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ipc103
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Superhub 2 keeps locking up

Hi there, sorry to trouble you with a problem but I want to see if someone can help me out here. I have a Superhub 2 which must be somewhere over 2 years old and about 2 days ago it started locking up - not giving IP addresses on wired connections and showing the wireless SSIDs but nothing could connect.

Having spoken to two very helpful people yesterday who asked me to restart my router and "changed the channel" and "updated the package" both assuring me that the problem was fixed and everything would be fine from there - one of them even promised to monitor my connection to confirm - it has since dropped out again and today not lasted very long.

Today speaking to support the remote end says it is not connected but the router thinks it is any they wont do anything without an engineer visiting but there isn't an engineer available for a whole week. A WHOLE WEEK. To me it looks like the line is fine (after all, no problems whatsoever with the TiVo) but a problem with the hub itself - am I being stupid here? Can I just replace the hub? I still have the old modem I could try but I don't want to do anything that will mess with the settings on the line.

Is there anything I or anyone can do to get this sorted quicker?

Thanks

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ipc103
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Re: Superhub 2 keeps locking up

For reference the logs are as follows:

First TimeLast TimePriorityError NumberDescription
27/01/2017 18:49:48 GMT27/01/2017 18:49:48 GMTError (4)68010302DHCP WAN IP - 82.33.x.x
27/01/2017 18:48:44 GMT27/01/2017 18:48:44 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
27/01/2017 07:02:49 GMT27/01/2017 07:02:49 GMTError (4)68010302DHCP WAN IP - 82.33.x.x
27/01/2017 07:01:46 GMT27/01/2017 07:01:46 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/01/2017 21:55:25 GMT26/01/2017 21:55:25 GMTError (4)68010302DHCP WAN IP - 82.33.x.x
26/01/2017 21:54:20 GMT26/01/2017 21:54:20 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/01/2017 21:48:03 GMT26/01/2017 21:48:03 GMTError (4)68010302DHCP WAN IP - 82.33..x.x
26/01/2017 21:46:59 GMT26/01/2017 21:46:59 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/01/2017 21:20:38 GMT26/01/2017 21:20:38 GMTError (4)68010302DHCP WAN IP - 82.33.x.x
26/01/2017 21:19:32 GMT26/01/2017 21:19:32 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/01/2017 20:44:18 GMT26/01/2017 20:44:18 GMTError (4)68010302DHCP WAN IP - 82.33.x.x
26/01/2017 20:43:12 GMT26/01/2017 20:43:12 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/01/2017 19:06:44 GMT26/01/2017 19:06:44 GMTError (4)68010302DHCP WAN IP - 82.33.x.x
26/01/2017 19:05:42 GMT26/01/2017 19:05:42 GMTError (4)68000407TOD established

Downstream:

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

Frequency (Hz)299000000267000000275000000283000000291000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID139101112141516
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)0.02-0.20-0.020.050.190.250.340.00
RxMER (dB)37.0936.6136.8436.3937.0936.8437.0936.84
Pre RS Errors
288281301283286294288310
Post RS Errors
277274299281283294280289

Upstream:

  US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID2N/AN/A3
Frequency (Hz)31000000N/AN/A24400000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)45.75N/AN/A45.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Any help greatly appreciated.

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Re: Superhub 2 keeps locking up

Hi ipc103,

 

Welcome to the Community!

 

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

 

I've run a diagnostic on your equipment and I can see an issue with your Modem SNR that will need to be checked out. I've send you a private message (purple envelope at the top right of your screen) so I can arrange for a technician to take a look.

 

Speak soon Smiley Very Happy

 

Josh


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


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ipc103
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Re: Superhub 2 keeps locking up

Hi Josh, thank for the reply.

Playing with some router settings (turning off wifi, etc) I managed to get an up time over 24h before it gave up again and would do more than about an hour. On Thursday my wait was up and your technician arrived and replaced the router. I've not had it drop out since, which is good. If there is still an issue on the SNR is this not something that your technician should have picked up when he took out the Superhub 2?

Ian

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Re: Superhub 2 keeps locking up

Hi Ian,

 

That's great, I'm glad to hear it hasn't dropped out since.

 

It's unusual that he didn't check the Modem SNR levels. I've run a diagnostic again and it's still showing the channel SNR level is a bit low. Although it's not affecting your connection at the moment, there is potential for it to cause issues down the line.

 

I'd like to arrange for a technician to check this out for you. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Look forward to hearing from you! Smiley Very Happy

 

Josh


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


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