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Spindrift
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Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

My SuperHub 3.0 is dropping the internet connection multiple times a day, and is often not reconnecting. Separately to this, and I’m pretty sure not related (as it happened a while back), our phone line is not functioning.

Regarding the internet: I’ve started a live monitor of connectivity (see Here) :

My Broadband Ping - VirginBQM_1

 

Network Log

 

 

Date And Time

Error Number

Event Description

2018-01-16 00:17:50.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:17:50.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:18:30.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:18:30.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:19:10.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:19:10.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:19:50.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:19:50.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:20:30.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 00:20:30.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 02:58:01.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 03:19:57.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 04:32:11.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 04:33:29.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 11:32:22.00

82000400

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=3.0;

2018-01-16 11:33:14.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 11:38:01.00

82000400

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=3.0;

2018-01-16 11:38:54.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-01-16 12:08:57.00

82000400

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=3.0;

2018-01-16 12:09:38.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Now this hub has been stable ever since it replaced a SuperHub 2.0, after we’d had another issue (see http://community.virginmedia.com/t5/QuickStart-set-up-and/Broadband-keeps-dropping-out/m-p/3426758#M...), but is exhibiting similar errors in its log.

 

Any help would be greatly appreciated.

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Spindrift
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

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Forum Team (Retired) Heather_J
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Hi Spindrift, 

Thanks for posting 🙂

Sorry for your connection problems. I've just taken a look and I can see that we're working on an SNR fault in your area at the moment. The fault ref is: F005931793 and we're hoping to have this fixed by the 30th. While this is on-going your connection might be slow and intermittent. 

Really sorry about this, please keep in touch for updates. 

Take care. 

Heather_J

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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Hi,

Just to say that we're still having constant issues with the broadband dropping out, this is what our monitor has looked like over the last few days:

image.pngimage.pngimage.pngimage.png

 

This is the log from our router:

2018-02-13 14:41:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:41:49.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:41:49.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:42:29.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:42:29.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:43:09.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:43:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:43:49.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:43:49.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:44:29.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:44:29.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:45:09.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:45:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:45:49.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:45:49.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:46:29.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:46:29.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:47:38.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:47:38.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-13 14:47:58.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Network LogDate And Time Error Number Event Description

 

On the 19/01/2018 we communicated with the online chat support and managed to get an engineer out to look at the issue.  He added a 6db attenuator between our coaxial cable and the Superhub box.  He also mentioned that there was a fault in the area, but that it fell below the threshold to be dealt with at the moment.  The internet was stable for less than 24 hours.

On the 04/02/2018 my parner phoned the technical support lines to complain that we were still having broadband issues.  The first techincal support person disconected the call after leaving us on hold.  The next techincal support was both aggressive and quite patronising suggesting that this was a WiFi issue, and kept wanting to know what sized house we lived in (it's got nothing to do with the WiFi...).  We finally managed to get a technician booked for later in the week, and then the broadband became stable for a few days and I made the mistake of cancelling the engineer.

We're really starting to get annoyed that we can't get coherent help with this issue.  We've reached the point that the broadband is dropping out multiple times a day, often only reconnecting if we mannually unscrew the coaxial cable and the reattach it.

Any help would be greatly appreaciated.  In the meantime, I'm going to go and see if the online chat is back up so I can try to book another engineer visit.

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Forum Team (Retired) Nat_J
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Sorry to hear about this Spindrift and many thanks for updating the thread,

 

I've had a look into this for you and there is currently an SNR network fault listed under the ticket reference F005981540, with a review set for 20 FEB 2018.  

 

Apologies for any inconvenienced caused,

 

Nat_J


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Spindrift
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Well, this is proving to be an annoying, ongoing saga.

 

I'm still getting internet disconnections (at least once per day, but often more), which can only be resolved by removing the coaxial cable and re-attaching.  There's only a finite amount of times I'm going to be able to do that before I mess up the connector on the back of the SuperHub (ironic name).

 

I've spent more time than I care reading up on what power-levels I'm expecting to get for my downstream channels etc.  Mine originally was on the high side ~9dBmV (which might cause instability issues -- according to https://community.virginmedia.com/t5/Forum-Archive/POWER-LEVELS-and-SNR-A-TECHNICAL-PRIMER-updated-O...).  An engineer added a 6dB inline attenuator which has brought these down to around 3.5dB.  However, the internet still keeps dropping out.

 

I've purchased a variable attenuator (0-20dB) to try all possible ranges of downstream power, but nothing is proving to be stable.  I even considered getting a 2-way coaxial switch to attach to the back of the box so that every time the internet goes down I can use this switch instead of having to unscrew the coaxial cable.  But at this point, I'm getting seriously **bleep**-off and would like some concerted assistance from Virgin to deal with this issue.

 

However, it is almost impossible to contact technical support -- currently in the middle of the day this is what I'm greeted with:

image.png

 

It seems to be constantly down at the moment.

 

I just want an engineer to come around and fix this issue.

 

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Forum Team (Retired) Emma_E
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Hi Spindrift, 

 

Thanks for getting in touch, I am sorry to see that you have continued to have trouble with your connection. 

 

I have taken a look and things seem to ok from this side. 

 

It looks like you have recently had an engineers appointment. How did that go? 

 

Speak to you soon. 

 

Emma


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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Having a similar issue in Manchester (area 20)

 

could it be that engineering works are being being carried out here too?

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Forum Team (Retired) Nat_J
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

I'm sorry to hear about this Nwidobie,

 

I'd like to look into this for you.

 

I've sent you a private message so that we can chat some more.

 

Speak soon,

 

Nat_J


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Moderator (Retired) Ralph_R
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Re: Area 22 (Leeds) SuperHub 3.0 constantly dropping connection.

Thanks for the additional info Nwidobie, I've been able to locate your details and run some diagnostic checks on your service and for the most part your hub and local circuit are reporting back in good shape currently...the only recent issue was from the 15/16 when low SNR (noise ingress) may have caused some connection issues but this has since recovered.

If you are still experiencing regular drop outs could you please confirm if this happening with wired or wireless connections and if there is any change in the Hub lights when this happens.

Speak to you soon.

 

Ralph_R
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