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cbrennan
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Having to reboot/factory reset the Hub 2

Hi All, 

Bit of a tricky one. I'm a tenant and the broadband is provided by the landlord, so the account is in his name.

Basically, we have been having intermittent issues for months with our Hub 2. The connection will drop out, sometimes multiple times per day and rebooting sometimes solves it, but sometimes it needs a factory reset. 

When logging into the hub, there is clearly an issue with it as it sometimes won't have a WAN IP and there are multiple error messages. Screenshots posted below. 

As I am not the account holder, I don't have the ability to get support myself, is there a way for a landlord to authorize a tenant to contact VM about issues?

cbrennan_1-1623506463942.png

cbrennan_2-1623506580590.png

 

 

 

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goslow
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Re: Having to reboot/factory reset the Hub 2


@cbrennan wrote:

Hi All, <snip>

As I am not the account holder, I don't have the ability to get support myself, is there a way for a landlord to authorize a tenant to contact VM about issues?


Your landlord would need to contact VM to discuss the account and any issues/repairs as s/he is the account holder.

For a complete disconnection like that, have you checked that all of the connections to router are sound (screwed in hand tight for screw-in connectors) and that there is no damage to any of the cables?

If you copy/paste your downstream levels, upstream levels and network logs on here on the forum as text (and when the connection is working properly) then someone will be able to comment on the signal levels and whether they are within acceptable limits. If signal levels are the issue, you could then at least give the landlord an idea of what the problem might be when contacting VM.

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cbrennan
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Re: Having to reboot/factory reset the Hub 2

Hey, 

Thanks for coming back to me. 

I will check the cables to see if there is anything obvious. I'll also try swapping all the cables out. 

Please see below for the upstream/downstream:

 
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked9203000000 Hz256 QAM-4.9 dBmV 34.9 dB287006931462
Locked10211000000 Hz256 QAM-4.9 dBmV 34.3 dB144814941155
Locked11219000000 Hz256 QAM-5.0 dBmV 33.2 dB80472351050
Locked12227000000 Hz256 QAM-5.0 dBmV 32.0 dB304287371952
Locked13235000000 Hz256 QAM-5.0 dBmV 36.0 dB619320847790
Locked14243000000 Hz256 QAM-5.1 dBmV 36.4 dB549932207576
Locked15251000000 Hz256 QAM-4.7 dBmV 36.6 dB9713067536
Locked16259000000 Hz256 QAM-4.6 dBmV 37.1 dB13493553

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked853700000 HzATDMA51.0 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked760300000 HzATDMA51.0 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked946200000 HzATDMA51.0 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked1039400000 HzATDMA51.0 dBmV64QAM6400000 Hz5120 Ksym/sec
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goslow
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Re: Having to reboot/factory reset the Hub 2

The resident tech experts on here will give you the full info on those stat's and what they mean but the downstream figures look as if they are near to the lower end of the recommended levels (but still within VM's spec), two downstream channels have low SNR and the upstream figures are at the upper end of their VM-recommended range.

Someone else will hopefully tell you if that interpretation is correct or not.

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jbrennand
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Re: Having to reboot/factory reset the Hub 2

Press the reset error counter buttons and then see if they start reappearing quickly. A few is normal for a SH2 (I have one!) but thousands in a short period of time are not. Your Up power levels are all at the Max too which isnt good. A VM person needs to take a look but they will only interact with the account holder - you will need to get the landlord engaged with this one.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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


--------------------
John
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I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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