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Registered: ‎08-01-2012
Message 1 of 30 (1,245 Views)

SuperHub 2 extremely slow speeds

Since upgrading from 100Mb to 200Mb I have intermittent massive slows down to below 1Mb. Rebooting the router clears the issue but getting fed up having to do this on a regular basis.

Today rather than rebooot I spoke to customer services today and the advice was to change the 2.4Ghz wifi to channel 11 (I'm using wired for all my testing) which is irrelevant and then to power router of for 1 hour followed by a factory reset which will resolve the issue. When the issue first started occurring I tried a factory reset as had similar issues a year ago which were cleared by doing so.

Latest failure the router logs shows errors:-

Network Log
First Time Last Time Priority Error Number Description
28/02/2016 05:25:31 GMT 28/02/2016 05:25:31 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:31 GMT 28/02/2016 05:25:31 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:31 GMT 28/02/2016 05:25:31 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:31 GMT 28/02/2016 05:25:31 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:31 GMT 28/02/2016 05:25:31 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:30 GMT 28/02/2016 05:25:30 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:30 GMT 28/02/2016 05:25:30 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:30 GMT 28/02/2016 05:25:30 GMT Warning (5) 84020200 Lost MDD Timeout
28/02/2016 05:25:25 GMT 28/02/2016 05:25:25 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
28/02/2016 05:25:25 GMT 28/02/2016 05:25:25 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync

And TBB shows the following

 90e904749c935c8cabc0450bbd0ff8b5-28-02-2016.png

Really appreciate some help in getting this resolved, doe the original superhub 2 have any known issues at 200Mb, wondered is superhub 3 might help.

Mark

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Message 3 of 30 (2,440 Views)
Helpful Answer
confirmed by mjkidd
‎28-02-2016 14:01

Re: SuperHub 2 extremely slow speeds

[ Edited ]

Have you noticed any changes to the downstream stats on your Superhub, such as new channel numbers or frequencies?

I got something very similar a couple of months ago when two new downstream channels were introduced in my area (251000000 and 259000000Hz). Whenever my hub connected to them speeds would drop to 1Mb and packet loss would show on the TBB graph, pretty much identical to what you're seeing. 

Phone support were useless but I was able to solve it by PM'ing one of the staff on this forum who agreed there was a problem and raised a fault.

See where this Helpful Answer was posted

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Superuser
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Message 5 of 30 (2,404 Views)
Helpful Answer
confirmed by mjkidd
‎28-02-2016 14:26

Re: SuperHub 2 extremely slow speeds

You will get Post RS errors during the time the modem is ranging and locking to docsis 3. as long as the numbers are not constantly going up then nothing to worry about. 

The stats are fine. If you get the fault again please post back with the stats.


200Mb(SH2 SH2AC Hub 3.0), 2 X V6 TV XL, Phone M. 100Mb Business (Hitron Hub).

See where this Helpful Answer was posted

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Message 11 of 30 (1,583 Views)
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confirmed by mjkidd
‎28-02-2016 15:58

Re: SuperHub 2 extremely slow speeds

Hi.

Now then, I know that when a port is a yellow/amber/orange colour all it means is that the ethernet is connecting at maximum 100Mb speed. a GREEN light on the ethernet port of the superhub means it's connecting at gigabyte speeds which means it can achieve OVER 100Mb speeds. HOWEVER, I ALSO had a yellow/amber/orange light on the port of the superhub that my Ethernet was in. Virgin tech support and website articles were telling me that all it means is it's connecting at Maximum 100Mb instead of over 100Mb, this is true. HOWEVER, my superhub was actually faulty, there is a strong possibility, that the yellow/amber/orange light on the SUPERHUB means that the superhub is faulty.

What I would do in this situation is to get a superhub 3. If you already have one then get new one.

Good luck.

See where this Helpful Answer was posted


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Superuser
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Message 2 of 30 (1,239 Views)

Re: SuperHub 2 extremely slow speeds

Something broke about half 5 looking at that graph. Something broke bad.
~~~~~~~~~~~~~~~~~~~~~~~~~
All posts made are personal opinions as I do not work for VirginMedia.
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Message 3 of 30 (2,441 Views)
Helpful Answer
confirmed by mjkidd
‎28-02-2016 14:01

Re: SuperHub 2 extremely slow speeds

[ Edited ]

Have you noticed any changes to the downstream stats on your Superhub, such as new channel numbers or frequencies?

I got something very similar a couple of months ago when two new downstream channels were introduced in my area (251000000 and 259000000Hz). Whenever my hub connected to them speeds would drop to 1Mb and packet loss would show on the TBB graph, pretty much identical to what you're seeing. 

Phone support were useless but I was able to solve it by PM'ing one of the staff on this forum who agreed there was a problem and raised a fault.

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Message 4 of 30 (1,216 Views)

Re: SuperHub 2 extremely slow speeds

Unfortunately I did not save the downstream when the fault was there, current downstream and upstream:-

Lots of pre and post RS errors on DS-2 - is that something to be concerned about

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

Frequency (Hz)266750000274750000282750000290750000298750000306750000314750000322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID56789101112
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)1.691.771.461.541.641.550.970.60
RxMER (dB)37.3637.3636.8435.9737.0936.3937.0937.36
Pre RS Errors84287881121012316015219861049
Post RS Errors59346451038963305317925964

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID33N/AN/A35
Frequency (Hz)46200000N/AN/A32600000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)42.50N/AN/A41.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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Superuser
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Message 5 of 30 (2,405 Views)
Helpful Answer
confirmed by mjkidd
‎28-02-2016 14:26

Re: SuperHub 2 extremely slow speeds

You will get Post RS errors during the time the modem is ranging and locking to docsis 3. as long as the numbers are not constantly going up then nothing to worry about. 

The stats are fine. If you get the fault again please post back with the stats.


200Mb(SH2 SH2AC Hub 3.0), 2 X V6 TV XL, Phone M. 100Mb Business (Hitron Hub).
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Message 6 of 30 (1,204 Views)

Re: SuperHub 2 extremely slow speeds

Errors going up all the time, now up to :- not sure wht but formatting has now gone to pot

Downstream DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8Frequency (Hz)266750000274750000282750000290750000298750000306750000314750000322750000Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLockedChannel ID56789101112Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAMSymbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000Interleave DepthI=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17Power Level (dBmV)1.681.751.421.451.551.530.940.57RxMER (dB)37.6437.3636.8435.9737.0936.6137.0937.36Pre RS Errors880113240122812587095269921061Post RS Errors59361351038963305317925964

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Registered: ‎26-02-2016
Message 7 of 30 (1,202 Views)

Re: SuperHub 2 extremely slow speeds

Your problem sounds exactly like the problem I had late last year.

It was PERMANENTLY fixed for me when I got the superhub 3. So maybe this problem is caused by upgrading from 100Mb to 200Mb but still using the old superhub 2.

My theory is that there are many super hubs out there that are faulty because I have seen A LOT of people with this exact issue, they upgraded from 100Mb to 200Mb and after they got a new super hub, regardless of whether it is a superhub 2 OR superhub 3, the problem was gone.

Can I ask please, when you are using a WIRED Ethernet connection, what is the colour of the port on the superhub that the Ethernet is plugged into?

 

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Superuser
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Message 8 of 30 (1,191 Views)

Re: SuperHub 2 extremely slow speeds

Might be better to take a screenshot of the stats pages and upload to the forum. 


200Mb(SH2 SH2AC Hub 3.0), 2 X V6 TV XL, Phone M. 100Mb Business (Hitron Hub).
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Message 9 of 30 (1,176 Views)

Re: SuperHub 2 extremely slow speeds

All four ports are yellow, some meaning there ?

Any tips on how to get the superhub replaced? Have tried suggesting that on the phone but get fobbed off.

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Message 10 of 30 (1,174 Views)

Re: SuperHub 2 extremely slow speeds

DS-2 errors still increasing, but speeds are not currently affectedScreenshot 2016-02-28 15.04.11.png

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