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DrNowt
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Connection Intermittently dropping

Hi, first post so i'll try include what i need to.

I have had the SuperHub 3.0 for a few months now, and receive good speeds of >200mb. However I recently had a number of cold calls which i eventually answered. I was told i would have a 'speed boost' (amongst being completely mis-sold a TV package), however since then I have started to get regular (usually two/three times daily) dropouts in connection to the internet. This affects all devices (mobile on android, windows 10 tablet & iPad, it also dropped on the ethernet connected iMac mini).

I have rebooted the router, tried disconnecting anything on wifi etc and it continues. Tonight was the worst for it dropping out so i thought id post after waiting 20min on the phone to VM only to be met with a disconnected tone.....

 

thank you in advance...

Below are some of the details from the HUB itself and network log. Any help would be appreciated. Point to note, it hasn't dropped for the last 40min or so now which is the longest its gone within the last 3-4 hours

 

Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz)
322750000
Locked
Ranged Upstream Channel(Hz)
32600000
Locked
Provisioning State
Online


Downstream bonded channels

Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 322750000 2 37.3 256 qam 108
2 314750000 2 37.3 256 qam 107
3 306750000 2 37.3 256 qam 106
4 282750000 2.4 37.6 256 qam 103
5 274750000 2.2 37.3 256 qam 102
6 266750000 2.2 37.6 256 qam 101
7 258750000 2 37.6 256 qam 100
8 250750000 2 37.6 256 qam 99
9 242750000 2.2 37.6 256 qam 98
10 234750000 2.2 38.6 256 qam 97
11 298750000 2.2 37.3 256 qam 105
12 290750000 2.2 37.6 256 qam 104

 

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
3 32600000 ATDMA 33.5 16 qam 6400000 5120
4 25800000 ATDMA 33.5 16 qam 6400000 5120
1 46200000 ATDMA 33.5 16 qam 6400000 5120

 

Operational Configuration
General Configuration Value
Network access Enabled
Maximum Number of CPEs 1
Baseline Privacy Enabled
Docsis Mode Docsis30
Config file cxv9873254k;fg87dsfd
Primary Downstream Service Flow
SFID 1122
Max Traffic Rate 230000000
Primary Upstream Service Flow
SFID 1121
Max Traffic Rate 12700000

 

Network Log
Date And Time Error Number Event Description
2017-01-04 17:02:22.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:02:59.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:03:12.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:03:12.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:03:22.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:03:59.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:04:12.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:05:19.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:20:09.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:20:09.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:20:09.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:20:09.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 17:20:48.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 05:57:23.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-07 21:14:37.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-07 21:14:37.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-07 21:14:38.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-07 21:14:38.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-07 21:14:39.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-07 21:14:39.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: Connection Intermittently dropping

Hi DrNowt

 

Welcome to the community. I'm really sorry to hear of the intermittent connection you have been experiencing recently. 

 

I've run a few checks on your connection and I can see quite a few timeouts occurring and issues with your power levels. I'd like to arrange for an engineer visit to look into this further  so I'll send you a PM to get this organised (purple envelope, top right corner).  I can also see that there is a fault ticket which may cause slow speeds around peak times  F004756144, we have a review date for this ticket scheduled for  01/03/2016

 

Speak soon 


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