I am honestly posting in this forum in the hope of coming across some competency and real support.
I'm quite frankly fed up of talking to the technical support team who have no clue what they are talking about and have no idea what to do if it's not on their scripts. To then have them send round an engineer at a time when the network is fine and who tells me they don't do computers and can't even tell me what a megabyte is! (No offense to the engineers who are competent).
I'm an electronics engineer myself and consider myself above average in computing literacy.
The thought of phoning in and going through the same old unhelpful rubbish is sickening.
As for the detail, I'm on a superhub 3 in router mode configured perfectly for my environment. (Although the superhub 3 itself is rubbish, especially on the 2.4GHz spectrum where above 150Mb is not possible, along with issues caused by the CPU Intel messed up on).
For the last few weeks (but not limited to), I've had major connectivity issues, on WiFi and wired. I'd say I've had about 40-60% uptime. And that's not good given that I live in a home where my lights and appliances are controlled over the network!
I've done common sense checks such as cabling, ruling out of interference.etc. I'm convinced it's either the hub or the incoming connection.
As of the time of posting, it's been disconnected for about 3 hours and has not been up since. No amount of rebooting helps and virgins online test tells me my equipment is turned off!
I have the bottom light lit solid green, the top WiFi light a solid green and below that the up/downstream light flashing green.
I'm happy to provide any stats from the hub, and further detail as requested.
OK first job post up the downstream, upstream and network logs. Blank out personal info like MAC addresses etc
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I have an update, this is about 30 minutes after last reboot, connection still good for the moment. But getting a lot of post RS errors. Not sure what this is but have been told before these should bad at 0.
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
A green base light on the Hub 3 would signify the Hub has lost connection to VM's CMTS, usually down to a local outage, which would probably be the cause as you have checked the cables.
The logs are showing the local circuit is dropping and is in some distress.
No network is perfect, so you will get some post RS errors. it is the rate the RS errors are rising that indicates the quality of the connection. Your post RS's are in spec for a 30min period, but my guess is that they could be occurring in very short bursts which would be significant and will tie in with your logs which are suggesting noise on the local circuit.
A VM Forum Team member should pick up the thread in about a week, or you can brave the offshore call center for a quicker response clearly explaining you have a green base light and the connection is dropping.
Not sure why you are blaming the Hub 3 for not getting speeds above 150Mbps on the narrow 2.4GHz band (Which would be an excellent speed) It is not the Hub's fault the 2.4GHz band is so narrow and is free to use, making it prone to interference (only fully detectable with a spectrum analyser) or what wireless clients you use, 150Mbps would be the LINK speed for a single stream 2.4GHz band.
Thank you for your response. Fully understood. I may brave the call next week. But I will also wait upon a VM team member to follow up on this thread.
I did think it was more likely an area fault. And it is obviously intermittent. It's been very bad for the last few weeks but has been dropping off every so often for a good few months.
I think some tweaking and tuning needs sorting in the area. Not sure if the fault would be limited to a specific cabinet or what not as I'm not familiar with VMs network topology (As interested as I am in learning about it)
I've also set up a thinkbroadband network monitoring service to log the quality.
And I must apologise, when I said 150Mbps on the 2.4Ghz spectrum, I ment 50Mbps. Used to get the full 200Mbps on the superhub 2.
Cheers for posting to our Forums - sorry that you're having some issues with an intermittent connection. Thanks for your logs too - just a couple of checks I'd like to ask you to do before we send anyone out!
If possible - can you do a reboot and then do what we call a loopback test. This is just an initial test to confirm all the ports are working.
Please plug both ends of an ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected.
Pop me a reply when you can and we'll go from there 🙂