View Full Version : Superhub keep losing connection
leewill31
18-05-2011, 18:50
for some unknown reason my super hub seems to keep on losing connection and then reconnecting like its being reset ever so often?
it did it about 3 weeks and would not come on back on so phoned VM and the guy said nothing was found to be wrong so booked an engineer but it came on so i canceled the engineer but now a few weeks down the line it gone daft again.
should i phone again and make sure i get the engineer this time?
Basically yeah, get it swapped out till it works.
pip08456
18-05-2011, 18:53
Yep!
---------- Post added at 18:53 ---------- Previous post was at 18:52 ----------
Basically yeah, get it swapped out till it works.
How many swap outs will that take?
for some unknown reason my super hub seems to keep on losing connection and then reconnecting like its being reset ever so often?
it did it about 3 weeks and would not come on back on so phoned VM and the guy said nothing was found to be wrong so booked an engineer but it came on so i canceled the engineer but now a few weeks down the line it gone daft again.
should i phone again and make sure i get the engineer this time?
Please post the Upstream and Downstream stats from your modem just click http://192.168.0.1/ the username is admin and the password is changeme, then click on the small red writing that says advanced settings then look down the left hand side and under Maintenance click on connection and copy and post the details from there.
leewill31
18-05-2011, 18:58
Please post the Upstream and Downstream stats from your modem just click http://192.168.0.1/ the username is admin and the password is changeme, then click on the small red writing that says advanced settings then look down the left hand side and under Maintenance click on connection and copy and post the details from there.
Connection
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 306750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 101 55616000 Kbits/sec 306750000 Hz 47.9 dBmV 39.3 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 1 20480 Kbits/sec 45800000 Hz 47.2 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 7484
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 7483
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
pip08456
18-05-2011, 19:00
That only shows you as locking onto one downstream channel. Call in and get a tech out.
You have loss of downstream as you should have 3/4 downstreams not one so you may need an engineer unless it is an area fault.
pip08456
18-05-2011, 19:02
Beat you to it!
https://www.cableforum.co.uk/images/local/2011/05/1.gif
Beat you to it!
Your prize.
http://www.inloughborough.com/newsimages//2008/04/images/lollipop.jpg
It is called giving all the required information.
leewill31
18-05-2011, 19:05
You have loss of downstream as you should have 3/4 downstreams not one so you may need an engineer unless it is an area fault.
well checked the area staus and says good service so i can only guess it is an internal fault my side!
thank for your help :)
well checked the area staus and says good service so i can only guess it is an internal fault my side!
thank for your help :)
Ring in and let us know what they say about it.
you can also ring on 0800 561 0061 for the status line.
leewill31
18-05-2011, 19:23
Ring in and let us know what they say about it.
you can also ring on 0800 561 0061 for the status line.
phoned up and they asked for the info you asked and said straight away that the figures were way of the charts and got engineer booked for Friday morning.
thanks again for the help!
Heck, with those power levels I wonder if virgin aren't planning to become an electricity company :)
Heck, with those power levels I wonder if virgin aren't planning to become an electricity company :)
Are you actually looking at the same thread you are posting in.:rolleyes:
craigj2k12
18-05-2011, 20:34
there not actually that high, its a fault, as you can see there is only one channel
there not actually that high, its a fault, as you can see there is only one channel
Yeah, It was tongue in cheek. 47 is high for DS if everything else was working.
Are you actually looking at the same thread you are posting in.:rolleyes:
If I'm not, can I get a job with VM repeating scripted answers? :p:
craigj2k12
18-05-2011, 23:09
Yeah, It was tongue in cheek. 47 is high for DS if everything else was working.
i know, but not everything else is working so :p::p:
:D:D:D:D:D
Yeah, It was tongue in cheek. 47 is high for DS if everything else was working.
If I'm not, can I get a job with VM repeating scripted answers? :p:
I did guess that and if we had to use a script I would leave as that would be the service dumbed down to a ridiculous level.
i know, but not everything else is working so :p::p:
:D:D:D:D:D
But its a superhub so that is taken for granted, silly!
craigj2k12
18-05-2011, 23:15
But its a superhub so that is taken for granted, silly!
:shocked: oh yeah, silly me
leewill31
19-05-2011, 16:47
i thought i would pop back here and post up my connection figures today because ive had no problems since 7pm last night,one thing i did last night was to check my splitter which i didnt do till after the phone call :( one of the wires were not tight so tightened it and well urm its been stable!
could that have been the problem or from the figures is there still a problem?
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 306750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 101 55616000 Kbits/sec 306750000 Hz -3.3 dBmV 39.2 dB Hybrid
Locked QAM256 100 55616000 Kbits/sec 298750000 Hz -3.2 dBmV 39.4 dB Hybrid
Locked QAM256 102 55616000 Kbits/sec 314750000 Hz -3.4 dBmV 39.3 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 1 20480 Kbits/sec 45800000 Hz 47.2 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 7514
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 7513
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
Fspiders
19-05-2011, 17:22
Wish I could say the same :( I had to go and brag how my second super hub was working fine... Big mistake. Since weekend I'm lucky if I get more than 10 minutes online out of the hour.
No idea why this is happening and I doubt having another hub will make any difference... I'm so so sick of this I'm now starting to get depressed.
This is the last hour on my event log if anyone can tell me what it means (apart from it being ******) I'd appreciate it.
Event Log
Time Priority Description
Thu May 19 15:47:16 2011 Critical (3) DHCP FAILED - Requested Info not supported.
Thu May 19 15:47:12 2011 Critical (3) No Ranging Response received - T3 time-out
Thu May 19 15:46:11 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
Thu May 19 15:46:07 2011 Critical (3) No UCDs Received - Timeout
Thu May 19 15:44:31 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing
Thu May 19 15:42:22 2011 Critical (3) No UCDs Received - Timeout
Thu May 19 15:42:04 2011 Critical (3) Ranging Request Retries exhausted
Thu May 19 15:35:11 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out.
Thu May 19 15:35:11 2011 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Thu May 19 15:21:07 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out.
Thu May 19 15:19:38 2011 Critical (3) No Ranging Response received - T3 time-out
Thu May 19 15:15:59 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Thu May 19 15:15:59 2011 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Thu May 19 15:14:57 2011 Critical (3) DHCP FAILED - Request sent, No response
Thu May 19 15:10:48 2011 Critical (3) No UCDs Received - Timeout
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
This log is nearly the same for every hour of the day.
This is my connection when it's working.
Connection
Acquire Downstream Channel 314750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 7 55616000 Kbits/sec 314750000 Hz 7.5 dBmV 41.6 dB Hybrid
Locked QAM256 5 55616000 Kbits/sec 298750000 Hz 8.0 dBmV 41.6 dB Hybrid
Locked QAM256 6 55616000 Kbits/sec 306750000 Hz 7.8 dBmV 42.0 dB Hybrid
Locked QAM256 8 55616000 Kbits/sec 322750000 Hz 7.0 dBmV 41.4 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 8 20480 Kbits/sec 45800000 Hz 51.4 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 15465
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 2825
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
Current System Time:Thu May 19 16:08:14 2011
My area is supposed to be fine and next door is on a normal 30mb modem and has no problems (in fact never has!)
Any info would be appreciated.
Regards.
Mick Fisher
19-05-2011, 18:16
My net was solid on a mediahub :shocked:
Moved to 30meg and a superhub and it randomly reboots itself all day long.
So what's the only thing changed?
You figure it out. :D
craigj2k12
19-05-2011, 18:24
My net was solid on a mediahub :shocked:
Moved to 30meg and a superhub and it randomly reboots itself all day long.
So what's the only thing changed?
You figure it out. :D
the modem, the router, the platform, the network, the power levels, the SNR
but thats it I think
Fspiders
20-05-2011, 15:26
Got an engineer coming out Monday afternoon. Seems I need the power levels trimming. Fingers crossed.
It seems that Docsis 1 copes with lots of things Docsis 3 can't. And the settings have to be spot on for Docsis 3.
Fspiders
23-05-2011, 22:19
Engineer came out and said this
Locked ATDMA 8 20480 Kbits/sec 45800000 Hz 51.4 dBmV
Was the problem. He said that engineers had a new remit on docsis3 to trim as close as possible to 46dBmV
He got mine down to 48 and so far all is good.
Regards.
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