2.4ghz with no internet randomly on Super Hub3

[Karlosdj]

Hi,

I have recently had daily issues with my Super Hub 3 which hasn't been an issue prior.

For some reason the 2.4ghz wireless remains connected to the devices but all devices report no internet connectivity.

Things of note:

• I have both 5ghz and 2.4ghz split as separate SSDs
• 5ghz remains throughout connected and working with internet connnectivity
• 2.4ghz shows as connected on all devices its just acts as if the router hasnt got internet
• Rebooting the hub does fix it
• I have done the reset in the back of the hub for over 10 seconds and set the hub up again from scratch this did not fix it
• on rare occasions the hub will actually just drop out completely as well and reboot itself
• I have checked all cables are connected and seated well and can confirm everything is making a good connection
• there has been no change to wiring or hub placement in this time 
• when the 2.4ghz fails even devices sat in the same room as the hub report no internet connection but keep the hub connection

Could it be the Hub is on its way out and somehow the 2.4ghz antenna is some how now faulty?

I will later after work get the logs as some people have done on here.

would be more convinced on settings if i the 5ghz band didnt work either its just very odd that for a few weeks now the 2.4ghz has become an issue when there has been no issue for years prior..

I fell like ive tried everything to no avail and its causing me headaches, hoping someone can shed light on this?

Last bit of information last drop out i ran the web based device check late at night and claimed there was an issue with my 2.4ghz that it could not fix and that i should book an engineer (obviously was too late to ring) so thought id just check on here first before i do something as drastic as calling an engineer out haha because if a virgin rep on here can confirm my thoughts maybe we can save the money of a call out and just ship me a replacement hub maybe? or tell me a setting to change you never know.

Thanks all for your time,

Karl

[Karlosdj]

Hi Mate,

Thanks for trying to answer yes its duel band, as I'm sure all the hub 3's are? and 5ghz is working but the 2.4 isnt intermittently and i have devices that sadly cannot use the 5ghz band so just switching them isn't a solution.

[jbrennand · Accepted solution]

A VM person will respond in a day or two and may be able to help.

I would say to ditch the VM wifi and put the Hub into modem mode and get your own better quality router and wireless equipment.

[Karlosdj]

Anyone know the lifespan expectancy on these hubs as had mine for many years now and reading on the other posts on here im more and more convinced it just needs a replacement , whats the best way to go about doing this is that on here or via a phone call?

Just heard nightmare stories about the support line 😥 so was hoping someone from Virgin will answer on here as they seem to get results on this forum (or thats the way it looks anyway lol) however does look a bit hit and miss if people actually get a VM rep or not looking at other posts and if they get responded to or not...

[Karlosdj]

dont know if this is anything to do with it keep getting these in the log

17/09/2021 07:10:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 22:35:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:19:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:16:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:15:29	critical	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;
15/09/2021 19:09:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:09:26	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:09:26	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:09:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:09:5	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:09:5	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:08:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:08:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:08:43	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:05:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 10:36:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 18:44:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:43:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 09:41:10	critical	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;

[Karlosdj]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	314750000	3	40	256 qam	23
2	202750000	2.9	40	256 qam	9
3	210750000	3	40	256 qam	10
4	218750000	3	40	256 qam	11
5	226750000	2.7	40	256 qam	12
6	234750000	2.9	40	256 qam	13
7	242750000	2.7	40	256 qam	14
8	250750000	2.7	40	256 qam	15
9	258750000	2.5	40	256 qam	16
10	266750000	2.7	40	256 qam	17
11	274750000	2.7	40	256 qam	18
12	282750000	2.7	40	256 qam	19
13	290750000	2.7	40	256 qam	20
14	298750000	3	40	256 qam	21
15	306750000	3	40	256 qam	22
16	322750000	3	40	256 qam	24
17	330750000	2.9	40	256 qam	25
18	370750000	2.5	40	256 qam	26
19	378750000	2.7	40	256 qam	27
20	386750000	2.5	40	256 qam	28
21	394750000	2.5	40	256 qam	29
22	402750000	2.2	40	256 qam	30
23	410750000	2.2	40	256 qam	31
24	418750000	2.2	40	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	479	0
2	Locked	40.9	92980	1691
3	Locked	40.9	85620	940
4	Locked	40.9	69334	607
5	Locked	40.3	47154	404
6	Locked	40.9	25442	242
7	Locked	40.9	17273	206
8	Locked	40.3	16811	173
9	Locked	40.3	15719	194
10	Locked	40.3	14938	241
11	Locked	40.9	10386	156
12	Locked	40.3	5571	58
13	Locked	40.9	2540	20
14	Locked	40.3	1267	13
15	Locked	40.9	699	0
16	Locked	40.9	389	0
17	Locked	40.3	378	0
18	Locked	40.3	617	18
19	Locked	40.3	593	0
20	Locked	40.9	449	0
21	Locked	40.3	253	0
22	Locked	40.3	200	0
23	Locked	40.3	187	0
24	Locked	40.9	204	0

[Karlosdj]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32600025	47.8	5120	64 qam	8
2	53699985	46.8	5120	64 qam	5
3	39400055	47.3	5120	64 qam	7
4	46199976	47	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	43	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Karlosdj]

not sure this ones important but will give everything lol

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	314750000	Locked
Ranged Upstream Channel (Hz)	32600025	Locked
Provisioning State	Online

[jbrennand]

Looks like the Hub hasnt been reset recently - so can you start from a clean sheet like this.......
_____________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3’s have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[Karlosdj]

Will give that a go mate cheers, however this wouldnt effect the 2.4ghz issues i have would it? 

As i say happy to give it a go just to see if it works haha