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JJ-midlands
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Superhub keeps needing a reset. No Internet

Hello,

We've been having problems with our broadband and 2 things keep happening at random intervals throughout the day.

At times the traffic light on the superhub will blink green and the ready light won't be on.

Then at other times all the lights will be blue but the internet will still not be working. 

Normally turning the superhub off at the plug and back on again will solve the issue but it's getting annoying now and quite frustrating. 

I've had a look at the network log and it's full of 'No Ranging Response received - T3 time-out' errors.

I've included the downstream and upstream logs below:

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 307000000 267000000 275000000 283000000 291000000 299000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 58 53 54 55 56 57 59 60
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) -5.54 -5.34 -5.32 -5.60 -5.75 -5.67 -5.25 -4.70
RxMER (dB) 34.08 34.08 33.72 33.27 34.08 34.08 33.96 34.08
Pre RS Errors 74521 38167 56689 106320 72592 90265 154058 186847
Post RS Errors 1901 3661 4179 3482 4381 4384 3511 3669

 

US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 2 N/A N/A 3
Frequency (Hz) 31000000 N/A N/A 24400000
Ranging Status Success Other Other Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 49.71 N/A N/A 47.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

Has anybody else had this problem or have any thoughts?

Thank you.

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Forum Team (Retired) Adam_L
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Re: Superhub keeps needing a reset. No Internet

Hi JJ-midlands, 

 

Thanks for getting in touch! I am sorry to hear that your Hub needs to be reset regularly as the internet drops randomly throughout the day. This must be annoying, I apologise for any inconvenience.

 

I have tested things from here and I noticed that your upstream power levels are too high and will require an engineer to attend and investigate this further for you.

 

I will send you a PM (Purple envelope at the top) detailing what's required to proceed with making the booking, please respond to me there and I'll get this all booked and secured for you.

 

Take care,

Thanks, 

Adam.


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JJ-midlands
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Re: Superhub keeps needing a reset. No Internet

Update: A Virgin Media engineer came to take a look and couldn't find anything particularly wrong when he was there. He was very helpful though and noted that there had been a few local issues the past couple of weeks and also offered to change the hub. With the new hub in place everything seems back to normal.

Thank you for your help.

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Forum Team
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Re: Superhub keeps needing a reset. No Internet

Hi JJ-midlands,

 

Thanks for posting an update!

 

Glad to hear it's working for you now. Keep an eye on it and pop back to us if you get any more trouble.

 

All the best Smiley Very Happy

 

Josh


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