Virgin Media Community

[PaulH2011]

Frequently up to 20 minutes, continually switching between 'connected' and not connected' on the desktop screen, and even when showing 'connected' email can't connect.  Sometimes I have to reboot the router before it will connect.  This is both ethernet and wifi, and it has been doing it ever since I got it several years ago.

Someone elsewhere mentioned he received a superhub 3 replacement via a link after similar issues, but so far I've not been able to find a link to request this.

Any ideas?

[Andruser]

Could be a power or noise issue, which is more likely than a faulty hub.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[PaulH2011]

Thanks:

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

1	323000000	3.7	40	256 qam	24
2	139000000	3.2	38	256 qam	1
3	147000000	2.2	37	256 qam	2
4	155000000	2.9	37	256 qam	3
5	163000000	2.7	37	256 qam	4
6	171000000	2.9	38	256 qam	5
7	179000000	2.5	38	256 qam	6
8	187000000	2.5	38	256 qam	7
9	195000000	2.5	38	256 qam	8
10	203000000	2	38	256 qam	9
11	211000000	1.7	38	256 qam	10
12	219000000	1.2	38	256 qam	11
13	227000000	0.2	38	256 qam	12
14	235000000	0	38	256 qam	13
15	243000000	-0.5	38	256 qam	14
16	251000000	-0.2	38	256 qam	15
17	259000000	0.5	38	256 qam	16
18	267000000	1	38	256 qam	17
19	275000000	1.2	38	256 qam	18
20	283000000	1.7	38	256 qam	19
21	291000000	2	40	256 qam	20
22	299000000	2.5	38	256 qam	21
23	307000000	2.7	38	256 qam	22
24	315000000	3.2	40	256 qam	23

Downstream bonded channels

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

1	Locked	40.3	54	0
2	Locked	38.6	1518	26
3	Locked	37.6	423	26
4	Locked	37.6	452	63
5	Locked	37.6	433	61
6	Locked	38.9	322	30
7	Locked	38.6	291	53
8	Locked	38.9	296	4
9	Locked	38.6	180	32
10	Locked	38.6	169	22
11	Locked	38.9	148	34
12	Locked	38.6	145	27
13	Locked	38.9	124	28
14	Locked	38.9	141	25
15	Locked	38.6	113	1
16	Locked	38.6	104	0
17	Locked	38.9	90	0
18	Locked	38.9	48	0
19	Locked	38.6	65	0
20	Locked	38.6	85	35
21	Locked	40.3	79	27
22	Locked	38.9	85	14
23	Locked	38.9	30	0
24	Locked	40.3	83	19

[PaulH2011]

Upstream:

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

1	25800000	41.5	5120	64 qam	6
2	32600014	41	5120	64 qam	5
3	39400046	41.5	5120	64 qam	4
4	46200070	44	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[PaulH2011]

Network log:

Network Log

Time Priority Description

28/01/2021 13:17:21	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 10:04:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 08:13:41	notice	SW download Successful - Via Config file
20/01/2021 08:11:28	notice	SW Download INIT - Via Config file
11/01/2021 16:42:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 08:19:49	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 12:58:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 21:23:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:13:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:13:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:12:57	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:12:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:12:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:12:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:02:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:02:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:02:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:02:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:02:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 18:02:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[PaulH2011]

Incidentally I had to click Post twice for all three, and an extra bit of info once connected it stays connected for the rest of the day apart from the occasional Virgin network problem.

[Andruser]

Power levels and reported SNR are OK.  the network log looks like there's occaisional bad days and then no problems for a several?  The downstream error counts may indicate an issue - the "post-RS" errors are a bit high across most channels, and the logged error "Atom is restarting as part of self healing" remains a serious sounding but unexplained error.  Maybe you do need a new hub?  I'll flag for the staff to comment.

[PaulH2011]

Thanks.

The problem occurs every single day, only very rarely does it finally connect in less than five minutes, I can't recall it ever connecting first time.  I don't load the mail program (or anything else) until my anti-virus program (Kaspersky) is showing as loaded and active.

[Emma_C]

Hi PaulH2011, 

I am really sorry you're having some on going issues with your broadband service, this isn't good. 

We can certainly have a look and see what's going on and replace the hub if needed. 

To do this I will need some account information so I'll pop you a personal message now and we can take it from there. 

Thanks. 

[PaulH2011]

Thanks.

However I did respond to that message, and reply here, but from one of those got an 'authentication failed' message and I can't see my reply here, or my response when going back to the private message, so I don't know what went and what didn't.  I'll try posting this and see what happens ...