100M Superhub 2 keeps losing connection

djmagnifique · 16-07-2014, 19:55

I've had my Superhub 2 since the trails and recently it has developed a problem where I lose my internet connection. At first it was only affecting the wired connection but now it is affecting all connections and the only way to fix it is to restart the Superhub 2. The problem occurs sometimes daily but then sometimes it will be fine for several days/over a week.

I know I should call Virgin about this but I have a feeling that if I call while I have the fault all they will do is either tell me to restart it my self or force a remote restart which will resolve the problem for a short period of time.

I've checked the connections and replaced cables where possible, non of my other services are affected and there are no faults showing in my area relating to the internet.

What do you think my best course of action?

Router stats.
Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 307000000 267000000 275000000 283000000 291000000 299000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 6 1 2 3 4 5 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17
Power Level (dBmV) -1.57 -1.33 -1.17 -1.35 -1.45 -1.39 -1.81 -2.06
RxMER (dB) 39.40 38.61 38.98 38.61 37.36 38.26 39.85 39.85
Pre RS Errors 304 426 279 278 290 281 286 307
Post RS Errors 286 297 278 277 289 280 286 307

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 4 N/A N/A 5
Frequency (Hz) 45800000 N/A N/A 35800000
Ranging Status Success Other Other Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 38.53 N/A N/A 37.03
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Cheers

qasdfdsaq · 16-07-2014, 20:59

Power levels are fine.

What exactly do you mean by "lose my internet connection"? Does the wireless disconnect? Can you still ping the router? Access its status pages?

djmagnifique · 16-07-2014, 23:21

By 'lose my internet connection' I mean I am unable to access any web sites or send/recieve emails. This is is affecting both wired and wireless connections at the same time.

The last couple of times that it has happened I have accessed the Superhub through the normal login process to restart it.

It has happened again for the 2nd time today at some time between 9pm (last time I was online) and 10.45pm (had to restart hub).

qasdfdsaq · 17-07-2014, 04:16

OK, but do you lose your WAN IP address? Can you ping the gateway? DNS? Traceroute?

djmagnifique · 17-07-2014, 09:29

Quote:

Originally Posted by qasdfdsaq

OK, but do you lose your WAN IP address? Can you ping the gateway? DNS? Traceroute?

If you tell me how to do that i'll try it next time the problem happens.

General Maximus · 18-07-2014, 22:40

what qas is trying to ascertain is whether the shub is locking up and dropping all local connections (i.e. cutting off your pc/laptop etc) or whether it is stays up and running and your lan is ok and for some reason it is losing its "internet" connection.

Next time it happens open a command prompt (click start and type cmd) and type "ipconfig". If the ip address of your device comes back as something like 192.168.0.2 then you are still connected to the shub even if you don't have internet access. The next step is to ping the shub and from the command prompt type "ping 192.168.0.1" which is the ip address of the shub. If you can ping the shub try logging into it. Somewhere on a status page (don't know because mine is in modem mode) it will tell you what the wan ip address is (the ip address VM gives you). If it says anything other than something like 82.16.254.2 then you have lost your connection. You might also see some dodgy stats in the power levels table like only one channel's info being populated or a message like "unable to lock onto downstream". If the ip address looks ok then go back to your command prompt and type "tracert www.bbc.co.uk". This will send a ping to all the routers between you and the bbc routers and you can see where your connection is failing within VM's network.

Going back to the first step, if you do an ipconfig and your ip address comes back as something like 169.254.10.3 then you have lost your connection to the shub.

djmagnifique · 18-07-2014, 23:23

Cheers, i'll give that a try if it happens again.