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Mnemoquix
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Wired disconnection

Good afternoon,

I'm wondering if anyone could help me. I'm a VM SuperHub 2 user. VM has provide the service I needed since day 1: streaming, online games (PS4 and PC), download - everything!

About 2 months ago I've started to experience connection issues, which never happened. 

  1. I keep getting disconnect from wired connection. When diagnosed, it says the 'router point' is broken. However, when I diagnosed the problem again it says there is nothing wrong with my SuperHub 2. My wired connection keep dropping off even when I'm not browsing or using any clients/softwares that required connection.

  2. My wireless seemed to be experiencing some connection issue as well. Every games I try to connect to now (within UK) labelled my connection as 'Strict' or just 1 bar connection whilst before it was Open/full bar connection. I thought it was just the wireless issue, so I wired my PS4 and the same problem occurred.

Things I've done to try to solve the issue:

  • Port Forwarding
  • Reset my router
  • Changed my wireless channel
  • Double checked if any of the connections are blocked by fire wall
  • Factory reset
  • Changed my passwords over and over again, in-case someone managed to connect to my wireless network

None of these works. Could anyone please help me or refer me to anybody that could? Is it possible for me to get a new router?

Many thanks,
-M

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connbob
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Re: Wired disconnection

Hi,

Sounds strange, I'd recommend speaking to the technical support at 150 (VM phone) or 0345 454 1111 (non-VM number) where they can run more diagnostics and if necessary, book a technician. Hope this helps!

------------------------
Regards, Conn
(I do not work for VM, just like to help the community out, so I may be wrong Smiley Happy)

Homeworks + 300mbps, TiVo V6 Box, Talk Anytime
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Superuser
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Message 3 of 6
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Re: Wired disconnection

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

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Mnemoquix
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Re: Wired disconnection

Hi, 

Here's the log I've copied from my GUI. I have no clue whatsoever, is there something wrong with it?

Downstream

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

Frequency (Hz) 218750000 170750000 178750000 186750000 194750000 202750000 210750000 226750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 7 1 2 3 4 5 6 8
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) 10.98 11.30 11.19 11.26 11.28 11.24 11.05 10.98
RxMER (dB) 38.26 38.26 37.94 37.94 38.26 38.26 38.26 38.26
Pre RS Errors 89512 46849 11068 13688 489 547 582 489
Post RS Errors 292 297 279 284 352 291 334 337

 

Upstream

  US-1 US-2 US-3 US-4

Channel Type 2.0 2.0 N/A N/A
Channel ID 39 42 N/A N/A
Frequency (Hz) 32600000 60300000 N/A N/A
Ranging Status Success Success Other Other
Modulation 64QAM 64QAM N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 4 4 N/A N/A
Power Level (dBmV) 47.00 47.50 N/A N/A
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
18/01/2017 18:40:06 GMT 18/01/2017 18:40:06 GMT Error (4) 68000411 TOD error 4980 msec
15/01/2017 16:51:44 GMT 15/01/2017 16:51:44 GMT Error (4) 68010302 DHCP WAN IP - removed
15/01/2017 16:50:41 GMT 15/01/2017 16:50:41 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
15/01/2017 10:26:12 GMT 15/01/2017 10:26:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
14/01/2017 14:13:28 GMT 14/01/2017 14:13:28 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
14/01/2017 00:51:19 GMT 14/01/2017 00:51:19 GMT Error (4) 68000411 TOD error 4740 msec
13/01/2017 00:31:00 GMT 13/01/2017 00:31:00 GMT Error (4) 68010302 DHCP WAN IP - removed
13/01/2017 00:29:57 GMT 13/01/2017 00:29:57 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
11/01/2017 19:58:22 GMT 11/01/2017 19:58:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
11/01/2017 17:54:02 GMT 11/01/2017 17:54:02 GMT Error (4) 68010302 DHCP WAN IP - removed
11/01/2017 17:53:00 GMT 11/01/2017 17:53:00 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
11/01/2017 17:51:34 GMT 11/01/2017 17:51:34 GMT Notice (6) 69011200 SW download Successful - Via Config file
11/01/2017 17:46:40 GMT 11/01/2017 17:46:40 GMT Error (4) 68010302 DHCP WAN IP - removed
11/01/2017 17:46:06 GMT 11/01/2017 17:46:06 GMT Notice (6) 69010200 SW Download INIT - Via Config file tftp file-********
11/01/2017 17:46:02 GMT 11/01/2017 17:46:02 GMT Error (4) 68000407 TOD established
11/01/2017 17:45:56 GMT 11/01/2017 17:45:56 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
11/01/2017 17:45:50 GMT 11/01/2017 17:45:50 GMT Notice (6) 84000510 Downstream Locked Successfully

 

[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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Superuser
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Message 5 of 6
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Re: Wired disconnection

Your downstream power levels are too high and need to be looked at by a VM tech.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Forum Team
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Re: Wired disconnection

Hi Mnemoquix,

 

Welcome to the Community!

 

Really sorry to hear you're having trouble with your connection.

 

As griffin has pointed out, you've got an issue with your Downstream Power level that will need to be adjusted by a technician. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange for a technician to check it out.

 

Speak soon Smiley Very Happy

 

Josh


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


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