on 20-06-2021 10:05
Hi all,
For the last week or so I have been having problems where my internet will drop out, its happening a lot, almost 3 or 4 times hourly now.
I have had the Superhub 4 for about 4 months and up until now, its been working fine. I haven't changed any of the settings or location before the issues started, they just seemed to start on their own. I have tried diagnosing the problem with Virgin's online service, and have restarted the router a few times as well and nothing so far has cured the problem.
I use a few phones and tablets on the WifFi, and have a wired laptop (wired via powerline adapter) which is also affected by the drop outs.
I have read through a couple of similar threads on here so yesterday I set up a broadband quality monitoring account in case that shows up something obvious. For others that have had this problem, did you manage to resolve it?
Cheers!
on 20-06-2021 14:34
20-06-2021 19:39 - edited 20-06-2021 19:40
on 20-06-2021 19:41
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
on 20-06-2021 19:42
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | -13.500000 | 33.956509 | QAM256 | 25 |
10 | 211000000 | -9.799999 | 35.779911 | QAM256 | 10 |
11 | 219000000 | -10.099998 | 35.595078 | QAM256 | 11 |
12 | 227000000 | -10.700001 | 34.345688 | QAM256 | 12 |
13 | 235000000 | -11.500000 | 35.083549 | QAM256 | 13 |
14 | 243000000 | -12.000000 | 35.083549 | QAM256 | 14 |
15 | 251000000 | -12.400002 | 34.925610 | QAM256 | 15 |
16 | 259000000 | -13.000000 | 34.925610 | QAM256 | 16 |
17 | 267000000 | -13.200001 | 34.925610 | QAM256 | 17 |
18 | 275000000 | -13.400002 | 34.483570 | QAM256 | 18 |
19 | 283000000 | -13.700001 | 34.925610 | QAM256 | 19 |
20 | 291000000 | -13.799999 | 34.925610 | QAM256 | 20 |
21 | 299000000 | -13.700001 | 34.345688 | QAM256 | 21 |
22 | 307000000 | -13.400002 | 34.345688 | QAM256 | 22 |
23 | 315000000 | -13.200001 | 34.345688 | QAM256 | 23 |
24 | 323000000 | -13.099998 | 34.345688 | QAM256 | 24 |
26 | 339000000 | -13.000000 | 34.483570 | QAM256 | 26 |
27 | 347000000 | -12.500000 | 34.483570 | QAM256 | 27 |
28 | 355000000 | -12.500000 | 34.345688 | QAM256 | 28 |
29 | 363000000 | -12.500000 | 33.956509 | QAM256 | 29 |
30 | 371000000 | -12.400002 | 33.834164 | QAM256 | 30 |
31 | 379000000 | -12.799999 | 33.956509 | QAM256 | 31 |
32 | 387000000 | -12.900002 | 33.956509 | QAM256 | 32 |
33 | 395000000 | -13.200001 | 33.834164 | QAM256 | 33 |
34 | 403000000 | -13.599998 | 33.486542 | QAM256 | 34 |
35 | 411000000 | -14.000000 | 33.486542 | QAM256 | 35 |
36 | 419000000 | -14.500000 | 33.376591 | QAM256 | 36 |
37 | 427000000 | -14.900002 | 33.062504 | QAM256 | 37 |
38 | 435000000 | -15.299999 | 33.269352 | QAM256 | 38 |
39 | 443000000 | -15.099998 | 33.376591 | QAM256 | 39 |
40 | 451000000 | -16.000000 | 33.376591 | QAM256 | 40 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 33.956509 | 674 | 0 |
10 | Locked | 35.779911 | 1 | 0 |
11 | Locked | 35.595078 | 5 | 0 |
12 | Locked | 34.345688 | 87 | 0 |
13 | Locked | 35.083549 | 4 | 0 |
14 | Locked | 35.083549 | 12 | 0 |
15 | Locked | 34.925610 | 23 | 0 |
16 | Locked | 34.925610 | 18 | 0 |
17 | Locked | 34.925610 | 57 | 0 |
18 | Locked | 34.483570 | 61 | 0 |
19 | Locked | 34.925610 | 76 | 0 |
20 | Locked | 34.925610 | 125 | 0 |
21 | Locked | 34.345688 | 228 | 0 |
22 | Locked | 34.345688 | 253 | 0 |
23 | Locked | 34.345688 | 408 | 0 |
24 | Locked | 34.345688 | 506 | 0 |
26 | Locked | 34.483570 | 512 | 0 |
27 | Locked | 34.483570 | 386 | 0 |
28 | Locked | 34.345688 | 582 | 0 |
29 | Locked | 33.956509 | 643 | 0 |
30 | Locked | 33.834164 | 928 | 0 |
31 | Locked | 33.956509 | 1212 | 0 |
32 | Locked | 33.956509 | 1243 | 0 |
33 | Locked | 33.834164 | 1711 | 0 |
34 | Locked | 33.486542 | 2195 | 0 |
35 | Locked | 33.486542 | 2645 | 0 |
36 | Locked | 33.376591 | 3857 | 0 |
37 | Locked | 33.062504 | 6399 | 0 |
38 | Locked | 33.269352 | 4476 | 0 |
39 | Locked | 33.376591 | 2817 | 0 |
40 | Locked | 33.376591 | 2276 | 0 |
159 | 96 | 4K | 1880 | QAM256 | 759 |
159 | Locked | 29 | -21.6 | 6547601 | 1189 |
on 20-06-2021 19:42
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 56.520599 | 5120 KSym/sec | 64QAM | 3 |
2 | 32600000 | 55.770599 | 5120 KSym/sec | 64QAM | 5 |
3 | 39400000 | 56.270599 | 5120 KSym/sec | 64QAM | 4 |
4 | 53700000 | 56.520599 | 5120 KSym/sec | 64QAM | 2 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 20-06-2021 19:44
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cxv9873254k;fg87dsfd;kfoA |
Primary Downstream Service Flow
SFID | 29813 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 29808 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
Network Log
Time Priority Description
Thu Jan 1 00:01:25 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 07:31:48 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 07:50:51 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 08:17:58 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 08:38:09 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 08:46:54 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 09:41:49 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 09:45:01 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 09:57:16 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 10:07:00 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 10:45:20 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 11:30:42 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 11:39:58 2021 | 6 | CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 326664; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 11:47:42 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 11:59:57 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 12:11:37 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 12:32:37 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 12:50:18 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 13:02:34 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 13:05:22 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 13:23:19 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 13:42:38 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 14:43:42 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 14:59:45 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 15:12:00 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 15:25:08 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 16:00:00 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 16:05:01 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 16:17:16 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 17:30:51 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 17:51:11 2021 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:23:06 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:24:36 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:46 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:51 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:51 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:52 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:52 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:52 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:57 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:58 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:25:58 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jun 20 18:26:02 2021 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 20-06-2021 20:17
The BQM looks terrible..
your downstream power levels area all too low, you will need an engineer visit. Forum staff will get to this thread in a couple of days and should arrange one or you can call in on 150 from a vm line or 0345 454 1111 from any other (08:00 is the best time to do it)
on 20-06-2021 22:01
Haha yep there’s a lot of red on there huh? Thanks I will try and call tomorrow, I phoned earlier and just got the automated service which did a reset but still no better. Will an engineer need access to our router or is it something they do from the nearest cabinet?
on 21-06-2021 17:47
I’ve got a technician booked for Wednesday so fingers crossed they can sort out the problem, the WiFi has now completely died and hasn’t been on since the early hours of this morning! https://www.thinkbroadband.com/broadband/monitoring/quality/share/90ae49059f63da140139a0895f661ff871...