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Hub 3 dropping off the wired network intermittently

 

I've got a Virgin Super Hub 3 set up in Router mode providing DHCP for my wired & wireless home network. I don't use its WiFi functions as have 3 x BT Whole Home Access Points (not the Premium model that seems to cause problems on other posts. This set up has worked fine for 2+ years.

Ever since Monday morning the router seems to intermittently drop off the network and neither 192.168.0.1 or 8.8.8.8 are pingable even from different PCs plugged directly into the Super Hub. I've restarted and factory reset the Super Hub 3 but no joy.

Removing most of my home network from my wired switch seems to make things more stable so that I can just about get through the day's work but when I reconnect more of the wired network the router quickly disappears again or intermittently cannot be pinged. Like I say, I've been using it with this setup for years.

By process of elimination I've come to the conclusion it's the Super Hub that's the problem as Internet access seems stable enough when I can ping the Hub. I've not been able to get to speak to a human on 150 or the chat bot to request a replacement Hub, can anyone advise how to do this or anything else I can try?

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Alessandro Volta
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Message 2 of 8
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Re: Hub 3 dropping off the wired network intermittently

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 8
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Re: Hub 3 dropping off the wired network intermittently

 

 

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 6.9 38 256 qam 25
2 203000000 6.9 38 256 qam 9
3 211000000 6.6 38 256 qam 10
4 219000000 6.5 38 256 qam 11
5 227000000 6 38 256 qam 12
6 235000000 6 38 256 qam 13
7 243000000 5 38 256 qam 14
8 251000000 5 38 256 qam 15
9 259000000 4.6 38 256 qam 16
10 267000000 5.3 38 256 qam 17
11 275000000 5.1 38 256 qam 18
12 283000000 4.5 38 256 qam 19
13 291000000 3.5 38 256 qam 20
14 299000000 3.5 38 256 qam 21
15 307000000 5.5 38 256 qam 22
16 315000000 6.1 40 256 qam 23
17 323000000 6.5 40 256 qam 24
18 371000000 6.9 40 256 qam 26
19 379000000 6.9 38 256 qam 27
20 387000000 6.5 40 256 qam 28
21 395000000 6.1 38 256 qam 29
22 403000000 6.1 40 256 qam 30
23 411000000 6.3 40 256 qam 31
24 419000000 6.1 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 1033 243
2 Locked 38.9 576 366
3 Locked 38.9 605 386
4 Locked 38.9 643 310
5 Locked 38.9 680 229
6 Locked 38.9 665 386
7 Locked 38.6 748 215
8 Locked 38.9 755 390
9 Locked 38.9 810 287
10 Locked 38.9 834 318
11 Locked 38.6 808 302
12 Locked 38.9 920 326
13 Locked 38.9 971 302
14 Locked 38.6 1091 433
15 Locked 38.9 929 215
16 Locked 40.3 937 465
17 Locked 40.3 1002 276
18 Locked 40.3 1132 388
19 Locked 38.9 1130 469
20 Locked 40.3 1154 365
21 Locked 38.9 1174 391
22 Locked 40.3 1157 454
23 Locked 40.3 1164 354
24 Locked 40.3 1167 254

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 4.675 5120 64 qam 1
2 39400000 4.4 5120 64 qam 4
3 53700000 4.625 5120 64 qam 2
4 46200000 4.475 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

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID 908384
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 908383
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

 

Network Log
Time Priority Description
11/11/2020 16:31:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 19:46:8 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 15:06:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 21:05:29 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 20:53:43 notice SW download Successful - Via Config file
09/11/2020 20:51:47 notice SW Download INIT - Via Config file
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 08:30:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:50:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 12:37:56 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 12:26:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 18:07:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:06:34 notice SW download Successful - Via NMS
03/11/2020 02:03:19 notice SW Download INIT - Via NMS
02/11/2020 23:06:59 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 16:52:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 11:06:58 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 09:00:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 09:11:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 09:11:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Alessandro Volta
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Message 4 of 8
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Re: Hub 3 dropping off the wired network intermittently

Can you do another test at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 5 of 8
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Re: Hub 3 dropping off the wired network intermittently

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 8
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Re: Hub 3 dropping off the wired network intermittently

speedtest.net
 PING ms
7
 DOWNLOAD Mbps
219.72
 UPLOAD Mbps
21.12

 

My BQM link 

 

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Message 7 of 8
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Re: Hub 3 dropping off the wired network intermittently

Day 6 of unreliable Internet access. Over 2 hours spent over multiple calls on 150 unable to get to the front of the queue.

This morning I power on the Windows PC that's plugged direct into the Super Hub, find no Internet access, so ping the Super Hub on 192.16.8.0.1 and only get Request Timed Out.

I then go and unplug my lounge devices (nothing exotic, an 8 port switch, Amazon Fire TV, Chromecast etc) from my network switch and the Windows PC *immediately* jumps into life getting a solid ping reply from the Super Hub.

This has to be a faulty SuperHub; I've been using this set up reliably for many years now so think a replacement must be the only way to rectify it but I can't get to a human at Virgin to acknowledge me...

 

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Message 8 of 8
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Re: Hub 3 dropping off the wired network intermittently

Finally got through just now. While I was waiting on call again I posted that previous message.

Phoning just after 8am on Saturday I got through in 20 mins compared to over 40 mins waiting before giving up at similar and other times during weekdays.

In fairness to Virgin the helpline person spoke fluent English, listened to my description of what I had tested (didn't make me jump through hoops while they waste both our time re-starting everything on the call) and immediately confirmed they would send me a new Super Hub 3 to arrive by Tuesday. Fingers crossed.

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