fordy
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Re: UDP issues on SuperHub3 - collective thread
Yup! Sounds like you’re definitely in the club now, welcome aboard! Now, just make sure you don’t do any UDP or you’ll be unfairly penalised! :). (Try launching the DNS lookup loop I posted much earlier in the thread and you will likely be able to trigger issues on demand!). Would suggest you escalate to VM and ask for a fix (or a superhub 2 in the interim!) and point them at this thread. When they refuse, keep escalating and don’t let go!1.9KViews1like25CommentsRe: UDP issues on SuperHub3 - collective thread
Hey Kath & Sofia, This issue is more problematic and complex than most and your internal tools won't detect it. Most "normal" customers likely won't notice it either. There is a more fundamental problem at play with the SH3 and SH4 here. I managed to get a SH2 (via a CEO escalation) and that resolved the problem immediately for me (After trying multiple SH3's, and a SH4). I'm obviously now capped at the lower speed, but reliability is more important than speed. I also escalated this problem internally at VM and this fault was replicated by the CPE team and was escalated to the CPE vendor. It would be great if you could link up with that team and acknowledge this problem and either release a fix for the SH3 & 4, or demonstrate it's fixed in the SH5. I guarantee you'd get more custom out of it as people would benefit from a more reliable service, and you'd save some cash on frustrating phone calls and truck rolls! 🙂2.1KViews4likes29CommentsRe: UDP issues on SuperHub3 - collective thread
I decided to leave Virgin BB at the end of my reduced price contract period due to unwillingness to resolve this problem. Shame, technically they should be the best in our area but they're let down by enforcing use of their own crappy CPE and beyond useless customer support. (Customer aggravation team?). Virgin really need to wake up and go back to providing a simple functional modem, and letting people use whatever WiFi device they want to.2KViews4likes1CommentRe: UDP issues on SuperHub3 - collective thread
> Essentially virgin have deliberately blocked superhub3 from using torrents for security. Sorry this is not true, and not all torrents are illegal. I have worked with VM on this, there is 100% a fault with the superhub 3 and superhub 4. A superhub 2 resolves it.2.5KViews2likes6CommentsRe: UDP issues on SuperHub3 - collective thread
Oh boy! escalate, escalate, escalate - email one of the exec team (Severena was very good) and tell them what happened and what you expect to happen. Make it clear, and hopefully she'll get someone straight on it. Its a simple task, after all 🙂3.1KViews1like1CommentRe: UDP issues on SuperHub3 - collective thread
jphobbs wrote: AlexFinlay wrote: Retentions have just phoned me and magically they may have some super hub 2 stock - shocker Don't count your chickens yet, you won't believe this. I got someone to send me a Super Hub 2 yesterday. Guess what arrived 15 minutes ago? A fourth Super Hub 3! Ahh exact same happened to me, engineer turned up with a SH3 and I had to reexplain the fault all over again, and then he went back off to find a SH2. 🙂 Persistence paid off in the end! I too would go elsewhere in a heartbeat if someone else could do the speeds (reliably!!).2.7KViews1like13CommentsRe: UDP issues on SuperHub3 - collective thread
Annoyingly, I'm no longer sure if this is my issue as I tried testing according to @fordy Two cmd windows, one doing ping 192.168.0.1 and the other doing FOR /L %N IN () DO @nslookup 1.1.1.1 No effect. Two big differences between us i think; You send way more UDP (Torrenting!) - i think thats why your charts might look much worse! You're in router mode didn't you say, I was in modem only mode. Router mode I hear is more tolerant so may not show the drops so easily (ie with the light DNS queries). I'm not a windows guy, but isn't your script missing something? Is it just doing nslookup 1.1.1.1, if so won't this be cached by the windows client on your PC, and not send out so many DNS requests? Would need to be more like nslookup www.google.com 1.1.1.1?2.7KViews1like1CommentRe: UDP issues on SuperHub3 - collective thread
jphobbs wrote:Thanks for this. Yeah, the whole SH3 shuts down and reboots when the issue happens so ping drops. I can't see your images yet either but how did you go about getting a SH2 and getting it activated? My modem didn't reboot at all - it just became unavailable, so didn't respond to ping or web traffic, but as soon as it came back it was available. This is important as this is what makes everything look fine from the Virgin Media end - their monitoring all shows it up, green, nothing drops in their polling... so their diagnostic tools show all good. SH2 - I escalated and escalated and even then they were hesitant. Eventually the only way in was opening a complaint, and then escalating to their exec team to complain (google them and drop them an email). Complaint is that i wasn't getting the advertised service (which I wasn't). Severina responded quickly and got one of their team on it quickly once I got through. I did try getting a reference number for this problem I could give to other people but got told its unique for my case only. 😞 Their labs have now confirmed an issue though and escalated with vendor so they should be aware of it - just might not be well communicated.2.5KViews1like24CommentsRe: UDP issues on SuperHub3 - collective thread
For completeness here's a before and after for mine: Superhub 3 and 4 gives results like this with constant recurring drops: SuperHub 2 is beautiful: Disclaimer: Different traffic and different day profiles so they will look different, but you can see before i suffer random drops as I use UDP / Skype calls. Though thinkbroadband graphs are helpful, I found monitoring from your PC to your router over the local LAN was more useful for this fault - as nothing should really stop your modem from responding over the local network - but yet with this fault, the modem seems to go to sleep for a bit. 🙂2.5KViews0likes0CommentsRe: UDP issues on SuperHub3 - collective thread
Can't see the images yet - but certainly looks like the same issue. Issue looks to be present in router mode, just less so. Bear in mind in modem only mode I only need to send 15-25 or UDP DNS packets in quick succession to trigger a problem. Torrenting by nature of being a download comes with far heavier load than a few DNS queries. 🙂 Try pinging your modem's private IP on your network to see if you lose comms with your modem across the local LAN when connectivity goes.2.7KViews0likes27Comments
