Virgin Media Community

[Pastici]

Hello, 

I've had my Super Hub 3 (white) for about 5 years now and over the past couple of months the wi-fi signal drops out several times a day, all wi-fi connected devices lose connection for about 2-3 minutes while it reconnects, this sometimes impacts the wired connections but not always. With increased working from home, this is getting extremely annoying and disruptive.

Is this an issue with the router getting old, and on its last legs? How would I go about getting a replacement?

Each time I've called I've been placed on hold and the call times out, I've yet to find any help with my particular issue on these forums as anytime someone has an issue is very individual to that person. Is there actually an email address I can send my queries to? Or do I have to trawl these forums looking for a glint of hope and be on hold for hours upon end?

Downstream bonded channels

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

1	299000000	7.6	36	256 qam	21
2	203000000	6.5	36	256 qam	9
3	211000000	6.5	36	256 qam	10
4	219000000	6.5	36	256 qam	11
5	227000000	6.6	36	256 qam	12
6	235000000	6.6	36	256 qam	13
7	243000000	6.5	36	256 qam	14
8	251000000	7	36	256 qam	15
9	259000000	7	37	256 qam	16
10	267000000	7	36	256 qam	17
11	275000000	7.3	36	256 qam	18
12	283000000	7.4	37	256 qam	19
13	291000000	7.4	36	256 qam	20
14	307000000	7.5	37	256 qam	22
15	315000000	7.5	37	256 qam	23
16	323000000	7.8	37	256 qam	24
17	363000000	7.8	37	256 qam	25
18	371000000	7.5	37	256 qam	26
19	379000000	7.6	37	256 qam	27
20	387000000	7.8	37	256 qam	28
21	395000000	7.8	37	256 qam	29
22	403000000	7.6	37	256 qam	30
23	411000000	8.1	37	256 qam	31
24	419000000	8	37	256 qam	32

Downstream bonded channels

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

1	Locked	36.6	1259	3732
2	Locked	36.6	929	4341
3	Locked	36.3	1103	3821
4	Locked	36.6	738	3811
5	Locked	36.8	1168	3672
6	Locked	36.3	986	3956
7	Locked	36.6	883	3740
8	Locked	36.6	958	3994
9	Locked	37.3	880	3706
10	Locked	36.6	967	3825
11	Locked	36.6	862	4033
12	Locked	37.6	708	3922
13	Locked	36.6	852	3789
14	Locked	37.3	866	3760
15	Locked	37.3	711	3891
16	Locked	37.3	677	3890
17	Locked	37.3	952	3928
18	Locked	37.6	670	3648
19	Locked	37.3	764	3754
20	Locked	37.3	783	3809
21	Locked	37.3	666	3878
22	Locked	37.3	775	3583
23	Locked	37.3	622	4177
24	Locked	37.3	814	3648

Upstream bonded channels

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

1	46200000	36.5	5120	64 qam	3
2	60299999	37.3	5120	64 qam	1
3	39399964	36	5120	64 qam	4
4	53700076	37	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Ian 

[MikeRobbo]

Your Hub data looks OK although the Pre & Post RS Error Log is quite high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

[MikeRobbo]

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 should post the link straight away.

Post a 'Live 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

[Pastici]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5a7cbc996f9635105c361b954ccb58010...

Not sure if it'll show up the wifi drop outs as I use a powerline on my personal machine. 

[MikeRobbo]

Do ethernet cable connected devices drop out at the same time ?

[Pastici]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5a7cbc996f9635105c361b954ccb580101bb90d-23-11-2020

Not sure how it'll turn out, unfortunately, it doesn't show up the wifi dropouts as I use a powerline on my personal machine. Over the past weekend the dropouts have been very, very frequent

[Pastici]

Sometimes, but not always. Its all over the shop.

[gary_dexter]

The BQM will only show a total drop in service not Wi-Fi drops 

[carl_pearce]

---

@Pastici wrote:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5a7cbc996f9635105c361b954ccb580101bb90d-23-11-2020

Not sure how it'll turn out, unfortunately, it doesn't show up the wifi dropouts as I use a powerline on my personal machine. Over the past weekend the dropouts have been very, very frequent

---

The BQM communicates with your HUB directly, not to a specific device.

It 'Pings' a small amount of data and checks a number of things, including how long it takes for a response.

Looking at your HUB stats (OK) and BQM (OK) I'd suggest that you have a fault with your HUB.

[Pastici]

Thanks for all the input everyone

When I finally get through on the phone I'll refer to this thread.