Intermittent broadband Freeze and Drop out
Virgin Superhub 3 on M125 has been having intermittent drop out and freeze when trying to connect cell phone and also when watching Channel 4 and U TV for over 12 months and now becoming more frequent.
Have spoken with support but no resolution.
I have used Think Broadband BQM shown below which shows what I understand to be a reasonably normal performance of the router connection.
I have also tried Tracer Route to both channel 4 and U TV websites results attached. Both traces show Requests timed out on hops 3 and 5 which if, I am understanding correctly, are within the virgin network. Could these time outs be a part of or indicator of the reason for these drop outs?
I have reset both the hub(Many times ) and the TV which is a Samsung Series 7 with no improvement.
Speed test run on cell phone using samknows close to tv at time of freeze and drop out shows wifi at over 100Mbps.
Can anyone assist in finding a solution to stop these drop outs?
Cable Modem StatusItem Status Comments
| Acquired Downstream Channel (Hz) | 234750000 | Locked |
| Ranged Upstream Channel (Hz) | 49600000 | Locked |
| Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
| 1 | 234750000 | -4.4 | 38 | 256 qam | 13 |
| 2 | 242750000 | -4.9 | 38 | 256 qam | 14 |
| 3 | 250750000 | -5.4 | 38 | 256 qam | 15 |
| 4 | 258750000 | -5.2 | 38 | 256 qam | 16 |
| 5 | 266750000 | -4.7 | 38 | 256 qam | 17 |
| 6 | 274750000 | -4.7 | 38 | 256 qam | 18 |
| 7 | 282750000 | -4.7 | 38 | 256 qam | 19 |
| 8 | 290750000 | -5.4 | 38 | 256 qam | 20 |
| 9 | 298750000 | -5.2 | 38 | 256 qam | 21 |
| 10 | 306750000 | -5.5 | 38 | 256 qam | 22 |
| 11 | 314750000 | -5.5 | 38 | 256 qam | 23 |
| 12 | 322750000 | -5.5 | 38 | 256 qam | 24 |
| 13 | 330750000 | -5.5 | 38 | 256 qam | 25 |
| 14 | 338750000 | -5.9 | 38 | 256 qam | 26 |
| 15 | 346750000 | -5.9 | 38 | 256 qam | 27 |
| 16 | 354750000 | -6 | 38 | 256 qam | 28 |
| 17 | 362750000 | -6.5 | 38 | 256 qam | 29 |
| 18 | 370750000 | -6.9 | 38 | 256 qam | 30 |
| 19 | 378750000 | -7.5 | 37 | 256 qam | 31 |
| 20 | 386750000 | -7.7 | 37 | 256 qam | 32 |
| 21 | 394750000 | -7.7 | 37 | 256 qam | 33 |
| 22 | 402750000 | -7.7 | 38 | 256 qam | 34 |
| 23 | 410750000 | -8 | 37 | 256 qam | 35 |
| 24 | 418750000 | -8 | 37 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
| 1 | Locked | 38.6 | 12958 | 4686 |
| 2 | Locked | 38.6 | 23983 | 4886 |
| 3 | Locked | 38.6 | 14366 | 3631 |
| 4 | Locked | 38.9 | 14896 | 4036 |
| 5 | Locked | 38.6 | 13352 | 4329 |
| 6 | Locked | 38.9 | 13316 | 4115 |
| 7 | Locked | 38.9 | 13904 | 3968 |
| 8 | Locked | 38.9 | 16515 | 4306 |
| 9 | Locked | 38.6 | 16648 | 4603 |
| 10 | Locked | 38.9 | 17233 | 3332 |
| 11 | Locked | 38.6 | 17929 | 3545 |
| 12 | Locked | 38.6 | 18920 | 3940 |
| 13 | Locked | 38.9 | 19256 | 4366 |
| 14 | Locked | 38.6 | 19876 | 5754 |
| 15 | Locked | 38.6 | 19092 | 4191 |
| 16 | Locked | 38.6 | 19670 | 4100 |
| 17 | Locked | 38.9 | 21260 | 4771 |
| 18 | Locked | 38.6 | 22497 | 5044 |
| 19 | Locked | 37.6 | 26524 | 5589 |
| 20 | Locked | 37.6 | 25154 | 6548 |
| 21 | Locked | 37.6 | 23095 | 6757 |
| 22 | Locked | 38.6 | 22763 | 6005 |
| 23 | Locked | 37.6 | 23764 | 7739 |
| 24 | Locked | 37.6 | 23547 | 7600 |