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mkaminski100
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Message 1 of 18
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Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

As of several weeks, the Super Hub 3.0 keeps disconnecting devices, especially when they are further away from the hub. 

We never had any issues with those devices in those locations, which are about 5-7m away.

From the device perspective, it's either:

1.very long waiting time to open any website or load a video. It can literally take 5-10 seconds to open a website following this internet is fast again. Internet speeds are at 120-170 mbps.

2. "No internet" message on WiFi. It will reset the connection every now and then. We have about 20 devices in our household connected to the hub. I tried using the VM signal strength app on the phone and it didn't find any problems, however, the diagnostic tool on the Hub notified that about 12 devices are too far away from the hub. We live in a small house with the longest distance to the hub being 7m max and never had similar issues. 

 

Hub is located almost in the centre of the property, on the TV unit. No fish bowls around it. 

 

Please help.

People seemed to upload the following diagnostic references:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
165900000011.538256 qam28
245900000012.338256 qam7
34670000001238256 qam8
447500000012.138256 qam9
548300000012.338256 qam10
64910000001238256 qam11
74990000001238256 qam12
85070000001238256 qam13
951500000012.438256 qam14
1052300000012.338256 qam15
1153100000012.538256 qam16
1253900000012.338256 qam17
1354700000012.538256 qam18
1455500000012.538256 qam19
1556300000012.538256 qam20
1657100000012.938256 qam21
1757900000012.538256 qam22
1858700000012.138256 qam23
1959500000012.438256 qam24
2063500000011.838256 qam25
2164300000011.438256 qam26
2265100000011.338256 qam27
2366700000011.938256 qam29
2467500000011.838256 qam30


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6570
2Locked38.9650
3Locked38.9890
4Locked38.6580
5Locked38.6580
6Locked38.91160
7Locked38.6690
8Locked38.9660
9Locked38.6670
10Locked38.9460
11Locked38.6330
12Locked38.9630
13Locked38.9490
14Locked38.9750
15Locked38.9910
16Locked38.6550
17Locked38.9470
18Locked38.9840
19Locked38.9760
20Locked38.6680
21Locked38.9520
22Locked38.9520
23Locked38.9550
24Locked38.9290

 

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jbrennand
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Message 2 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

Someone more qualified will comment soon but all of your downstream power levels are too high - the recommended maximum is 10dBmV. It is likely you will need a technician visit to sort that out. In the meantime post the same dataset for the upstream channels as well, and also the Network logs (blank out the MAC addresses). The wifi issues may possibly be unrelated and need other solutions applying - but worth sorting the hub connections first

--------------------
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.
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Forum Team
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Message 3 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

Thank you for contacting community @ mkaminski100.

Sorry to know about your connection.

We need to arrange for engineer's visit, we can do this via our online chat.

Let us know how it goes. ^Ellen_C

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mkaminski100
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Message 4 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

I have been trying to contact Virgin Media via the Chat (last time I called I had to wait for 1.5h to be connected, so no thank you) but was not available for most of the time when I tried after work. 

It's 19:23 and the chat is already not available, despite the fact it should have been open until 8 pm.

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mkaminski100
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Message 5 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

What's the complaint procedure for VM? 

I'm fed up spending hours on the phone calling chargeable numbers or not being able to open a chat as it's been "unavailable" for the last days due to issue caused by VM. 

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Forum Team
Forum Team
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Message 6 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

Really sorry that we are making you feel this way. We'd really like to get things sorted for you so we can make things right. We would really like to diagnose and book a fault visit if needed and we can do this via online chat. When the chat line's full, it may appear that it is unavailable. 

 

About our complaints process, you can learn more about it here.

 

Let us know if you have any question.

 

Rule_C

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mkaminski100
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Message 7 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

After several attempts, I have finally managed to book an engineer. 

He installed a filter and changed few settings in the router which caused the Wi-Fi speed to up 350, from 120, but didn't cure a problem of intermittent and slow wifi upstairs. 

We have checked signal upstairs and while it was in "A-OK" levels when connected both my and his phone were kicked out several times. 

Internet speed also dropped dramatically to 20-30 mbps as soon as we got to the top of the stairs. Our hub is in the middle of the property (5x7m house) and is not obstructed by anything, so it's not an issue with extensive distance but a problem with the hub itself. 

Internet speed (download) varies between 0.5 and 20 mbps (most often 5-12), but often it won't work at all. The test site will literally stop for 5-10 second, sometimes won't change in minutes before checking download / upload speeds, just to go back to 10-20 in a few minutes. 

I have checked all areas using the VM app but it states that WiFi signal is strong here, so this also proves that there is a problem with the hub.

 

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mkaminski100
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Message 8 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

As requested:

Upstream bonded channels

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

1462000243.55512064 qam1
2258000003.5512064 qam4
3326000173.55512064 qam3
4394000003.55512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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mkaminski100
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Message 9 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

And network log

Network Log

Time

Priority

Description

29/03/2019 14:06:45

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;

30/03/2019 21:36:48

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

30/03/2019 21:36:48

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

01/04/2019 13:24:16

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

02/04/2019 21:48:1

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

03/04/2019 12:38:6

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

03/04/2019 15:01:36

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

03/04/2019 17:29:19

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

03/04/2019 17:29:19

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

05/04/2019 00:36:20

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC= -QOS=1.1;CM-VER=3.0;

06/04/2019 14:00:25

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC= CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:00:40

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:00:40

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:1

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:2

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:6

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:11

Warning!

Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/04/2019 14:01:21

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

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Forum Team
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Message 10 of 18
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Re: Hub 3.0, slow internet, keeps disconnecting devices and looses internet access

Thanks for keeping us posted  Mkaminski100.

 

Our technical team needs to have it checked over and replace the equipment if necessary to have it sorted out and we can do this via online chat. Let us know how it goes.

 

Thanks,

Joseph_C

 

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