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Jones-e
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Superhub2 upgrade now frequently losing conections both wired & wifi.

Got our Vivid200 upgrade last week which included a router upgrade to the superhub2 (not the 2ac which I hear doesn't have these problems). Anyway ever since swapping the old superhub one to our newly supplied superhub2 we are all now experiencing constant dropouts. 90% are on wifi which happens at all times of the day, usually meaning we have to switch the router on/off to restore the internet connection. Our wired PC also loses connection every couple of days as well but this usually fixes by itself without a restart required. Our wifi/connections etc was faultless on the old superhub and the only change is this new hub (same location, other equipment etc) so am looking at the hub as being the problem. Have read that this is a widespread issue with these hubs, why are they still being sent out.

Not happy.

How can I get a superhub2ac?

 

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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.

Hi Jones-e

 

Welcome to the forum. I'm really sorry to hear of the intermittent connection that you have been experiencing since getting the SH2. I'm going to send you a PM for some additional info to help us locate you and get this looked into further. 

 

Could you post the hub's network log for us to have a look at? (go to 192.168.0.1, don't log in, router status in top right corner).

 

Speak soon


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Jones-e
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.

Hi,

Router status reprots the following

Ststus:

Acquired Downstream Channel (Hz)475000000Locked
Ranged Upstream Channel (Hz)25800000Success
Provisioning StateOKOperational

Downstream:

Frequency (Hz)475000000483000000491000000499000000507000000515000000523000000531000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID910111213141516
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)1.941.861.962.031.981.831.471.36
RxMER (dB)35.4235.2535.4235.6035.6035.4235.0835.08
Pre RS Errors
 46744557184612551044109413911499
Post RS Errors
 278982957297960965961993

Upstream:

  US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID4N/AN/A2
Frequency (Hz)25800000N/AN/A39400000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)44.50N/AN/A45.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

Upstream Burst:

  Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)

Modulation TypeQPSKQPSKQPSK16QAM16QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length56640384104104104
Preamble Value Offset65200716716716
FEC Error Correction (T)055686
FEC Codeword Information Bytes (K)1634347822478
Maximum Burst Size00014255255
Guard Time Size84848888
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON

Operational Config:

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 
Primary Downstream Service Flow
SFID50514
Max Traffic Rate220000000 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps
Primary Upstream Service Flow
SFID50513
Max Traffic Rate12700000 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort

 Network Log:

First TimeLast TimePriorityError NumberDescription
25/03/2016 14:41:15 GMT25/03/2016 14:41:15 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
25/03/2016 14:41:04 GMT25/03/2016 14:41:04 GMTError (4)68010302DHCP WAN IP - 86.24.135.73
25/03/2016 14:40:08 GMT25/03/2016 14:40:08 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
25/03/2016 14:40:02 GMT25/03/2016 14:40:02 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/03/2016 19:25:36 GMT24/03/2016 19:25:36 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
24/03/2016 19:25:33 GMT24/03/2016 19:25:33 GMTError (4)68010302DHCP WAN IP - 86.24.135.73
24/03/2016 19:24:29 GMT24/03/2016 19:24:29 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
24/03/2016 19:24:25 GMT24/03/2016 19:24:25 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/03/2016 17:43:58 GMT24/03/2016 17:43:58 GMTWarning (5)66050310Auth Success - Web login successful.
24/03/2016 17:43:45 GMT24/03/2016 17:43:45 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
24/03/2016 17:43:37 GMT24/03/2016 17:43:37 GMTWarning (5)66050300Auth Fail - Web login failed.
23/03/2016 08:14:53 GMT23/03/2016 08:14:53 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
23/03/2016 08:14:46 GMT23/03/2016 08:14:46 GMTError (4)68010302DHCP WAN IP - 86.24.135.73
23/03/2016 08:13:47 GMT23/03/2016 08:13:47 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
23/03/2016 08:13:41 GMT23/03/2016 08:13:41 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
22/03/2016 23:17:08 GMT22/03/2016 23:17:08 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
22/03/2016 23:17:01 GMT22/03/2016 23:17:01 GMTError (4)68010302DHCP WAN IP - 86.24.135.73
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nigeyb
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.


 Jones-e wrote:

How can I get a superhub2ac?

 


I have a Superhub 2ac - it was installed on 17 March 2016 - it was fine for the first couple of days however, since then, I have had exactly the same issues.  I have to turn it on and off as the WiFi drops out.  Once it switches back on it's fine for a period of time.  My wife cannot get WiFi at all on her Mac book (though this was fine for the first couple of days too).  Ethernet is generally OK although even that dropped out today.  

I intend to cancel my contract and go back to what I had before.  Our previous Virgin hub - the original Superhub - was fine and we never had any of these problems.  Like you, same location, and we're all using the same computers.  Having read numerous similar posts the general consensus seems to be switch the Superhub to modem only and buy your own router.  I ordered mine today and it arrives tomorrow.  It's extremely annoying that the Superhub 2 and 2ac appear not to be fit for purpose however this forum is littered with such examples and, so far as I can make out, getting your own router is the best solution.

 

Here's my log (perhaps 

 

Network Log

First TimeLast TimePriorityError NumberDescription
25/03/2016 07:55:22 GMT25/03/2016 07:55:22 GMTWarning (5)66050310Auth Success - Web login successful.
25/03/2016 07:54:29 GMT25/03/2016 07:54:29 GMTWarning (5)66050300Auth Fail - Web login failed.
25/03/2016 06:54:06 GMT25/03/2016 06:54:06 GMTError (4)68010302DHCP WAN IP - 82.28.105.62
25/03/2016 06:53:15 GMT25/03/2016 06:53:15 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/03/2016 22:48:28 GMT24/03/2016 22:48:28 GMTError (4)68010302DHCP WAN IP - 82.28.105.62
24/03/2016 22:47:36 GMT24/03/2016 22:47:36 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/03/2016 18:03:32 GMT24/03/2016 18:03:32 GMTError (4)68010302DHCP WAN IP - 82.28.105.62
24/03/2016 18:02:40 GMT24/03/2016 18:02:40 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/03/2016 06:42:08 GMT24/03/2016 06:42:08 GMTError (4)68010302DHCP WAN IP - 82.28.105.62
24/03/2016 06:41:16 GMT24/03/2016 06:41:16 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
23/03/2016 21:17:21 GMT23/03/2016 21:17:21 GMTError (4)68010302DHCP WAN IP - 82.28.105.62
23/03/2016 21:16:27 GMT23/03/2016 21:16:27 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
23/03/2016 15:00:55 GMT23/03/2016 15:00:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/03/2016 13:29:20 GMT23/03/2016 13:29:20 GMTError (4)68010302DHCP WAN IP - 82.28.105.62
23/03/2016 13:28:27 GMT23/03/2016 13:28:27 GMTError (4)68000407TOD established
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Jones-e
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.

A few days on and more disconnections. Can't put up with it like this, the last hub (SH1) was faultless.
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nigeyb
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.

I've now connected up my new Router which seems to have improved matters although (to be fair) the Superhub 2ac had held the wifi for the previous 24 hours.  I'd moved it as far away from the TV as I could with the lead which I think helped

Have you worked through the VM Guide to getting the best signal?

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Jones-e
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.

Have, tried various things, but seems random as to when it drops connection. Connected devices report good connection strength but loses Internet. Most time it's just one of the connections that go, generally the 2.4 ghz and occasionally the 5.0. Wired maybe every other day. It's in the same location and using the same configuration as I had on the SH1. Different settings have not improved the length between dropouts as I am currently having to reset hub at least once a day, (twice already today). I am fairly tech savvy, built pc's, repaired many, network admin at work etc. Looks like pot luck if you get a proper working hub or not.
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nigeyb
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.


Jones-e wrote: Looks like pot luck if you get a proper working hub or not.

Yep, given everything you say it does point to that as the most likely reason.  I hope you get it sorted soon.

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legacy1
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.


Jones-e wrote:
A few days on and more disconnections. Can't put up with it like this, the last hub (SH1) was faultless.

You could ask to go back.

 

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Jones-e
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Re: Superhub2 upgrade now frequently losing conections both wired & wifi.

Going back is an option but a last resort really, the new one allows us to have our better devices on 5 ghz and the slower older on 2.4. Plus I believe the SH1 won't handle the 200 meg speed, as I am paying for the top I would like to get the top. Really shouldn't be offering a service if it can't be delivered.

Could use modem mode but that would mean an extra plug plus wiring and I am trying to minimise this in the location I am using.
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