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robbiederby
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Daily Superhub 3 reboots to maintain speed

I have the 500Mbps internet, but every morning I'm finding I'm having to reboot the Super Hub 3 because the speeds have dropped to 150Mbps or less, this morning it was down to 50Mbps. Rebooting restores the speed, but does anybody know why this is happening?

If it's normal is it worth automating a reboot of the hub each morning? If it isn't how do I go about fixing it? New hub?

Appreciate any help.

Thanks

Rob

 

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Andrew-G
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Message 2 of 8
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Re: Daily Superhub 3 reboots to maintain speed

Not normal to require daily reboots.  The usual reason for these symptoms is noise or power problems on your connection that causes the hub to lose synchronisation with one or more of its 28 channels used to communicate with the gear in the street cabinet.  If you connect to the hub, look at the router status page, and if it is full of critical errors that refer to RCS partial services, synchronisation errors and T3 timeouts, then that suggests my suspicions are probably correct.

Sometimes these problems are unique to your connection, sometimes it is an area fault that affects your neighbours.  Either way, it will require a field technician to take a look and fix.  It could be a faulty hub, but although VM often replace them, they actually don't go faulty very often unless they're quite old (but it's cheaper for VM to post out a new hub and hope the problem magically self-resolves than to send a technician).  And very occasionally these problems do mysteriously self-resolve, for no known reason.

Hopefully the VM staff can advise if there's an area fault that's being looked into, if not then schedule you a technician visit - but I'm guessing the waiting time will be weeks and weeks at the moment.

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robbiederby
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Re: Daily Superhub 3 reboots to maintain speed

That's a great response thank you

I don't really want to put any extra load on the Virgin Media staff / engineers right now as I can temporarily fix it myself and they've got people with no internet to deal with. I can easily automate a reboot via a smart socket and get it fixed properly after Covid-19 has subsided.

This is what I'm currently have, I'm no expert but my download speeds are absolutely perfect right now after the reboot, one thing has occurred to me is that our storage heaters would normally come on during the night, the router and cable is quite near to the fused spur and the cable runs underneath the heater. Is it possible electrical interference from that is causing the speed to drop and it just requires a reboot to rectify it? 

Downstream bonded channels

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

1402750000-338256 qam25
2186750000-0.540256 qam7
3194750000-0.240256 qam8
4202750000-0.538256 qam9
5210750000-0.540256 qam10
6218750000-0.740256 qam11
7226750000-0.940256 qam12
8234750000-140256 qam13
9242750000-1.240256 qam14
10250750000-1.240256 qam15
11258750000-1.240256 qam16
12266750000-1.240256 qam17
13274750000-1.440256 qam18
14282750000-1.440256 qam19
15290750000-1.538256 qam20
16298750000-1.238256 qam21
17306750000-1.438256 qam22
18314750000-1.738256 qam23
19322750000-1.738256 qam24
20410750000-2.938256 qam26
21418750000-3.238256 qam27
22426750000-338256 qam28
23434750000-3.438256 qam29
24442750000-3.538256 qam30



Downstream bonded channels

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

1Locked38.610
2Locked40.350
3Locked40.350
4Locked38.970
5Locked40.330
6Locked40.340
7Locked40.380
8Locked40.350
9Locked40.350
10Locked40.300
11Locked40.360
12Locked40.340
13Locked40.360
14Locked40.370
15Locked38.9110
16Locked38.960
17Locked38.950
18Locked38.6200
19Locked38.9180
20Locked38.9120
21Locked38.6120
22Locked38.980
23Locked38.650
24Locked38.680
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Andrew-G
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Message 4 of 8
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Re: Daily Superhub 3 reboots to maintain speed

The storage heater shouldn't be causing the problem, first because VM use good quality coax, and if the shielding had failed it probably wouldn't work at all, and second because even if it did, the hub continually retries to connect on all channels if one or more are lost, so come the morning you'd expect it to have sorted itself out.

Regarding your stats, nothing remarkable in them, but then I wouldn't expect there to be after a moderately recent reboot, because all channels have been renegotiated, and the error counters reset after the hub is power cycled (the few pre-RS errors are consistent with the hub restarting).  The evidence will be in the Network log tab of the hub's status page, because that's retained even if the device is power cycled, and that's where you'd see any RCS partial service, T3 timeouts, or synchronisation errors.  Any DHCP rebind/renew notifications in the log can be ignored.

I agree with your approach - if you can manage at the moment, then avoid getting on to VM (but do so when we get back to some semblance of normality if the problem persists).  You won't be doing the hub any harm by daily reboots - it's a cheap software driven device, and reboots are usually a good thing for products like that. My hub gets restarted daily not because of any problems, but simply because I've got it on a timer to avoid it wasting energy* overnight when we don't need it, and it has worked as well as any VM hub ever will for the past four years or so.

* A VM Hub 3 uses about 13 watts.  There's somewhere around 4m+ in use, the vast, vast majority are left on continuously, so all through the night they're adding 52 megawatts to UK baseload electricity needs whilst doing nothing, and during that time adding a total of around £16m to customer's electricity bills.  I daresay this factlet won't be featuring in Liberty Global's environment or social responsibility reports.  

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gary_dexter
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Message 5 of 8
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Re: Daily Superhub 3 reboots to maintain speed

Are you talking about wired or wireless speeds?


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robbiederby
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Re: Daily Superhub 3 reboots to maintain speed

Hi Gary, 

When the speed drops it affects both the wired connection (using cat6e) and WiFi... when I reboot it restores the connection speed on both.

We're going to insulate the cable and see if that improves anything.

 

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Roger_Gooner
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Message 7 of 8
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Re: Daily Superhub 3 reboots to maintain speed

Can you post your upstream and network log masking any WAN IP address.

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Eeeps
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Message 8 of 8
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Re: Daily Superhub 3 reboots to maintain speed

@OP It's also worth posting your modem stats during the fault condition.

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