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Filby
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Super Hub 3 ongoing problems

Area 31   I had a problem with broadband down for a week and fixed last Monday.... problem returned on Friday same symptoms. The bottom light on the Hub 3 is constant green, the arrows are flashing green and the wifi arcs are constant green. Every 10 mins or so the arrows go out and the bottom light flashes green for around 30 secs then back as before. TV and telephone work OK. Neighbours all have good service and "no known faults" for broadband on service status.

The engineer said the hub was fine and went to the green box on the street. After a couple of minutes he was back and got the hub back working. His explanation was that the Hub "locks out" if goes outside a certain range....I wish I had listened more closely!

I have been talking to the faults team who will not send out an engineer. As there is upgrade work in the area that may cause occasional outages they say that if they book a visit it will be automatically cancelled because there are intermittent outages possible. I have received several texts saying network problems solved but my hub acts the same after restart. I know darn well that an engineer would fix it and its clearly an issue with just my wiring....but it's impossible to get them to agree to send someone out.

A new neighbour was having broadband installed this morning and the Virgin guys said there was no problem with service. When I told them about my problem he said "I should complain mate"

Has anyone a clue what the problem is? Just how do you get them to send someone out?

 

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Superuser
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Re: Super Hub 3 ongoing problems

post some info

log into hub - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

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Tony
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Filby
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Re: Super Hub 3 ongoing problems

Ok here goes

Cable modem status

Acquired downstream channel        451000000   Ranging

Ranged upstream channel               46200000    Locked

Provisioning state                             offline

 

Downstream bonded channels

Channel 1      451000000hz      -1      38 snr     256 qam      ch6

Channel1        Locked     rxmer 38 9     Pre rs errors 5    post 0

Upstream bonded channels

Ch1       46200000      34 5       5120     64qam    Ch1

Ch1         ATDMA      Timeouts   T1/0    T2/0    T3/11   T4/0

Gen config

Network access not allowed/ Max CPEs1 /DCOsis   Docis30

And the network log shows a long list alternating with :-

critical  no ranging response received- T3 timeout

Warning!   B-INIT-RNG failure retries exceeded

 

Hope this helps

Thanks for looking

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Superuser
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Re: Super Hub 3 ongoing problems

assuming its a hub3 there are 24 downstream and 2/4 upstream channels - what do the levels for all the other channels say

post the full screen grabs or text grabs

 

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Tony
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Filby
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Re: Super Hub 3 ongoing problems

hi that's all the info on each page....no reference to other channels.

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jbrennand
Alessandro Volta
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Re: Super Hub 3 ongoing problems


@Filby wrote:

hi that's all the info on each page....no reference to other channels.


See the latest posts on this thread for an example of what it should look like

https://community.virginmedia.com/t5/Networking-and-WiFi/Netgear-Orbi-and-a-perpetually-rebooting-su...

 


--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Tudor
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Re: Super Hub 3 ongoing problems

If you only have 1 upstream and 1 downstream channel you have serious problems with your circuit. Phone customer services and report the fault. 


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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Re: Super Hub 3 ongoing problems

Fault reported with all the info above given,but predictably they again said because there was a possibility of intermittent outages due to upgrade work in our postcode any appointment they made for an engineer's visit would be automatically cancelled after a few minutes.

It is ridiculous that there is not a system in place to arrange visits where it is clear there is an ongoing fault that is not connected to upgrade work.

I have escalated this to a complaint and am awaiting a call.

Thanks for all your input...I will update.

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Filby
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Re: Super Hub 3 ongoing problems

48 hours after complaint and still no response from customer services.

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Forum Team (Retired) Nat_J
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Re: Super Hub 3 ongoing problems

I'm sorry to hear about all of this Filby,

 

I've located your details and things appear to have since been resolved.

 

Let us know if this is not the case,

 

Nat_J

 

 


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