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Registered: ‎22-10-2016
Message 1 of 3 (71 Views)

WiFi issues after speed upgrades

[ Edited ]

Hello

 

I originally posted in a thread about the same issue that happened for someone else. But decided to open a separate thread (easier for me to track this).

Yesterday while I was working from home , using OpenVPN to login to my company network, I lost connectivity for a while. When I called your help line, I have heard that you were doing speed upgrades, and that it was temporary.

Unfortunately - since that time (Thursday 9am BST) , I', having constant trouble with my Superhub 3.0 modem, constantly dropping ALL wifi connections at ALL bands (both 2.4 and 5 GHz ones).

It happens several times during the day, completely randomly. Usually After a while the connection comes back, but on few occasions I had to reboot/power-cycle the super-hub to make it work again.

 

It's getting really annoying - I use the internet for both entertainment (mostly gaming and streaming (amazon prime), but also work, and since I'm on-call, and need to be able to do work in a middle of a night, and I rely on connectivity (OpenVPN) , this is becoming really annoying.

I would really like someone to look into it and fix it (happy for you to send your engineers to replace the superhub).

Account number
    removed 
Area reference
    14

The information below shows the current status of this Hub 3.0.

Standard specification compliant : DOCSIS 3.0
Hardware version : 10
Software version : 9.1.116V
Cable MAC address : **:**:**:**:**:**
Cable modem serial number : AAAP53495082
System up time : 0 days 2h:49m:30s


WAN IP settings
Your current Hub 3.0 internet settings are displayed below:
MAC address : **:**:**:**:**:**
IPv4 address : REDACTED
Default gateway : REDACTED
IPv4 lease time : 4 days 21h:48m:32s
IPv4 lease expire : 2017-05-24 16:27:06.00
IPv4 DNS servers : 194.168.4.100


I tried the usual tricks already (I'm a unix systems engineer) , including playing with channels.

I would really appreciate some help - unfortunately, I have zero patients to talk to the unhelpful people working on your help line (sorry but so far, that is the biggest let down of your services).

 

Kind regards

Gumochlon

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Tuning in
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Registered: ‎22-10-2016
Message 2 of 3 (56 Views)

Re: WiFi issues after speed upgrades

Here are some logs from the modem:

 

Refresh data
Network Log
Date And Time	Error Number	Event Description
2017-05-19 20:35:15.00	68000100	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:36:49.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:38:50.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:38:50.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:38:50.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:38:50.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 20:38:55.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:38:56.00	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:40:06.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:42:10.00	68000100	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:42:58.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:44:57.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:44:57.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:44:57.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:44:58.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 20:45:02.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:45:05.00	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:46:14.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-05-19 20:47:23.00	68000100	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


2017-05-19 20:48:55.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Forum Team
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Message 3 of 3 (32 Views)

Re: WiFi issues after speed upgrades

Hello Gumochlon

 

So sorry you were/are having problems and we did not manage to get to you sooner. The "partial service" and T3 timeouts in your log suggest upstream problems and if I look back at our network data I see exactly that on the area upstreams. It fixed itself in quite a short period before we had time to act and has been looking okay since. At the moment your hub is reporting as being online for the last 5 days with all levels nicely within spec so fingers crossed it has improved for you, please bring us up to date.

 

Thank you

Nicola

Virgin Media Forum Team
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