Superhub Virgin connection dropping

Geezer63rd · 25-06-2012, 23:07

Starting about 6 weeks ago, virgin connection kept dropping at random times. They sent a new hub, a "super hub".

Installed new hub, still get same issues as before. Might work for a day, then drop. Might work for 10 minutes, then drop. VERY frustrating.

Had three engineer site visits. All cables checked and signal levels measured and all working when engineer on site.

Virgin telephone help just going thrpugh scripts like "are you using wireless?" etc. I explained no, its not the wireless but a problem with your hub disconnecting from the internet.

What can be the problem and what can I do?

Thanks

Lykaios19899 · 25-06-2012, 23:36

Can you post your router stats on here so we can see the power levels?

qasdfdsaq · 26-06-2012, 03:24

Also post the modem log when/after you get a disconnect

jb66 · 26-06-2012, 07:23

It usually is the crappy wifi hub wireless

General Maximus · 26-06-2012, 07:27

Quote:

Originally Posted by Geezer63rd

Virgin telephone help just going thrpugh scripts like "are you using wireless?" etc. I explained no, its not the wireless but a problem with your hub disconnecting from the internet.

are you using wireless though dude and do you know how to test whether it is the wireless dropping out or the actual connection to the internet?

Geezer63rd · 26-06-2012, 09:09

Hi and thanks for the replies.

It's not a wireless fault. I used a wired connection to the hub.

The fault is the hub and its connection to virgin's system.

I've observed the first download channel as 43mV and as low as -9mV.

When it is stable and working, there are several download channels, all at around 7mV.

So, for example, last night I went to bed, all computers were off and the hub was connected ok. Woke up this morning and the hub had disconnected.

I will post logs this eveing when I get home

THanks

Geezer63rd · 26-06-2012, 21:52

[MOD EDIT: modem log removed, please repost withut the MAC addresses]

---------- Post added at 21:52 ---------- Previous post was at 21:51 ----------

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 111 55616000 Kbits/sec 322750000 Hz 43.9 dBmV 39.5 dB Hybrid
Locked QAM256 105 55616000 Kbits/sec 290750000 Hz -1.1 dBmV 37.9 dB Hybrid
Locked QAM256 106 55616000 Kbits/sec 298750000 Hz -0.5 dBmV 38.3 dB Hybrid
Locked QAM256 109 55616000 Kbits/sec 306750000 Hz 0.4 dBmV 38.9 dB Hybrid
Locked QAM256 110 55616000 Kbits/sec 314750000 Hz 0.3 dBmV 38.9 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

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

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 2 20480 Kbits/sec 35800000 Hz 58.0 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

General Maximus · 26-06-2012, 22:02

firstly it looks like you have had a 5th channel added hence the fake reporting of the 43.9 downstream, a reboot should fix it. Buuuuuuuuut, the problem, you have got is your upstream power, an engineer needs to come out and look at it, it is too high.

thenry · 26-06-2012, 22:08

remove the MAC addy out the log above. and also as General said above. call up VM and get a tech booked. he'll jiggle at the cabinet.

Geezer63rd · 26-06-2012, 22:26

Tue Jun 26 20:53:48 2012 Critical (3) DHCP FAILED - Requested Info not supported.;;;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 26 20:53:25 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;;;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 26 20:40:46 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:40:07 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:39:38 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:39:18 2012 Critical (3) No Ranging Response received - T3 time-out;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:39:10 2012 Warning (5) Lost MDD Timeout;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:39:10 2012 Warning (5) MDD message timeout;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:38:58 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:38:36 2012 Critical (3) No Ranging Response received - T3 time-out;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:38:04 2012 Warning (5) Lost MDD Timeout;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:38:04 2012 Warning (5) MDD message timeout;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:37:57 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:37:35 2012 Critical (3) No Ranging Response received - T3 time-out;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 20:27:40 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 26 20:27:07 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;;;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 26 20:26:51 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;;;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 26 18:40:54 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 26 17:32:16 2012 Critical (3) Ranging Request Retries exhausted;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 17:31:21 2012 Critical (3) Ranging Request Retries exhausted;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 17:07:02 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 17:06:58 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 15:35:31 2012 Critical (3) DHCP FAILED - Requested Info not supported.;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 08:18:54 2012 Critical (3) DHCP FAILED - Requested Info not supported.;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 07:12:32 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 07:12:27 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 07:12:19 2012 Critical (3) DHCP FAILED - Discover sent, no offer received;;;CM-QOS=1.0;CM-VER=3.0;
Tue Jun 26 06:45:22 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;;;CM-QOS=1.0;CM-VER=3.0;
Mon Jun 25 23:31:35 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;;CM-QOS=1.0;CM-VER=3.0;
Mon Jun 25 23:31:13 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;;;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;;;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;;;CM-QOS=1.0;CM-VER=3.0;

---------- Post added at 22:23 ---------- Previous post was at 22:18 ----------

Quote:

Originally Posted by General Maximus

firstly it looks like you have had a 5th channel added hence the fake reporting of the 43.9 downstream, a reboot should fix it. Buuuuuuuuut, the problem, you have got is your upstream power, an engineer needs to come out and look at it, it is too high.

Thanks for the replies chaps!

Had three engineer visits and beem on the phone at least 14 times, each time repeating the same script. No, its not wireless. No, the operating system isn;t relevant, etc etc.

Managed to speak to somebody today and he "says" that the call has been escalated to the next level, whatever that means. Oh, and they're not allowed to call me and I have no idea when they "might" have fixed anything but I have to "see how it goes" for the next four days and call back after next Sunday if it is still going wrong!!!!

---------- Post added at 22:26 ---------- Previous post was at 22:23 ----------

Quote:

Originally Posted by General Maximus

firstly it looks like you have had a 5th channel added hence the fake reporting of the 43.9 downstream...

Am I only supposed to have 4 channels?

Sometimes I only see one.

Sometimes there is no upstream channel

thenry · 26-06-2012, 23:10

its because its unstable. the high upstream. when the tech booked for?

Geezer63rd · 27-06-2012, 00:03

No idea! Had threee visits so far. Sometimes they put the attenuator on, sometimes they take it off.

As I said, the call has been "escalated", so not sure what that actually means in practice or if I will evern hear from them again.

Will keep you posted

Thanks

thenry · 27-06-2012, 00:12

3 visits? did any of them go out to the street cabinet?

sod the escalation. call tech support now and say your upstream power level is too high. the agent should check, confirm and book a tech. when the tech comes say again your upstream is too high and you need moving at the cabinet to lower it. job done.