Menu
Reply
ccw179
  • 17
  • 1
  • 3
On our wavelength
193 Views
Message 1 of 6
Flag for a moderator

Super Hub 3 Problem?

Hi all,

I've had some problems losing my internet connection every now and again for say 20 minutes at a time. I looked on the hub and it tells me I have "Partial service DS only". I've pasted the downstream stats below. Can someone who knows what there looking for interpret this and let me know if I have an obvious problem. Many thanks.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1395000000-937256 qam33
2219000000-935256 qam11
3227000000-10.534256 qam12
4235000000-10.737256 qam13
5243000000-10.937256 qam14
6251000000-1434256 qam15
7259000000-23.325256 qam0
8267000000-18.730256 qam17
9275000000-13.535256 qam18
10283000000-12.436256 qam19
11291000000-12.735256 qam20
12299000000-14.834256 qam21
13307000000-17.731256 qam22
14315000000-20.429256 qam23
15323000000-22.328256 qam24
16347000000-17.531256 qam27
17355000000-13.335256 qam28
18363000000-11.236256 qam29
19371000000-9.737256 qam30
20379000000-8.938256 qam31
21387000000-8.937256 qam32
22403000000-10.737256 qam34


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors  
1Locked37.3300 
2Locked35114220 
3Locked34.9257540 
4Locked37.3930 
5Locked37.6790 
6Locked34.3777000 
7Locked25.813369197198322 
8Locked30.140702501412 
9Locked35.516350 
10Locked36.6730 
11Locked35.72940 
12Locked34.4938110 
13Locked31.9234339700 
14Locked29.85835533872 
15Locked2812604694927233707 
16Locked31.6349867920 
17Locked3523570 
18Locked36.3320 
19Locked37.6250 
20Locked38.6110 
21Locked37.680 
22Locked37.370 
0 Kudos
Reply
Andrew-G
  • 6.23K
  • 1.1K
  • 2.65K
Very Insightful Person
Very Insightful Person
184 Views
Message 2 of 6
Flag for a moderator
Helpful Answer

Re: Super Hub 3 Problem?

You've got a bad, bad power level problem, and I've flagged that for the staff to advise and book a technician if needed (which you probably will).  Bear with them, and they'll advise on next steps.  It's probably not a faulty hub, and hopefully that's the case as VM seem to have run out of hubs at the moment.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

ccw179
  • 17
  • 1
  • 3
On our wavelength
177 Views
Message 3 of 6
Flag for a moderator

Re: Super Hub 3 Problem?

I have had problems with external cabling before so it's possibly in that area.

Many thanks for the help. Much appreciated.

0 Kudos
Reply
Tom_F
  • 3.08K
  • 182
  • 386
Forum Team
Forum Team
156 Views
Message 4 of 6
Flag for a moderator

Re: Super Hub 3 Problem?

Hi @ccw179, thanks for your post - sorry to hear you've been having these issues with your broadband.

 

It's clear to see that the hub is out of spec when checking from our end as well, to ensure this is sorted asap I have scheduled the soonest appointment with an engineer.

Please check the appointment time via your online account (virg.in/myVM) and you can reschedule from there if needed.

 

Let us know how the visit goers, or if we can help with anything else.

 

Tom 

Andrew-G
  • 6.23K
  • 1.1K
  • 2.65K
Very Insightful Person
Very Insightful Person
155 Views
Message 5 of 6
Flag for a moderator

Re: Super Hub 3 Problem?

Could well be a cabling or jointing issue.  If it's a joint, then hopefully a field tech can quickly sort that out, if it's buried cabling then it may need a "re-pull", which is probably going to be a further stage after a tech visit, so might take a couple of weeks.  The vast majority of faults like this are fixable and VM do fix them, but depending on how this is affecting your internet use, you might want to see if hot-spotting off a mobile works for you, or (if practical and they agree) sharing next door's wifi.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

ccw179
  • 17
  • 1
  • 3
On our wavelength
154 Views
Message 6 of 6
Flag for a moderator

Re: Super Hub 3 Problem?

Thanks Tom. Much appreciated.

0 Kudos
Reply