Superhub Virgin Media Business BB

CurlySteve · 03-05-2016, 16:29

I was wondering if anyone could shed some light onto what might be happening. I have been on the phone to virgin media now for 2 and a half weeks about our 50mbit static IP link that seems to go down as and when it wants to. I have a log of what's been happening and also set up monitoring software to tell me exactly when the site goes down. Please see the log below:

Friday- I go to site and setup the virgin media router so the users can connect.

Weekend - multiple phone calls from the alarm company to say we have lost internet connection

Monday - line goes down at 3 I don’t try to report until 4:45pm as was busy and wasn’t told until late, but hung up due to waiting over 20 minutes for someone to answer.

Tuesday - 8am report the line had gone down and as for someone to have a look.

Tuesday - call again at 3 pm when the line goes down and for him to get back and have a look

Tuesday - engineer turns up for 5 minutes and then disappears.

Wednesday - engineer calls to say nothing is wrong and to call back if it happens again

Wednesday - Site goes down again and I call the engineer (I set up monitoring software)

Wednesday - call again to ask for an update, someone was not going to turn up until Thursday AM

Wednesday - call to report site had gone down again

Thursday - met engineer at site and the line was live, he said he would look at the cab after finding no fault and get back to me - he didn’t get back to me

Thursday - call to say site had gone down again after waiting an hour on the phone.

Thursday - got a text after 6pm to say it was being looked at and will call me Friday morning

Friday - no call am, chased pm after site went down again waited for a call back

Friday - got a call back and was promised regular updates

Weekend - site goes down twice

Monday - got a text to say it was with managers and would call once a decision was made - again no call

Monday - another text to say site had been up for 20 hours stable but fault was in the hands of backline analysts.

Tuesday - another text to say the link had been live for 24 hours and passed to network engineer before closing the call and will get back to me when they have more info.

Wednesday - got a call to say 3 engineers were still looking at it and narrowing down on the problem and will get back to me with some information when they have some.

Thursday - site went down at 5:53pm Wednesday so logged it first thing.

Thursday – pm got a text to say network engineers have found the fault and fixed it.

Bank holiday Monday – pm site went down on and off for 4 hours no one in the office

Tuesday – called VM first thing to report site went down.

Tuesday – site went down at 3pm called to report again. Status of call was “restored”

Down 20/04/2016 15:53:35 − 20/04/2016 19:31:35 (=3 h 38 m)
Up 20/04/2016 19:31:35 − 21/04/2016 14:11:39 (=18 h 40 m)
Down 21/04/2016 14:11:39 − 21/04/2016 19:04:39 (=4 h 52 m)
Up 21/04/2016 19:04:39 − 21/04/2016 19:36:39 (=32 m)
Down 21/04/2016 19:36:39 − 21/04/2016 19:37:39 (=59 s)
Up 21/04/2016 19:37:39 − 21/04/2016 19:47:39 (=10 m)
Down 21/04/2016 19:47:39 − 21/04/2016 19:49:39 (=119 s)
Up 21/04/2016 19:49:39 − 22/04/2016 15:56:15 (=20 h 6 m)
Unknown 22/04/2016 15:56:15 − 22/04/2016 16:02:08 (=5 m 53 s)
Up 22/04/2016 16:02:08 − 24/04/2016 17:11:32 (=2 d 1 h 9 m)
Down 24/04/2016 17:11:32 − 24/04/2016 17:35:32 (=23 m 59 s)
Up 24/04/2016 17:35:32 − 24/04/2016 18:00:32 (=25 m)
Down 24/04/2016 18:00:32 − 24/04/2016 18:06:32 (=6 m)
Up 24/04/2016 18:06:32 − 27/04/2016 14:55:29 (=2 d 20 h 48 m)
Down 27/04/2016 14:55:29 − 27/04/2016 14:55:55 (=25 s)
Up 27/04/2016 14:55:55 − 27/04/2016 17:53:40 (=2 h 57 m)
Down 27/04/2016 17:53:40 − 27/04/2016 17:58:40 (=5 m)
Up 27/04/2016 17:58:40 − 30/04/2016 15:18:11 (=2 d 21 h 19 m)
Down 30/04/2016 15:18:11 − 30/04/2016 15:28:10 (=9 m 59 s)
Up 30/04/2016 15:28:10 − 30/04/2016 15:53:40 (=25 m 30 s)
Down 30/04/2016 15:53:40 − 30/04/2016 16:18:10 (=24 m 29 s)
Up 30/04/2016 16:18:10 − 30/04/2016 16:31:40 (=13 m 30 s)
Down 30/04/2016 16:31:40 − 30/04/2016 17:11:10 (=39 m 30 s)
Up 30/04/2016 17:11:10 − 30/04/2016 17:16:40 (=5 m 30 s)
Down 30/04/2016 17:16:40 − 30/04/2016 19:20:40 (=2 h 4 m)
Up 30/04/2016 19:20:40 − 02/05/2016 15:07:40 (=43 h 46 m)
Down 02/05/2016 15:07:40 − 02/05/2016 15:47:10 (=39 m 30 s)
Up 02/05/2016 15:47:10 − 02/05/2016 16:06:10 (=19 m)
Down 02/05/2016 16:06:10 − 02/05/2016 18:38:10 (=2 h 32 m)
Up 02/05/2016 18:38:10 − 02/05/2016 18:57:40 (=19 m 29 s)
Down 02/05/2016 18:57:40 − 02/05/2016 19:23:10 (=25 m 30 s)
Up 02/05/2016 19:23:10 − 03/05/2016 15:17:10 (=19 h 53 m)
Down 03/05/2016 15:17:10 − 03/05/2016 15:29:10 (=12 m)
Up 03/05/2016 15:29:10 − 03/05/2016 15:39:10 (=10 m)
Down 03/05/2016 15:39:10 − 03/05/2016 15:47:40 (=8 m 29 s)
Up 03/05/2016 15:47:40 − 03/05/2016 15:55:10 (=7 m 30 s)
Down 03/05/2016 15:55:10 − 03/05/2016 16:19:40 (=24 m 30 s)

The SuperHub has been updated to the latest firmware they did that the first Tuesday evening, We have the 100mbit upgrade on order but that wont be installed for the next 4-6 weeks. I have tried to request a router change but they insist its nothing to do with the router.

ccarmock · 04-05-2016, 00:20

Can you post the power levels etc as reported by the Superhub - as they can be an indication of issues. Also suggest post the network log (with Mac addresses obscured) from it also.

CurlySteve · 04-05-2016, 10:17

Thanks for looking at this, I hope this helps:
Downstream
Locked 22 307000000 Hz QAM256 3.0 dBmV 41.9 dB 401754 21913
Locked 17 267000000 Hz QAM256 2.6 dBmV 41.9 dB 95029 74662
Locked 18 275000000 Hz QAM256 2.4 dBmV 41.4 dB 66234 45767
Locked 19 283000000 Hz QAM256 2.6 dBmV 41.7 dB 93117 71360
Locked 20 291000000 Hz QAM256 2.1 dBmV 41.9 dB 64620 33795
Locked 21 299000000 Hz QAM256 3.1 dBmV 42.0 dB 543794 28146
Locked 23 315000000 Hz QAM256 2.8 dBmV 41.9 dB 360465 29003
Locked 24 323000000 Hz QAM256 2.7 dBmV 41.9 dB 2012032 19551

Upstream Channels
Locked 28 25800000 Hz ATDMA 40.8 dBmV 16QAM 6400000 20480 Kbits/sec
Locked 27 32600000 Hz ATDMA 41.3 dBmV 16QAM 6400000 20480 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec

03/05/2016 18:12:25 2436694091 L2tp session up
03/05/2016 18:12:25 2436694086 PPP session up
03/05/2016 18:12:20 2436694090 Starting L2tp session
03/05/2016 18:12:17 2436694088 No PPP session active
03/05/2016 18:11:51 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/05/2016 18:11:51 2436694078 TOD established
03/05/2016 18:11:38 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 18:11:32 82000200 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 18:11:29 84020200 Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 18:10:58 82000300 Ranging Request Retries exhausted;CM-MAC= CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 18:10:11 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 17:59:11 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 17:37:05 84020200 Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 17:27:36 84000200 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 16:18:57 84000200 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 15:50:12 84020300 MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/05/2016 15:38:12 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 15:29:12 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 15:23:50 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
03/05/2016 14:51:11 84000400 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;
03/05/2016 14:28:49 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
02/05/2016 16:38:57 82000200 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
02/05/2016 16:37:48 2436694061 Dynamic Range Window violation
02/05/2016 15:15:43 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
30/04/2016 16:10:37 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC= CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

CurlySteve · 05-05-2016, 11:00

Please see update of what has been going on, we are finally getting a replacement superhub but 2 weeks after a virgin media engineer and myself said that would have been a likely issue with it.

Tuesday - Site went down at 3pm called to report and was promised an update back by close of play – no call or update received - the site was down for over 4 hours.

Wednesday – called to chase an update and was told they needed to reboot the super hub – after this they would monitor the site. Call transferred to another person in the 2nd line team.

Wednesday - 2pm site went down again and called to report, they knew nothing about it until I called

Wednesday – arrange to send engineer to site to replace VM superhub. (Took multiple phone calls and being thrown around to at least 3 different departments as no one took my fault number)

Wednesday – text in the evening to say engineer won’t be turning up until 9 am Thursday, this was after hours and the person at site had specifically stayed behind for the engineer. The site was down for over 5 hours

Thursday – 8 am updated the site with eta of engineer, 9:30 am called up to say the engineer had not turned up. Was told engineer has other jobs before us and that the eta was unknown. I have been told someone will get back to me.

I am starting to get frustrated with the lack of communication that's coming my way and the information that I am receiving is often too late for me to do anything about, incorrect or so general its not worth getting. I have had to argue to get the information that I am getting and I am still having to chase for updates as when I'm told that I will get a call or an update I generally don't. I have been told that someone will call me back in regards to when an engineer will turn up today, I doubt that I will get anything.

Any thoughts on what might be causing this issue whether you agree its the superhub or not is much appreciated.