Menu
Reply
  • 2
  • 0
  • 0
Redcard
Joining in
450 Views
Message 1 of 5
Flag for a moderator

Superhub keeps dropping server connection

Help... Any suggestions? Cannot get through to virgin on the phone. And rebooting the modem every 30 minutes or so is getting very annoying.

For a week or so now my superhub drops the connection to the server, despite all the lights being on suggesting a connection. Yet it still works to connect my ipad or mac to apple tv and the wired connection from the xbox also is dropped. So wifi is working ok, but it is a modem connection problem. The superhub logs say I have the following errors: Dynamic window range violation,  Unicast DSID PSN startup error and when i try to run the support tools or they are run as part of the support phone call also get Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 

0 Kudos
Reply

Helpful Answers
  • 2.96K
  • 378
  • 939
Superuser
Superuser
807 Views
Message 2 of 5
Flag for a moderator
Helpful Answer

Re: Superhub keeps dropping server connection

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 7-10 days) 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.  

0 Kudos
Reply

All Replies
  • 2.96K
  • 378
  • 939
Superuser
Superuser
808 Views
Message 2 of 5
Flag for a moderator
Helpful Answer

Re: Superhub keeps dropping server connection

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 7-10 days) 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.  

0 Kudos
Reply
  • 3.88K
  • 120
  • 203
Forum Team (Retired) Adam_L
Forum Team (Retired)
411 Views
Message 3 of 5
Flag for a moderator

Re: Superhub keeps dropping server connection

Hi Redcard, 

Thanks for letting us know that your Super Hub keeps dropping connection. I apologise for any inconvenience caused. I will do my best to help get this resolved for you.

I have tested things from here and I can see that your Hub is offline, is this due to it being switched off from your end? If so, then please respond to me here at a time when the Hub will be on and available for testing. 

If it is not due to it being switched off from your end then an engineer will need to attend in order to get this resolved for you. I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with making the booking, just respond to me there if it's not switched off form your end and I'll get this sorted.

Take care, 

Thanks, 

Adam.

 


Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 2
  • 0
  • 0
Redcard
Joining in
396 Views
Message 4 of 5
Flag for a moderator

Re: Superhub keeps dropping server connection

typical errors seen are...

network log

17/11/2016 11:46:51   17/11/2016 11:46:51   Critical (3)   82000400   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0; 
 17/11/2016 11:47:33   17/11/2016 11:47:33   Warning (5)   2436694062   Unicast DSID PSN startup error 
 17/11/2016 11:46:18   17/11/2016 11:46:18   Warning (5)   2436694061   Dynamic Range Window violation 

upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 1 2 3 4
Frequency (Hz) 46200000 Hz 39400000 Hz 32600000 Hz 25800000 Hz
Ranging Status Success Success Success Success
Modulation QAM64 QAM32 QAM32 QAM16
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 128 128 128 128
Power Level (dBmV) 32.5 dBmV 32.3 dBmV 31.8 dBmV 31.8 dBmV
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 1 1 1 1


downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 419000000 Hz 411000000 Hz 427000000 Hz 435000000 Hz 443000000 Hz 451000000 Hz 459000000 Hz 467000000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 2 1 3 4 5 6 7 8
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
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) 10.6 dBmV 10.4 dBmV 10.3 dBmV 9.9 dBmV 9.9 dBmV 9.9 dBmV 9.6 dBmV 8.6 dBmV
RxMER (dB) 43.2 dB 43.2 dB 42.5 dB 41.9 dB 42.7 dB 42.5 dB 41.9 dB 40.8 dB

0 Kudos
Reply
  • 2.96K
  • 378
  • 939
Superuser
Superuser
387 Views
Message 5 of 5
Flag for a moderator

Re: Superhub keeps dropping server connection

Three of the downstream channels have power levels above the recommended max of 10 dBmV and that will need an engineer visit to get that corrected.

Hopefully @Adam_L is still around today and can help get a visit booked for you.

______________________
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.

0 Kudos
Reply