on 01-02-2023 22:55
Hi
I’m having speed and connection problems. Sometimes speeds drops down to around 2 Mbps for some devices and sometimes devices are disconnected. Restarting the Super Hub 2 fixes the problems temporarily.
I called Virgin for technical support and was given two options: pay to activate a new router or enter into a new contract which would come with a new router. Neither of these seem satisfactory; I don’t see why a contract negotiation should be conflated with tech support or why I should have to pay to solve the issue.
I initiated a second call today for technical support and something was done remotely to the router. Sadly, the problems continue.
I don’t seem to be getting anywhere solving these problems. Does anyone know how I can escalate this matter?
Here are the network logs:
First Time | Last Time | Priority | Error Number | Description |
01/02/2023 21:49:27 GMT | 01/02/2023 21:49:27 GMT | Error (4) | 68010302 | DHCP WAN IP - 80.193.40.177 |
01/02/2023 21:48:26 GMT | 01/02/2023 21:48:26 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
01/02/2023 17:37:10 GMT | 01/02/2023 17:37:10 GMT | Error (4) | 68010302 | DHCP WAN IP - 80.193.40.177 |
01/02/2023 17:36:06 GMT | 01/02/2023 17:36:06 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
01/02/2023 11:30:36 GMT | 01/02/2023 11:30:36 GMT | Error (4) | 68010302 | DHCP WAN IP - 80.193.40.177 |
01/02/2023 11:29:33 GMT | 01/02/2023 11:29:33 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Thanks
on 02-02-2023 16:42
on 03-02-2023 13:06
I can only get 1 table from the downstream and 1 from the upstream. I don't know if I've mentioned this before, but I have a Super Hub 2.
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 | 195000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 |
Power Level (dBmV) | 3.80 | 2.62 | 2.19 | 2.66 | 2.80 | 2.71 | 2.48 | 2.21 |
RxMER (dB) | 37.36 | 36.84 | 36.84 | 36.61 | 37.64 | 37.36 | 37.09 | 37.09 |
Pre RS Errors |
1157 | 1396 | 702 | 874 | 439 | 433 | 428 | 339 |
Post RS Errors |
293 | 334 | 301 | 296 | 276 | 320 | 301 | 277 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 1 | 2 | 3 | 4 |
Frequency (Hz) | 49600000 | 43100000 | 36600000 | 30100000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 64QAM | 64QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 46.00 | 46.00 | 44.50 | 43.50 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 4 | 0 | 0 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Network Log
First Time | Last Time | Priority | Error Number | Description |
03/02/2023 01:00:42 GMT | 03/02/2023 01:00:42 GMT | Error (4) | 68010302 | DHCP WAN IP - 80.193.40.177 |
03/02/2023 00:59:53 GMT | 03/02/2023 00:59:53 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
03/02/2023 00:57:51 GMT | 03/02/2023 00:57:51 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
02/02/2023 22:34:29 GMT | 02/02/2023 22:34:29 GMT | Error (4) | 68010302 | DHCP WAN IP - 80.193.40.177 |
02/02/2023 22:33:38 GMT | 02/02/2023 22:33:38 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
02/02/2023 22:31:26 GMT | 02/02/2023 22:31:26 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
02/02/2023 13:58:54 GMT | 02/02/2023 13:58:54 GMT | Error (4) | 68010302 | DHCP WAN IP - 80.193.40.177 |
02/02/2023 13:57:52 GMT | 02/02/2023 13:57:52 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Thanks for your help. I'll look into the broadband quality monitoring that you have suggested.
on 05-02-2023 14:37
Hi Tony_New_York, thanks for the message and welcome to the forums.
I m sorry to hear that you are having issues with the connection, can you do a reboot please.
Would you also be able to send me over the BQM so that this can be looked into further.
How is the service at the moment?
Kind regards, Chris.
on 10-02-2023 15:29
Hi Chris_W1
Thanks for your welcoming message.
We've been rebooting the Super Hub quite regularly to get things working again. My brother works from home, so he relies on it more than the rest of us. He says there are good days when the connection is working well and bad days when he has to reboot the router because either the speed has dropped right down or devices have been kicked off.
jbrennand helpfully suggested that I should setup a broadband quality monitor in the thinkbroadband website, but the monitor wasn't working until I changed a setting in the Super Hub.
I have copied and pasted the direct link to the live graph. Is this the data you were asking for?
Thanks for your help.
on 12-02-2023 15:57
Thanks for the reply @Tony_New_York on the forums.
May I ask if you're able to perform a factory reset on the VM Hub and then share the data from the BQM graph post reset, for the next 24 hours.
Pop a pin in the reset pin hole, located at the back or underneath the hub, for 40 seconds.
Let us know.
Kind regards,
Ilyas.
on 16-02-2023 11:43
Hello Ilyas
Thanks for taking an interest in this issue.
I reset our VM Super Hub to factory settings yesterday morning at about 11:30. I will now share yesterday's and today's BQM graphs.
Please let me know your thoughts.
Thank you.
on 18-02-2023 16:31
Hi there @Tony_New_York
We are so sorry to hear that you are still facing issues after the reboot, I have taken a look and I can see that there is currently an outage in your area.
This is due to be resolved February 20th at 5.20pm. Are you able to let us know then how things are looking?
Thanks again.
on 21-02-2023 15:03
Hello Ashleigh_C
Thank you for your message.
We've been monitoring the service since 5:20 yesterday when you say the outage should have cleared (not that we saw any issues listed in the Virgin Media website) but we are still having problems.
We continue to have to reboot the Super Hub 2 almost daily because either the speed drops down or our devices get disconnected. We've been methodically and patiently following helpful advice from people in this forum and we are still having the same issues. Is it possible that the issue could be the Super Hub 2 rather than the broadband connection to our house? When I first reported these issues by phone, I was told that my current Super Hub 2 is obsolete.
So as it stands, I'm paying £55 a month for a service which isn't working very well and to date the only solution offered is that I pay to upgrade it. Doesn't make me feel good about being a VM customer.
Do you have any further advice?
Thank you
on 23-02-2023 15:12
I'm so sorry to hear that these issues have continued @Tony_New_York and thank you for popping back to us.
I can see that the outage has been extended to the 27th of February at 5.20pm. I am so sorry to hear that this has been extended, but are you able to let us know how things are looking after this time?