on 29-10-2024 13:49
Virgin Superhub 3 on M125 has been having intermittent drop out and freeze when trying to connect cell phone and also when watching Channel 4 and U TV for over 12 months and now becoming more frequent.
Have spoken with support but no resolution.
I have used Think Broadband BQM shown below which shows what I understand to be a reasonably normal performance of the router connection.
I have also tried Tracer Route to both channel 4 and U TV websites results attached. Both traces show Requests timed out on hops 3 and 5 which if, I am understanding correctly, are within the virgin network. Could these time outs be a part of or indicator of the reason for these drop outs?
I have reset both the hub(Many times ) and the TV which is a Samsung Series 7 with no improvement.
Speed test run on cell phone using samknows close to tv at time of freeze and drop out shows wifi at over 100Mbps.
Can anyone assist in finding a solution to stop these drop outs?
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 234750000 | Locked |
Ranged Upstream Channel (Hz) | 49600000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 234750000 | -4.4 | 38 | 256 qam | 13 |
2 | 242750000 | -4.9 | 38 | 256 qam | 14 |
3 | 250750000 | -5.4 | 38 | 256 qam | 15 |
4 | 258750000 | -5.2 | 38 | 256 qam | 16 |
5 | 266750000 | -4.7 | 38 | 256 qam | 17 |
6 | 274750000 | -4.7 | 38 | 256 qam | 18 |
7 | 282750000 | -4.7 | 38 | 256 qam | 19 |
8 | 290750000 | -5.4 | 38 | 256 qam | 20 |
9 | 298750000 | -5.2 | 38 | 256 qam | 21 |
10 | 306750000 | -5.5 | 38 | 256 qam | 22 |
11 | 314750000 | -5.5 | 38 | 256 qam | 23 |
12 | 322750000 | -5.5 | 38 | 256 qam | 24 |
13 | 330750000 | -5.5 | 38 | 256 qam | 25 |
14 | 338750000 | -5.9 | 38 | 256 qam | 26 |
15 | 346750000 | -5.9 | 38 | 256 qam | 27 |
16 | 354750000 | -6 | 38 | 256 qam | 28 |
17 | 362750000 | -6.5 | 38 | 256 qam | 29 |
18 | 370750000 | -6.9 | 38 | 256 qam | 30 |
19 | 378750000 | -7.5 | 37 | 256 qam | 31 |
20 | 386750000 | -7.7 | 37 | 256 qam | 32 |
21 | 394750000 | -7.7 | 37 | 256 qam | 33 |
22 | 402750000 | -7.7 | 38 | 256 qam | 34 |
23 | 410750000 | -8 | 37 | 256 qam | 35 |
24 | 418750000 | -8 | 37 | 256 qam | 36 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 12958 | 4686 |
2 | Locked | 38.6 | 23983 | 4886 |
3 | Locked | 38.6 | 14366 | 3631 |
4 | Locked | 38.9 | 14896 | 4036 |
5 | Locked | 38.6 | 13352 | 4329 |
6 | Locked | 38.9 | 13316 | 4115 |
7 | Locked | 38.9 | 13904 | 3968 |
8 | Locked | 38.9 | 16515 | 4306 |
9 | Locked | 38.6 | 16648 | 4603 |
10 | Locked | 38.9 | 17233 | 3332 |
11 | Locked | 38.6 | 17929 | 3545 |
12 | Locked | 38.6 | 18920 | 3940 |
13 | Locked | 38.9 | 19256 | 4366 |
14 | Locked | 38.6 | 19876 | 5754 |
15 | Locked | 38.6 | 19092 | 4191 |
16 | Locked | 38.6 | 19670 | 4100 |
17 | Locked | 38.9 | 21260 | 4771 |
18 | Locked | 38.6 | 22497 | 5044 |
19 | Locked | 37.6 | 26524 | 5589 |
20 | Locked | 37.6 | 25154 | 6548 |
21 | Locked | 37.6 | 23095 | 6757 |
22 | Locked | 38.6 | 22763 | 6005 |
23 | Locked | 37.6 | 23764 | 7739 |
24 | Locked | 37.6 | 23547 | 7600 |
Answered! Go to Answer
on 31-10-2024 16:51
Sorry first pic of BCM rejected marked up version attached
on 01-11-2024 10:08
Following my earlier post on Tuesday the problems continue and have been particularly frequent over the last two evenings .
The following BQM outputs show the situation yesterday and today before and following a router restart
Attached are Router stas after restart
.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 234750000 | -5 | 38 | 256 qam | 13 |
2 | 138750000 | -1 | 38 | 256 qam | 1 |
3 | 146750000 | -1.5 | 38 | 256 qam | 2 |
4 | 154750000 | -2 | 38 | 256 qam | 3 |
5 | 162750000 | -2.2 | 38 | 256 qam | 4 |
6 | 170750000 | -2.2 | 38 | 256 qam | 5 |
7 | 178750000 | -2.7 | 38 | 256 qam | 6 |
8 | 186750000 | -3.2 | 38 | 256 qam | 7 |
9 | 194750000 | -3.4 | 38 | 256 qam | 8 |
10 | 202750000 | -3.5 | 38 | 256 qam | 9 |
11 | 210750000 | -3.9 | 37 | 256 qam | 10 |
12 | 218750000 | -4.2 | 36 | 256 qam | 11 |
13 | 226750000 | -4.5 | 37 | 256 qam | 12 |
14 | 242750000 | -5.5 | 38 | 256 qam | 14 |
15 | 250750000 | -5.9 | 38 | 256 qam | 15 |
16 | 258750000 | -5.7 | 38 | 256 qam | 16 |
17 | 266750000 | -5 | 38 | 256 qam | 17 |
18 | 274750000 | -5 | 38 | 256 qam | 18 |
19 | 282750000 | -5.2 | 38 | 256 qam | 19 |
20 | 290750000 | -6 | 38 | 256 qam | 20 |
21 | 298750000 | -5.9 | 38 | 256 qam | 21 |
22 | 306750000 | -6.2 | 38 | 256 qam | 22 |
23 | 314750000 | -6 | 38 | 256 qam | 23 |
24 | 322750000 | -6.2 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 28 | 0 |
2 | Locked | 38.9 | 17 | 0 |
3 | Locked | 38.9 | 21 | 0 |
4 | Locked | 38.6 | 14 | 0 |
5 | Locked | 38.6 | 17 | 0 |
6 | Locked | 38.9 | 20 | 0 |
7 | Locked | 38.9 | 5 | 0 |
8 | Locked | 38.9 | 7 | 0 |
9 | Locked | 38.6 | 18 | 0 |
10 | Locked | 38.6 | 19 | 0 |
11 | Locked | 37.6 | 11 | 0 |
12 | Locked | 36.6 | 22 | 0 |
13 | Locked | 37.6 | 26 | 0 |
14 | Locked | 38.6 | 16 | 0 |
15 | Locked | 38.6 | 12 | 0 |
16 | Locked | 38.6 | 14 | 0 |
17 | Locked | 38.6 | 8 | 0 |
18 | Locked | 38.9 | 9 | 0 |
19 | Locked | 38.9 | 7 | 0 |
20 | Locked | 38.6 | 5 | 0 |
21 | Locked | 38.6 | 8 | 0 |
22 | Locked | 38.6 | 12 | 0 |
23 | Locked | 38.6 | 13 | 0 |
24 | Locked | 38.6 | 19 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49600000 | 50.3 | 5120 | 64 qam | 7 |
2 | 36600000 | 49.8 | 5120 | 64 qam | 9 |
3 | 23600000 | 50.3 | 5120 | 64 qam | 11 |
4 | 43100000 | 50 | 5120 | 64 qam | 8 |
5 | 30100000 | 50 | 5120 | 64 qam | 10 |
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 |
5 | ATDMA | 0 | 0 | 0 | 0 |
Addix previousy identified issues with low downstream power levels which now seem to be even lower on more channels he also identified high upstream power levels.
Can VM please look at the data and advise what the issue is and how it can be resolved.
on 01-11-2024 10:23
Yup upstream power levels look high to me and downstream are also a bit low. Check for local faults on 0800 561 0061 otherwise call it in as a fault on 0345 454 1111 / 150.
on 01-11-2024 11:06
The BQM indicates there was a total loss of service from 1am to 9am the following day.
Yet there is not a single word about this in the original post.
What is the BQM pointing to ? A generic VPN exit point perhaps ?
on 01-11-2024 13:24
… Or the public IP address has changed and the BQM is thus no longer in contact with the hub.
Is there an attenuator on the back of your hub? If so, please remove it and keep us informed. Of course, the coax cable need to be tightly screwed inn at both ends.
on 03-11-2024 08:53
Sorry I did mention in second post that despite BQM showing 100% packet loss internet was working fine but post exceeded word count and this was lost. BQM points to IP address shown by BQM What is my ip address tool.
on 03-11-2024 08:55
there is what I believe to be an attenuator on the phone line connected to the hub but no other that I am aware of.
on 03-11-2024 09:32
Check the BQM IP it does not appear to be a VM Hub.
For our Hub the Admin >> Info section of the Hub's menu shows the IPv4 address use this IP in BQM.
What is my ip address tool will return the wrong answer if performed over a VPN or via Apple Relay etc.
on 03-11-2024 12:58
Hi @DA65
Thanks for posting and welcome back to the community. Apologies for any service issues. We'll send you a PM now to assist further.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 05-11-2024 13:37
Hi @DA65 thanks for your post here in the Community although we're sorry to hear of your concerns.
We do see you've managed to get some help on this via an alternative thread which is great news!
If you need any further help, please don't hesitate to let us know.
Many thanks