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Need an engineer

Hi, I have spent over 4 hours on hold listening to just 4 songs over and over again for the past 3 days being passed from pillar to post, I just want an engineer to come out now who actually knows what they are doing. 

Originally I just had wifi black spots and wanted a booster to fix the problem. After getting hold of someone they ordered the boosters for me, happy days. Or so I thought. 

After he ordered the boosters he said that he could see an issue with the setup of my superhub 4 and he would change the settings to help the wifi, that's when things started going wrong. Since he altered the settings the internet transmission is now intermittent and is off as much as it's on. 

I have spent the last 2 days on hold waiting for someone else to try and put it back right but each time it has made no difference. The status report on the webpage doesn't work and when I finish work the call centres are closed. I understand that the virus makes things harder for everone but it's very frustrating as a customer trying to get problems sorted out with limited ways of getting hold of anyone, and then when you finally get through being put on hold yet again as non of the staff no how to fix the superhub 4. 

I hope that someone on here can get me sorted because I can't stomach listening to those 4 crap songs over and over again for another couple of hours.

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Alessandro Volta
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Message 2 of 36
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Helpful Answer

Re: Need an engineer

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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 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.

Then

 

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 and Network Log tabs onto here, if you get a yellow 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 36
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Re: Need an engineer

Thanks for the quick reply, I'll try and do this before I go to sleep, otherwise I'll have to do it in the morning before work.

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Message 4 of 36
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Re: Need an engineer

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Alessandro Volta
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Re: Need an engineer

If you don't see this below, you need to login, select your language and it will then ask you to change the password- you can skip that step.

Then logout and try again.

Router-Status-01

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

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 36
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Re: Need an engineer

Hi Mike, I've tried a few times but I get a spinning icon for a second then nothing. I can click next and look at the settings but the check router status isn't working. It doesn't help when I keep losing connection though.  

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Alessandro Volta
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Message 7 of 36
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Re: Need an engineer

Log into the Hub and click Advanced Settings > Tools > Network Status

You don't need Internet access to access the Hub but you do need it to post the data.

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

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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Re: Need an engineer

3.0 Downstream channels

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

253307500005.19999740.366287QAM25625
92027500005.90000240.946209QAM2569
102107500006.09999840.946209QAM25610
112187500006.09999840.366287QAM25611
122267500005.80000340.366287QAM25612
132347500005.69999740.366287QAM25613
142427500005.69999740.366287QAM25614
152507500005.69999740.946209QAM25615
162587500005.30000340.946209QAM25616
172667500005.30000340.946209QAM25617
182747500006.19999740.946209QAM25618
192827500006.50000040.946209QAM25619
202907500006.19999740.946209QAM25620
212987500005.40000240.946209QAM25621
223067500005.19999740.946209QAM25622
233147500005.50000040.946209QAM25623
243227500005.90000240.946209QAM25624
263707500004.80000340.366287QAM25626
273787500004.69999740.366287QAM25627
283867500004.90000240.366287QAM25628
293947500004.80000340.366287QAM25629
304027500005.00000040.366287QAM25630
314107500005.40000240.366287QAM25631
324187500004.90000240.366287QAM25632
334267500004.40000240.366287QAM25633
344347500004.00000038.605377QAM25634
354427500004.50000040.366287QAM25635
364507500004.50000040.366287QAM25636
374587500004.50000040.366287QAM25637
384667500004.30000340.366287QAM25638
394747500004.30000340.366287QAM25639



3.0 Downstream channels

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

25Locked000
9Locked3400
10Locked3400
11Locked282600
12Locked282600
13Locked3400
14Locked3400
15Locked282600
16Locked282600
17Locked3400
18Locked3400
19Locked282600
20Locked282600
21Locked3400
22Locked3400
23Locked282600
24Locked3400
26Locked3400
27Locked282600
28Locked282600
29Locked3400
30Locked3400
31Locked282600
32Locked282600
33Locked3400
34Locked3400
35Locked282600
36Locked282600
37Locked3400
38Locked3400
39Locked3156607100



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 2.72733670
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Alessandro Volta
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Message 9 of 36
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Can you uncheck the Helpful Answer please, outside the thread it shows as Re: Need an engineer

Can you uncheck the Helpful Answer please, outside the thread it shows as 'Query Answered'. Ta

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

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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Re: Need an engineer

3.0 Upstream channels

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

15370000045.0205995120 KSym/sec64QAM5
22580000033.0205995120 KSym/sec64QAM4
33260000033.0205995120 KSym/sec64QAM3
43940000033.0205995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0060663148
2US_TYPE_STDMA0060663148
3US_TYPE_STDMA0060663148
4US_TYPE_STDMA0060663148
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