View Full Version : Sporadic Disconnects
The title says it all really. I am getting sporadic disconnects from the Internet, it's not the wireless network which continues to work fine. The disconnects occur quite a few times a day, it does appear to be linked to any one activity. I have restarted the Subhub several times to no success.
I am on 30mb broadband with the Superhub. Any advice before I call technical support?
General Maximus
05-09-2011, 22:04
if it has worked fine before are you sure it is the not superhub which is playing up and there isn't an area fault?
if it has worked fine before are you sure it is the not superhub which is playing up and there isn't an area fault?
It's been going on all weekend and into today. It was at it's worst yesterday but just prior to posting this I had the longest period of disconnect, didn't come back for 10 or so mins.
Change the LAN IP lease time to something like "9999999"
Change the LAN IP lease time to something like "9999999"
He said the wireless is fine ..
pabscars
06-09-2011, 07:50
The title says it all really. I am getting sporadic disconnects from the Internet, it's not the wireless network which continues to work fine. The disconnects occur quite a few times a day, it does appear to be linked to any one activity. I have restarted the Subhub several times to no success.
I am on 30mb broadband with the Superhub. Any advice before I call technical support?
Is there anything interesting going on in the event log, have you checked all connections are done up nice and tight.
Is there anything interesting going on in the event log, have you checked all connections are done up nice and tight.
I'll check the event logs when I get home. Connections are tight. I guess I will have to phone VM.
If it's the Superhub can I replace them with something like this:
http://www.amazon.co.uk/Linksys-Cisco-WRT120N-Wireless-N-Router/dp/B00318BN72/ref=sr_1_3?ie=UTF8&qid=1315299652&sr=8-3
arcimedes
06-09-2011, 11:27
I'll check the event logs when I get home. Connections are tight. I guess I will have to phone VM.
If it's the Superhub can I replace them with something like this:
http://www.amazon.co.uk/Linksys-Cisco-WRT120N-Wireless-N-Router/dp/B00318BN72/ref=sr_1_3?ie=UTF8&qid=1315299652&sr=8-3
I have been using tthe WRT120N to test the superhead in modem mode but its quite old now. I have a Buffalo on order (cant remember which) which I intend to use connected to the superhub.
pabscars
06-09-2011, 13:08
I'll check the event logs when I get home. Connections are tight. I guess I will have to phone VM.
If it's the Superhub can I replace them with something like this:
http://www.amazon.co.uk/Linksys-Cisco-WRT120N-Wireless-N-Router/dp/B00318BN72/ref=sr_1_3?ie=UTF8&qid=1315299652&sr=8-3
If the problem turns out to be the router part of the superhub then I suppose yes you could try it.
I would just post back later with your power levels and event log and let the ones in know, respond.
I suppose a phone call won't go a miss either, you never know theyre may be maintenance work going on in your area thats effecting your service.
Another point to mention, the next time your connection drops have a look at the light's on the S/hub and make a note of what's lit and what is'nt, again it all help's to diagnose a potential cause.
Getting these kinds of errors in the event log:
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
DHCP FAILED - Requested Info not supported.
Started Unicast Maintenance Ranging - No Response received
B-INIT-RNG Failure - Retries exceeded;
General Maximus
06-09-2011, 19:39
I had exactly the same problem as you last year dude with the same error messages. I rang India to start off with and of course nothing was wrong with my connection :geez:
Rang again 10 mins later and insisted an engineer came out and one came out 2 days later. He walked through the front door and asked me what the problem was and I explained it to him and he said he wasn't even going to come in because all the calls he had been to that morning were for the same fault. He rang the dude above him who said there was noise on the network and now that it had been brought to his attention they could fix it and 4 hours later everything was fine. I was well chuffed with the engineer, he left me his mobile number so I could ring him the following day if I still had problems.
Ring tech support and speak to the plebs and get an engineer out, he won't be able to do anything but at least he can escalate the issue for you because you can bet there are other peeps in your street with the same problem.
Just happened again:
DHCP FAILED - Requested Info not supported.
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Started Unicast Maintenance Ranging - No Response received - T3 time-out
I've just had a couple of disconnections too. my event log doesn't log some of the stuff thats listed in yours but nonetheless it disconnected a few times just now and didn't bother coming back on so I manually powered down, powered up again and its back. service status says everythings fine :confused:
General Maximus
07-09-2011, 08:32
yeah it will do, that is why the chums in India think everything is fine. You need to give them a ring as soon as you get disconnected. It used to take me 3 or 4 attempts for the modem to lock onto the signal when i rebooted mine
pabscars
07-09-2011, 13:05
Just happened again:
DHCP FAILED - Requested Info not supported.
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Started Unicast Maintenance Ranging - No Response received - T3 time-out
Did you also check your power levels Damien, although my money is on it being a network/local issue external to your property I mean, so get on the blower and complain, complain, complain. Mention the T3 and T4 timeouts while your at it, and don't get fobbed off with the old "Its your antivirus causing the problem sir".
yeah it will do, that is why the chums in India think everything is fine. You need to give them a ring as soon as you get disconnected. It used to take me 3 or 4 attempts for the modem to lock onto the signal when i rebooted mine
will do next time it happens. I'll also remember not to clear my log and post it. its been fine today, nothing in event log to report.
Did you also check your power levels Damien, although my money is on it being a network/local issue external to your property I mean, so get on the blower and complain, complain, complain. Mention the T3 and T4 timeouts while your at it, and don't get fobbed off with the old "Its your antivirus causing the problem sir".
Power levels? How do I check that.
Is there anything I can say on the phone that can narrow the issue down at their end to speed things along.
power levels mate...
192.168.0.1
login
advanced settings
connection
copy and paste
General Maximus
08-09-2011, 19:34
Is there anything I can say on the phone that can narrow the issue down at their end to speed things along.
It wouldn't matter dude, you can tell them exactly what is what wrong and what they need to do to fix it and they aren't interested, they just fob you off with crap
Big ol data dump:
Startup Procedure
Procedure Status Comment
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 39 55616000 Kbits/sec 314750000 Hz 2.8 dBmV 41.3 dB Hybrid
Locked QAM256 36 55616000 Kbits/sec 290750000 Hz 4.4 dBmV 42.0 dB Hybrid
Locked QAM256 37 55616000 Kbits/sec 298750000 Hz 4.2 dBmV 41.6 dB Hybrid
Locked QAM256 38 55616000 Kbits/sec 306750000 Hz 3.8 dBmV 40.8 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 2 20480 Kbits/sec 45800000 Hz 44.2 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 9515
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 9514
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
you levels look good. call retentions right now and ask them to put you through to a BB support agent in the UK.
On the phone now...
---------- Post added at 20:05 ---------- Previous post was at 19:51 ----------
Woman on the line was helpful, detected the timeouts, and is sending a engineer around.
Not sure if its related but I am in Glasgow area and been getting this all day to day. Internet disconnects for 1 to 2 minutes every so often. No error logs though
is it firmware related? have tried work arounds and still getting disconnected ?
Aghhhhhh. :banghead::banghead:
Engineer came, got it back online, a few hours after that is started happening again :(. Phoned again, another visit set for Tuesday. This is insane.
Apparently a lot of components relating to the connection were old/worn. He replaced those but said the cable might also need replacing, which I told the person on the phone just now.
General Maximus
10-09-2011, 19:01
don't take this the wrong way dude because i know it sucks ass but i am glad (and I am sure others are as well) that this is happening to you out of all people because I think more often than not, forum team members are too quick to jump to VMs defence and I think it is good that you are experiencing what the rest of us have to deal with.
That being said, there has got to be perks :) One of you guys (I can't remember who) have said on numerous occasions that you have got "contacts" in VM. Why don't you bypass the ming mongs on the phone and get somebody to look at it for you on the qt?
Exactly, which is why I've become more active on this forum getting people to gain deals out of VM for the lack of service they provide... no wait, the workload sorry i do apologize!
Looks like it's fixed!
Virgin phoned today to tell me they detected a problem in the area which has now be remedied.
doesn't VMs systems flag this sort of thing with heads manually correcting them?
General Maximus
12-09-2011, 22:53
na, that is why you have to go through the ball ache of making several phone calls to India and getting nowhere, then finally getting a tech to come out who realises it is a network fault and makes a phone call to get it fixed.
I am glad you finally got it sorted though. I haven't had any probs since I had the same problem last year and they fixed it so fingers crossed.
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