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asbenson
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Superhub 2 keeps disconnecting from the internet

My Super Hub (VM622825) disconnects from the internet every evening! I've had to restart the hub every night for the past week!!!

Once I reset it then it works fine but is this supposed to be normal? I had another VM hub before the SH2 and that very rarely lost connection.

Any suggestions?

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Superuser
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Re: Superhub 2 keeps disconnecting from the internet

Firstly it is not a good idea to post your WAN IP on this public forum and I'd strongly recommend editing your post to remove your WAN IP from the log you posted. EDIT - Never mind the Mods have done it for you, thanks @Ralph_R.

Some of your downstream power levels are a bit high.  The recommended range is -6 to +10 and you have a few channels above 10 which could cause the hub to disconnect.

This will need an engineer visit to sort out the power levels. You can call VM and try to book a visit or wait for the VM staff to get to this thread and they can help you book a visit. Unfortunately current response times on here from staff are up to a week.

______________________
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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Superuser
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Re: Superhub 2 keeps disconnecting from the internet

It is not normal and could be a fault with the hub or a fault with your line.  Do both wired and wireless connections disconnect?

If you go to http://192.168.100.1/ 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 screen shots if that is easier.

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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asbenson
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Re: Superhub 2 keeps disconnecting from the internet

Hi, thanks for the response. Here's the router status information There seems to be quite a few Error 4's on the network log but I don't know if that means anything.

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 267000000 275000000 283000000 291000000 299000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 9 10 11 12 13 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) 9.93 10.03 9.75 10.03 10.15 10.00 10.08 9.76
RxMER (dB) 37.94 38.26 37.94 38.26 38.98 38.61 38.98 38.26
Pre RS Errors Reset Counter 971 944 379 326 290 298 300 306
Post RS Errors Reset Counter 304 302 281 294 287 282 284 304


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 28 N/A N/A 27
Frequency (Hz) 25800000 N/A N/A 32600000
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) 38.75 N/A N/A 39.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Network Log
First Time Last Time Priority Error Number Description
08/11/2016 10:02:56 GMT 08/11/2016 10:02:56 GMT Warning (5) 66050310 Auth Success - Web login successful.
07/11/2016 20:43:26 GMT 07/11/2016 20:43:26 GMT Error (4) 68010302 DHCP WAN IP - 86.19.*******
07/11/2016 20:42:23 GMT 07/11/2016 20:42:23 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
07/11/2016 20:41:17 GMT 07/11/2016 20:41:17 GMT Error (4) 68010302 DHCP WAN IP - 86.19.*******
07/11/2016 20:40:15 GMT 07/11/2016 20:40:15 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
07/11/2016 20:32:09 GMT 07/11/2016 20:32:09 GMT Error (4) 68010302 DHCP WAN IP - 86.19*******
07/11/2016 20:31:05 GMT 07/11/2016 20:31:05 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
07/11/2016 20:20:24 GMT 07/11/2016 20:20:24 GMT Error (4) 68010302 DHCP WAN IP - 86.19.*******
07/11/2016 20:19:20 GMT 07/11/2016 20:19:20 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
07/11/2016 11:08:39 GMT 07/11/2016 11:08:39 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/11/2016 16:59:39 GMT 05/11/2016 16:59:39 GMT Error (4) 68010302 DHCP WAN IP - 86.19.*******
05/11/2016 16:58:36 GMT 05/11/2016 16:58:36 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
03/11/2016 19:56:39 GMT 03/11/2016 19:56:39 GMT Error (4) 68010302 DHCP WAN IP - 86.19.********
03/11/2016 19:55:37 GMT 03/11/2016 19:55:37 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully

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

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Superuser
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Re: Superhub 2 keeps disconnecting from the internet

Firstly it is not a good idea to post your WAN IP on this public forum and I'd strongly recommend editing your post to remove your WAN IP from the log you posted. EDIT - Never mind the Mods have done it for you, thanks @Ralph_R.

Some of your downstream power levels are a bit high.  The recommended range is -6 to +10 and you have a few channels above 10 which could cause the hub to disconnect.

This will need an engineer visit to sort out the power levels. You can call VM and try to book a visit or wait for the VM staff to get to this thread and they can help you book a visit. Unfortunately current response times on here from staff are up to a week.

______________________
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 keeps disconnecting from the internet

Hi asbenson,

 

Thanks for posting and a warm welcome to the community.

 

Sorry to read that you are experiencing intermittent broadband connection. 

 

As Scott mentioned the downstream power levels are on the high side and I can arrange an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. Once you have replied I can go ahead with the appointment.

 

Hope to hear from you soon

Sam


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asbenson
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Re: Superhub 2 keeps disconnecting from the internet

Hi 

 

Many thanks for your advice, especially about the WAN IP - I'm a novice so not something I would have thought about. I've already had a contact from VM to suggest an engineer visit so it looks like there has been a problem, that should hopefully be fixed soon.

Kind regards

 

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peterjones87
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Re: Superhub 2 keeps disconnecting from the internet

Hello, I've also been having this problem for the last year. It occurs only when using WiFi, Ethernet connection is more or less flawless. 

It happens extremely frequently especially when the WiFi is under load. That being said there is only one device, a desktop PC using the WiFi signal. 

I've been through all the suggested fixes.

Changing WiFi channel, 

Power cycling the router,

restoring to factory settings

I've also tested the issue using 5ghz (my normal setting) and 2ghz

I've had this issue from day one, a year down the line its persisted. I've been having to use the Ethernet connection for some time which is rather inconvenient. I've come to the conclusion its an issue with the Superhub 2. A replacement would be much appreciated. 

Regards Peter and Wendy Jones.

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Forum Team (Retired) Adam_L
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Re: Superhub 2 keeps disconnecting from the internet

Hi peterjones87, 

Thanks for the post! I am sorry to hear that you're also having disconnections, I apologise for any inconvenience caused.

I have tested things from here and I can see a number of time outs inside the Hubs logs, I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking.

Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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