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Help!!! Replacement Hub 3.0 required

nekosan54085
Tuning in

Hello,

I have put up with an intermittent fault on my Broadband for years now. I finally gave in and bought an expensive Asus router and placed the Hub 3 in modem mode but the problem is persisting.

The fault is simply that the Hub will disconnect from the internet at random, usually when traffic is high. I suspect some kind of internal overheating issue. (Yes, the box is kept clean and dusted, is in its own open-fronted cabinet with plenty of ventilation space). The problem has been going on for years but it's getting worse. Unfortunately, because it seems to be only happening when internal LAN data traffic is high, it does not replicate when the VM engineers try to assess.

I have tried the phone Customer Service route but have been refused an engineer visit or replacement hub, as well as being hung up on more than once. Getting hold of a supervisor is near impossible and then they cannot or will not help.

I pay for 500M broadband and a fairly hefty TV and Phone [ackage. I am disabled and reliant on working broadband. I just want to have my equipment replaced. Please?

20 REPLIES 20

apologies have not read back - have you tried a full reset - that will take you back to router mode and might sort other problems and [hopefully] let you get the hub levels - once you have done that go back to modem mode 

____________________

Tony.
Sacked VIP

I am going to try that right now, thanks.

BRB

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14110000006.338256 qam1
24190000005.838256 qam2
34270000006.438256 qam3
44350000006.538256 qam4
54430000006.538256 qam5
64510000006.338256 qam6
74590000006.338256 qam7
84670000006.438256 qam8
94750000005.938256 qam9
104830000006.338256 qam10
114910000006.538256 qam11
12499000000638256 qam12
135070000006.338256 qam13
145150000006.140256 qam14
155230000006.138256 qam15
165310000006.338256 qam16
175390000006.138256 qam17
185470000006.438256 qam18
195550000006.438256 qam19
205630000006.438256 qam20
215710000006.338256 qam21
225790000005.938256 qam22
23587000000638256 qam23
245950000006.438256 qam24



Downstream bonded channels

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

1Locked38.950
2Locked38.600
3Locked38.970
4Locked38.950
5Locked38.950
6Locked38.950
7Locked38.940
8Locked38.900
9Locked38.900
10Locked38.950
11Locked38.950
12Locked38.900
13Locked38.950
14Locked40.300
15Locked38.900
16Locked38.950
17Locked38.960
18Locked38.950
19Locked38.950
20Locked38.960
21Locked38.950
22Locked38.900
23Locked38.900
24Locked38.950

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043512064 qam4
24620000044.8512064 qam3
33260000042.8512064 qam5
42580000042.5512032 qam6


Upstream bonded channels

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

downstream is good - upstream slightly off - all 4 channels should be 64qam - one of yours is 32 - its not a disaster a reboot may bring them all back to 64 - but keep your eye on that

no real answers there see what the bqm shows in 24 hours

____________________

Tony.
Sacked VIP

Thanks for your help, Tony. I really appreciate your assistance.

How do I get back in touch with you/someone else after 24hrs? Do I bump this post or start a new thread?

just let the thread run - add any info that you think will help - people will add as they can and VM should get here in a few days

____________________

Tony.
Sacked VIP

Yeah ... OK ... 24 hours later (after factory-resetting the Super Hub) and the problem is back.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2228879a021031a19d0d91415b74fe22ad... 

How do I un-mark this thread as 'Solved'? It most definitely isn't. 🙁

Just FYI ...

Virgin Media Check Services page.Virgin Media Check Services page.

Hi nekosan54085,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issues you're having with your hub. 

I have taken a look on our system and I cannot see anything that could be affecting this. 

In your first post you advised 'only happening when internal LAN data traffic is high'. To confirm if you have high traffic via WiFi connection is that also happening? Or is it just the Wired connection?

^Martin

Thanks for your reply.

VM Engineer attended on Saturday 12/2 and he replaced Super Hub and cabling. Still had a major 1-hour outage around midday yesterday. I'm going to keep the BQM going for a couple of days to see if any pattern emerges and will revert when I have a few days' data.