Network Access: Denied (another one)

[dpsharp]

I've upgraded to the superhub and 50M package a few weeks ago and have had no issues with this or with my previous 10M package over the past 6 months until this evening.

For the past few hours the superhub refuses to connect, virgin report no related issues in my area. I've tried powering off, leaving it etc. The superhub logs are as follows, can anyone give me any advice? Otherwise I'll try phoning the helpline in the morning.

The only thing that's been unusual is I've had a TP-LINK TL-WA801ND wireless access point connected to the router via a switch most of the afternoon to attempt to extend wireless range (it's now disconnected) but I don't see why this should have damaged the superhub so irretrievably.



Event Log

Time Priority Description
Sun Apr 24 22:42:32 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol

timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:42:26 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC

framing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:41:22 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance

opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:40:49 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3

time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:40:17 2011 Critical (3) No Ranging Response received - T3

time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:40:08 2011 Critical (3) DHCP FAILED - Requested Info not

supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:40:02 2011 Critical (3) No Ranging Response received - T3

time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:39:59 2011 Warning (5) Lost MDD

Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 24 22:39:59 2011 Warning (5) MDD message

timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;


Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 218250000 Hz In Progress
Connectivity State In Progress Not Synchronized
Boot State In Progress Unknown
Configuration File In Progress
Security Disabled Disabled


--------------------------------------------------------------------------------

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
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
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
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
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV



Superhub status

Information
Standard Specification Compliant EU DOCSIS 3.0
Hardware Version 2.00
Software Version V5.5.2R20
MAC Address xx:xx:xx:xx:xx:xx
Serial Number 2HA313UP04361
CM Certificate Installed


--------------------------------------------------------------------------------

Status
System Up Time 0 days 00h:38m:05s
Network Access Denied
Device IP Address ---.---.---.---

[pip08456]

A local fault and an area fault are entirely different. VM in their wisdom , and to the consternation of their customers, only report area faults on their site.

Ring in in the morning as obviously it must be a local fault.

[Chrysalis]

amazing he is still on R20 firmware as well.

VM may have perhaps left networks a bit understaffed as there is a few outages reported this easter.

[dpsharp]

I left the superhub powered off last night and when I powered it on this morning things now seem to be back to normal, I notice from the superhub status and as per Chrysalis comment last night that the firmware version appears to have changed this morning to R26 (see below), are the firmware updates automatically rolled out and are these associated with outages as I described?


Super Hub Status

--------------------------------------------------------------------------------

Information
Standard Specification Compliant EU DOCSIS 3.0
Hardware Version 2.00
Software Version V5.5.2R26
MAC Address a0:21:b7:15:fc:f4
Serial Number 2HA313UP04361
CM Certificate Installed

[Nopanic]

A local fault and an area fault are entirely different. VM in their wisdom , and to the consternation of their customers, only report area faults on their site.

Ring in in the morning as obviously it must be a local fault.

Well .. a local fault to me is with a single customer .. an area fault is more than one .. :D

VM record faults by post code to the IVR and large scale to the site and national IVR ..

No recording when you call means they don't know about it .. but they wont know about it unless someone points it out .. :cool:

[pip08456]

I stand corrected.(well sit really!):D:D:D

[Failswitch]

I had the same problem over the Easter weekend which resolved itself after 48 hours with input from VM engineers. In my case it was an area fault.