I bought a Google Nest WiFi system to extend coverage in my home. I've been through 2 SuperHub 3s and now have a SuperHub 4 with 1 gig service set to modem mode. The consistent problem has been that the Google WiFi mesh hangs fairly regularly. Sending a diagnostic report to Google led them to come back saying the Google Nest is receiving "WAN DHCP timeout errors" which they say is a problem with the Virgin device.
It is resolved either by (a) waiting ... most of the time it comes back online eventually or (b) performing a power cycle of both the SuperHub and the Google Nest / Points. Working from home frequently sees me reduced to using my mobile phone to access Teams/Zoom meetings that I've been kicked out of as my wifi fails. Very frustrating. I did think that moving to a SuperHub 4 would solve it because the install engineer replaced physical connectors coming into the house which he said were corroded and leaking signal. Sadly, the same thing just keeps happening.
I don't know much about the technology and have spent 3 months bouncing between Virgin and Google's help facilities. Any clues ... are the error logs on that I should check by logging into the SuperHub ?
Oh ... and the other thing is that the Google helpdesk keep telling me to ask the Virgin helpdesk to "reprovision the modem from their end" ... when I speak to the Virgin helpdesk they've tended to say "I don't know what that means".
Trapped between two sets of tech experts and my translation skills aren't up to it ... any ideas ?
Thanks Emily ... it is a brand new Superhub 4 and I’ve factory reset the previous two Superhub 3s but the problem has persisted. I’m not confident that a reset would make any difference. Is there a log I could find for the Superhub 4 that would tell me whether it is seeing interruptions or delays ?
“Can you please go into the advanced settings for the full router version and make sure that the DHCP and IP addresses are fine?”
If you are using the Hub4 in modem mode, this is irrelevant. It’s the DHCP server on the CMTS that is not answering the DHCP request for a WAN address from the ops router before the timeout period has expired. This can be caused through data loss or noise on the circuit. I would look at circuit problems first. Go into your hub on 102,168.100.1 and post your up/downstream stats and network log.
Tudor There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
Thanks Emma ... each time I’ve had to reset the modem I’ve unmade then remade the coaxial connections. A Virgin engineer did come out and check all the connections including those from the street into the house (which was described as corroded), a splitter below the floor boards (which was replaced by a new component) and the connector at the modem itself (which was also replaced). The most recent round of errors occurred after these maintenance issues were addressed. It has been stable for a week now ... does that imply I should just check that there isn’t further interruptions in my area ?