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Dr_Mike_Oxgreen · ‎31-08-2021

Hi folks...

I have a Superhub 2ac (in modem mode), connected via Cat6 to an Apple AirPort Extreme tower. My desktop computer is connected to the AirPort via Cat6.

My speeds have been slow for quite a few weeks now. Normally I expect 200+ down and 20+ up, but these days I'm getting more like 50 down and 3-5 up. This morning the down was really bad at about 1-2, with loss of 4-5% although this has improved in the last hour or so. Obviously I get similarly poor speeds over wifi.

I'll put the diagnostics below. Many thanks if you can help!

Information: https://thumbsnap.com/t/ELGT6fPt.jpg

Status: https://thumbsnap.com/KShGiMoY

Downstream: https://thumbsnap.com/QNPqwxhc

Upstream: https://thumbsnap.com/XB6uhR3Y

Upstream burst: https://thumbsnap.com/2JCfzBJ5

Operation configuration: https://thumbsnap.com/QhKta6YN

Network log: https://thumbsnap.com/kTSkTX9c

Andrew-G · ‎02-09-2021

@Dr_Mike_Oxgreen What your hub's data shows is massive uncorrectable (post-RS) errors counts on all downstream channels, and a very high T3 timeout count across all upstream channels. That data refers to the connection between your (ancient and decrepit) Superhub 2 and VM's network gear. From that data we can infer the VM broadband connection is shockingly bad and needs a technician. I can see that, VM staff can see that, but I believe they can't/won't assign a technician visit without having a poke at the hub using remote diagnostics, and that's why they want the hub in router mode, because the remote diagnostics aren't able to work with the hub in modem mode.

If the Airport can be set to "access point" mode, then you can do that, put the hub into router mode, and when it comes back on line all your equipment should work as before without reconnecting hardware or changing wifi networks. I'll see if @jbrennand is around, I believe he's got a similar setup to you.

See where this Helpful Answer was posted

Dr_Mike_Oxgreen · ‎31-08-2021

Information

Cable Modem	EuroDOCSIS 3.0 Compliant
Serial Number	48325AWU00DD6
Boot Code Version	PSPU-Boot 1.0.20.1391
Software Version	V2.01.15
Hardware Version	1.03
CA Key	Installed

Dr_Mike_Oxgreen · ‎31-08-2021

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Success
Provisioning State	OK	Operational

Dr_Mike_Oxgreen · ‎31-08-2021

Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	139000000	147000000	155000000	163000000	171000000	179000000	187000000	195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	4.17	4.93	5.27	4.83	4.53	4.61	4.87	4.45
RxMER (dB)	35.97	36.39	36.84	36.61	37.09	36.84	37.09	36.84
Pre RS Errors

134708602	30990316	114806093	140549997	20448605	109972995	83275890	14187038
Post RS Errors

59389271

4497274

15218959

63102496

2684518

47265053

10893599

318140

Dr_Mike_Oxgreen · ‎31-08-2021

Upstream US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	1	4	3	2
Frequency (Hz)	60300000	39400000	46200000	53700000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	44.75	42.75	43.25	44.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	35	41	47	21
T4 Timeouts	0	0	0	0

Dr_Mike_Oxgreen · ‎31-08-2021

Upstream Burst Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type	16QAM	QPSK	16QAM	64QAM	64QAM	16QAM
Differential Encoding	OFF	OFF	OFF	OFF	OFF	OFF
Preamble Length	56	640	384	104	104	104
Preamble Value Offset	652	0	0	716	716	716
FEC Error Correction (T)	0	5	5	10	16	5
FEC Codeword Information Bytes (K)	16	34	34	81	223	86
Maximum Burst Size	0	0	0	3	255	255
Guard Time Size	8	48	48	8	8	8
Last Codeword Length	Fixed	Fixed	Fixed	Shortened	Shortened	Shortened
Scrambler On/Off	ON	ON	ON	ON	ON	ON

Dr_Mike_Oxgreen · ‎31-08-2021

General Configuration

Network Access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	EuroDOCSIS 3.0
Config File

Primary Downstream Service Flow

SFID	37148
Max Traffic Rate	230000061 bps
Max Traffic Burst	42600 bytes
Min Traffic Rate	0 bps

Primary Upstream Service Flow

SFID	37147
Max Traffic Rate	22000061 bps
Max Traffic Burst	42600 bytes
Min Traffic Rate	0 bps
Max Concatenated Burst	42600 bytes
Scheduling Type	Best Effort

Dr_Mike_Oxgreen · ‎31-08-2021

Network Log

First Time	Last Time	Priority	Error Number	Description
31/08/2021 05:44:00 GMT	31/08/2021 05:44:00 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
31/08/2021 05:43:58 GMT	31/08/2021 05:43:58 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 22:20:46 GMT	30/08/2021 22:20:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 22:13:10 GMT	30/08/2021 22:13:10 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 17:35:54 GMT	30/08/2021 17:35:54 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 08:38:29 GMT	30/08/2021 08:38:29 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 07:58:36 GMT	30/08/2021 07:58:36 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 06:02:45 GMT	30/08/2021 06:02:45 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 03:55:31 GMT	30/08/2021 03:55:31 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 03:21:20 GMT	30/08/2021 03:21:20 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
30/08/2021 00:57:00 GMT	30/08/2021 00:57:00 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 23:41:03 GMT	29/08/2021 23:41:03 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 22:07:58 GMT	29/08/2021 22:07:58 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 22:06:04 GMT	29/08/2021 22:06:04 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 22:04:10 GMT	29/08/2021 22:04:10 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 20:06:26 GMT	29/08/2021 20:06:26 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 19:03:46 GMT	29/08/2021 19:03:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 09:28:04 GMT	29/08/2021 09:28:04 GMT	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option
29/08/2021 07:29:57 GMT	29/08/2021 07:29:57 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
29/08/2021 06:56:35 GMT	29/08/2021 06:56:35 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out

Steven_L · ‎02-09-2021

Hey @Dr_Mike_Oxgreen,

Welcome back to the community and thanks for taking the time to post your issues here on our forums.

I have been able to locate your account and some run a few tests on your connection and the local area, I have not been able to find any issues that could be causing the problems that

All of the network levels are well within specification for a good connection, are you able to check the connection and its speeds, just using the Virgin Media equipment?

Regards,

Steven_L

Dr_Mike_Oxgreen · ‎02-09-2021

Please read my follow-up post - I might have solved my own problem!!

Hi Steven...

Thanks for your help.

In order to bypass the Apple Airport I assume I will need to switch my SuperHub into router mode, and plug its ethernet cable directly into the back of my PC. This isn't a problem, but what worries me is whether things will work again when I attempt to go back the other way. My wife relies on our internet connection for online tutoring, and she will kill me if I break it and can't get it working again!

Looking at the AirPort's configuration, it reports the following IP addresses:

IP Address 82.2.175.xxx

Subnet Mask 255.255.252.0

Router Address 82.2.172.yyy

My concern is whether these IP addresses might change when switching from modem mode to router mode and back, and hence whether the AirPort will be able to "see" the SuperHub.

I'm not sure how the AirPort would have got these, because I can't see any IP addresses reported in the SuperHub's pages. Would the AirPort have obtained them by DHCP? If so, then I guess everything should sort itself out even if the IP addresses have changed.

If you can reassure me that everything will work correctly when I return to my current configuration, then I'll go ahead and try it.

Thanks!

David (@Dr_Mike_Oxgreen)

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Slow speed - please help interpret diagnostics