Superhub SH1 - Firmware BUS_V2.37.17

naysan19 · 19-02-2016, 13:34

Hi all,

This may have already been discussed in another thread but I thought I would share anyway.

To give some background: We have a 50M connection with 5 static IPs (routed subnet) and a SuperHub 1 which has caused nothing but problems since day one (literally)! As learnt from others in this forum, modem mode is a no go - no settings would work so I set up the SH in router mode and used the second static IP on our Draytek router. Even in this set up the connection would go down at least once every 1-3 days, either the unit would need to be restarted manually or I was able to connect to the WAN IP of the unit and restart it, for some reason it was usually that the unit didn't know anything was connected to the LAN port which was the problem - hence no connection on site but the GUI was reachable off-site using the WAN IP (if it was still responsive).

I have been watching the forum on news of the SH3 and called Virgin Media last week to complain again and request for a SH3 which I was previously told would be given for free to suffering businesses with a SH1. The adviser explained that this offer is no longer valid as they have a new firmware version for the SH1 - BUS_V2.37.17 which was applied remotely a few days later.

Our SH1 has been running for over 8 days now without any problems! No connection drops, no random restarting and the GUI has been responsive every day. Hopefully this firmware makes the SH1 stable.
I'm pretty sure I've never seen the system up time above 4 days until now.

One interesting note is that there is no longer an option to put the unit into Modem mode and the GUI is slightly different.

So, if you are still having problems with the SH1 in router mode - give Virgin Media a call to apply the new firmware.

We'll have to wait until the SH3 supports multiple static IPs (routed subnet) before we can upgrade to the new speeds.

ccarmock · 19-02-2016, 20:54

Interesting - I was originally told they wouldn't issue any further business SH1 firmware. Ironic this is available when the new business superhub is available, and hopefully soon will be with routed subnet as an option

MUD_Wizard · 19-02-2016, 21:36

Quote:

Originally Posted by naysan19

We'll have to wait until the SH3 supports multiple static IPs (routed subnet) before we can upgrade to the new speeds.

Surely you mean the Hitron CGNv4?

I haven't heard any intention to deploy the SH3 for business and it's not in the current business trial, which I'm on.

I have a Hitron with one subnet of 13 static IP's.

https://www.upc.ro/pdf/manuale/inter..._datasheet.pdf

naysan19 · 20-02-2016, 08:46

Quote:

Originally Posted by ccarmock

Interesting - I was originally told they wouldn't issue any further business SH1 firmware. Ironic this is available when the new business superhub is available, and hopefully soon will be with routed subnet as an option

Yes that's what I heard too, they must have found a way to fix the firmware problems and save money by not replacing units.

Quote:

Originally Posted by MUD_Wizard

Surely you mean the Hitron CGNv4?

I haven't heard any intention to deploy the SH3 for business and it's not in the current business trial, which I'm on.

I have a Hitron with one subnet of 13 static IP's.

https://www.upc.ro/pdf/manuale/inter..._datasheet.pdf

Yes thats the one I was referring to. I had assumed that the new hub will be available for businesses whenever the firmware was ready. If I wanted to upgrade from 50MB to 100MB or 200MB speeds would I not get a new/different hub?

Looking at the VM Business website, at the moment there is no option to order a new connection with more than one static IP, regardless of speed (in our area anyway).

nickgoldman · 20-02-2016, 09:59

Quote:

Originally Posted by naysan19

Hi all,

This may have already been discussed in another thread but I thought I would share anyway.

To give some background: We have a 50M connection with 5 static IPs (routed subnet) and a SuperHub 1 which has caused nothing but problems since day one (literally)! As learnt from others in this forum, modem mode is a no go - no settings would work so I set up the SH in router mode and used the second static IP on our Draytek router. Even in this set up the connection would go down at least once every 1-3 days, either the unit would need to be restarted manually or I was able to connect to the WAN IP of the unit and restart it, for some reason it was usually that the unit didn't know anything was connected to the LAN port which was the problem - hence no connection on site but the GUI was reachable off-site using the WAN IP (if it was still responsive).

I have been watching the forum on news of the SH3 and called Virgin Media last week to complain again and request for a SH3 which I was previously told would be given for free to suffering businesses with a SH1. The adviser explained that this offer is no longer valid as they have a new firmware version for the SH1 - BUS_V2.37.17 which was applied remotely a few days later.

Our SH1 has been running for over 8 days now without any problems! No connection drops, no random restarting and the GUI has been responsive every day. Hopefully this firmware makes the SH1 stable.
I'm pretty sure I've never seen the system up time above 4 days until now.

One interesting note is that there is no longer an option to put the unit into Modem mode and the GUI is slightly different.

So, if you are still having problems with the SH1 in router mode - give Virgin Media a call to apply the new firmware.

We'll have to wait until the SH3 supports multiple static IPs (routed subnet) before we can upgrade to the new speeds.

I just called VMB and the guy I spoke with didn't know anything about it. I think I am best calling up on Monday and asking.
If they have finally fixed this I will be very pleased as this has been ongoing for over a year.
is there any chance of a screenshot of the 2.37.17 release?

ccarmock · 20-02-2016, 10:21

Quote:

Originally Posted by naysan19

Yes thats the one I was referring to. I had assumed that the new hub will be available for businesses whenever the firmware was ready. If I wanted to upgrade from 50MB to 100MB or 200MB speeds would I not get a new/different hub?

Looking at the VM Business website, at the moment there is no option to order a new connection with more than one static IP, regardless of speed (in our area anyway).

The business service will not offer the SH3, they have elected to go for a different device altogether.

None of the newer Business services currently offer more than a single fixed IP address. The website is a bit of a mess because there isn't mention on the main pages of the 50 Mb/s package, but it is still available, but as it is now delivered via the Hitron it will only support 1 dynamic or 1 fixed IP address. The routed subnet option is on trial now on the Hitron, but not yet available to order. I was told they expect that to be available late May.

The older 50 Mb/s service was delivered with the SH1 with business firmware, which supported the option to implement single and multiple fixed IP addresses. I am not sure if they would still install that option for you if you really needed routed subnet.

Modem mode is also not available in the released version of the Hitron firmware, but is also in the pipeline.

So as it stands, with the new business services, there is no way to set things up such that the publicly routable IP address is on your own equipment behind the Hitron - since that would require either modem mode or a routed subnet option, neither of which are available.

Personally I think this is a bit of a miss on VMBs fault, and they should have either selected a device that did support their fixed IP options from launch or waited until the firmware to support that was ready for launch with the Hitron.

Clearly the development effort is done since it is on trial, so hopefully if no major issues are discovered, requiring rework, it will be on track to launch soon.

naysan19 · 20-02-2016, 11:03

Quote:

Originally Posted by nickgoldman

I just called VMB and the guy I spoke with didn't know anything about it. I think I am best calling up on Monday and asking.
If they have finally fixed this I will be very pleased as this has been ongoing for over a year.
is there any chance of a screenshot of the 2.37.17 release?

I've found their call agents seem to have different levels of understanding and knowledge.

Login page no longer has a Username field:

Settings page no longer has any mention of modem mode:

Advanced settings showing the new firmware version:

ccarmock · 20-02-2016, 11:29

Fill in the 'Got a Question or request' from here. I did this yesterday evening to ask for the new firmware to be sent to my Business SH1. This morning I had a response to say it has been scheduled for 24th Feb

nickgoldman · 20-02-2016, 12:27

Thanks CCarmock I have filled in a request for the new firmware.
naysan19 that is an impressive uptime for the SH1 Business.

nickgoldman · 20-02-2016, 14:46

Quote:

Originally Posted by ccarmock

Fill in the 'Got a Question or request' from here. I did this yesterday evening to ask for the new firmware to be sent to my Business SH1. This morning I had a response to say it has been scheduled for 24th Feb

Now scheduled for my upgrade on the 24th of Feb.

MUD_Wizard · 20-02-2016, 21:37

Quote:

Originally Posted by naysan19

Yes thats the one I was referring to.

The SH3/Hub3 is an Arris TG2492LG hub though. It's only used for domestic broadband currently, as far as I'm aware.

Quote:

Originally Posted by naysan19

I had assumed that the new hub will be available for businesses whenever the firmware was ready.

If I wanted to upgrade from 50MB to 100MB or 200MB speeds would I not get a new/different hub?

Yes, definitely for the 100+ speeds. Don't know about 50-100Mb. The SH1 should be capable of 50/100Mb fine, as it has been well tested in this regard on domestic broadband. You'll have to wait and see what the VMB site says once updated.

For higher speeds it'll be the Hitron though, not the SH3. The Hitron is comparable in spec to the SH3 but has more suitable LED's and ports for business (USB port). I have it running 300Mb business broadband.

https://www.upc.ro/pdf/manuale/inter..._datasheet.pdf
https://www.upc.ro/pdf/manuale/inter...2014-01-28.pdf

---------- Post added at 22:37 ---------- Previous post was at 22:21 ----------

Quote:

Originally Posted by ccarmock

Personally I think this is a bit of a miss on VMBs fault, and they should have either selected a device that did support their fixed IP options from launch or waited until the firmware to support that was ready for launch with the Hitron.

All LG regions are using the same device though, so adding another device, manufacturer and firmware in the mix just for VM UK wouldn't make sense.

The hubs need to be future proof and compatible with Docsis 3.1 going forward, so using an older hub of less spec just to reduce the timescale by a few months would that really make sense?

Kushan · 21-02-2016, 11:34

Quote:

Originally Posted by MUD_Wizard

The hubs need to be future proof and compatible with Docsis 3.1 going forward, so using an older hub of less spec just to reduce the timescale by a few months would that really make sense?

I'm not necessarily disagreeing with you but suggesting that it won't be done because it doesn't make sense doesn't usually apply to VM...

ccarmock · 21-02-2016, 13:28

Quote:

Originally Posted by MUD_Wizard

Yes, definitely for the 100+ speeds. Don't know about 50-100Mb. The SH1 should be capable of 50/100Mb fine, as it has been well tested in this regard on domestic broadband. You'll have to wait and see what the VMB site says once updated.

All LG regions are using the same device though, so adding another device, manufacturer and firmware in the mix just for VM UK wouldn't make sense.

They are using the Hitron for all business installs now - the SH1 was only used for the 50 MB/s service. You are right technically it is capable of 100 Mb/s and more - but they had issues with fixed IP at speeds about 50 Mb/s with it. They tried it at 100 Mb/s and as soon as the L2TP tunnel was used for fixed IP the speeds dropped to around 70 Mb/s max.

Understand and it makes sense to standardise equipment, but are VMB the only LG group offering a business service with multiple static IP addresses? This seems to have required further firmware development for the device.

Given this sounds imminent, as it's in trial now, I am surprised they didn't wait until that was available before withdrawing the old service which did offer multiple fixed IP. In many business scenarios that is needed to ensure a device behind the Hitron can be allocated a publicly routable IP address.

naysan19 · 24-02-2016, 15:56

Quote:

Originally Posted by nickgoldman

Thanks CCarmock I have filled in a request for the new firmware.
naysan19 that is an impressive uptime for the SH1 Business.

Well I have good and bad news:

The good news is that the connection hasn't dropped in 14 days (and counting).

Bad news is that the GUI is now not resolving (it was working yesterday), a lot better than before but still not how it should be. It will probably need a manual reboot for the GUI to be responsive again.

MUD_Wizard · 24-02-2016, 16:05

Quote:

Originally Posted by naysan19

Well I have good and bad news:

The good news is that the connection hasn't dropped in 14 days (and counting).

Bad news is that the GUI is now not resolving (it was working yesterday), a lot better than before but still not how it should be. It will probably need a manual reboot for the GUI to be responsive again.

It's normal for the SH1 GUI to crash when the device is low on memory. Happens now and again. As you say, a reboot is necessary.

Reminds me of my 1GB Android phone (apps crashing due to low memory).