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HarryRogers
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No Internet, Secured intermittently

Hi

 

I currently have a SuperHub 3 which was recently upgraded but also  had this issue when I had a SuperHub 2.

 

Basically all device have issues detecting they have an internet connection.  This is across multiple PC's (WiFi and Cabled) and also iPhone and Android phones.  After some minutes, the devices do eventually detect they are connected to the internet.  During the period they have the issue, I can confirm they have a valide IP, can connect to internal IP address, and can also connect to internet systems as long as I specify an IP rather than the DNS name.

 

As the issue is across all types of devices with both WiFi and cable connections, I do not believe this is an internal connection issue to the SuperHub but maybe an external DNS problem but I have no option to change anything on the SuperHub re DNS settings.

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Steven_L
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Re: No Internet, Secured intermittently

Hey @HarryRogers,

 

Sorry to hear that you're having issues connecting to your hub from numerous devices.

 

I have been able to locate your account from your community profile and cannot see any issues with your hub that would be causing this.

 

Please could you try to do a pin hole reset of your hub by holding in the reset button on the back of the hub for around 60 seconds, this should hopefully stop this issue from happening.

 

Also you can find more information about DNS issues on one of the pages on the community, which is on this link here and may help you to get a solution for this issue.

 

Regards

Steven_L

 

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HarryRogers
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Re: No Internet, Secured intermittently

I have now reset my Super Hub 3 a number of times and still have the same issue.

 

As previously stated, this issue is across multiple devices (iPhone, Android & PC) both connected to Wi-Fi and to Ethernet cable.  I can also confirm that the same devices have no issue connecting to someone else's Virgin service or other internet service providers. 

 

How do I fix this?  

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Anonymous
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Re: No Internet, Secured intermittently

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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HarryRogers
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Re: No Internet, Secured intermittently

Downstream

 

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 -2 35 256 qam 30
2 202750000 -3.5 31 256 qam 9
3 210750000 -3.7 31 256 qam 10
4 218750000 -4 31 256 qam 11
5 226750000 -4.2 32 256 qam 12
6 234750000 -4.2 32 256 qam 13
7 242750000 -3.9 33 256 qam 14
8 250750000 -3.7 33 256 qam 15
9 258750000 -3.9 33 256 qam 16
10 266750000 -3.7 33 256 qam 17
11 274750000 -3.7 33 256 qam 18
12 282750000 -3.5 33 256 qam 19
13 290750000 -3.5 33 256 qam 20
14 298750000 -3.5 33 256 qam 21
15 306750000 -3.5 34 256 qam 22
16 314750000 -3.4 34 256 qam 23
17 322750000 -3 34 256 qam 24
18 330750000 -2.7 34 256 qam 25
19 370750000 -3 34 256 qam 26
20 378750000 -2.7 35 256 qam 27
21 386750000 -2.2 35 256 qam 28
22 394750000 -2 35 256 qam 29
23 410750000 -2 34 256 qam 31
24 418750000 -2 35 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 35 143778 331
2 Locked 31.9 82615589 1892
3 Locked 31.6 169904820 2945
4 Locked 31.9 48287096 2155
5 Locked 32.3 58704455 2166
6 Locked 32.9 81009298 923
7 Locked 33.4 2077436 343
8 Locked 33.3 784207 330
9 Locked 33.3 2060531 330
10 Locked 33 1693510 351
11 Locked 33.3 5939487 738
12 Locked 33.9 44019422 435
13 Locked 33.9 265918 256
14 Locked 33.9 466552 242
15 Locked 34.4 1120853 335
16 Locked 34.4 6742374 225
17 Locked 34.4 82066 359
18 Locked 34.4 77861 414
19 Locked 34.9 122197 308
20 Locked 35 99707 324
21 Locked 35 98044 280
22 Locked 35 129275 274
23 Locked 34.9 127595 51496
24 Locked 35.5 108293 216

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HarryRogers
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Re: No Internet, Secured intermittently

Upstream 

 

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700217 4.068 5120 64 qam 2
2 39400000 4.075 5120 64 qam 4
3 46200000 4.075 5120 64 qam 3
4 60300000 4.075 5120 64 qam 1


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

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HarryRogers
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Re: No Internet, Secured intermittently

Network Log

 

Refresh data
Network Log
Time Priority Description
10/10/2020 12:02:52 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 12:01:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 10:39:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 07:56:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 06:33:18 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 03:42:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 02:16:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 19:56:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 16:34:13 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 15:34:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:57:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:51:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:51:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:50:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:50:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:50:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:18:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 11:45:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 08:30:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 03:53:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Anonymous
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Message 8 of 30
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Re: No Internet, Secured intermittently

You have a SNR issue across all of your downstream channels.

There are millions of Pre Rs errors being recorded which your HUB has to correct.

An engineer visit is required to investigate further.

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HarryRogers
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Re: No Internet, Secured intermittently

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Anonymous
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Message 10 of 30
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Re: No Internet, Secured intermittently

Although the BQM takes a while to mature I can already see it's terrible!

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