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AdraMelekTaus
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Internet Connection Issues - Access Denied

Hello,

I'm getting much the same issue as this person: https://community.virginmedia.com/t5/QuickStart-set-up-and/Internet-Access-Denied-Superhub-3-0/td-p/...

The hub seems to cycle between the wifi light flashing green and staying on, while the internet light comes on and off. I can sit and work out the cycle more accurately if needs be.

Status Checks show either "No issue" (when there is a connection) or "We think your equipment is switched off" (during a dropout).

This is what the network log as well as the Upstream and Downstream pages show *during* an outing.

Spoiler

Network Log
Time Priority Description
15/08/2019 06:42:44 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 07:23:58 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 07:35:15 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 08:16:28 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 08:27:46 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 09:08:59 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 09:20:16 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 10:01:29 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 10:12:46 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 10:53:59 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 11:05:16 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 12:12:14 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 12:30:33 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2019 19:35:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 04:43:7 critical 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;
20/08/2019 04:44:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 05:28:21 critical 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;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2019 12:11:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2019 19:29:49 critical 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;

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 5.1 5120 64 qam 9
2 46200000 5.1 5120 64 qam 8
3 53700000 5.1 5120 64 qam 7
4 32600000 5.1 5120 64 qam 10


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 0 40 256 qam 21
2 203000000 0.2 38 256 qam 9
3 211000000 0.2 38 256 qam 10
4 219000000 0.2 40 256 qam 11
5 227000000 0.2 40 256 qam 12
6 235000000 0.2 40 256 qam 13
7 243000000 0.2 40 256 qam 14
8 251000000 0 40 256 qam 15
9 259000000 0 40 256 qam 16
10 267000000 0 40 256 qam 17
11 275000000 -0.2 40 256 qam 18
12 283000000 0 38 256 qam 19
13 291000000 0 38 256 qam 20
14 307000000 -0.4 40 256 qam 22
15 315000000 -0.5 38 256 qam 23
16 323000000 -0.5 38 256 qam 24
17 427000000 -1.5 38 256 qam 25
18 435000000 -1.7 38 256 qam 26
19 443000000 -2 38 256 qam 27
20 451000000 -2.2 38 256 qam 28
21 459000000 -2.2 38 256 qam 29
22 467000000 -2.7 38 256 qam 30
23 475000000 -3 38 256 qam 31
24 483000000 -3.5 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 10 12
2 Locked 38.9 15 0
3 Locked 38.9 3 0
4 Locked 40.3 5 0
5 Locked 40.3 7 0
6 Locked 40.3 3 0
7 Locked 40.3 1 0
8 Locked 40.9 1 0
9 Locked 40.3 1 0
10 Locked 40.3 6 0
11 Locked 40.3 0 0
12 Locked 38.6 6 0
13 Locked 38.6 7 0
14 Locked 40.3 8 0
15 Locked 38.9 7 0
16 Locked 38.9 8 0
17 Locked 38.9 27 0
18 Locked 38.9 26 0
19 Locked 38.9 33 0
20 Locked 38.9 46 0
21 Locked 38.6 46 0
22 Locked 38.9 39 0
23 Locked 38.6 51 0
24 Locked 38.6 42 0

We've been having these dropouts for near enough a year, but they've gotten to an almost daily basis now, with the internet being out from anywhere between 10 minutes and the whole day. 
late July and early August in particular we've had whole weeks with intermittent service. 

Calls in just end up being blown off as being an area fault, and the latest call (about two weeks ago) mentioned something about the power levels being too low and needing to "boost signal power to the router" which seemed to do absolutely nothing 😞

In addition, when the line is up, we get about half our rated speed (200MB) even when directly connected with to the router with ethernet. (We recently put down a CAT 6 line in the house as we also run part of a SOHO business using this line).

Speed when directly connected to hub via ethernet.

Spoiler

Coupled with what feels like 3 or 4 price increases in the last year alone, we're paying £70/month for a service that seems to choose when to work at the flip of a coin.

Please help!

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Re: Internet Connection Issues - Access Denied

Hi AdraMelekTaus, thanks for your post.

 

Sorry to hear you've encountered this issue. I'd like to take a look and see what if I can identify what's causing it.

 

You'll receive a PM from me shortly, please get back to me with the requested details when you can & we'll take it from there.

 

Tom

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