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scottswfc
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Internet cutting out daily!

Well first of this has been happening for quite some time but only around once per week which was manageable but recently in the last few weeks my internet has been cutting out around 10-20  times per day, the network logs say t3 timeout, usually it will come back on in around 5 minutes and go out again 10 minutes later, but sometimes it can take up to half an hour.

restarting the superhub does not work and the internet just seems to come back online at random times. 

 

here are my network logs.

09/12/2016 15:01:37 GMT 68000407 TOD established
09/12/2016 15:01:29 GMT 66050310 Auth Success - Web login successful.
09/12/2016 15:01:27 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:01:19 GMT 84000510 Downstream Locked Successfully
09/12/2016 15:01:06 GMT 82000600 Unicast Maintenance Ranging attempted - No response - Retries exhausted
09/12/2016 15:01:06 GMT 82000300 Ranging Request Retries exhausted
09/12/2016 15:01:05 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:01:04 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:01:03 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:01:02 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:01:01 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:00:59 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:00:58 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:00:57 GMT 82000200 No Ranging Response received - T3 time-out
09/12/2016 15:00:56 GMT 82000200 No Ranging Response received - T3 time-out

 

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 1 203000000 Hz 256 QAM -8.3 dBmV 36.6 dB 383 372
Locked 2 211000000 Hz 256 QAM -8.0 dBmV 36.8 dB 389 363
Locked 3 219000000 Hz 256 QAM -7.8 dBmV 36.8 dB 373 339
Locked 4 227000000 Hz 256 QAM -7.7 dBmV 37.1 dB 1056 1021
Locked 5 235000000 Hz 256 QAM -7.5 dBmV 37.9 dB 358 328
Locked 6 243000000 Hz 256 QAM -7.2 dBmV 37.9 dB 379 345
Locked 7 251000000 Hz 256 QAM -6.9 dBmV 37.9 dB 373 342
Locked 8 259000000 Hz 256 QAM -7.0 dBmV 37.9 dB 398 358

 

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 3 32600000 Hz ATDMA 51.8 dBmV 16QAM 6400000 Hz 5120 Ksym/sec
Locked 4 25800000 Hz ATDMA 55.0 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

i should also note the internet went out 2 times while trying to write this thread.

 

hoping someone can help. thanks

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Forum Team (Retired) Adam_L
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Re: Internet cutting out daily!

Hi scottswfc, 

Thanks for posting! I am sorry to hear about your time out issues, I apologise for any inconvenience caused.

I have tested things from here and I can see that all of your power levels are within the preferred ranges and there's no errors or time outs inside the Hubs logs.

Are you still having these issues? If so, please respond to me here with a recent copy of your Hubs logs for me to compare with the data we have here.

Also, When the connection drops, what does your Hubs light sequence indicate?

Take care,

Thanks,

Adam. 

 


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scottswfc
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Re: Internet cutting out daily!

yes it is still happening daily here are the logs i grabbed just now

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 13 299000000 Hz 256 QAM -12.3 dBmV 34.8 dB 6332 3133
Locked 9 267000000 Hz 256 QAM -11.9 dBmV 34.6 dB 6263 2884
Locked 10 275000000 Hz 256 QAM -14.6 dBmV 32.9 dB 9465 2665
Locked 11 283000000 Hz 256 QAM -14.0 dBmV 33.4 dB 8500 2895
Locked 12 291000000 Hz 256 QAM -13.0 dBmV 34.2 dB 7704 3154
Locked 14 307000000 Hz 256 QAM -11.9 dBmV 35.2 dB 5924 2885
Locked 15 315000000 Hz 256 QAM -11.7 dBmV 35.2 dB 6620 3594
Locked 16 323000000 Hz 256 QAM -11.6 dBmV 35.2 dB 5872 2942


Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 3 32600000 Hz ATDMA 52.3 dBmV 16QAM 6400000 Hz 5120 Ksym/sec
Locked 4 25800000 Hz ATDMA 55.0 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

 

17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out
17/12/2016 11:26:03 GMT 82000200 No Ranging Response received - T3 time-out

 and when it cuts out the internet light on the hub ( the double arrow <-->) turns from blue to green.

 

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Superuser
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Re: Internet cutting out daily!

Your downstream power levels were too low on your first post and are getting worse, they are way out now. Your downstream SNR is deteriorating to the point of becoming too low on some channels.

Your upstream power levels are too high, probably the cause  of the T3 errors.

It may be that your power levels are fluctuating widly and that was the reason it was not picked up.

It would be worth giving the coax from the hub to the cable entry point a quick once over for obvious signs of damage and that all connectors are hand tight.

Other than that I think @Adam_L should revisit the thread and check the power levels and SNR again

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Forum Team (Retired) Adam_L
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Re: Internet cutting out daily!

Hi scottswfc,

Thanks for responding and for your patience with this matter.

I have re-visited your connection and run some tests today, this time it shows that all of your downstream power levels are too low and both of your upstream power levels are too high. An engineer will be required to attend in order to resolve this for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll get this all sorted for you.

Take care, 

Thanks, 

Adam.


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