on 11-02-2022 13:08
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?
Answered! Go to Answer
on 11-02-2022 14:46
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
on 11-02-2022 14:54
I am going to try that right now, thanks.
BRB
on 11-02-2022 15:10
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 6.3 | 38 | 256 qam | 1 |
2 | 419000000 | 5.8 | 38 | 256 qam | 2 |
3 | 427000000 | 6.4 | 38 | 256 qam | 3 |
4 | 435000000 | 6.5 | 38 | 256 qam | 4 |
5 | 443000000 | 6.5 | 38 | 256 qam | 5 |
6 | 451000000 | 6.3 | 38 | 256 qam | 6 |
7 | 459000000 | 6.3 | 38 | 256 qam | 7 |
8 | 467000000 | 6.4 | 38 | 256 qam | 8 |
9 | 475000000 | 5.9 | 38 | 256 qam | 9 |
10 | 483000000 | 6.3 | 38 | 256 qam | 10 |
11 | 491000000 | 6.5 | 38 | 256 qam | 11 |
12 | 499000000 | 6 | 38 | 256 qam | 12 |
13 | 507000000 | 6.3 | 38 | 256 qam | 13 |
14 | 515000000 | 6.1 | 40 | 256 qam | 14 |
15 | 523000000 | 6.1 | 38 | 256 qam | 15 |
16 | 531000000 | 6.3 | 38 | 256 qam | 16 |
17 | 539000000 | 6.1 | 38 | 256 qam | 17 |
18 | 547000000 | 6.4 | 38 | 256 qam | 18 |
19 | 555000000 | 6.4 | 38 | 256 qam | 19 |
20 | 563000000 | 6.4 | 38 | 256 qam | 20 |
21 | 571000000 | 6.3 | 38 | 256 qam | 21 |
22 | 579000000 | 5.9 | 38 | 256 qam | 22 |
23 | 587000000 | 6 | 38 | 256 qam | 23 |
24 | 595000000 | 6.4 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 5 | 0 |
2 | Locked | 38.6 | 0 | 0 |
3 | Locked | 38.9 | 7 | 0 |
4 | Locked | 38.9 | 5 | 0 |
5 | Locked | 38.9 | 5 | 0 |
6 | Locked | 38.9 | 5 | 0 |
7 | Locked | 38.9 | 4 | 0 |
8 | Locked | 38.9 | 0 | 0 |
9 | Locked | 38.9 | 0 | 0 |
10 | Locked | 38.9 | 5 | 0 |
11 | Locked | 38.9 | 5 | 0 |
12 | Locked | 38.9 | 0 | 0 |
13 | Locked | 38.9 | 5 | 0 |
14 | Locked | 40.3 | 0 | 0 |
15 | Locked | 38.9 | 0 | 0 |
16 | Locked | 38.9 | 5 | 0 |
17 | Locked | 38.9 | 6 | 0 |
18 | Locked | 38.9 | 5 | 0 |
19 | Locked | 38.9 | 5 | 0 |
20 | Locked | 38.9 | 6 | 0 |
21 | Locked | 38.9 | 5 | 0 |
22 | Locked | 38.9 | 0 | 0 |
23 | Locked | 38.9 | 0 | 0 |
24 | Locked | 38.9 | 5 | 0 |
1 | 39400000 | 43 | 5120 | 64 qam | 4 |
2 | 46200000 | 44.8 | 5120 | 64 qam | 3 |
3 | 32600000 | 42.8 | 5120 | 64 qam | 5 |
4 | 25800000 | 42.5 | 5120 | 32 qam | 6 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 11-02-2022 15:15
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
on 11-02-2022 15:31
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?
on 11-02-2022 15:33
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
on 12-02-2022 13:37
Yeah ... OK ... 24 hours later (after factory-resetting the Super Hub) and the problem is back.
How do I un-mark this thread as 'Solved'? It most definitely isn't. 🙁
on 12-02-2022 13:40
Just FYI ...
on 14-02-2022 13:58
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
on 14-02-2022 15:49
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.