Superhub Limited Connectivity

mecster09 · 05-04-2016, 15:52

I've recently (last month) had a cable repull to fix my dodgy internet connectivity which up until 2 weeks ago gave me a smooth 100mb connection. Since then I've started to experience a degraded service resulting in a maximum 40mb download speed and from looking at the router logs I notice a single downstream and upstream when previously I had 4 downstream and 2 upstream, also it takes at least 8 attempts to get a connection and my arrow lights on the superhub are green not blue.

At present Virgin technicians aren't any closer to determining the problem and I'm stuck in this endless cycle of new equipment - engineer visit with the same result. Has anyone come across this before? Is the limitation in my upstream and downstream a hint to an underlying problem?

Any help would be great.

Taf · 05-04-2016, 16:01

Set up a free connection monitor at http://www.thinkbroadband.com/ping/monitors.html and post a few days worth of graphs here.

jb66 · 05-04-2016, 16:10

Your problem is you only have one downstream
What's your upstream power level?

mecster09 · 05-04-2016, 16:34

44.18

General Maximus · 05-04-2016, 17:14

Quote:

Originally Posted by mecster09

At present Virgin technicians aren't any closer to determining the problem and I'm stuck in this endless cycle of new equipment.

I don't believe you dude because any tech would know that something is very wrong if you are only locking onto one downstream and they would make a concerted effort to get it fixed. If it isn't a shub fault then they would look at the cabling in the property and then going out to the cab. If it was power issue coming from the cmts then it would affect a tonne of customers so if it is only you that is being affected then there has got to be a dodgy connection somewhere.

mecster09 · 05-04-2016, 17:45

Like I said' I've had a cable repull recently after 5 technicians struggled to identify a previous issue and their last resort was a repull (which fixed it). I've had a full recable internally and externally during that process and for 2 weeks my connection was perfect. Most recent engineer changed the SuperHub and ran some connectivity tests on the coaxial and externally and I quote "I can't find any reason for you only getting one downstream or upstream"
Network technician also couldn't find a fault externally

horseman · 05-04-2016, 20:47

Quote:

Originally Posted by mecster09

Like I said' I've had a cable repull recently after 5 technicians struggled to identify a previous issue and their last resort was a repull (which fixed it). I've had a full recable internally and externally during that process and for 2 weeks my connection was perfect. Most recent engineer changed the SuperHub and ran some connectivity tests on the coaxial and externally and I quote "I can't find any reason for you only getting one downstream or upstream"
Network technician also couldn't find a fault externally

Well if Principal Tech already escalated it to Networks and the engineer (not tech) couldn't find the fault behind partial/impaired service then they would/should have escalated it to head-end CMTS specialist for a full DOCSIS trace analysis.
Of course they're presumably not helpfully disclosing how many other other CM's on your cable segment they've checked or are not suffering the same symptoms which means they should now be looking at your mains phase power regulation. Presumably it's isolated to your property which makes it an expensive and intrusive diagnostic vector to explore.

mecster09 · 05-04-2016, 21:24

I have a feeling someone isn't telling me something, I was told that over subscription could be the issue by a networks guy on the phone but that was quickly disregarded by the technican that arrived. Is that a potential issue?

General Maximus · 06-04-2016, 08:27

no. Your modem should be locking on to 8 downstream channels and 2 upstreams, if your areas is oversubscribed and bandwidth is scarce then that is by the by. If it is a busy bank holiday weekend and everyone is travelling all 4 lanes on the motorway don't get closed do they? They are still there and you can still use them, things just move more slowly. Like Horse and JB have intimated, the only reason why the shub would only lock onto one channel (which is a fault) is because of an upstream power issue but yours are in spec which means the fault lies elsewhere. The next time you talk to somebody (even 1st line) I would ask them exactly what is going on. They won't understand the issue but they can read from the notes on the screen. If you do speak to the principle tech again or somebody from networks I suggest you read them Horse's post to give them a nudge in the right direction if they haven't already gone down that road.

mecster09 · 06-04-2016, 08:51

I will definitely give the information from this post to the principle technician as I have a another visit arranged for Saturday morning. Hoping he finds something or changes my cabling again as this is the final attempt from Virgin before they are calling it a day.

Thanks for everyone's help and I'll update you on Saturday when I know more!