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MacmillaN
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Message 1 of 9
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Lost Internet Connection.

Hello, It seems i randomly lost my internet connection at around 8am this morning for around 30mins. I also could not access any tv channels at this time.

The Blue traffic icon on my Superhub 2ac modem was flashing green and the tick icon was not displayed.

Here are the current status of the modem logs.

Downstream DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8Frequency (Hz)323000000267000000275000000283000000291000000299000000307000000315000000Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLockedChannel ID12567891011Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAMSymbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000Interleave DepthI=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17Power Level (dBmV)10.7610.1910.4510.6310.7210.8110.7010.82RxMER (dB)36.6136.8436.8436.8437.0937.0937.0936.84Pre RS Errors348552951935306303291962Post RS Errors293355908924306303290962

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 2 N/A N/A 3
Frequency (Hz) 30200000 N/A N/A 36800000
Ranging Status Success N/A N/A Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 40.71 N/A N/A 41.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0

0

 

Network Log

First Time Last Time Priority Error Number Description
07/12/2016 08:44:04 GMT 07/12/2016 08:44:04 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/12/2016 08:43:58 GMT 07/12/2016 08:43:58 GMT Error (4) 68010302 DHCP WAN IP - **********
07/12/2016 08:43:29 GMT 07/12/2016 08:43:29 GMT Error (4) 68000407 TOD established
07/12/2016 08:43:16 GMT 07/12/2016 08:43:16 GMT Notice (6) 84000510 Downstream Locked Successfully
07/12/2016 08:03:29 GMT 07/12/2016 08:03:29 GMT Error (4) 68000409 TOD not Established
07/12/2016 08:03:07 GMT 07/12/2016 08:03:07 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/12/2016 08:03:03 GMT 07/12/2016 08:03:03 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/12/2016 08:02:17 GMT 07/12/2016 08:02:17 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:17 GMT 07/12/2016 08:02:17 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:17 GMT 07/12/2016 08:02:17 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:17 GMT 07/12/2016 08:02:17 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:17 GMT 07/12/2016 08:02:17 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:14 GMT 07/12/2016 08:02:14 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:14 GMT 07/12/2016 08:02:14 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:14 GMT 07/12/2016 08:02:14 GMT Warning (5) 84020200 Lost MDD Timeout
07/12/2016 08:02:10 GMT 07/12/2016 08:02:10 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
07/12/2016 08:02:10 GMT 07/12/2016 08:02:10 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
04/12/2016 22:45:06 GMT 04/12/2016 22:45:06 GMT Error (4) 68000407 TOD established
04/12/2016 22:21:16 GMT 04/12/2016 22:21:16 GMT Error (4) 68000410 TOD resynchronisation failure
04/12/2016 13:45:45 GMT 04/12/2016 13:45:45 GMT Error (4) 68010302 DHCP WAN IP - **********

 

 

 

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Dave_cq
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Message 2 of 9
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Re: Lost Internet Connection.

You shouldn't disclose your WAN IP ... I've flagged it for a Moderator.

 

Have you had disconnections like this before or is this a one-off in which case it may just have been a temporary fault affecting a wider area.

Looking at your stats, the downstream power levels look a tad high. 10dBmV is generally regarded as the upper limit and all your channels exceed that.  Might need an engineers visit, particularly if you lose connection on a more regular basis.

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
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MacmillaN
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Message 3 of 9
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Re: Lost Internet Connection.

Thanks for the reply Dave_cq

Thanks for flagging my post for edit.
I have had some issues in the past with my internet connection, Recently UPSTREAM being too high. Modems being swapped and both splitters within the property being swapped for powered HDU's - a second HDU was fitted where the cable splits in another room to the second box and the modem, this was to try and lower the UPSTREAM Levels along with a modem swap at the sametime.

TV attenuators although i only have one installed on the back of the connection into the TIVO Box on my second V+ box the old connector was placed within a white box with a new end attached. This was done when my boxes was showing signs of pixelation - First HDU was fitted where the cable comes into the property.

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Message 4 of 9
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Re: Lost Internet Connection.

Hi MacmillaN,

Sorry that we've not reached your post before now. The risk being that the issue will have gone away by the time we take a look. 

I have thoroughly tested your connection and find no errors on the network and nothing amiss with the Hub itself. There are no historical faults recorded either for the day you reported this.

If you are still encountering problems with connectivity please power your Hub off and back on and post an update on here. I'll then take another look to see what I can find. 

Thanks Smiley Happy


Jen
Forum Team



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MacmillaN
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Message 5 of 9
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Re: Lost Internet Connection.

Hello Jen_A
I had issues this morning with the hub/channels.
Here is the network log of it - around the same-time i also had both set-top boxes within the property freeze for the duration of the time, although it did eventually comeback as normal.

First Time Last Time Priority Error Number Description
19/12/2016 11:14:22 GMT 19/12/2016 11:14:22 GMT Error (4) 68010302 DHCP WAN IP - *********
19/12/2016 11:13:52 GMT 19/12/2016 11:13:52 GMT Error (4) 68000407 TOD established
19/12/2016 11:13:39 GMT 19/12/2016 11:13:39 GMT Notice (6) 84000510 Downstream Locked Successfully
19/12/2016 11:00:34 GMT 19/12/2016 11:00:34 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
19/12/2016 11:00:27 GMT 19/12/2016 11:00:27 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
19/12/2016 10:59:48 GMT 19/12/2016 10:59:48 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:48 GMT 19/12/2016 10:59:48 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:48 GMT 19/12/2016 10:59:48 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:48 GMT 19/12/2016 10:59:48 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:48 GMT 19/12/2016 10:59:48 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:45 GMT 19/12/2016 10:59:45 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:45 GMT 19/12/2016 10:59:45 GMT Warning (5) 84020200 Lost MDD Timeout
19/12/2016 10:59:45 GMT 19/12/2016 10:59:45 GMT Warning (5) 84020200 Lost MDD Timeout

 

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Message 6 of 9
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Re: Lost Internet Connection.

Hi MacmillaN,

I'll do my best to find out what's happening, however your Hub is still reporting having not been rebooted for a very long time. Would you please power it off and back on so I can inspect the refreshed data?

Many thanks,


Jen
Forum Team



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MacmillaN
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Message 7 of 9
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Re: Lost Internet Connection.

Hello Jen_A - I have just powered down the hub and back on upon your request.

Thanks for taking the time to look into this issue.

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MacmillaN
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Message 8 of 9
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Re: Lost Internet Connection.

Just lost internet connection again, the blue arrow on the hub started flashing green.

Here are the stats, pretty much as soon as the connection was re-established.

Thanks for your time again,

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)307000000267000000275000000283000000291000000299000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID10567891112
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)9.1210.0410.0610.059.979.867.968.96
RxMER (dB)36.3937.3637.0937.0937.6437.3636.1736.61
Pre RS Errors314312321885312305321967
Post RS Errors310291319885312305321967

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID2N/AN/A1
Frequency (Hz)30200000N/AN/A23600000
Ranging StatusSuccessN/AN/ASuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)41.25N/AN/A41.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

27/12/2016 20:08:47 GMT27/12/2016 20:08:47 GMTError (4)68010302DHCP WAN IP - 
27/12/2016 20:08:15 GMT27/12/2016 20:08:15 GMTError (4)68000407TOD established
27/12/2016 20:08:05 GMT27/12/2016 20:08:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/12/2016 20:07:58 GMT27/12/2016 20:07:58 GMTNotice (6)84000510Downstream Locked Successfully
27/12/2016 20:07:21 GMT27/12/2016 20:07:21 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
27/12/2016 18:09:14 GMT27/12/2016 18:09:14 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
27/12/2016 14:12:58 GMT27/12/2016 14:12:58 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
27/12/2016 06:20:28 GMT27/12/2016 06:20:28 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
26/12/2016 14:35:25 GMT26/12/2016 14:35:25 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
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Message 9 of 9
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Re: Lost Internet Connection.

Thanks for this information MacmillaN and apologies for the fault experienced.

 

I've had a look into this and there does appear to be an issue with the equipment downstream power level.

 

I'd like to arrange for an engineer to visit and investigate this for you further.

 

Hope to hear back from you soon,

 

Nat_J


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