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double_gee
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Message 1 of 37
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SuperHub 3 - dropouts and restarts

For the past month or so I get frequent dropouts in internet connectivity for a few minutes at a time. Some days it doesn’t happen at all, other days it can be a couple of times an hour for a few hours. I run in modem mode as I use an Amplifi HD And MeshPoints for my WLAN network and they remain up throughout and I can access local NAS whilst internet is down. Usually the hub has a white flashing light for a few minutes then a solid red light and logs don’t show errors at the time of the issue, though do show T3/no ranging response periodically and you can tell it rebooted by checking uptime on the info page. Also plenty Pre RS errors in logs. Anyone else experiencing similar? Is my hub on the way out?

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double_gee
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Message 2 of 37
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Re: SuperHub 3 - dropouts and restarts

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

363000000

6.1

38

256 qam

29

2

203000000

3

37

256 qam

9

3

211000000

3

37

256 qam

10

4

219000000

3

37

256 qam

11

5

227000000

2.9

37

256 qam

12

6

235000000

2.5

37

256 qam

13

7

243000000

2.2

37

256 qam

14

8

251000000

2.4

37

256 qam

15

9

259000000

3.5

37

256 qam

16

10

267000000

4.5

38

256 qam

17

11

275000000

4.9

38

256 qam

18

12

283000000

5.1

38

256 qam

19

13

291000000

5.4

38

256 qam

20

14

299000000

5.6

38

256 qam

21

15

307000000

5.5

38

256 qam

22

16

315000000

5.6

38

256 qam

23

17

323000000

5.8

38

256 qam

24

18

331000000

5.8

38

256 qam

25

19

339000000

6

38

256 qam

26

20

347000000

6

38

256 qam

27

21

355000000

6

38

256 qam

28

22

371000000

6

38

256 qam

30

23

379000000

5.5

38

256 qam

31

24

387000000

5.5

38

256 qam

32

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double_gee
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Message 3 of 37
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Re: SuperHub 3 - dropouts and restarts

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

8

0

2

Locked

37.6

26

0

3

Locked

37.6

27

0

4

Locked

37.6

16

0

5

Locked

37.3

5

0

6

Locked

37.6

9

0

7

Locked

37.6

19

0

8

Locked

37.6

15

0

9

Locked

37.3

12

0

10

Locked

38.6

11

0

11

Locked

38.6

19

0

12

Locked

38.6

19

0

13

Locked

38.6

17

0

14

Locked

38.6

9

0

15

Locked

38.6

5

0

16

Locked

38.9

11

0

17

Locked

38.6

11

0

18

Locked

38.6

9

0

19

Locked

38.6

9

0

20

Locked

38.9

21

0

21

Locked

38.6

17

0

22

Locked

38.9

10

0

23

Locked

38.9

16

0

24

Locked

38.6

4

 

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double_gee
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Message 4 of 37
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Re: SuperHub 3 - dropouts and restarts

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200014

48.3

5120

64 qam

3

2

32599949

48.3

5120

64 qam

5

3

39400019

47.8

5120

64 qam

4

4

53700000

49.8

5120

64 qam

2

 

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

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MikeRobbo
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Alessandro Volta
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Message 5 of 37
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Re: SuperHub 3 - dropouts and restarts

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
double_gee
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Message 6 of 37
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Re: SuperHub 3 - dropouts and restarts

Time

Priority

Description

11/01/2021 10:44:42

notice

LAN login Success;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

09/01/2021 21:14:17

critical

No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 10:28:11

notice

LAN login Success;CM-MAC= ;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/01/2021 01:52:16

notice

SW download Successful - Via NMS

07/01/2021 01:51:28

critical

No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

07/01/2021 01:50:57

notice

SW Download INIT - Via NM

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double_gee
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Message 7 of 37
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Re: SuperHub 3 - dropouts and restarts

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

sfd;kfoA,.iyewrkldJKDHSUB

 

Primary Downstream Service Flow

SFID

896

Max Traffic Rate

575000000

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

895

Max Traffic Rate

38520000

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffor

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MikeRobbo
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Alessandro Volta
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Message 8 of 37
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Re: SuperHub 3 - dropouts and restarts

Your Downstream Power Levels individually are all within spec but, the differential between the lowest at +2.2dBmV and the highest at +6.1dBmV is too great.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

363000000

6.1

38

256 qam

29

2

203000000

3

37

256 qam

9

3

211000000

3

37

256 qam

10

4

219000000

3

37

256 qam

11

5

227000000

2.9

37

256 qam

12

6

235000000

2.5

37

256 qam

13

7

243000000

2.2

37

256 qam

14

8

251000000

2.4

37

256 qam

15

9

259000000

3.5

37

256 qam

16

10

267000000

4.5

38

256 qam

17

11

275000000

4.9

38

256 qam

18

12

283000000

5.1

38

256 qam

19

13

291000000

5.4

38

256 qam

20

14

299000000

5.6

38

256 qam

21

15

307000000

5.5

38

256 qam

22

16

315000000

5.6

38

256 qam

23

17

323000000

5.8

38

256 qam

24

18

331000000

5.8

38

256 qam

25

19

339000000

6

38

256 qam

26

20

347000000

6

38

256 qam

27

21

355000000

6

38

256 qam

28

22

371000000

6

38

256 qam

30

23

379000000

5.5

38

256 qam

31

24

387000000

5.5

38

256 qam

32


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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double_gee
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Message 9 of 37
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Re: SuperHub 3 - dropouts and restarts

Waited until now with no response because I’m now on leave so avoiding impact to working from home. However after over an hour wait all they would do was get me to do a pinhole reset on the hub, put it back in modem mode and get me to restart my AmplifiHD router. Power level variance on downstream now 2.4 - 7.5 dBmV. Have no confidence this is fixed and will end up calling again with more problems. Offshore support are rubbish.

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John_GS
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Forum Team
Forum Team
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Message 10 of 37
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Re: SuperHub 3 - dropouts and restarts

Hi @double_gee

 

Thanks for posting. My apologies for the delayed reply and indeed the broadband issues. 

 

Everything looks fine from a system check today, all levels in specification. 

 

Can you pop the hub in router mode for me so we can run further checks?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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