Superhub - dropping internet every other day

[Octimon]

Having got a new superhub just over a week ago with XXL BB, it keeps dropping the internet connection and I have to reboot the superhub every other day (and it seems VERY slow to reboot compared to my old modem/router set up). The same errors keep arising (as below for today) but I have no idea what they mean or whether this is something I need to have someone out to look at given they are classed as "critical"

The wireless performance also seems quite poor and I can't get any wireless devices to download at anything above 14-16 Mbps - yet with my old 20Mb modem and Belkin N1 router they would get 18-20 Mbps

Can anyone help?

Cheers




Mon Feb 14 17:24:14 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 14 17:24:07 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Mon Feb 14 17:21:47 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Mon Feb 14 17:21:28 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Mon Feb 14 17:20:28 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Mon Feb 14 10:28:15 2011 Critical (3) Ranging Request Retries exhausted;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Mon Feb 14 10:20:43 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 14 10:20:43 2011 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 14 10:12:04 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

[Siggyboy]

I had one installed last Thursday. Has to be re booted 5-6 times per day!!!!!! Am waiting a call back from Installer.......

[Peter_]

Originally Posted by Octimon

Having got a new superhub just over a week ago with XXL BB, it keeps dropping the internet connection and I have to reboot the superhub every other day (and it seems VERY slow to reboot compared to my old modem/router set up). The same errors keep arising (as below for today) but I have no idea what they mean or whether this is something I need to have someone out to look at given they are classed as "critical"

The wireless performance also seems quite poor and I can't get any wireless devices to download at anything above 14-16 Mbps - yet with my old 20Mb modem and Belkin N1 router they would get 18-20 Mbps

Can anyone help?

Cheers

---------- Post added at 17:58 ---------- Previous post was at 17:58 ----------

Originally Posted by Siggyboy

I had one installed last Thursday. Has to be re booted 5-6 times per day!!!!!! Am waiting a call back from Installer.......

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 change me, 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.

[Octimon]

Here are mine

Startup Procedure
Acquire Downstream Channel315000000 HzLocked Connectivity StateOKOperational
Boot StateOK
Operational Configuration FileOK
SecurityEnabledBPI+
Downstream Channels
LockedQAM2565555616000 Kbits/sec315000000 Hz 4.7 dBmV43.9 dBHybrid
LockedQAM2565355616000 Kbits/sec299000000 Hz 5.1 dBmV44.2 dBHybrid
LockedQAM2565455616000 Kbits/sec307000000 Hz 4.9 dBmV44.4 dBHybrid
LockedQAM2565655616000 Kbits/sec323000000 Hz 4.6 dBmV44.0 dBHybrid
Unlocked Unknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
Upstream Channels
LockedATDMA420480 Kbits/sec45800000 Hz50.7 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
Primary Downstream Service Flow Downstream(0) SFID22282
Max Traffic Rate53000000 bps
Max Traffic Burst10000 bytes
Mix Traffic Rate0 bps
Primary Upstream Service Flow Upstream(0)
SFID22281
Max Traffic Rate1750000 bps
Max Traffic Burst3044 bytes
Mix Traffic Rate0 bps
Max Concatenated Burst0 bytes
Scheduling TypeBest Effort

[Peter_]

Originally Posted by Octimon

Downstream Channels
4.7 dBmV
5.1 dBmV
4.9 dBmV
4.6 dBmV

Upstream Channels
50.7 dBmV

The above are quite normal but your original post showed T3 and T4 timeouts so they may be a fault elsewhere and you will need an engineer to investigate as it could be a cabling issue or something on the network that needs raising.

[Octimon]

Thanks for the quick response Masque.

As you have responded to some of my other posts highlighting the fiasco that has been our "upgrade" to Sky HD and XXL you will appreciate I am tearing my hair out when it comes to VM.

Who do I report it to as I don't particlularly want to go through the unplug, replug, reboot, waste more of my time department and want to speak to someone who knows what T3 and T4 timeouts are.

[Peter_]

Originally Posted by Octimon

Thanks for the quick response Masque.

As you have responded to some of my other posts highlighting the fiasco that has been our "upgrade" to Sky HD and XXL you will appreciate I am tearing my hair out when it comes to VM.

Who do I report it to as I don't particlularly want to go through the unplug, replug, reboot, waste more of my time department and want to speak to someone who knows what T3 and T4 timeouts are.

UK agents are available until 10pm tonight so you could try the 50Mb Support line on 0800 953 0431 or first thing tomorrow from 0800.

[Siggyboy]

Here are mine!


Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 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 84 55616000 Kbits/sec 298750000 Hz 6.1 dBmV 32.2 dB Hybrid
Locked QAM256 85 55616000 Kbits/sec 306750000 Hz 5.9 dBmV 32.1 dB Hybrid
Locked QAM256 86 55616000 Kbits/sec 314750000 Hz 5.6 dBmV 31.9 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 TDMA 1 10240 Kbits/sec 42800000 Hz 45.7 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 4589
Max Traffic Rate 20480000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 4588
Max Traffic Rate 768000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 1522 bytes
Scheduling Type Best Effort

[setch]

Are the settings below good or bad? Seems strange that I have a negative when everybody else has postive

Locked QAM256 232 55616000 Kbits/sec 299000000 Hz -8.4 dBmV 35.8 dB Hybrid
Locked QAM256 233 55616000 Kbits/sec 307000000 Hz -6.4 dBmV 37.4 dB Hybrid
Locked QAM256 234 55616000 Kbits/sec 315000000 Hz -4.9 dBmV 37.9 dB Hybrid

Setch

[Peter_]

Originally Posted by Siggyboy

Downstream Channels
6.1 dBmV
5.9 dBmV
5.6 dBmV
Upstream Channel
45.7 dBmV

Your look fairly normal so any issue again has to be elsewhere.

---------- Post added at 19:22 ---------- Previous post was at 19:18 ----------

Originally Posted by setch

-8.4 dBmV
-6.4 dBmV You should not have such a difference in your power levels -4.9 to -8.4
-4.9 dBmV

If you are having any issues it may well be down to the imbalance in your power levels so again it would need investigation.

[Siggyboy]

Originally Posted by Siggyboy
Downstream Channels
6.1 dBmV
5.9 dBmV
5.6 dBmV
Upstream Channel
45.7 dBmV
Your look fairly normal so any issue again has to be elsewhere.


Can you suggest what i may look at??

[Peter_]

Originally Posted by Siggyboy

Originally Posted by Siggyboy
Downstream Channels
6.1 dBmV
5.9 dBmV
5.6 dBmV
Upstream Channel
45.7 dBmV
Your look fairly normal so any issue again has to be elsewhere.


Can you suggest what i may look at??

You keep having to reboot yours so the issue is elsewhere and probably needs an engineer to investigate.

[gadge]

Originally Posted by Masque

UK agents are available until 10pm tonight so you could try the 50Mb Support line on 0800 953 0431 or first thing tomorrow from 0800.

I have just tried the 0800 number its for the co operative travel.

[pip08456]

0800 052 0431 (he made a typo!).

[Peter_]

Originally Posted by pip08456

0800 052 0431 (he made a typo!).

Certainly did make a typo.

Did you buy a holiday Gadge.