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fanyon23
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Message 1 of 18
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Superhub 3 disconnects from internet in the evenings

A month ago 4 of us moved into a house for uni that had virgin broadband. After a short while we noticed that the router would disconnect from the internet quite frequently in the evenings for about 15-20 minutes every 1-2 hours. We called virgin up and they said they'd monitor our connection, after this it was fine for a couple of days. Then it got bad again and it we called up again and told them the exact story, they sent a new router as they thought ours was faulty. After we got the new router the problem still persisted and we called up again and then they sent out an engineer. We told him the exact story and after doing all the tests, he said there was nothing wrong with the connection. However just to give him peace of mind he installed a new router. After this there have been some days where the internet is fine however on some days the problem still persists. At this point we really have no idea what is wrong with our internet. Hoping someone can help.

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fanyon23
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Message 2 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Okay so after a lot of digging I found in the admin panel of the router settings there is a system uptime value. At the moment, this value is the time it's been since the last time the internet went down. So i'm led to believe the problem is that in the evenings the router is rebooting itself. However still not sure why because this is our 3rd router which came from the engineer himself and he said there is nothing wrong with it, so it can't be the router. So maybe a problem with the line/circuit?

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jbrennand
Alessandro Volta
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Message 3 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Is the problem just on wifi or do ethernet cable connected devices drop out too ?


--------------------
John
--------------------

My 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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fanyon23
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Message 4 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Both wireless and Ethernet drop out. The router loses connection with the internet and then if it doesn’t receive a connection for a couple of minutes it reboots 

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jbrennand
Alessandro Volta
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Message 5 of 18
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Re: Superhub 3 disconnects from internet in the evenings

OK - post up your network connection details and someone (not me !) will check to see if there is a problem there.  Go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status”- text at bottom middle of first page up --  and then copy/paste 3 sets of data onto here - the downstream, upstream , &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data, IP or mac addresses.


--------------------
John
--------------------

My 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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fanyon23
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Message 6 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Here are the network connection details

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1298750000-3.238256 qam21
2322750000-3.938256 qam24
3314750000-3.738256 qam23
4306750000-3.538256 qam22
5290750000-3.238256 qam20
6282750000-338256 qam19
7258750000-1.740256 qam16
8250750000-1.540256 qam15
9242750000-1.240256 qam14
10234750000-140256 qam13
11274750000-2.540256 qam18
12266750000-240256 qam17
13226750000-0.740256 qam12
14218750000-0.740256 qam11
15210750000-0.540256 qam10
16202750000-0.240256 qam9
17194750000040256 qam8
181867500000.240256 qam7
191787500000.540256 qam6
201707500000.940256 qam5
21162750000138256 qam4
221547500001.240256 qam3
231467500001.540256 qam2
241387500001.940256 qam1


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6386338135782
2Locked38.9381119135136
3Locked38.6379197132263
4Locked38.9377294129331
5Locked38.9392199144903
6Locked38.9394514159934
7Locked40.9377869145104
8Locked40.3376667139221
9Locked40.3387062148555
10Locked40.3404032169576
11Locked40.3388220175177
12Locked40.3383126168420
13Locked40.3406024170111
14Locked40.9389295154569
15Locked40.3394718151828
16Locked40.9403779163076
17Locked40.9402486165852
18Locked40.3394794160102
19Locked40.3391894159512
20Locked40.3419475200673
21Locked38.9553848385014
22Locked40.3471759270667
23Locked40.3425529239222
24Locked40.3522418345675
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fanyon23
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Message 7 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000042.8512064 qam74
23260000041.8512064 qam76
33940000042.5512064 qam75
45370000044512064 qam73


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00170
2ATDMA00250
3ATDMA00200
4ATDMA00110
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fanyon23
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Message 8 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Network LogTime Priority Description
2018-10-21 22:53:39.00criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 22:53:39.00criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 22:53:48.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 22:58:17.00criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:38.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:09:52.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:40:44.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:41:27.00criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:41:28.00criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:41:29.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:41:54.00criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:41:54.00criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:41:54.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:42:06.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:42:07.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:42:57.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-21 23:47:51.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-22 00:23:09.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-22 01:07:41.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-22 01:07:52.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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griffin
Alessandro Volta
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Message 9 of 18
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Re: Superhub 3 disconnects from internet in the evenings

It looks like your upstream is misbehaving, you have quite a few T3 errors yesterdat evening and the Hub was dropping connection to VM's servers.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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Forum Team (Retired) Samantha_L
Forum Team (Retired)
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Message 10 of 18
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Re: Superhub 3 disconnects from internet in the evenings

Hi fanyon23,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing intermittent broadband connection.

 

There has been work completed at the exchange on Tuesday. Have you noticed an improvement with the connection at all?

 

The router is showing as being online for only 7 hours, however there are no time-outs reported. If you still have this issue can you please re-post the router information?

 

Thanks

Sam


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