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subwayboy
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SuperHub 3 - unable to connect to the network

After countless disconnection issues an engineer came out, and provided a new Super Hub 3 router. (he checked the line, and the connection was strong). He had to leave before the router registered onto the network , promised it would be online within 24 hours. 

7 days and 11 phone calls later, and 4 separate "working in 24 hrs " promises  we are still no further forward.

The line is working and the router is communicating with the "Servers". 

Local resets, remote resets etc are not working, we are still stuck in a "Walled Garden"

Escalated to IT department, but nobody is giving me any indication of when it will be resolved. 

3 promised callbacks have not happened.

5 of us at this address, 3 kids in full time education, a few months from Exams.

Anybody had any experience with this issue, and how long it might be before we can expect a resolution. 

 

 

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Superuser
Superuser
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Message 2 of 6
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Re: SuperHub 3 - unable to connect to the network

Post the upstream, downstream and network logs from the HUB3 interface

 


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stevedh2
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Message 3 of 6
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Re: SuperHub 3 - unable to connect to the network

and the usual question, do you have the same problems with both wired and wireless connections ?

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subwayboy
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Re: SuperHub 3 - unable to connect to the network

Network Log

Date And Time

Error Number

Event Description

1970-01-01 00:01:28.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:28.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:25.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:25.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:27.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:27.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:27.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:27.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-10 13:45:51.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

2017-02-10 13:46:14.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-10 13:46:14.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:31.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:31.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:45.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:52.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:02:13.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:02:13.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:02:27.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:27.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:27.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

Channel ID

Frequency(Hz)

Modulation

Power 
(dBmV)

Mode

Channel Bandwidth(Hz)

Symbol Rate (ksps)

1

19800000

TDMA

50

16 qam

1600000

1280

Downstream bonded channels

Channel

Frequency(Hz)

Power 
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

402750000

1.4

40.3

256 qam

4

            

Refresh data

Operational Configuration

General Configuration

Value

Network Access

Disabled

Max number of CPEs

1

Baseline Privacy

Enabled

Docsis mode

Docsis30

Configuration file

69834ncxv9873254k;fg

Primary Downstream Service Flow

SFID

 

Max Traffic Rate

 

Primary Upstream Service Flow

SFID

 

Max Traffic Rate

 

 

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Alanr36
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Message 5 of 6
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Re: SuperHub 3 - unable to connect to the network

Going through the same right at this moment. If it doesn't result in a working connection after this 7th call back the kit is outside on the step clever it whenever. I'm so exhasperated at the moment !!!!

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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Message 6 of 6
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Re: SuperHub 3 - unable to connect to the network

Hi subwayboy, 

Thanks for the post! I am sorry to hear about your issues with your Hub 3.0 not being able to connect to the network, I apologise for any inconvenience caused.

I have tested the connection from here and I can't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of your power levels are within the preferred ranges.

Are you still having these issues? If so, how are you connected wired or wireless?

Would you please include a recent copy of your Hubs logs in your response for me us to compare with the data we have here.

Have you tried connecting with the Hub running in modem mode, connected directly via ethernet cable to the computer to see if these issues still occur?

I look forward to your response, 

Thanks, 

Adam.


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