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denimknight
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Superhub 2 connection drop out

Hi all,

Having issues with the Superhub 2.  It keeps dropping connection, it drops internet access and also internal network drops out.

Below is the screen shots for the upstream / downstream and upstream burst settings.  Is there anything I can do to sort this?  I currently have to switch the outer on and back off at least a couple of times a week.

Thanks

Alex

Upstream.JPGDownstream.JPGUpstreamBurst.JPG

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Forum Team (Retired) Adam_L
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Re: Superhub 2 connection drop out

Hi denimknight, 

Thanks for getting in touch to let us know about your issues with your broadband connection, I apologise for any inconvenience caused.

I have tested things from here and I noticed that all of your power levels are within the preferred ranges and there's no errors or time outs inside the Hubs logs.

Are you still having these issues? If so, how are you connected wired or wireless?

Is there any change to the Hubs light sequence when these issues occur?

Also, would you please include a recent copy of your Hubs logs for me to compare with the data we have here.

Take care,

Thanks, 

Adam.


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denimknight
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Re: Superhub 2 connection drop out

Hi Adam,

Yep, I'm still having problems.  At least once a night now I have to disconnect the router and reconnect it.  I'm connected through WiFi from multiple devices.  When the router starts acting up I lose both internet and internal network.

I think there's an issue with the actual router.  The lights seems to flash a lot more when this starts happening.  I've had to reboot the router 3 or 4 times tonight already!  Network log below, it doesn't seem to go back too far though, don't know what the default setting is or if it saves the logs somewhere else.

Hope you can help.

Alex

Date

Time

Error Number

Error Description

19/03/2017

23:56:49 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:56:49 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:49:51 GMT

68010302

DHCP WAN IP - 82.39.*******

19/03/2017

23:48:46 GMT

68000407

TOD established

Time Not Established

Time Not Established

82000200

No Ranging Response received - T3 time-out

Time Not Established

Time Not Established

82000200

No Ranging Response received - T3 time-out

Time Not Established

Time Not Established

82000200

No Ranging Response received - T3 time-out

Time Not Established

Time Not Established

82000200

No Ranging Response received - T3 time-out

Time Not Established

Time Not Established

82000200

No Ranging Response received - T3 time-out

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

19/03/2017

23:46:28 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:46:27 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:45:43 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:45:43 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:45:36 GMT

90000200

CSFR Detect - Expired Content Submitted ; LAN Interface

19/03/2017

23:45:36 GMT

90000200

CSFR Detect - Expired Content Submitted ; LAN Interface

19/03/2017

23:42:40 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:42:40 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:41:49 GMT

66050310

Auth Success - Web login successful.

19/03/2017

23:41:49 GMT

66050310

Auth Success - Web login successful.

 

[MOD EDIT: For your security personal and private information has been removed from this post. Please review the Forum Guidelines]

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denimknight
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Re: Superhub 2 connection drop out

I've been having a look through the forum and the way most people seem to be getting this resolved is by buying their own router and setting the Superhub to modem mode.  This seems a bit ridiculous though.  Hopefully you're able to come up with a better solution.

Thanks

Alex

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denimknight
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Re: Superhub 2 connection drop out

I've just been on live chat and have had some conflicting information. Bhushan has said that there are signal issues and he's done an update.  He also said that the issue was overlapping channels...  This confused me a little, wouldn't an overlapped channel only effect either the 2.4 or the 5 GHz parts of the network?  The entire internal network gets taken offline, I'm not a network engineer but I would think that a channel overlap shouldn't take down both streams at the same time.

I could be wrong, but it sounded like Bhushan was basically just going down a stock checklist regardless of what my response was, he had it in his head that an router issue must be caused by X, Y and Z so that was what he was going to fix.

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Forum Team
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Re: Superhub 2 connection drop out

Hello denimknight

 

I cannot help but notice that in the image you posted the downstream SNR is too low, we like to see it above 34dB, it may cause you some issues such as lag or freezing etc. It may have been a one off but at the moment I am unable to identify you from the forum details to confirm. I will send you a forum private message, please reply if you would like us to take another look.

 

Thank you

Nicola

Virgin Media Forum Team
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