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gtiboy
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Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Hi all,

I have a problem with my Super Hub 3, it keeps disconnecting from Wifi a couple of times a day. Although the LED on the Super Hub 3 stays a solid white colour.

Is this a modem problem? 

Also are Virgin Media still giving out Free upgrades for the Super Hub 4?

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lotharmat
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Hiya,

I don't think they are doing upgrades to the Hub 4.

Do ethernet connected devices drop at the same time or is it purely Wifi?

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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gtiboy
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Hi, I currently have no ethernet connected devices, all devices connected via Wifi only. 

I did look at Event Viewer in Windows and I am getting an Event ID of 1014, which points to a DNS issue, doing some research it suggests it could be the modem as the cause.

Here are the stats as requested.

Cable Modem Status Item Status Comments
Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
32600043
Locked
Provisioning State
Online

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330750000-0.535256 qam25
2234750000-235256 qam13
3242750000-2.235256 qam14
4250750000-135256 qam15
5258750000-0.535256 qam16
6266750000-0.535256 qam17
7274750000-0.535256 qam18
8282750000-0.535256 qam19
9290750000-0.535256 qam20
10298750000-0.535256 qam21
11306750000-0.435256 qam22
12314750000-0.435256 qam23
13322750000-0.435256 qam24
14338750000-0.535256 qam26
15346750000-1.234256 qam27
16354750000-1.935256 qam28
17362750000-2.434256 qam29
18370750000-2.533256 qam30
19378750000-2.734256 qam31
20386750000-2.734256 qam32
21394750000-2.534256 qam33
22402750000-2.735256 qam34
23410750000-2.734256 qam35
24418750000-2.734256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.5431466
2Locked35.5550671
3Locked35548461
4Locked35.54182848
5Locked35.7275509
6Locked35.7390619
7Locked35.5474541
8Locked35.7369682
9Locked35.5566466
10Locked35.5630436
11Locked35.7570501
12Locked35.5701450
13Locked35.7843434
14Locked35.5440630
15Locked34.9750573
16Locked351640675
17Locked34.326635624
18Locked33.4969485522
19Locked34.91866409
20Locked34.91547489
21Locked34.45647505
22Locked351590498
23Locked34.92003563
24Locked34.92393707

 

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gtiboy
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Upstream bonded channels

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

13260004335.5512064 qam5
23940000035.5512064 qam4
34619999837512064 qam3
45370001737512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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gtiboy
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
yewrkldJKDHSUBsgvca69834n



Primary Downstream Service Flow

SFID27478
Max Traffic Rate57500000
Max Traffic Burst10000
Min Traffic Rate0



Primary Upstream Service Flow

SFID27459
Max Traffic Rate5250045
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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gtiboy
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

 

Network Log

Time Priority Description

13/04/2021 14:55:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 12:37:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 12:10:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 19:27:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 19:27:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:05:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:02:51ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:02:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:02:43ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:00:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:59:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:59:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:59:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:59:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:59:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:59:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:58:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:58:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:58:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:58:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Molly_G
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Hi @gtiboy,

 

Thanks for providing these and sorry to hear that your Hub 3 keeps dropping in WiFi connection.

Just to understand a little further, I'd like to ask a couple of questions:

  • When this happens, do all devices drop at the same time?
  • Are you able to test if the same issues occur via ethernet connection as per Iotharmat's advice? This may help identify the problem more precisely.

Keep us posted,

Molly_G
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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gtiboy
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Hi Molly, 

So I tested the connection via Ethernet and it works fine, no drops outs, but I am having drop outs via WiFi, both on my computer and on mobile devices.

I presume this is a super hub related issue. I have tried resetting the hub, but to no avail. 

How do I go about this getting it replaced?

Thanks

Dean

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Adduxi
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day


@gtiboy wrote:

Hi Molly, 

So I tested the connection via Ethernet and it works fine, no drops outs, but I am having drop outs via WiFi, both on my computer and on mobile devices.<snip>


Your Upstream is a tad on the low side and you have PostRS errors, along with SYNC errors, all of which suggest noise on the line.  This needs an engineer to find and fix.  I would doubt if a new Hub would fix this.

You should setup a BQM here www.thinkbroadband.com/ping  for comment.

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Jodi_S
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Re: Super Hub 3 Wifi Keeps Disconnecting Several Times a Day

Thanks for coming back to us gtiboy,

 

If you're having no issue connected through an Ethernet cable we would need to do further checks before we could swap out the modem for you.

 

As our valued member Adduxi has advised are you able to set up a BQM monitor and post your finding on here for us? We advised to let this run for 24 hours so we can get a good idea with what is happening in that time.

 

We will also do some manual checks from our end to check the power levels are within specification and that you're not being affected by any area faults.

 

Please post your logs when you have run the test and we can take it from there for you.

 

Kind regards Jodi.

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