Superhub : Randomly Rebooting Superhub - Very Annoying

[Sephiroth]

LOL Craigie's apology. Masque needs nothing explaining. He just needs to acknowledge facts presented by other people as regards the SH.

Anyway, the engineer wasn't far off the mark with his 5 channels observation. Your area is being prepared for 100 meg along with most others at different stages of preparation.

In any case, in Modem Mode, the only resets you should see should occur because of something VM have done at the other end. Barring a duff SH, Modem Mode is rock steady IMO. Even Masque agrees!

[Superblade7]

Seph, thanks again for the info. I've tried modem mode a couple of times and the SH has still rebooted after a day or two. If the engineer was right then all could settle down come January and all become well again. Fingers crossed!

Alternatively, my SH has decided to call it a day and the new SH may be the answer when it arrives! Guess I'll just wait and see.

Craig, don't apologise on my account mate. Yours opinions are as valuable as others on here, regardless of whether or not they agree with you.

Thanks again for all your comments, have a good Xmas!

Superblade7

[Sephiroth]

Originally Posted by Superblade7

Seph, thanks again for the info.

......
Craig, don't apologise on my account mate. Yours opinions are as valuable as others on here, regardless of whether or not they agree with you.

.....Superblade7

Yes he does, Superblade! Craigie is like one of those Star Trek time cops ensuring consistency of the timeline. LOL.

[The_real_dj]

Originally Posted by Sephiroth

The Netgear version of the SH is pretty ppoor when wireless is on.

Have I missed something? Are there 2 versions of the hub? Thought netgear made em all?

[Sephiroth]

Search in the forum or Google on HUAWEI SUPERHUB. Although now Chrysalis has put some doubt on the Huawei device.

[Peter_]

Originally Posted by craigj2k12

oh come on masque, wake up

if your going to say "sorry if a few facts get in the way" then maybe you want to get those facts and quote them here.

The majority.....
- Dont want a combined device
- Dont like the cheaply made superhub
- Think that its rubbish for many reasons
- Random Re-booting - cant cope in a range of circumstances
- Lack of features (on the so called "premium product")
- Wireless range utter crap
- Would like customisability in a router
- Stability not very good (apart from your one which has been baptised and blessed by the docsis gods


There are also many more issues, but the above cover "the majority"

I know i mentioned the wireless being crap, when of course yours is perfect, but if I recall, your using a second access point for your wireless?


I know the above is rather negative and not fitting with christmas spirit, so..

You may not have noticed but the Superhub is now the device of choice across all tiers as of the 21st December, now that is a choice made by Virgin media.

Who says the majority do not want a combined device, the very few posters on various forums or the 500,000+ customers all using the device satisfactorily.

All modems are made to a price and have you heard of another company using Ambit as they were made for NTL/Virgin Media.

Never had a single reboot but I expect with any product the will be faulty devices.

I have used it both as a router and a modem and when i had my Edimax connected all devices preferred the Superhub connection, I am presently in Modem Mode as I was a tester for it.

The device was I expect built for the masses rather than the few who want a fully customisable device which due to Modem Mode you can now use a state of the art router instead.

As for my device being stable so are the majority or we would have many many calls about them.

---------- Post added at 22:48 ---------- Previous post was at 22:48 ----------

Originally Posted by The_real_dj

Have I missed something? Are there 2 versions of the hub? Thought netgear made em all?

The is still only one manufacturer and that is Netgear.

[craigj2k12]

Originally Posted by Masque

The is still only one manufacturer and that is Netgear.

no word about the removal of the 2nd vendor?

i understand what your sayin, but you go about it the wrong way a lot of the time

[Sephiroth]

Originally Posted by Masque

.......The is still only one manufacturer and that is Netgear.

So, exactly what happened to the Huawei version that you've written about in the past?

And Merry Christmas to you, of course.

[Peter_]

Originally Posted by Sephiroth

So, exactly what happened to the Huawei version that you've written about in the past?

And Merry Christmas to you, of course.

I have not mentioned it in a long time probably since around August as anything that could be said is obviously business sensitive information and therefore could not be posted on a public forum.

[Sephiroth]

Originally Posted by Masque

I have not mentioned it in a long time probably since around August as anything that could be said is obviously business sensitive information and therefore could not be posted on a public forum.

Fair enough. I can read between the lines. I wouldn't need to know more than that if the Huawei device has been canned.

[Superblade7]

Seph,

Placed my SH in modem mode yesterday evening and by the time I got up this morning it had rebooted to default settings. Put it back in modem mode this morning and just arrived home and it has rebooted again.

So 2 reboots in less than 24 hours both from modem mode, from the advice you've previously given, would you agree that it is actually my SH that has become faulty, nothing to do with the signal levels as you state that modem mode should be rock solid.

If that is the case, then I am hopeful that the new SH that should arrive sometime next week may be the solution to my rebooting problem!

Superblade7

[Sephiroth]

You did right to test in modem mode. It's the baseline for all of this.

Can we see your power levels again please and the event log. Tell us also at what time you think the reset occurred so that it can be correlated with the event log.

There would be only two reasons for a reset: 1) Commanded by the CMTS (the other end); 2) Faulty SH.

The first reason is usually becauese your SH hasn't responded properly to thr keep-alives; or the CMTS doesn't think it has (in which case the event log should provide clues).

[Superblade7]

Seph,

The reboots do usually coincide with the timings in the event log but as the reboots wipe the SH back to default settings, it only ever stores that last event. I generally have the same content on the event log following each reboot and today's reboots were sometime around 6:50am and presumably the next will have been about 15:43/15:44. This is the message that always seems to be on there following a reboot -

Time Priority Description
Sun Dec 25 15:44:05 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Sun Dec 25 15:43:58 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=XX:XX:XX:X:XX:XX;CMTS-MAC=XX:XX:XX:X:XX:XX;CM-QOS=1.0;CM-VER=3.0;


The downstream power levels also seem to have settled down a little -

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 80 55616000 Kbits/sec 299000000 Hz 6.4 dBmV 43.8 dB Hybrid
Locked QAM256 79 55616000 Kbits/sec 291000000 Hz 6.5 dBmV 43.3 dB Hybrid
Locked QAM256 81 55616000 Kbits/sec 307000000 Hz 6.5 dBmV 43.3 dB Hybrid
Locked QAM256 82 55616000 Kbits/sec 315000000 Hz 6.3 dBmV 43.3 dB Hybrid
Locked QAM256 83 55616000 Kbits/sec 323000000 Hz 6.9 dBmV 43.9 dB Hybrid

Hope that you can decipher the event log as it means nothing to me.

Cheers again for your help Seph.

Superblade7

[Sephiroth]

The event log does not contain a DOCSDEV RESET message. So the reset to default isn't coming from the CMTS. The circuit reset messages are normal; during initialisation, while it searches for channels it's not in state of grace and errors are reported. If you have lots of T3 timeouts during normal operation, you might have a busty upstream, but that's not the case.

So now we await the new SH and hope the problem is resolved. It was worth looking for other causes if only toprepare you for dealing with VM again.

I would add that on the VM forum, some people are reporting that the same thing happens with the replacement SH. In that case you'd need to get a Senior Engineer in to work with you to diagnose the situation. That can usually be arranged with UK Customer Services. But I'm surprised you don't have stability in modem mode.

[Superblade7]

Seph,

Thanks again for your response, much appreciated. I think we've narrowed it down to a faulty Superhub then which will hopefully be easily resolved following a swap out when I get the replacement Superhub.

I've just had another look on the VM forum and noticed this thread for someone who seems to be having a similar issue -

http://community.virginmedia.com/t5/...ng/td-p/925613

On that, Ray M of the Forum Team states they are aware of the rebooting issue and have escalated it to Netgear. So if the new Superhub doesn't work, it's possible that there is some sort of firmware bug causing this to happen as it's been reported by a number of people on the VM forum now.

Thanks again for you help and hopefully the new Superhub will bring an end to my issues.

Cheers

Superblade7