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Message 1 of 7 (107 Views)

Broadband superhub3 drops out

[ Edited ]

Hi 

Unfortunately a few months ago a lightening strike took out my Superhub 2 and was replaced by a superhub 3 which has lead to the internet dropping out 5 or 6 times a day. It has already been replaced once after an engineer visit and i have an engineer coming again on Saturday.

Having done a bit of research it seems there is an issue/s with the Superhub 3

Virgin support says it can't order a superhub2ac through their system and can only send an engineer

please take a look at the following and if possible point me in a direction to move forward. I am seriously thinking of cancelling virgin media after many years of good service.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/40956f7819935584fdedf3c9edea99951329e4dd-13-09-2017

 

 Date And Time Error Number Event Description
2017-09-11 18:45:03.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 18:47:46.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 19:01:47.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 19:01:47.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 19:59:21.00 82000400 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;
2017-09-11 20:00:00.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 20:48:26.00 82000400 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;
2017-09-11 20:49:19.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 20:51:31.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 21:16:36.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 21:17:25.00 82000400 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;
2017-09-11 22:13:37.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 22:13:43.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 22:14:31.00 82000400 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;
2017-09-11 22:51:18.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 22:51:19.00 82000400 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;
1970-01-01 00:01:37.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-11 23:03:30.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-12 07:21:39.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-09-12 07:22:28.00 82000400 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;

ChannelFrequency(Hz)Power
(dBmV)SNR
(dB)ModulationChannel ID1298750000-0.540.3256 qam212322750000-0.240.3256 qam243314750000-0.240.3256 qam234306750000-0.440.9256 qam225290750000-0.540.9256 qam206282750000-0.740.3256 qam197274750000-0.740.9256 qam188266750000-0.740.9256 qam179258750000-140.3256 qam1610250750000-0.740.9256 qam1511242750000-0.740.3256 qam1412234750000-0.440.3256 qam1313226750000040.3256 qam12142187500000.440.3256 qam11152107500000.740.3256 qam1016202750000140.3256 qam9171947500001.240.3256 qam8181867500001.440.3256 qam7191787500001.440.3256 qam6201707500001.540.9256 qam5211627500001.540.3256 qam4221547500001.940.9256 qam3231467500001.540.9256 qam2241387500001.540.9256 qam1

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
22 39400000 ATDMA 45.5 64 qam 6400000 5120I

There seems to be a lot of T3 ranging issues and maintenance request but I don't understand what that means.

Superhub says it has been online for 4 days but we have had multiple dropouts during that time

Any help, advice or information is greatly appreciated

*also used to use hub2 in modem mode with no issues but hub3 drops connection every 30 ish minutes

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Super solver
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Message 2 of 7 (94 Views)

Re: Broadband superhub3 drops out

If you've copied all the information correctly you only have 1 upstream channel locked.

If so, that's probably the cause of your problems.

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Message 3 of 7 (85 Views)

Re: Broadband superhub3 drops out

[ Edited ]

Thanks,

What should be done to fix this? Is it a Superhub problem or a line problem?

Just refreshed and downstream has 24 channels and upstream only 1 

 

 

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Super solver
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Message 4 of 7 (73 Views)

Re: Broadband superhub3 drops out

When the technician comes they'll be able to sort it hopefully.

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Message 5 of 7 (58 Views)

Re: Broadband superhub3 drops out

What should i be telling, or expecting him to do, the last one was in such a rush, swapped the hub and said "should be ok in 30 minutes bye"

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Message 6 of 7 (26 Views)

Re: Broadband superhub3 drops out

just an update following the techician's visit, He spent a lot of time with me explaining the logs etc and managed to find a small nick in the cable which he said was probably responsible.

I was a little skeptical but now have had 2 solid days without dropouts. also he said there was only 1 upstream channel as they were doing maintenance on the servers last week.

 

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Forum Team
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Message 7 of 7 (7 Views)

Re: Broadband superhub3 drops out

Hi blackshirtuk,

Thanks for keeping your thread up to date Smiley Happy

Good to hear that the engineer has resolved this fault.

Please let us know if we can help with anything else.

Take care.

Heather_J

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