Internet drops with Superhub 3

[Chaoswarrior31]

Since getting the superhub 3, I get regular internet drops. This interferes with calls and gaming. The old hub did no such thing. Any ideas? I will post the router stats...

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	4	38	256 qam	25
2	267000000	4.5	37	256 qam	17
3	275000000	4.1	37	256 qam	18
4	283000000	4.3	37	256 qam	19
5	291000000	4	37	256 qam	20
6	299000000	4.1	37	256 qam	21
7	307000000	3.9	37	256 qam	22
8	315000000	4.1	38	256 qam	23
9	323000000	4	38	256 qam	24
10	339000000	3.7	38	256 qam	26
11	347000000	3.5	37	256 qam	27
12	355000000	3.5	37	256 qam	28
13	363000000	3.4	37	256 qam	29
14	371000000	3.2	37	256 qam	30
15	379000000	2.7	37	256 qam	31
16	387000000	2.5	37	256 qam	32
17	395000000	2.4	37	256 qam	33
18	403000000	2.5	37	256 qam	34
19	411000000	2.5	37	256 qam	35
20	419000000	2.5	37	256 qam	36
21	427000000	2	37	256 qam	37
22	435000000	1.7	36	256 qam	38
23	443000000	1.2	36	256 qam	39
24	451000000	1.2	36	256 qam	40

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	64	0
2	Locked	37.6	124	0
3	Locked	37.3	132	0
4	Locked	37.6	139	0
5	Locked	37.6	203	0
6	Locked	37.6	134	0
7	Locked	37.6	136	0
8	Locked	38.6	107	0
9	Locked	38.6	120	0
10	Locked	38.6	101	0
11	Locked	37.6	144	0
12	Locked	37.6	130	0
13	Locked	37.6	127	0
14	Locked	37.6	223	0
15	Locked	37.3	353	0
16	Locked	37.3	380	0
17	Locked	37.3	586	0
18	Locked	37.3	605	0
19	Locked	37.3	777	0
20	Locked	37.6	538	0
21	Locked	37.3	692	0
22	Locked	36.6	584	0
23	Locked	36.6	617	0
24	Locked	36.6	591	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	39.5	5120	64 qam	1
2	39400000	37	5120	64 qam	4
3	46200000	38	5120	64 qam	3
4	53700000	39.5	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	4	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	2	0

Network Log

Time	Priority	Description
20/07/2022 21:32:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2022 21:32:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2022 11:57:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2022 11:07:20	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2022 11:07:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 07:07:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 23:07:20	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 23:07:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 10:18:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2022 11:07:20	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2022 11:07:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 22:06:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 07:49:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 07:49:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 21:30:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 01:25:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 01:25:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 04:23:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 13:25:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 13:25:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks for any help you can give.

[Nathan_B · Accepted solution]

Hi there @Chaoswarrior31, welcome to our forum and thanks for your post.

I'm sorry to see that you have been having disconnections on your devices. Just to confirm are you seeing these happen on both wired and wireless devices?

I have checked Sam Knows on my end and there didn't seem to be any disconnections with the hub showing for the past week. I would recommend running a fault test with your equipment by signing into the service page here.

As there have been no connection issues showing on our end it may be a WIFI issue. Just in case it is it would also be worth checking our WIFI help page here to see if this helps.

If you need any further help after checking these links please let us know. We will be happy to help.

Regards

Nathan

[Chaoswarrior31]

Thanks for the help. I have moved the hub around, tried testing for faults. The dropouts are intermittent so internet calls suddenly need to reconnect, online games you suddenly freeze. It is very odd, however, I am getting a red light on the router which suggests something is wrong. I am wondering if I should connect the older router, (which worked well), or contact Virgin to ask if they can send a new router.

[Nathan_B]

Thanks for checking those @Chaoswarrior31, I think it would be best to check this further for you as you are still experiencing this issue.

I will send you a PM to confirm your details.

Regards

Nathan