Superhub 3 - appalling device.

[dirtyharry73]

Why when I spend a considerable amount of money each month for a 350MB Broadband connection do I have to endure the misery that is the Superhub 3???? I have spent good money out of my own pocket to add a TP-Link Deco Mesh system across the house with the SH3 just running in Modem mode.

It (SH3) is a poor device and will often freeze on the web login page meaning a power cycle is the only option.

The other night I had to do this three times before I could reset it.

It really is NOT fit for purpose and despite contacting VM about it they are not interested in replacing it despite my almost 19 years as a customer.  

FED UP.

[jbrennand]

So all is well then when you have the Deco's running - but you are just making a point 🙂

If so, the shortcomings of VM hubs compared to the professional third party equipment is oft discussed on here.

If not did you set up the Deco's in the sequence that has been posted on here many times?  If so - lets see the connection data - do this....
__________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.
If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.
Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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 - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
________________________________-
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[dirtyharry73]

Generally all is well with the Decos.  Sometimes the broadband speed will crawl and when trying to reboot the hub the web logon is ina cessible.

Rebooting the SH3, lo and behold the speed increases again.

Such a poor device.

[goslow]

---

@dirtyharry73 wrote:

Generally all is well with the Decos.  Sometimes the broadband speed will crawl and when trying to reboot the hub the web logon is ina cessible.

Rebooting the SH3, lo and behold the speed increases again.

Such a poor device.

---

Not too much different with other providers in all likelihood. I am using a BT Smart Hub 2 with their FTTP and their hub is nothing to write home about. In some ways the VM Hubs are actually a superior device!

If you are in modem mode, and using your own networking kit, you should have minimal issues. Follow the advice of jbrennand and post up some stat's from the VM hub to see if you have a problem with your VM connection.

[Ashleigh_C]

Hi there @dirtyharry73

Thank you for your post and welcome back to the forums.

I'm so sorry to hear you are facing issues with your connection, and thank you to our community team for their advise.

Are you able to post the Hub stats as requested? 

[Client62]

The Hub 3 does not always work perfectly with every web browser.   

If you find the login is failing, you might try a switch to Chrome / Edge / Firefox etc to see if that helps.

[dirtyharry73]

Hub 3.0 device information
The information below shows current status of this Hub 3.0.

Standard specification compliant : DOCSIS 3.0
Hardware version : 10
Software version : 9.1.2208.100

Item Status Comments
Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
43100000
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 6.5 37 256 qam 1
2 146750000 6.5 37 256 qam 2
3 154750000 6.4 37 256 qam 3
4 162750000 6.1 37 256 qam 4
5 170750000 6.5 37 256 qam 5
6 178750000 6.5 37 256 qam 6
7 186750000 6.4 38 256 qam 7
8 194750000 6 38 256 qam 8
9 202750000 6 38 256 qam 9
10 210750000 5.9 38 256 qam 10
11 218750000 5.8 38 256 qam 11
12 226750000 5.9 38 256 qam 12
13 234750000 6.1 38 256 qam 13
14 242750000 6.3 38 256 qam 14
15 250750000 6.3 38 256 qam 15
16 258750000 6.6 38 256 qam 16
17 266750000 6.5 38 256 qam 17
18 274750000 6.5 38 256 qam 18
19 282750000 6.8 38 256 qam 19
20 290750000 7 38 256 qam 20
21 298750000 7 38 256 qam 21
22 306750000 7.1 38 256 qam 22
23 314750000 7.5 38 256 qam 23
24 322750000 7.8 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 563 0
2 Locked 37.3 639 0
3 Locked 37.6 630 0
4 Locked 37.6 715 0
5 Locked 37.6 647 0
6 Locked 37.6 570 0
7 Locked 38.6 546 0
8 Locked 38.9 642 0
9 Locked 38.6 924 0
10 Locked 38.6 1072 0
11 Locked 38.6 1229 0
12 Locked 38.6 1333 0
13 Locked 38.6 1243 0
14 Locked 38.9 1180 0
15 Locked 38.6 1305 0
16 Locked 38.6 1421 0
17 Locked 38.9 1527 0
18 Locked 38.6 1660 0
19 Locked 38.9 1698 0
20 Locked 38.9 1983 0
21 Locked 38.9 2086 0
22 Locked 38.9 1898 0
23 Locked 38.6 1766 0
24 Locked 38.9 1583 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100000 43.5 5120 64 qam 2
2 23600000 43.5 5120 16 qam 5
3 30100000 43.8 5120 32 qam 4
4 36600000 43.5 5120 64 qam 3
5 49600000 44 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm


Primary Downstream Service Flow
SFID 27102
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 27101
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Cable Modem Status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time Priority Description
29/01/2023 15:43:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2023 14:07:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 08:34:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2023 17:06:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2023 03:44:24 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2023 11:29:23 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2023 10:59:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2023 15:19:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2023 13:45:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2023 00:24:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:44:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:44:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:44:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:44:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:44:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:44:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:43:9 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:43:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 12:43:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[dirtyharry73]

This device is a total piece of garbage. Yet again I have had to power cycle the thing due to pathetic broadband speed it is dishing out to my Deco.
This junk should be replaced with a decent device. I am running it in Modem mode and it is still junk.
Really fed up with this.

[jbrennand]

Just checking... are you connecting the Deco to the hub in the correct sequence - try again as per this..
___________________________________________
See Tudor’s instructions in message 3 here….

https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-3-solid-red-light-modem-mode/td-p/52408...

[dirtyharry73]

Hello,
Yes as per those instructions that is how I set up the Deco with the VM SH3 in Modem Mode. The light is red on the SH3 and white on the master deco. I have connected the SH3 from ethernet port 4 to port 1 on the Deco. Port 2 on the Deco then goes out to my local switch which my PC is connected to.
After the reboot of the SH3 all is now fine. But I can guarantee about 1 to 2 days time it will be crawling again and I won't be able to login to the hub, the only resolution being a power cycle.
Looking at the Deco app all is well from that side. It looks liked the SH3 simply degrades after a day or two and needs a reboot.
As you can't schedule it, this is a pain.
The device just isn't good enough.
Stuart