on 13-05-2023 08:46
Good Morning,
We recently (Feb/March) upgraded at end of contract and upgraded to the 500Mb Package. We have retained our Hub3 router which has been in Modem mode connected to a Deco M5 TpLink Mesh for the past 12 months with no issues.
Since upgrading we are encountering frequent disconnects. I have checked all connections into the router & the wall and they appear secure.
Looking at our Router logs there appears to be an increasing amount of Post RS errors.
Our router was restarted last night about 10pm to reset the counters so currently has around 11 hours uptime.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 7 | 38 | 256 qam | 1 |
2 | 147000000 | 6.8 | 38 | 256 qam | 2 |
3 | 155000000 | 6.6 | 38 | 256 qam | 3 |
4 | 163000000 | 7 | 38 | 256 qam | 4 |
5 | 171000000 | 7 | 38 | 256 qam | 5 |
6 | 179000000 | 7 | 38 | 256 qam | 6 |
7 | 187000000 | 7 | 38 | 256 qam | 7 |
8 | 195000000 | 7 | 38 | 256 qam | 8 |
9 | 203000000 | 7.4 | 38 | 256 qam | 9 |
10 | 211000000 | 7.5 | 38 | 256 qam | 10 |
11 | 219000000 | 7.3 | 38 | 256 qam | 11 |
12 | 227000000 | 7 | 38 | 256 qam | 12 |
13 | 235000000 | 7 | 38 | 256 qam | 13 |
14 | 243000000 | 7 | 38 | 256 qam | 14 |
15 | 251000000 | 6.8 | 38 | 256 qam | 15 |
16 | 259000000 | 7 | 38 | 256 qam | 16 |
17 | 267000000 | 7.3 | 38 | 256 qam | 17 |
18 | 275000000 | 7.4 | 38 | 256 qam | 18 |
19 | 283000000 | 7.3 | 38 | 256 qam | 19 |
20 | 291000000 | 6.8 | 38 | 256 qam | 20 |
21 | 299000000 | 6.6 | 38 | 256 qam | 21 |
22 | 307000000 | 7 | 38 | 256 qam | 22 |
23 | 315000000 | 7.3 | 38 | 256 qam | 23 |
24 | 323000000 | 7.4 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 456 | 2274 |
2 | Locked | 38.6 | 493 | 2417 |
3 | Locked | 38.9 | 423 | 2521 |
4 | Locked | 38.6 | 441 | 2525 |
5 | Locked | 38.9 | 425 | 2120 |
6 | Locked | 38.9 | 440 | 2288 |
7 | Locked | 38.6 | 484 | 2381 |
8 | Locked | 38.6 | 461 | 2437 |
9 | Locked | 38.9 | 458 | 2412 |
10 | Locked | 38.9 | 414 | 2662 |
11 | Locked | 38.9 | 423 | 2282 |
12 | Locked | 38.9 | 436 | 2137 |
13 | Locked | 38.6 | 401 | 2127 |
14 | Locked | 38.9 | 383 | 2089 |
15 | Locked | 38.9 | 430 | 2386 |
16 | Locked | 38.6 | 383 | 2130 |
17 | Locked | 38.9 | 380 | 2235 |
18 | Locked | 38.6 | 342 | 2512 |
19 | Locked | 38.9 | 349 | 2321 |
20 | Locked | 38.9 | 414 | 2404 |
21 | Locked | 38.6 | 345 | 2483 |
22 | Locked | 38.6 | 392 | 2458 |
23 | Locked | 38.6 | 360 | 2346 |
24 | Locked | 38.9 | 380 | 2165 |
Time Priority Description
13/05/2023 07:42:51 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2023 07:22:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2023 06:49:12 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2023 04:46:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2023 03:55:10 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2023 01:50:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2023 01:50:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 15-05-2023 10:26
Hi @hoppalong,
Thank you for your post and welcome back to our community forums. We're here to help.
I'm so sorry to hear that you've been having some issues with your broadband connection recently. I've checked over things on our systems and I'm unable to detect any faults currently that would explain this. Are these problems ongoing for you today?
Thanks,
on 15-05-2023 10:28
Hi Zach,
Thanks for the response. The most recent disconnect was at 10:15. Hub3 time appears to be an hour out however this is the corresponding log entry.
15/05/2023 09:15:51 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0; |
on 17-05-2023 10:41
Hi Hoppalong, 👋 thank you for getting back to us! Sorry to hear about the disconnection!
It looks like you have also been in touch by phone regarding your issues, and that an engineers appointment was arranged to investigate further and offer support.
Please let us know if you are still having issues following this so we can offer more help if needed! 🤞 Hopefully this resolves the issues you have been experiencing.
Wishing you all the best! 🌞