I've had VM for over a year at my current house and it's all been fine until I downgraded my package to 100Mb. Ever since then I've had night after night where I can't get on the Internet and the Superhub GUI shows me that there's no WAN IP address. It's probably coincidence but that's the only thing which has changed.
No service outages on the status checker and using the auto diagnose tool always tells me "we think your equipment is turned off". Spent an hour last month on the phone with Support, reconfiguring the Superhub back and forth into mode mode and router mode, factory reset etc (It's clearly not a hub issue).
Anyway booked an engineer visit and it stabilised before he turned up so I cancelled it. Now it just happens intermittently and I can't face another hour on the support call doing the same things.
Seems like everyone is talking about Downstream and Upstream levels - can someone check these out, I think they may be the problem;
Super Hub Sign Out Network Status home Advanced Settings Device Management Network Status help Modem Initialisation Stage Status Downstream Acquisition Locked Primary Frequency 202750000 Hz DHCP Done TFTP Done Time Of Day 20:30:35 BST Security Disabled Counters T1,T2,T3,T4,Sync,Resets 000,000,000,000,000,000 Internet Connection IP Address Status WAN IP Address ---.---.---.--- Lease Time Remaining -- days --h:--m:--s Expiry --- -- --- --:-- Current Network Time Mon 06 Jun 20:30 BST Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors Locked 0 202750000 Hz 256 QAM -7.3 dBmV 37.1 dB 608 602 Locked 0 210750000 Hz 256 QAM -7.8 dBmV 37.4 dB 306 306 Locked 3 218750000 Hz 256 QAM -8.4 dBmV 37.1 dB 309 309 Locked 4 226750000 Hz 256 QAM -9.6 dBmV 36.4 dB 316 316 Locked 0 234750000 Hz 256 QAM -12.4 dBmV 34.2 dB 450 450 NotLocked Unknown NotLocked Unknown Locked 0 258750000 Hz 256 QAM -11.2 dBmV 34.9 dB 458 458 To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.
Many apologies for the issues you're experiencing with your broadband connection.
From checking your stats and the connection, the downstream power levels are too low and the upstream is locked onto one channel and too high as jb66 mentioned. For this I can arrange for an engineer to check this over for you. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. Once you have replied I can go ahead with the appointment.
Sorry to read that you are also having the same issue as Scottriley. I can imagine this must be annoying.
I've checked your connection and everything is showing as fine. The power levels are within range, there are no faults reported and there have been no time-outs reported since the router has been online.
Have you noticed this since you last posted?
How often does this happen?
Does the router show no WAN IP when the broadband disconnects?