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Virgin Superhub 3 keeps dropping connection from Virgin

CarlReeves
Tuning in

I have moved home and had the engineer install my original Hub 3 at my new address. I was getting a lot of dropouts at my old house (Virgin Super hub 3 constantly dropping connection). Since moving I am still getting the same connection dropouts.
This is not wifi. This is the actual router disconnecting from Virgin. When I eventually can log into the router it says it has been online for 2 mins.

I have a 14 day cooling down period (starting from Friday 3rd Sept) and need to see this working properly before I cancel this and go elsewhere. 

I see it is getting RCS Partial Service a lot in the log file.

Anyone any ideas?

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1299000000-0.938256 qam21
2139000000-0.730256 qam1
3147000000-1.731256 qam2
4155000000-130256 qam3
5163000000-2.228256 qam4
6171000000-229256 qam5
7179000000-1.431256 qam6
8187000000-133256 qam7
9195000000-0.534256 qam8
10203000000-133256 qam9
11211000000-1.533256 qam10
12219000000-3.530256 qam11
13227000000-2.227256 qam12
14235000000-2.436256 qam13
15243000000-1.437256 qam14
16251000000-2.537256 qam15
17259000000-1.737256 qam16
18267000000-3.537256 qam17
19275000000-2.537256 qam18
20283000000-3.237256 qam19
21291000000-0.438256 qam20
223070000000.938256 qam22
23315000000-0.738256 qam23
24323000000038256 qam24



Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.600
2Locked30.364845234734
3Locked31.65375572157
4Locked30.460429933170
5Locked28.7693689722220
6Locked29.4728267685788
7Locked31.3688761326598
8Locked33.354456819624
9Locked34.32891132823
10Locked33.4206754554
11Locked33.41560720
12Locked30.19732740
13Locked27.17029601394157
14Locked36.300
15Locked37.600
16Locked37.600
17Locked37.670
18Locked37.300
19Locked37.670
20Locked37.330
21Locked38.600
22Locked38.600
23Locked38.600
24Locked38.600

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000244.8512064 qam6
23259998145.3512064 qam5
33940000444.8512064 qam4
44620000745.8512064 qam3



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
08/09/2021 18:07:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:04:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:04:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:02:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12 REPLIES 12

See how it goes over the next couple of days, on startup, you will get quite a few as the system initialises - but yet, nothing I can really put my finger on but the figures are making me slightly uneasy.

Update - It was all working fine until yesterday. There's a company installing fibre in our street and they just cut through Virgin's cables supplying my neighbour and myself. Absolute idiots.

Thankfully I was already booked in for an engineer today.

Engineer arrived, replaced both cables for my neighbour and myself and now working great again.

A few Post RS errors on channel 1 but I'm getting full speed and no dropouts.

Thanks everyone for the help.

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.310961123
2Locked38.990
3Locked38.680
4Locked38.680
5Locked38.980
6Locked38.960
7Locked38.680
8Locked38.690
9Locked38.6110
10Locked38.670
11Locked38.690
12Locked38.670
13Locked38.980
14Locked38.690
15Locked38.690
16Locked38.990
17Locked38.930
18Locked38.9100
19Locked38.930
20Locked38.9200
21Locked38.980
22Locked38.9100
23Locked38.610
24Locked38.950

Thanks for the update CarlReeves,

 

Glad to hear that the engineer has replaced both cables to you and your neighbour and now the service is working great.

 

If you have any further issues in the future, please come back to us through this channel.

 

Kind regards Jodi.