Superhub Problems from day 1 [Archive]

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LilLew

10-03-2012, 09:34

Hi all

i have been using virgin media all of my life and i just had it installed on the 11th Feb 2012 and my first problem was a loud squealing noise coming from the SuperHub and it was doing a full restart even few hours

so i called 150 they sent me a new super hub and low and behold it was exactly the same squealing noise and still restarting

so yet again i called 150 they sent me a new super hub and low and behold the squealing noise had gone but the restating was still happening

so i called 150 they sent me an engineer and he found no problems signal level are fine he poked about and left said to test it it lasted 13hrs 04m 32sec
and restarted

so i called 150 they sent me a ANOTHER new super hub and low and behold it was exactly the same still restarting

so i called 150 they sent me an engineer and he found no problems signal level are fine he poked about and found the install had put the cable on the carpet grip and it had gone into the cable so he pulled it off left said to test it it lasted 24hrs 39m ??sec and restarted

so yet again i called 150 they sent me MY 4th new super hub but the restating was still happening this one lasted 6hr 43min ??sec
and boom it restarted.

just had my 3rd engineer out and he said the same thing cant find anything wrong and he removed the isolator and told me if it is broken i will have problems with the broadband and he left and said give it a test.

i have also had to pay the bill as well even tho i am having this amount of problems

so waht do problem think

Andrewcrawford23

10-03-2012, 10:02

the shub is piece of crap, it seems to have failure rate of about 90% so to be hones ti am not surprised at the amount of problems oyu are having, unfortnally the shub si the only modem they offer.

can you switch the shub into modem mode and see hwo ti works ie does it restart

log into the mode and post your power levle from upstream and downstream as well as operation config and event logs if you are unsure hwo to do this someone will be able to post a detail explantion for this i am to go out o dnt have the time

since oyu are having these problems and they acklowgede it you cre entitled to refund phone up and ask for a refund for lost of service since your first call

edit: daft question just wondering what you meant you have been with virgn media all yoru life they only formed in 2007 so just wondering if you are mixing up virign mobile which was in existance before that

Kymmy

10-03-2012, 10:17

Virgin media is just a rebranded NTL so basically the same company (though different assets now) as founded in 1992 ;)

LilLew

10-03-2012, 10:19

what i mean is virgin media and previous names like blue yonder telewest
the following is a full copy / paste of the connection page
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 435000000 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 209 55616000 Kbits/sec 435000000 Hz 8.6 dBmV 36.9 dB Hybrid
Locked QAM256 210 55616000 Kbits/sec 443000000 Hz 8.1 dBmV 37.5 dB Hybrid
Locked QAM256 211 55616000 Kbits/sec 451000000 Hz 8.1 dBmV 36.7 dB Hybrid
Locked QAM256 212 55616000 Kbits/sec 459000000 Hz 8.7 dBmV 37.5 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 35800000 Hz 41.0 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 1702
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 1701
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

---------- Post added at 10:19 ---------- Previous post was at 10:18 ----------

Event Log
ime Priority Description

Sat Mar 10 09:08:47 2012 Critical (3) DHCP FAILED - Requested Info not supported.;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx; CM-QOS=1.1;CM-VER=3.0;
Sat Mar 10 09:08:28 2012 Critical (3) DHCP FAILED - Requested Info not supported.;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx; xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:24 2012 Critical (3) No Ranging Response received - T3 time-out;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;xxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:21 2012 Warning (5) Lost MDD Timeout;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;xxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:21 2012 Warning (5) MDD message timeout;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;xxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:12 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CMT S-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:03 2012 Warning (5) Lost MDD Timeout;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CMT S-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:03 2012 Warning (5) MDD message timeout;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CMT S-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sat Mar 10 09:08:01 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 10 09:07:59 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 10 09:07:57 2012 Warning (5) Lost MDD Timeout;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 10 09:07:57 2012 Warning (5) MDD message timeout;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 10 09:03:30 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;CMT S-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx; CM-QOS=1.0;CM-VER=3.0;

Kymmy

10-03-2012, 10:28

Please remove MAC addresses from logs before posting

MACs removed from previous post

Nopanic

10-03-2012, 10:29

the shub is piece of crap, it seems to have failure rate of about 90%

I'm sorry what ? are you just pulling facts out of your bottom now ?

As for the OP, the chances of getting some many dodgy modems is extremely limited, has the power supply been changed ?

I would ask for a senior engineer and if it continues, maybe try the CEO's office so you deal with the same person.

LilLew

10-03-2012, 10:58

I have had power cable changed and i have had 2 sr engineers and 1 jr engineer i am on the phone to virgin now and they are a nightmare to get money out off

---------- Post added at 10:58 ---------- Previous post was at 10:47 ----------

o my super hub has just restarted how fun

tidtug

10-03-2012, 10:59

we were with comtell before telewest ntl then virgin so about 30 years

LilLew

10-03-2012, 11:01

they have been around since the dinosaurs where around

paulsouth

10-03-2012, 11:17

who comtell? never heard of them

---------- Post added at 11:04 ---------- Previous post was at 11:02 ----------

do u remember NYNEX CABLE COMMS? that was before NTL and before CABLE & WIRELESS..

---------- Post added at 11:17 ---------- Previous post was at 11:04 ----------

who comtell? never heard of them

---------- Post added at 11:04 ---------- Previous post was at 11:02 ----------

do u remember NYNEX CABLE COMMS? that was before NTL and before CABLE & WIRELESS..

NYNEX CABLE COMMS was excellent!
excellent alalogue pictures on all the channels.ok there wasnt many channels on it.but but the service was very good.
i remember the days of UNITED ARTISTS COMMUNICATIONS,there was more channels compaired with NYNEX CABLE COMMS,but the picture was total crap!!
most of the channels only worked wen it felt like..
wen NYNEX became CABLE & WIRELESS,IT WENT DOWN HILL EVER SINCE!!
ok,true there was more channels,but the picture was rubbish!!
i dont know wat NTL analogue was like,i didnt have it.
but i had had NTL DIGITAL and TELEWEST DIGITAL.
me and my family have moved have moved loads of times in my life time..lost count how many times..lol
every where we lived we have had differnt tv services as u can tell..
also wen we lived in crawley we had EUROBELL analogue..that was ok..

LilLew

10-03-2012, 11:28

i have managed to get a £20 refund from them so far and i am gonna get another engineer come over again

kop32

10-03-2012, 11:50

Andrewcrawford23

10-03-2012, 12:13

I'm sorry what ? are you just pulling facts out of your bottom now ?

As for the OP, the chances of getting some many dodgy modems is extremely limited, has the power supply been changed ?

I would ask for a senior engineer and if it continues, maybe try the CEO's office so you deal with the same person.

mmm go look at how satisical statis are done you mgiht get your answer, and th ifnormaiton all depends on hat inforamtion youg et in the first place to get a true answer you need to get all vm cusotmer with shub to psot what has happened to get th right answer but you will never say teh shub is crapo esicpally not to the level i will say because you still work there and the comapny wouldnt be happy

LilLew

10-03-2012, 12:13

sorry what does op mean

kop32

10-03-2012, 12:16

sorry what does op mean

Original Poster,In this case yourself.;)

Andrewcrawford23

10-03-2012, 12:18

also you have no idea of my background apart from i have worked at virign and have computing background, my background also consists of otehr areas which gives me experaine and knowledge on why i say 90% failure rate

---------- Post added at 12:18 ---------- Previous post was at 12:17 ----------

sorry what does op mean

a tech will do able to do anything as it a fault withte shub give me some time to settle down after getting in ill examine the information mroe deeply

LilLew

10-03-2012, 12:29

o right ok

---------- Post added at 12:28 ---------- Previous post was at 12:18 ----------

also you have no idea of my background apart from i have worked at virign and have computing background, my background also consists of otehr areas which gives me experaine and knowledge on why i say 90% failure rate

---------- Post added at 12:18 ---------- Previous post was at 12:17 ----------

a tech will do able to do anything as it a fault withte shub give me some time to settle down after getting in ill examine the information mroe deeply

thank you but still 4 faulty routers i cant see that

---------- Post added at 12:29 ---------- Previous post was at 12:28 ----------

the first two were deemed faulty but the other 2 are said to be working

Andrewcrawford23

10-03-2012, 12:35

o right ok

---------- Post added at 12:28 ---------- Previous post was at 12:18 ----------

thank you but still 4 faulty routers i cant see that

---------- Post added at 12:29 ---------- Previous post was at 12:28 ----------

the first two were deemed faulty but the other 2 are said to be working

if the otehr two where eemed to be working they would not have replaced the 3rd ;)

i can assure the shub does have a pretty high failure rate, failure rate as i describe it doent mean it doesnt wokr just that it has problems meaning it needs replaced

---------- Post added at 12:35 ---------- Previous post was at 12:30 ----------

there nothing in the information you psoted poppign otu that be causing this problems, the tech is wrong your downstream power levles are a little high but it shou,ldnt be causing restarts

ok when it restarts can you take note of the lights on teh superhub or does the superhub psyhical turn off and on?

LilLew

10-03-2012, 12:46

when it reboots it is as if you turn the plug off and then back on

Andrewcrawford23

10-03-2012, 12:55

when it reboots it is as if you turn the plug off and then back on

that is only two things that can be faulty no tech can fix this tehcincally well apart form giving you a new superhub

the fault is either witht eh superhub power supply or the suprhub itself you need another superhub

sorry to be the barer of bad news :( when youg et a ne one make sure you geta new power supply and use the enw one

LilLew

10-03-2012, 12:56

with each super hub i have used all the new cables

Andrewcrawford23

10-03-2012, 12:58

with each super hub i have used all the new cables

ok, well i cant say wether it is the power supply or wether it is the acutally superhub but if it is psyhcial restarting one is faulty so you will need a new superhub

LilLew

10-03-2012, 13:22

Andrewcrawford23

10-03-2012, 13:31

they are getting a repull engineer out

---------- Post added at 13:22 ---------- Previous post was at 13:16 ----------

scrap thati have been put from cs to technical backtocs andback to technicial they now have to send a techy out to book a repull

repull is generally onyl required is teh cable is damged or you are getting things like very high upstream power levels, again i very much doubt it is that, IF IT SI SPYCHICAL REBOOTING LIEK TURNING IT OFF AND ON then it ha to be teh shub or power supply, the only way it could reboot that way in any otehr way is if someoen is sending the restart signal but that requires soeone logging into your modem or have th restart modem from the ts sent

edit: i arealyl think you are being mucked about, and repull can be booked by customer services you dnt needa tech out to book one. i hope for you tha tit works as it not nice you being mucked around this much

Hugh

10-03-2012, 13:36

Andrew, if you are ex-VM, how can you be sure what the current processes are? (regarding the re-pull).

Processes and procedures are amended all the time....

LilLew

10-03-2012, 13:48

so far i have been on the phone for 102 mins waiting for them to sort there act out i am gonna make a major complaint and demand full refund and free upgrades and current bill rates

Mick Fisher

10-03-2012, 13:56

The superhub is a pile of steaming and the rebooting is typical behaviour that seems to be caused by interference. The superhub has a weak wireless signal and is particularly prone to this. No amount of new superhubs will fix it. The only way to fix it with a superhub is to move. Unfortunately there is no guarantee that your new location won't suffer from the same problem.

Don't waste your time and nervous energy on trying to get the superhub going as it is a lost cause. Just acquire a proper wireless router, connect it up and switch the superhub to modem mode. Sit back and start enjoying life again. :)

Failing that move to Infinity.

BT has recognised that they have supplied some below spec modems and are replacing them voluntarily.

VM have supplied a rediculously useless piece of hardware in the superhub but won't admit it and amazingly continue to issue it.

VM are just extracting the urine or have dug themselves into such a huge hole with the superhub that they have no way to climb out. Either way it is plain to see which Company is the Pro and which is the cowboy outfit in this affair.

LilLew

10-03-2012, 14:02

well i have been on the phone for 110mins and they have said they are going to send me another craphub and they have given me 100% guarantee that this will solve the problem if it does not a complaint is going into the the manages

Andrewcrawford23

10-03-2012, 14:04

Andrew, if you are ex-VM, how can you be sure what the current processes are? (regarding the re-pull).

Processes and procedures are amended all the time....

i cant but if they have removed it that so customer cant book it that is pretty bad, if they needa repull for superhub to stop it rebooting what woudl that say about there super superhub??? ;)

but fair point hugh

---------- Post added at 14:04 ---------- Previous post was at 14:02 ----------

well i have been on the phone for 110mins and they have said they are going to send me another craphub and they have given me 100% guarantee that this will solve the problem if it does not a complaint is going into the the manages

that some garantee rofl ther eno garantee wi wil,l, but say what mick has if the wirelss can cause it reboto so much, i suggest login back into 192.168.0.1 and switch it to modem mode and see if that work if ti doesnt as mike says you mgith eb screwed and best gettign another isp

LilLew

10-03-2012, 14:21

Andrewcrawford23

10-03-2012, 14:44

hhmmm yes ill give the modem mode another go but last time it just seem to restart

---------- Post added at 14:18 ---------- Previous post was at 14:13 ----------

now i am in modem mode ill give this a test now and see how it goes

---------- Post added at 14:21 ---------- Previous post was at 14:18 ----------

my speed is pretty good considering i am sopost to be on 30mb package
https://www.cableforum.co.uk/images/local/2012/03/44.png (http://www.speedtest.net)

all teh package are acutally higher tahn advertised

so 10mb will come in about 11mb wuth about 1.1mb upload, 30mb in abotu 32mb and 3mb up, 50mb about 53mb and 5.3mb up, and 100mb about 110mb and 10.5mb up it is because they need to make sure x percentage of customer get teh headline speed so because of overheads and otehr things it the made it perfect 30mb you would normally get abotu 29.5mb so tey make the file that restrict yoru speed abit hgiher so you can achive the speed but because of hwo the make the file a lot of times coustoemr can then get more a less right up to that file speed which i think about 33mb for 30mb

qasdfdsaq

10-03-2012, 14:47

You should probably get your wiring checked.

Which now that you mention it, I think I should do some brownout tests on the Superhub and power supply.

Jumping

10-03-2012, 14:58

You should probably get your wiring checked.

Which now that you mention it, I think I should do some brownout tests on the Superhub and power supply.

I was just gonna suggest that, I remember in my old property I had an APC UPS unit and when I installed the management software you could check the power and it was very high explained why I went through so many lightbulbs :)

jb66

10-03-2012, 15:33

craigj2k12

10-03-2012, 15:44

A senior engineer can't fix a rebooting superhub, it's the hardware itself that's flawed and all 4 of mine did the same as the op is describing

its the firmware thats flawed

AndyCalling

10-03-2012, 16:00

I suggest you buy a simple mains tester from Maplins and check out your mains. Including the earth connection. You see, PCs are unlike most other household electronics in that they routinely dump current to earth. I imagine the shub, being a mini linux PC in reality, would do the same. A dodgy earth system in the house could well cause reboots after a period of time.

Brown outs could also be an issue, and can be caused by other faulting kit plugged in to your ring main somewhere.

One thing you can try, if you have an electric cooker, is to plug the Shub into the power point next to the cooker power switch. I know that may not be possible, but if you can do it with an extention then you will be on a separate ring main that supplies only the cooker and the Shub. If that works then the finger is very much pointing at your mains supply.

This is just a shot in the dark, but something often missed and worth a try when it gets as puzzling as it has in your case. Qasd is right to suggest the mains as a potential issue.

If you have severe brown outs then they may well damage your kit. If the Shub has been so damaged it may continue to fault, so you may need to test a new Shub on the cooker ring main to be sure. Sorry, but that is a possibility even if it is a bit of in inconvienient begger to deal with.

qasdfdsaq

10-03-2012, 16:01

The Superhub has no connection to your earth.

AndyCalling

10-03-2012, 16:11

Oh well, just an idea. Another one is to swap out any power extention cable being used.

It's still worth swapping out the ring main and possibly the Shub to ensure other devices connected are not causing brown outs.

Kymmy

10-03-2012, 16:12

Is it connected to another planet then???? :p:

qasdfdsaq

10-03-2012, 16:14

Lol. I see what you did there.

(I'd have said ground, but then there'd have been some mention of flying Superhubs and I'm not sure anyone wants to see that)

AndyCalling

10-03-2012, 16:18

Actually, it seems a number of posters are ready to try the flying Shub solution. Watch out for open windows...

qasdfdsaq

10-03-2012, 16:31

I shall note to add wings to my Ultimate SuperHub mod.

jb66

10-03-2012, 16:33

its the firmware thats flawed

I think it's both, no firmware is going to make the wifi signal reach the back of my house. virgin went to hawaui to make a superhub and that fell through. I'm guessing because even hawuai couldn't make a decent piece of kit with no antenna.

Roll on superhub 2. Let's hope dlink make one this time

AndyCalling

10-03-2012, 16:40

Huawuai couldn't make a decent router if it had an 20 foot aerial mast attached. Thank goodness it did fall through.

qasdfdsaq

10-03-2012, 16:45

IMO Huawei's routers are much better designed than the Superhub. Performance wise, their modems are pretty good too.

AndyCalling

10-03-2012, 16:50

Did you ever see the wired only ADSL one they made for TalkTalk? It was the most appaling piece of kit I've ever tried to use. Basically because the components were so cheap it was surprising they could take the stress of having mains current applied without popping immediately.

qasdfdsaq

10-03-2012, 16:57

No, never seen the TalkTalk modem, interestingly though, aside from VM they're the only ones who also force their routers to 300mbps (40Mhz/HT) mode by default on 2.4Ghz.

AndyCalling

10-03-2012, 17:03

Interesting, as you say. I have to give VM credit for their turn around on this one though. Their decision to adjust the settings on the Shub to single channel mode has cleared up my area no end. Luckily all the Shubs were far enough away from me not to cause issue, but they were detectable and were filling up the spectrum down the road.

Oddly VM also went into my router and changed it to single channel as well, which was dumb as I was in 5Ghz mode. Still, I expected as much and was ready to switch back after their fiddling.

Chrysalis

10-03-2012, 20:41

A senior engineer can't fix a rebooting superhub, it's the hardware itself that's flawed and all 4 of mine did the same as the op is describing

I wonder how many have multiple superhubs :) as VM send them out like candies.

qasdfdsaq

10-03-2012, 20:44

I do, and I don't even have VM service (on them)