Forum Discussion

AnnaHollingswor's avatar
AnnaHollingswor
Tuning in
2 months ago

Micro-outages, loss of all internet frequently

Headline :

All devices lose Internet 3-5 times most days. This began before Christmas, was completely absent for much of February, but has returned.
No issues are ever shown in MyVirginMedia app and testing Hub from the app shows no problems (continues to test until the 'reset your Hub' process.
Superhub4 shows no light changes, and connection is restored (usually) within 3 mins (quicker than a power-cycle).
During the outage, 192.168.0.1 ping and http requests fail - it feels like a soft-reset.
The Superhub4 has been replaced, it shows no significant log entries, retries or noisy channels
I am in the Brighton area - I know of at least 2 other people locally experiencing this issue

Objective :

Compile a comprehensive dossier for investigation by Virgin engineers - lets help them uncover the issue and improve their service.

Environment :

Nothing connects to the Superhub4 WiFi.  I have UTP into a TP-Link Deco mesh and to powerline adapters feeding a hub of AV kit and a Nighthawk-fronted network in my office.  Both the Mesh and Nighthawk are set as access points. 

Request :

What additional information can I supply or what tests can I run to positively identify the Superhub4 or Virgin Services as the culprit? (for example, see this thread on Superhub3 & 4 issues : UDP issues on SuperHub3 - collective thread | Virgin Media Community - 4382720 - I can't replicate their results but it shows there may be issues with the Superhub4?)

Current Actions :

I am attempting to setup a host that responds to BQM pings in the DMZ to see if its just the internal side of the Superhub4 thats freaking-out.

I will update this post as my investigations continue, thanks you for any and all advice you can give!

Superhub4 stats :

 

[Mod - MAC image removed for security]

BQM :

 (https://www.thinkbroadband.com/broadband/monitoring/quality/share/75fc8a208f3a2f37294b9ada0a14756a7fee4517)

Whilst long periods of packet loss are recorded, Internet was not lost.  I will log Micro-outages and update here any correlations (or lack thereof).

42 Replies

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    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 months ago

      Yes this is the problem with router mode being that BQM is to the hub where VM test and see nothing wrong should it be wifi or Ethernet ports hardware at fault and it gets worse because VM on testing hubs to be reused don't test then fully.

      You would need to setup the hub in modem mode to a PC direct to hub be sure to power off the hub after its in modem mode for 2  mins then make windows do DHCP just unplug replug cable till you get a connection and resetup BQM

      could also be cable so get some new ones

      https://www.amazon.co.uk/Digitus-S-FTP-patch-length-color/dp/B00DMNFZWA

      • AnnaHollingswor's avatar
        AnnaHollingswor
        Tuning in
        2 months ago

        Thanks but I’m not taking g the house offline for 2-3 days while testing the hub :)

        can I put a machine in the DMZ with the same effect?

        the cables are all fine

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Have you set static IP’s on the access points and PLA ? Are the SSID’s and passwords on the AP’s the same ?

    • AnnaHollingswor's avatar
      AnnaHollingswor
      Tuning in
      2 months ago

      I can set static IP’s and report back. SSID’s and passwords are all the same across AP’s (but not the same as the hub - they aren’t used

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 months ago

        Is the Wifi disabled on the Hub, or is it still broadcasting?  Do the drop out's only occur on the PLA side or does it effect the whole LAN? Does the drop out effect the wired connection from the Hub? 

        Have you tried a 60 sec pinhole reset of the Hub to get it back to "Out of the box" settings?  Do you have that VM Connect app installed on any device in your property?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    If you are not using the Connect app to control the Hubs WIFI I would consider removing it from your devices.  The Connect app can change your Hubs settings to whatever the app thinks is best. 

    • AnnaHollingswor's avatar
      AnnaHollingswor
      Tuning in
      2 months ago

      I only ever start the app when diagnosing an outage but I will take your advice while troubleshooting. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        2 months ago

        Hello AnnaHollingswor

         

        Sorry to hear of the connection issues experienced and frustration caused, we appreciate you taking the time raise this via the forums and provide all of the details and information you have so far.

         

        From checking the connection and equipment, it looks like the Hub was rebooted a couple of hours ago and all of the levels and specs look to be in the ranges we'd expect them to be. A couple of the downstream power levels are a little out but nothing wildly impacting. Speeds seem to have been steady over the last couple of days at 1140Mbps download and 103Mbps upload.

        Have you notice these improvements over this time and since your last post?

  • cb430's avatar
    cb430
    Joining in
    2 months ago

    I'm also experiencing a lot of packet loss events randomly resulting in micro-outages. 

  • AnnaHollingswor's avatar
    AnnaHollingswor
    Tuning in
    2 months ago

    Another at 1958 - rocket league, discord and iplayer top apps, many Wi-Fi-enabled bulbs and IoT devices on the network but they have been for

    donkeys years. 

    what could get strained by high UDP packet storm type stuff? Superhub, fibre module up the line…?

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for coming back to us AnnaHollingswor. How are things looking and running at the moment as we've checked and cannot see any issues at the moment. Hopefully the problems have now stopped but if not, please let us know and we can look further into this for you. 

      Kind Regards,

      Steven_L

      • AnnaHollingswor's avatar
        AnnaHollingswor
        Tuning in
        2 months ago

        Yesterday there were 2 'blips' but very quickly recovered (<30secs I think).  I will monitor tonight and report back.

         

        Out of interest, did you find and infrastructure issue (or setting that needed tweaking) - asking for a Friend (no, really!)