Menu
Reply
daveharris
  • 3
  • 0
  • 0
Joining in
294 Views
Message 1 of 3
Flag for a moderator

Superhub needs rebooting regularly. Power levels seem incorrect.

This has been an issue for some time now (12 months) but seems to have gotten worse recently, over the last 3-4 weeks.

I'm on the 350 package. The superhub is in modem only mode with Unifi kit taking care of the internal network.

Speed test right now (from the USG) shows 191.0 down, 36.2 up. Not quite the 350 down I subscribe to but enough for most use, of course, the full 350 down would be nice.

I'm back to automatically rebooting the superhub each morning, if I don't then within a few days it's unusable, video calls are impossible which often prompted a reboot.

Running for 18 hours it shows:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14619999849.5512064 qam11
23939997949.5512064 qam12
35370002451512064 qam10
46029997151512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

Downstream bonded channels

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

1387000000-16.333256 qam28
2203000000-9.437256 qam9
3211000000-10.236256 qam10
4219000000-10.736256 qam11
5227000000-11.735256 qam12
6235000000-11.536256 qam13
7243000000-11.536256 qam14
8251000000-12.235256 qam15
9259000000-1235256 qam16
10267000000-1235256 qam17
11275000000-12.535256 qam18
12283000000-12.235256 qam19
13291000000-1335256 qam20
14299000000-13.334256 qam21
15307000000-1335256 qam22
16315000000-13.734256 qam23
17323000000-13.734256 qam24
18363000000-1633256 qam25
19371000000-15.533256 qam26
20379000000-15.933256 qam27
21395000000-1633256 qam29
22403000000-16.932256 qam30
23411000000-16.832256 qam31
24419000000-1732256 qam32



Downstream bonded channels

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

1Locked3329930440
2Locked37.3250
3Locked36.6250
4Locked36.3360
5Locked35.72900
6Locked36.31020
7Locked36.6290
8Locked35.72789
9Locked35.72960
10Locked35.73850
11Locked35.73910
12Locked35.74810
13Locked35.512840
14Locked34.9145270
15Locked35.521170
16Locked34.995680
17Locked34.4254780
18Locked33.315176710
19Locked33.48034030
20Locked33.316142590
21Locked33.310815060
22Locked32.652471100
23Locked32.3137640696
24Locked32.680421756

 

There seems to be a strong correlation between the PreRS errors getting to rather huge numbers and the quality deteriorating.

Any assistance is appreciated.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
263 Views
Message 2 of 3
Flag for a moderator

Re: Superhub needs rebooting regularly. Power levels seem incorrect.

Your Downstream Power Levels are far too low.

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'.

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

1387000000-16.333256 qam28
2203000000-9.437256 qam9
3211000000-10.236256 qam10
4219000000-10.736256 qam11
5227000000-11.735256 qam12
6235000000-11.536256 qam13
7243000000-11.536256 qam14
8251000000-12.235256 qam15
9259000000-1235256 qam16
10267000000-1235256 qam17
11275000000-12.535256 qam18
12283000000-12.235256 qam19
13291000000-1335256 qam20
14299000000-13.334256 qam21
15307000000-1335256 qam22
16315000000-13.734256 qam23
17323000000-13.734256 qam24
18363000000-1633256 qam25
19371000000-15.533256 qam26
20379000000-15.933256 qam27
21395000000-1633256 qam29
22403000000-16.932256 qam30
23411000000-16.832256 qam31
24419000000-1732256 qam32

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Natalie_L
  • 3.07K
  • 131
  • 262
Forum Team
Forum Team
241 Views
Message 3 of 3
Flag for a moderator

Re: Superhub needs rebooting regularly. Power levels seem incorrect.

Hi daveharris, 

 

Thank you for getting in touch with us here on the Community. 

 

I am very sorry to hear of the issues you have been experiencing with service, I appreciate this must be frustrating. 

 

I have ran a few checks from our side and can see that your downstream level are higher than what we would like so we will need to take a closer look. 

I've gone ahead and booked you a technician visit for the next available slot. You can review or amend this appointment by going to www.virginmedia.com and selecting Track My Order. 

 

For information on how we are keeping our customer safe please see here: https://www.virginmedia.com/help/coronavirus-update

 

Please let me know if you have any questions or concerns. 

 

Thank you 

 

 

Nat
0 Kudos
Reply