I was hoping someone can help with the above issues as you have with others with the same problem.
We’ve experiencing intermittent loss of internet connection for a few minutes at a time. The set up is as follows:
We have a Virgin Superhub 3 running in modem mode with an ASUS Zen Wifi AX as a router. Corresponding with the line drops we see errors in the log file. We have tried a power re-boot which made no difference and full factory reset of the Virgin Superhub 3 which sorted it for just a few days.
We’ve tried telephone support repeatedly but they just don’t get it. They keep saying it must be our Asus but it is nothing of the sort. They refuse to call an engineer and say they cannot see our logs for the hub. We are getting no where with them and they are unable to even accept a copy of our logs by email or any other way!! Below are the logs from the router status as others have done with similar issues and broadband quality monitor.
Your images have been rejected as they contain you i.p and MAC addresses. Can you start again and do it the way below. And post the BQM link to "share live graph which will remove the i.p address. ______________________________
First switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't.
Copy & Paste the hub data as “Formatted Text” (not images) - 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - however if you copy/paste the data, the board software will do this automatically for you (you may need to click the "submit" button again.
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Thank you for taking the time to reply and giving me a steer. We have switched off the hub for 5 minutes at 4pm and although RS error counts set to 0, they are already ramping up. Here are the 3 full sets of data you mentioned:
Those network log errors prove a poor connection. When you first posted hub data the upstream power was right at the top end of accepted operating range, second time that had come down, but now downstream power is right up against the top end of permitted values. In both cases the post-RS error (uncorrected) count is too high. I've flagged for a staff member to take a look and comment for you. Possibly the fix is as simple as technician coming and plugging in an attenuator to the back of the hub, but that's down to the forum staff to conclude if a technician is required, and the technician to decide what's wrong and how to fix it.
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I'm sorry to hear you've had some issues with your connection, I've been able to locate your account using your forum details and can see the upstream power is out of specification as Andrew-G has suggested.
I've arranged an engineer visit, you can view the time and date of your appointment via your online account here