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Broadband is down, again....

So my Superhub 3 is showing a healthy service however i have no internet.

Manually rebooted it, nothing, then after a few minutes it just restarts itself. Started doing this a couple of days ago.

Had similar issues previously back in March-April-June when this happened constantly, several times a day which seemed do have been sorted but clearly the issue is back, it’s also affecting the TV service and make the picture pixelated up to a point where you can’t even watch anything.

I’m seriously thinking of changing the provider as I’m not willing to pay for a useless service like this.

Virgin please get in touch or send an engineer.

thanks

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Message 2 of 11
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Re: Broadband is down, again....

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 3 of 11
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Re: Broadband is down, again....

Thanks Mike, log attached.

Downstream bonded channels

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

1203000000-140256 qam9
2211000000-0.940256 qam10
3219000000-0.740256 qam11
4227000000-140256 qam12
5235000000-1.240256 qam13
6243000000-1.940256 qam14
7251000000-2.240256 qam15
8259000000-2.540256 qam16
9267000000-2.540256 qam17
10275000000-2.440256 qam18
11283000000-2.240256 qam19
12291000000-1.940256 qam20
13299000000-1.540256 qam21
14307000000-1.540256 qam22
15315000000-1.240256 qam23
16323000000-140256 qam24
17427000000-1.740256 qam25
18435000000-240256 qam26
19443000000-240256 qam27
20451000000-2.240256 qam28
21459000000-2.540256 qam29
22467000000-2.540256 qam30
23475000000-2.240256 qam31
24483000000-1.740256 qam32

Upstream bonded channels

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

1394000005.1512064 qam4
2462000005.1512064 qam3
3537000005.1512064 qam2
4326000004.85512064 qam5

Network Log

Time Priority Description

03/08/2020 12:31:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:31:1criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:31:1ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:31:1criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:31:1criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:30:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:30:10criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:30:10ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:30:10criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:30:10criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:29:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:29:21criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:29:21ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:29:21criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:29:21criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:27:55criticalReceived 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;
03/08/2020 12:21:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:20:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:20:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 12:20:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC
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Message 4 of 11
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Re: Broadband is down, again....

Router is now restarting itself in every 5-10 minutes, literally!!!

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Message 5 of 11
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Re: Broadband is down, again....

Can you post the second parts of the Downstream & Upstream stats please.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 6 of 11
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Re: Broadband is down, again....

Sorry my bad.

Downstream bonded channels

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

1203000000-140256 qam9
2211000000-0.940256 qam10
3219000000-0.740256 qam11
4227000000-140256 qam12
5235000000-1.240256 qam13
6243000000-1.940256 qam14
7251000000-2.240256 qam15
8259000000-2.540256 qam16
9267000000-2.540256 qam17
10275000000-2.440256 qam18
11283000000-2.240256 qam19
12291000000-1.940256 qam20
13299000000-1.540256 qam21
14307000000-1.540256 qam22
15315000000-1.240256 qam23
16323000000-140256 qam24
17427000000-1.740256 qam25
18435000000-240256 qam26
19443000000-240256 qam27
20451000000-2.240256 qam28
21459000000-2.540256 qam29
22467000000-2.540256 qam30
23475000000-2.240256 qam31
24483000000-1.740256 qam32



Downstream bonded channels

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

1Locked40.3374234
2Locked40.92480
3Locked40.32180
4Locked40.31851
5Locked40.31590
6Locked40.31380
7Locked40.91000
8Locked40.3960
9Locked40.3840
10Locked40.9670
11Locked40.9630
12Locked40.3590
13Locked40.3460
14Locked40.3480
15Locked40.3410
16Locked40.3290
17Locked40.3230
18Locked40.3170
19Locked40.3200
20Locked40.3150
21Locked40.3180
22Locked40.3140
23Locked40.3130
24Locked40.370

 

Upstream bonded channels

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

1394000005.1512064 qam4
2462000005.1512064 qam3
3537000005.1512064 qam2
4326000004.85512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 7 of 11
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Re: Broadband is down, again....

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Your Power Levels on 3 of the 4 Downstream Channels are right on the top limit, fluctuations may cause these to go over the limit.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 8 of 11
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Re: Broadband is down, again....

Thanks Mike,

Is this the power level I’m getting through the coax cable from outside?

 

Thanks

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Message 9 of 11
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Re: Broadband is down, again....

Yes, it is the power that the Hub is drawing from the street cabinet.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 10 of 11
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Re: Broadband is down, again....

Hi zk86, thanks for getting in touch.

 

Apologies for the connection issues. Checking things from our side it's clear this will require further attention, in the interest of getting it sorted out asap I've gone ahead and booked you in for the next available appointment. You will find the appointment time slot via your online account (virg.in/myVM) and it can also be rescheduled or cancelled from there if needed.

 

Please keep us posted with how that goes, or let us know if there's anything else we can help with in the meantime.

 

Tom 

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