Menu
Reply
  • 6
  • 0
  • 0
Tuning in
142 Views
Message 1 of 12
Flag for a moderator

Device stays connected to hub, but hub loses external internet or connection slows

Some of my devices stay connected to the hub with strong signal, but lose external internet connection.  Sometimes they find it again, as though the connect has dropped but re-established.  Running a speed check during this time often results in circa 30MBs connection rather than 200MBs.  Reset or power cycle of the hub corrects the issue.  I thought it was my old hub, so have recently replaced with a Hub 3, which if anything is worse.  I have power cycled four times today to maintain service.  I'm assuming it must be the hub, any ideas?

0 Kudos
Reply
  • 25.21K
  • 1.45K
  • 3.21K
Alessandro Volta
137 Views
Message 2 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

What are wired connections like, speed and stability wise?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 6
  • 0
  • 0
Tuning in
135 Views
Message 3 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

I don’t have any wired connections... but during on of these episodes the connected devices have anything from “very slow” to no connection at all. 

0 Kudos
Reply
  • 25.21K
  • 1.45K
  • 3.21K
Alessandro Volta
132 Views
Message 4 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

Difficult to ascertain the issue then.

Post the network, upstream and downstream logs from the hubs admin pages 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 6
  • 0
  • 0
Tuning in
121 Views
Message 5 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

1BCA0E2F-8BC5-47AD-AE35-FCB796D773EE.png

4EA25E27-F796-4AD2-A63C-4523E48BC7D8.png

31980D63-ACE5-4D0D-BFA1-819774D2B6D2.png

0 Kudos
Reply
  • 25.21K
  • 1.45K
  • 3.21K
Alessandro Volta
115 Views
Message 6 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows


@ed_ wrote:

1BCA0E2F-8BC5-47AD-AE35-FCB796D773EE.png

4EA25E27-F796-4AD2-A63C-4523E48BC7D8.png

31980D63-ACE5-4D0D-BFA1-819774D2B6D2.png


Copy and paste them as text please 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 6
  • 0
  • 0
Tuning in
108 Views
Message 7 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
539000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1539000000-7.937256 qam17
2547000000-837256 qam18
3555000000-8.237256 qam19
4563000000-8.237256 qam20
5571000000-8.537256 qam21
6579000000-8.737256 qam22
7587000000-8.537256 qam23
8595000000-8.737256 qam24
9603000000-8.737256 qam25
10611000000-8.537256 qam26
11619000000-8.737256 qam27
12627000000-8.737256 qam28
13635000000-9.237256 qam29
14643000000-9.537256 qam30
15651000000-9.537256 qam31
16659000000-9.537256 qam32
17667000000-9.237256 qam33
18675000000-937256 qam34
19683000000-8.737256 qam35
20691000000-8.537256 qam36
21699000000-8.537256 qam37
22707000000-8.237256 qam38
23715000000-8.237256 qam39
24723000000-8.437256 qam

40

 

 

Upstream bonded channels

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

16030000049512064 qam1
25370000048.8512064 qam2
33940000048512064 qam4
44620000048.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
  • 25.21K
  • 1.45K
  • 3.21K
Alessandro Volta
100 Views
Message 8 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

Your downstream levels are too low.

Is there an attenuator fitted to the back of the hub?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 6
  • 0
  • 0
Tuning in
96 Views
Message 9 of 12
Flag for a moderator

Re: Device stays connected to hub, but hub loses external internet or connection slows

The only thing between the hub and the wall socket is the splitter off to the tv box...

0 Kudos
Reply
  • 25.21K
  • 1.45K
  • 3.21K
Alessandro Volta
90 Views
Message 10 of 12
Flag for a moderator
Helpful Answer

Re: Device stays connected to hub, but hub loses external internet or connection slows

OK. You’ll likely need an engineer then. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply