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mightyoakbob
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More SH3 Modem mode woes - not fixed please help

Many months on and I'm still having the same problem which only started when I got the SH3 upgrade, for years before that it was fine.

Last night I made a settings change to my wi-fi and that resulted in the router (asus RT-N66U) re-booting. As soon as it finished booting up came the error again, "No WAN connection DHCP failed". Yet again, since SH3 my router could not get a WAN IP address through the SH3 in modem mode because DHCP failed.

After several attempts at re-booting I phoned Virgin. I told what sounded like an Indian lady about the problem and that last year on several ocasions her colleagues had tweaked something somewhere and got DHCP to work for me and got my Internet restored. I asked her to look at my notes to see what others had done but she refused, very politely refused. Thanks!

For two hours after that I tried everything I could think of to get it to work. Re-booting the router, then the modem/mode SH3 then the other way around and then re-booted them both together. By shear luck and I'm convinced it was just a fluke, eventually the re-boot of SH3 did allow DHCP to work and I got Internet. The issue is obviously not fixed and I dread the next time I re-boot my router.

At one point I thought as a temporary measure I would put the SH3 into router mode at least then I could have some Internet, maybe even use double NAT just to get service. I could find no way to put the SH3 back into normal mode. I tried the hidden factory default / hard reset button but that re-booted and came back up in modem mode. How do you put it back if you can't talk to it because the router thinks the wan is dead.

What can I do to resolve this guys, it is driving me nuts.

Should I write a letter to someone? Any suggestions who? Address? Would anyone give a monkey's?

I'll be honest, I have stayed with Virgin despite their extortionate pricing for one reason, RELIABILITY. The worst we do is watch some netflix I don't need 100Mb for that, 40 is more than enough. If the reliability has gone, what am I paying all this money for? Plusnet for example are much cheaper for 38Mb which is fine for us.

Thanks in advance for any help / advice i really need this fixed, it is well past funny.

Cheers,

Bob.

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Andruser
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Re: More SH3 Modem mode woes - not fixed please help

Give it a few days/weeks, see if the new firmware for the Hub 3 fixes it.  If it doesn't then realistically there isn't going to be any further firmware upgrades, and the performance of the Hub 3 will be set in stone (unless another forum member can come up with a fix).  You certainly can complain, and if you're persistent enough you might eventually get a secondhand SH2ac, but don't bank on it.  Some lucky few get their request answered, probably the majority don't.  

But if you can't get a SH2ac, you don't need the speed, and the service is flakey why put up with the cost of Virginmedia?  I think you're already seeing it this way.  One thing I would say is if you're leaving because of the service and poor hub, going to a high churn mass market outfit (Sky, BT, EE, Plusnet, Talktalk) will be as bad.  When things work, low cost can be fine, but when things go wrong you find out who actually cares about their customers.  Is it worth saving a few quid a month to risk that?  I'd suggest looking at the customer ratings for ISPs at ispreview.co.uk and seeing what you conclude.  If/when I leave VM, its likely to be for somebody like Zen Internet, or on the even smaller specialist ISPs.

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vircom
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Re: More SH3 Modem mode woes - not fixed please help

Firmware updates are rolled out over a period of time. Switching your hub off for a few minutes then back on again will initiate the update if it is available for your area. I have usually had to switch the hub back off and on again after an update to get everything working properly.

EDIT I'm sure that several people on this forum have connected ASUS routers to the hub3 without the need for special settings. Hopefully one or more of them will report their experience.

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John_Gray
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Re: More SH3 Modem mode woes - not fixed please help

Don't know whether my notes on Hub 3.0 will help?

Virgin Media Hub 3.0 ROUTER mode configuration

If lower solid rectangular light is WHITE
  Hub 3.0 is in router mode
  admin GUI accessed at 192.168.0.1
  all four ethernet ports are active

If lower solid rectangular light is MAGENTA
  Hub 3.0 is in modem mode
  admin GUI accessed at 192.168.100.1
  any ethernet port can be used to connect to the customer router
    BUT that 'turns off' all the remaining three ports

 


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Andruser
Fibre optic
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Message 2 of 5
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Re: More SH3 Modem mode woes - not fixed please help

Give it a few days/weeks, see if the new firmware for the Hub 3 fixes it.  If it doesn't then realistically there isn't going to be any further firmware upgrades, and the performance of the Hub 3 will be set in stone (unless another forum member can come up with a fix).  You certainly can complain, and if you're persistent enough you might eventually get a secondhand SH2ac, but don't bank on it.  Some lucky few get their request answered, probably the majority don't.  

But if you can't get a SH2ac, you don't need the speed, and the service is flakey why put up with the cost of Virginmedia?  I think you're already seeing it this way.  One thing I would say is if you're leaving because of the service and poor hub, going to a high churn mass market outfit (Sky, BT, EE, Plusnet, Talktalk) will be as bad.  When things work, low cost can be fine, but when things go wrong you find out who actually cares about their customers.  Is it worth saving a few quid a month to risk that?  I'd suggest looking at the customer ratings for ISPs at ispreview.co.uk and seeing what you conclude.  If/when I leave VM, its likely to be for somebody like Zen Internet, or on the even smaller specialist ISPs.

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mightyoakbob
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Re: More SH3 Modem mode woes - not fixed please help

Thanks for the info and advice. Is there a way to get the new firmware?

 

Bob.

 

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vircom
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Re: More SH3 Modem mode woes - not fixed please help

Firmware updates are rolled out over a period of time. Switching your hub off for a few minutes then back on again will initiate the update if it is available for your area. I have usually had to switch the hub back off and on again after an update to get everything working properly.

EDIT I'm sure that several people on this forum have connected ASUS routers to the hub3 without the need for special settings. Hopefully one or more of them will report their experience.

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John_Gray
Superfast
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Message 5 of 5
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Re: More SH3 Modem mode woes - not fixed please help

Don't know whether my notes on Hub 3.0 will help?

Virgin Media Hub 3.0 ROUTER mode configuration

If lower solid rectangular light is WHITE
  Hub 3.0 is in router mode
  admin GUI accessed at 192.168.0.1
  all four ethernet ports are active

If lower solid rectangular light is MAGENTA
  Hub 3.0 is in modem mode
  admin GUI accessed at 192.168.100.1
  any ethernet port can be used to connect to the customer router
    BUT that 'turns off' all the remaining three ports