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paul_taylor
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Internet down. RG2 8 area.

Hi,

Our Superhub 2's Sync light has been flashing green since 8.30pm last night. Normally should be Blue.

Superhub logs show "Ranging Timeout", which i assume means it cannot communicate with the network. Catchup is also not working on our TiVo. But normal TV is OK.

This fault is not showing in the VM Service Status webpage.

Please can i get this resolved ASAP.

HP, Dell, IBM/Lenovo Certified Server Hardware engineer.
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Corinneangela
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Message 2 of 8
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Re: Internet down. RG2 8 area.

Much better to ring Virgin, can take a week to get a reply here.

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paul_taylor
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Re: Internet down. RG2 8 area.

Already have cheers.

Its the whole South Reading area apparently.

Huge outage.

HP, Dell, IBM/Lenovo Certified Server Hardware engineer.
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IamKhan
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Re: Internet down. RG2 8 area.

And next-door in Slough we got a complete outage since Friday 9th Dec after a serious problem which started Monday 5th when many people in SL2 lost connections in the middle of the night. My connection speeds fell sharply from 221Mbit/sec down to a flaky 2-10Mbit/sec with many disconnections until 11am Friday 9th Dec when the Hub 3.0 box just started to flash the green light.

I've been phoning VM since Last Monday, explaining in detail what has happened but I just seemed to be ignored by people called "Ken", a "John", a "Natalia", a "Francis", a "Julia" and so on. All of them are sitting in India and they haven't the foggiest. They run simple tests, reboot your router and remote login to your computer but don't actually have a clue on the technology. The only one chap I spoke to who clearly understood the problem, as he could see the power levels and SNR levels, was somebody who I think was based in Ireland. He was the one who actually tried to help me but was helpless as the engineers were overbooked.

I honestly never imagined things were this bad at VM when a connection problem arose.

Sitting here feeling like I've been fobbed off by every Dick and Harry at VM with nothing resolved for my £46/mo broadband.

Box light just flashes green...

"My name is... KHAN" -- Star Trek Into Darkness
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paul_taylor
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Message 5 of 8
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Re: Internet down. RG2 8 area.

So our internet came back on yesterday, but its not running like it normally does.

We normally see 170mb / 12mb and 10ms ping times.   Currently 60mb, and 0.5mb upload. 75ms ping.

I notice from the modem, the Upstream seems to be failing on some channels. So im guessing there is still an issue in this area ?. Please can an admin confirm ?. I cannot get through the support line this morning. Was in the queue for 27mins and i just gave up.

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID3421
Frequency (Hz)32600000258000003940000046200000
Ranging StatusAbortedSuccessAbortedAborted
Modulation16QAM16QAM16QAM16QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size4444
Power Level (dBmV)48.5049.5047.5047.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1315786141
T4 Timeouts000

0

 

HP, Dell, IBM/Lenovo Certified Server Hardware engineer.
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paul_taylor
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Message 6 of 8
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Re: Internet down. RG2 8 area.

Ok, so ignore previous post.

Factory reset Superhub 2 by sticking a pin in it for 20 seconds. (Not been done for 2yrs).
Booted it back up. Powered off and removed power for a few mins.

Powered backup, logged into it and stuck it into Modem Mode (As i have my own Router equipment).

Now giving 220mb down, 13mb up, and 12ms Ping.
So it seems the SuperHub just needed a full reset. Odd.
HP, Dell, IBM/Lenovo Certified Server Hardware engineer.
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Corinneangela
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Message 7 of 8
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Re: Internet down. RG2 8 area.

Glad you got it sorted Smiley Happy

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IamKhan
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Message 8 of 8
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Re: Internet down. RG2 8 area.

Just to update here. The service seems to be back up and running. *thumbs up*

"My name is... KHAN" -- Star Trek Into Darkness
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