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The Sorcerer’s Apprentice
NeilR
Posts: 34
Registered: ‎04-06-2011
Helpful Answer

Daily internet outages with the VirginMedia SuperHub

My home has been experiencing a complete and sudden internet outage, every day for the last few weeks (starting before Xmas 2013).

 

The outages usually last between 10 to 15 minutes and occur at random times of the day. However they are practically every day.

We were recently upgraded to the VirginMedia SuperHub in November 2013.

Roughly 2 weeks later I started noticing a constant lag when playing online games such as : DoTA2, Starcraft 2, Team Fortress 2 and Path Of Exile. Each of these games are hosted in different countries and by different companies and yet my lag was consistent with each game. The lag was still playable and so I hoped it would simply resolve itself after time.

The lag did eventually disappear in late December but now we are experiencing daily outages. It has gotten worse in the last week as we are sometimes having more than 2 outages in a day. It has become a real problem as our business backups are unable to complete.

 

The following is the information on our 'new and improved' SuperHub:

 

 Cable Modem    EuroDOCSIS

 Serial Number   2HA538UB0CA07

 Boot Code Version          2.3.0beta7

 Software Version             V2.38.01

 Hardware Version           2.00

 CA Key  Installed

 

The VirginMedia status website (https://my.virginmedia.com/faults/service-status) has shown a different fault during the last few weeks but the title does not suggest it would affect me

e.g. a loss of WiFi in the London Underground

London is roughly 210 miles away from me so I do not understand why this would display when I enter my Bolton postcode.

The current fault being displayed relates to the iOS version of the TV Anywhere app.

Again this does not explain a consistent daily outage.

In most outages  we unplug the SuperHub for 30 seconds, however this does not restore the internet.

Upon restoring power to the SuperHub, the top light is a constant green before eventually turning blue (internet restored), the middle light is a constant green (a tick icon) and the bottom light flashes as normal (WiFi).

 

Recently we have noticed a loss of WiFi provided by the SuperHub at the same moment the internet is lost.

 

We believe the super hub is in fact faulty however would it be possible to get confirmation of this suspicion?

Are there any checks or settings I can perform on my end?

 

The following is a log of the outages I recorded, hoping to see a pattern however there is nothing obvious standing out.

Date - Outage started - Internet restored

 04/01/2014 - 18:49 - 19:06

 06/01/2014 - 12:47 - 01:06

 07/01/2014 - 19:21 - 19:27

 08/01/2014 - 18:42 - 18:46

 08/01/2014 - 22:10 - 22:12

 08/01/2014 - 00:07 - 00:11

 10/01/2014 - 01:24 - ?

 10/01/2014 - 16:34 - 16:49

 11/01/2014 - 01:43 - 01:50

 11/01/2014 - 02:54 - ?

 11/01/2014 - 22:10 - 22:26

 11/01/2014 - 22:36 - 22:43

 

Thank you for any assistance in this matter,

Neil.

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The Sorcerer’s Apprentice
NeilR
Posts: 34
Registered: ‎04-06-2011

Re: Daily internet outages with the VirginMedia SuperHub

The following are the Downstream power levels

 

https://imageshack.com/i/nqdsukp

 

The Upstream power levels

 

https://imageshack.com/i/0sl1cdp

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Superuser
griffin
Posts: 4,837
Registered: ‎17-10-2010

Re: Daily internet outages with the VirginMedia SuperHub

The light sequence you are seeing is perfectly normal behaviour when the hub is booting up as it is going through it's initial ranging and registration process.

 

Your power levels look fine with only 1 T4 error recorded showing an internet connection drop. Posting the network log would help.

 

It looks like that the wireless connection is dropping rather than the internet. Do any devices connected wired directly to the hub loose connection as well? If not it looks like the wireless is causing the internet drops.

 

You could try changing the wireless channel manually. Downloading a wireless scanner like http://www.metageek.net/products/inssider/ would help by showing you the surrounding wireless networks, the channels they are broadcasting on, and their signal strengths, so you can select the best wireless channel.
I would also check for other sources of wireless interference such as chordless phones, baby monitors, a\v streaming devices etc.

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The Sorcerer’s Apprentice
NeilR
Posts: 34
Registered: ‎04-06-2011

Re: Daily internet outages with the VirginMedia SuperHub

[ Edited ]

Thank you griffin for the quick reply.

Unfortunately the network log for my hub is empty and has been empty since my post yesterday. I figured the logs were emptied after I reset the superhub yesterday however they remain empty even now (20 hours later). Is this normal?

In answer to your question, we have roughly 4 devices connected to the super hub via ethernet cable and each of them loses the internet during the outage.

I have changed the wireless channel regardless after I noticed a neighbour's virgin media wifi was running on the same channel as my superhub.

 

As for any outages, I have not been on the internet very much today and as a result have not noticed any outages however our backup did run fine last night. The only thing that has changed since last night is the new wifi channel.

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Forum Team
John_G
Posts: 5,815
Registered: ‎20-05-2013

Re: Daily internet outages with the VirginMedia SuperHub

Hi Neil,

 

I've looked into your connection and can see no issues. I noticed a drop in the networks SNR a few days ago that has resolved itself. This dropped to a point that would certainly affect your speed but no necessarily cause a drop offline. The hub is currently showing as having been online for the last day and half with only that single T4. If you could keep an eye on the lights for us and next time the net drops out, check if the hub has dropped completely offline (top light flashing middle off) or just gone back to a boot up state (Green top light and middle flashing) We may need to get a replacement out to you depending on the cause. 


John
Help & Support Forum Team

Problem Solved?Fault with your service?We did warn you!
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The Sorcerer’s Apprentice
NeilR
Posts: 34
Registered: ‎04-06-2011

Re: Daily internet outages with the VirginMedia SuperHub

Hi John, my connection has dropped again 15 minutes ago and just now come back. The downtime seems to average 15 minutes.
During the outage I was watching the superhub lights and they appeared to be the normal colours and flashing - the top light (internet) remained blue with a steady flashing on/off, the middle light (tick icon) was a constant green and the bottom light (WiFi) was green and flashing continuously.
I was able to access the superhub during the downtime and found a single entry in its Network Log:

12/01/2014 23:18:33 2436694078 TOD established
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Crafty
Torque
Posts: 32
Registered: ‎03-10-2010

Re: Daily internet outages with the VirginMedia SuperHub

[ Edited ]

Hi NeilR,

 

I'm in Little Lever, Bolton and am experiencing the exact same problems. I have checked my windows eventlogs and a DNS error is reported during each outage, due to no internet connection. Many of the event match your timings exactly.

 

Warning    13/01/2014 20:08    DNS Client Events    1014
Warning    13/01/2014 20:08    DNS Client Events    1014
Warning    13/01/2014 20:05    DNS Client Events    1014
Warning    13/01/2014 20:05    DNS Client Events    1014
Warning    13/01/2014 20:04    DNS Client Events    1014
Warning    13/01/2014 20:03    DNS Client Events    1014
Warning    13/01/2014 19:57    DNS Client Events    1014
Warning    13/01/2014 19:55    DNS Client Events    1014
Warning    11/01/2014 22:38    DNS Client Events    1014
Warning    11/01/2014 22:37    DNS Client Events    1014
Warning    11/01/2014 22:12    DNS Client Events    1014
Warning    11/01/2014 22:11    DNS Client Events    1014
Warning    11/01/2014 15:17    DNS Client Events    1014
Warning    11/01/2014 03:06    DNS Client Events    1014
Warning    10/01/2014 22:34    DNS Client Events    1014
Warning    10/01/2014 16:35    DNS Client Events    1014
Warning    10/01/2014 01:23    DNS Client Events    1014
Warning    09/01/2014 00:44    DNS Client Events    1014
Warning    09/01/2014 00:08    DNS Client Events    1014
Warning    08/01/2014 22:11    DNS Client Events    1014
Warning    08/01/2014 18:42    DNS Client Events    1014
Warning    07/01/2014 19:20    DNS Client Events    1014
Warning    07/01/2014 09:56    DNS Client Events    1014
Warning    06/01/2014 00:46    DNS Client Events    1014
Warning    04/01/2014 18:48    DNS Client Events    1014
Warning    03/01/2014 08:45    DNS Client Events    1014
Warning    01/01/2014 23:26    DNS Client Events    1014
Warning    01/01/2014 23:26    DNS Client Events    1014
Warning    01/01/2014 23:26    DNS Client Events    1014
Warning    01/01/2014 23:26    DNS Client Events    1014
Warning    01/01/2014 23:26    DNS Client Events    1014
Warning    01/01/2014 23:21    DNS Client Events    1014
Warning    01/01/2014 23:21    DNS Client Events    1014
Warning    01/01/2014 15:49    DNS Client Events    1014
Warning    01/01/2014 15:49    DNS Client Events    1014
Warning    01/01/2014 15:49    DNS Client Events    1014
Warning    01/01/2014 15:34    DNS Client Events    1014
Warning    31/12/2013 18:54    DNS Client Events    1014
Warning    31/12/2013 18:54    DNS Client Events    1014
Warning    31/12/2013 18:54    DNS Client Events    1014
Warning    31/12/2013 18:53    DNS Client Events    1014
Warning    31/12/2013 18:52    DNS Client Events    1014
Warning    29/12/2013 22:54    DNS Client Events    1014
Warning    28/12/2013 03:19    DNS Client Events    1014
Warning    28/12/2013 03:19    DNS Client Events    1014

There are no events reported before 28/12/2013.

 

I have called tech support but they just told me that it's my superhub and they have now fixed it by sending some signals. I told them it is not an issue with my equipment, but their network. I am waiting for a call back from the next level of support.

 

Torque

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The Sorcerer’s Apprentice
NeilR
Posts: 34
Registered: ‎04-06-2011

Re: Daily internet outages with the VirginMedia SuperHub

I was beginning to suspect their network was at fault considering my superhub remains accessible.
Please let me know what they say next call back.
I intend to phone up too and let them know I am having an identical issue.
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Crafty
Torque
Posts: 32
Registered: ‎03-10-2010

Re: Daily internet outages with the VirginMedia SuperHub

Hi NeillR,

 

I did not receive the promised call back from Virgin.When i have a spare hour to go through the rigmarole of contacting support I'll try again, Please let me know if you have more luck.

 

To the moderators is there any way you can escalate this issue, its very doubtful that its only effecting myself and NeillR.

 

Torque

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The Sorcerer’s Apprentice
NeilR
Posts: 34
Registered: ‎04-06-2011

Re: Daily internet outages with the VirginMedia SuperHub

After phoning virgin media support and going through their online diagnostic test, we found an error and phoned again to report the error. Once my net goes down again we have to phone VM immediately to report it - at which point I assume they will test my line and hopefully confirm there's a problem.
My net is dieing nearly twice a day now so I suspect I will be posting again soon.
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