I know this has been posted several times but I am sick of this issue now and I want it resolving.

Let me get one thing straight, I am a network admin. I know the scripted responses and useless tasks I am asked to do, WILL NOT solve the problem.

I use static IP's for most of my devices and I have several 2.5 and 5Ghz devices connecting to Wi-Fi. The Wi-Fi / connection on my SH2 drops almost every other day. Rebooting the router is the only option.

So here's the detail:

  1. It isn't just Wi-Fi devices that have issues. My PC is wired directly and if this issue occurs I lose connection. I have to restart Hub.
  2. Sometimes it is both bands of Wi-Fi that stop, sometimes it is just one.
  3. The lights on the hub sometimes stay on but show no activity, other times one light may go out, sometimes both (Wi-Fi).
  4. There is no electrical interference (how they can use this as an excuse for the Hub LOSING Wi-Fi, not dropping, is ridiculous).

So I want one of these things to happen:

  • Virgin explain what is causing the issue and resolve it without telling me they can't see an issue their end - OR -
  • Virgin replace my Superhub with a different model free of charge

If this isn't resolved then I am off elsewhere, I am out of contract and am sick of this happening.

If anyone on here has a solution that actually works my ears are open.

Thank you

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Superuser
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Message 2 of 10
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Re: Superhub 2 Wi-Fi dropping

If both wired and wireless devices lose connectivity at the same time then that suggests a line fault rather than a wireless specific fault.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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darrenrichie
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Re: Superhub 2 Wi-Fi dropping

Hi

Sorry for the delay:

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)298750000266750000274750000282750000290750000306750000314750000322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1713141516181920
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
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
I=12
J=17
I=12
J=17
Power Level (dBmV)3.273.143.183.043.033.513.864.00
RxMER (dB)38.2637.9438.2637.9438.2638.6138.2638.26
Pre RS Errors275916687462403311307928919
Post RS Errors285280299293311307928919
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darrenrichie
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Re: Superhub 2 Wi-Fi dropping

Upstream   US-1 US-2 US-3 US-4
Channel Type2.0N/AN/A2.0
Channel ID1N/AN/A2
Frequency (Hz)46200000N/AN/A39400000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)48.75N/AN/A48.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

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darrenrichie
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Re: Superhub 2 Wi-Fi dropping

Network Log
First TimeLast TimePriorityError NumberDescription
04/12/2016 09:35:12 GMT04/12/2016 09:35:12 GMTWarning (5)66050310Auth Success - Web login successful.
04/12/2016 09:12:37 GMT04/12/2016 09:12:37 GMTWarning (5)66050310Auth Success - Web login successful.
04/12/2016 08:56:06 GMT04/12/2016 08:56:06 GMTWarning (5)66050400E-Mail - E-Mail Send Failed.
04/12/2016 08:54:40 GMT04/12/2016 08:54:40 GMTWarning (5)66050310Auth Success - Web login successful.
04/12/2016 08:44:03 GMT04/12/2016 08:44:03 GMTError (4)68010302DHCP WAN IP - 86.5.9.xxx
04/12/2016 08:42:59 GMT04/12/2016 08:42:59 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
01/12/2016 10:52:25 GMT01/12/2016 10:52:25 GMTError (4)68010302DHCP WAN IP - 86.5.9.xxx
01/12/2016 10:51:43 GMT01/12/2016 10:51:43 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/12/2016 10:51:41 GMT01/12/2016 10:51:41 GMTError (4)68000407TOD established
01/12/2016 10:51:24 GMT01/12/2016 10:51:24 GMTNotice (6)84000510Downstream Locked Successfully
01/12/2016 10:51:14 GMT01/12/2016 10:51:14 GMTError (4)68000407TOD established
01/12/2016 10:51:08 GMT01/12/2016 10:51:08 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/12/2016 10:50:54 GMT01/12/2016 10:50:54 GMTNotice (6)84000510Downstream Locked Successfully
01/12/2016 10:50:54 GMT01/12/2016 10:50:54 GMTWarning (5)84020300MDD message timeout
01/12/2016 10:50:53 GMT01/12/2016 10:50:53 GMTWarning (5)84020200Lost MDD Timeout
01/12/2016 10:50:40 GMT01/12/2016 10:50:40 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/12/2016 10:50:27 GMT01/12/2016 10:50:27 GMTNotice (6)84000510Downstream Locked Successfully
01/12/2016 10:50:26 GMT01/12/2016 10:50:26 GMTWarning (5)84020300MDD message timeout
01/12/2016 10:50:26 GMT01/12/2016 10:50:26 GMTWarning (5)84020200Lost MDD Timeout
 
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Superuser
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Message 6 of 10
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Re: Superhub 2 Wi-Fi dropping

Power levels all look to be within the recommended range, but the log has quite a few timeouts over a short span which is not normal.

It will probably need an engineer visit to investigate the cause of those timeouts.  You can try calling VM and see if you can book a visit or wait for the forum team to get to this thread and they can help book a visit.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Forum Team
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Re: Superhub 2 Wi-Fi dropping

Hi darrenrichie, 

 

Welcome to the forums I'm sorry to see you have been having trouble with your connection. 

 

I can see that SCA1972 has been helping out too Smiley Happy

 

I have taken a look and everything looks to be ok from this side. 

 

I can see that you have said you have had the same trouble both wired and wireless. 

 

I would like to get an engineer out to take a further look at this for you. 

 

Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


New around here? To find out more about the Community check out our Getting Started guide


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oldgit
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Message 8 of 10
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Re: Superhub 2 Wi-Fi dropping

I have similar problems

Network Log
First Time Last Time Priority Error Number Description
11/12/2016 10:38:31 GMT 11/12/2016 10:38:31 GMT Error (4) 68010302 DHCP WAN IP - 
11/12/2016 10:37:38 GMT 11/12/2016 10:37:38 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
08/12/2016 13:02:37 GMT 08/12/2016 13:02:37 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
08/12/2016 12:08:25 GMT 08/12/2016 12:08:25 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/12/2016 12:08:07 GMT 08/12/2016 12:08:07 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/12/2016 12:03:07 GMT 08/12/2016 12:03:07 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/12/2016 12:01:27 GMT 08/12/2016 12:01:27 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/12/2016 12:01:18 GMT 08/12/2016 12:01:18 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
08/12/2016 11:58:10 GMT 08/12/2016 11:58:10 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/12/2016 11:52:43 GMT 08/12/2016 11:52:43 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/12/2016 11:52:13 GMT 08/12/2016 11:52:13 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/12/2016 11:51:42 GMT 08/12/2016 11:51:42 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/12/2016 11:51:08 GMT 08/12/2016 11:51:08 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/12/2016 11:50:35 GMT 08/12/2016 11:50:35 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
07/12/2016 21:21:14 GMT 07/12/2016 21:21:14 GMT Error (4) 68010302 DHCP WAN IP - 
07/12/2016 21:20:41 GMT 07/12/2016 21:20:41 GMT Error (4) 68000407 TOD established
07/12/2016 21:20:17 GMT 07/12/2016 21:20:17 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/12/2016 21:20:14 GMT 07/12/2016 21:20:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/12/2016 21:20:12 GMT 07/12/2016 21:20:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out

 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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oldgit
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Re: Superhub 2 Wi-Fi dropping

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 13 9 10 11 12 14 15 16
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) -3.93 -3.90 -3.60 -3.83 -3.77 -3.83 -4.21 -4.09
RxMER (dB) 36.39 35.97 36.17 35.97 36.84 36.39 36.17 36.17
Pre RS Errors Reset Counter 1073 1116 818 879 1505 1600 844 927
Post RS Errors Reset Counter 750 663 618 658 1323 1425 678 764
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oldgit
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Re: Superhub 2 Wi-Fi dropping


Upstream
US-1 US-2 US-3 US-4
Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 15 16
Frequency (Hz) N/A N/A 32600000 25800000
Ranging Status Other Other Success Success
Modulation N/A N/A 16QAM 16QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 46.00 46.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0
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