Forum Discussion

Toilet-Duck's avatar
Toilet-Duck
Tuning in
2 years ago

Cable modem randomly rebooting & poor connection

Over the past month or so I keep having connection issues, my Superhub was recently changed from a Superhub 2 (almost flawless) to a Superhub 5. Since this was changed my router also now reboots randomly which is annoying as it constantly keeps disconnecting me.

Could someone take a look at my levels / connection to see what the issue is being caused by, apparently there was an SNR fault which was resolved however I'm still having issues.

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000007.542QAM 25625
21780000008.443QAM 2566
31860000008.442QAM 2567
41940000008.542QAM 2568
52020000008.442QAM 2569
62100000008.742QAM 25610
72180000008.542QAM 25611
82260000008.442QAM 25612
92340000008.442QAM 25613
102420000008.242QAM 25614
11250000000842QAM 25615
122580000007.842QAM 25616
132660000007.842QAM 25617
142740000007.742QAM 25618
152820000007.542QAM 25619
162900000007.542QAM 25620
172980000007.642QAM 25621
183060000007.742QAM 25622
193140000007.642QAM 25623
203220000007.542QAM 25624
213380000007.641QAM 25626
223460000007.442QAM 25627
23354000000742QAM 25628
243620000007.142QAM 25629
253700000007.342QAM 25630
263780000007.242QAM 25631
273860000007.142QAM 25632
283940000007.142QAM 25633
294020000007.242QAM 25634
304100000006.842QAM 25635
314180000006.442QAM 25636

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4220
2Locked4300
3Locked4200
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4200
16Locked4210
17Locked4200
18Locked4200
19Locked4200
20Locked4200
21Locked4110
22Locked4210
23Locked4210
24Locked4210
25Locked4230
26Locked4230
27Locked4230
28Locked4240
29Locked4210
30Locked4260
31Locked4250

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked448.04530250

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000045.35120QAM 649
14310000044.85120QAM 6410
23660000044.35120QAM 6411
330100000445120QAM 6412
42360000043.85120QAM 6413

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0040
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
141039.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA2007400000000
 
 
 
16-11-2023 02:08:02warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:08:02noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:58noticeREGISTRATION COMPLETE - Waiting for Operational status
16-11-2023 02:07:52warningDynamic Range Window violation
16-11-2023 02:07:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:52warningDynamic Range Window violation
16-11-2023 02:07:52warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:52warningDynamic Range Window violation
16-11-2023 02:07:52warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:52warningDynamic Range Window violation
16-11-2023 02:07:47noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:44noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:41warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:39noticeHonoring MDD; IP provisioning mode = IPv4
16-11-2023 02:07:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:11criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-11-2023 02:07:10criticalCable Modem Reboot because of - unknown
15-11-2023 03:15:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-11-2023 03:15:07criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-11-2023 03:15:06criticalCable Modem Reboot because of - unknown
14-11-2023 02:36:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-11-2023 02:36:25criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-11-2023 02:36:24criticalCable Modem Reboot because of - unknown
10-11-2023 14:12:45criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 14:12:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 14:12:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 14:12:45critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 14:12:25criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 14:12:25criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 14:12:25critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    That's a poor log and BQM.  Are you sure the SNR has been fixed? The interesting thing is I'm also getting those 

    Cable Modem Reboot because of - unknown

     on my Hub 5.  

    • Toilet-Duck's avatar
      Toilet-Duck
      Tuning in

      Apparently the ticket was closed and issue was resolved but I've been having more issues along with my SH5 now rebooting itself randomly since it was replaced.

      • Megan_L's avatar
        Megan_L
        Forum Team

        Hi Toilet-Duck,

        Thanks for using the Community Forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

        Thank you for posting your Hub stats and a dreadfully colourful BQM 😰 That does not look good! 
        Another thing to check is the Service Status Page to see if there are any outages that could be causing issues at your address.

        You can also use our Faults Diagnostics Tool on your MyVM Account to find out why your service is rocky at the moment.

        For now though, I'd really like to take a closer look into your services to check everything over, so I'll send over a PM now 🙂

        Speak soon!

        Thanks,

        Megan_L

         

    • janet2009's avatar
      janet2009
      Joining in

      I'm also getting random disconnects with hub 5 it says Cable Modem Reboot because of - unknown

  • Hello

    I'm still having issues with my connection, whilst it has improved my hub still keeps disconnecting / reconnecting at random times causing me to be booted from various applications (also using my connection for work).

    This happens both in modem and router mode so it isnt related to my equipment.

    Whenever the hub loses connection it shows: SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing (hub then flashes white LED

    Heres my reent logs:

     

    Time Priority Description

    05-12-2023 02:40:12warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:12noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:09noticeREGISTRATION COMPLETE - Waiting for Operational status
    05-12-2023 02:40:03warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:03warningDynamic Range Window violation
    05-12-2023 02:40:03warningDynamic Range Window violation
    05-12-2023 02:40:03warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:03warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:03warningDynamic Range Window violation
    05-12-2023 02:40:03warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:03warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:40:03warningDynamic Range Window violation
    05-12-2023 02:39:58noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:39:54noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:39:52warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:39:50noticeHonoring MDD; IP provisioning mode = IPv4
    05-12-2023 02:39:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-12-2023 02:39:25criticalCable Modem Reboot because of - unknown
    05-12-2023 02:39:25criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

     

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1330000000842QAM 25625
    21780000008.942QAM 2566
    31860000008.942QAM 2567
    41940000008.942QAM 2568
    5202000000942QAM 2569
    62100000009.242QAM 25610
    72180000009.142QAM 25611
    82260000008.942QAM 25612
    92340000008.842QAM 25613
    102420000008.742QAM 25614
    112500000008.442QAM 25615
    122580000008.342QAM 25616
    132660000008.142QAM 25617
    142740000008.142QAM 25618
    15282000000842QAM 25619
    162900000007.942QAM 25620
    172980000007.942QAM 25621
    183060000008.142QAM 25622
    193140000008.142QAM 25623
    203220000008.142QAM 25624
    213380000007.942QAM 25626
    223460000007.842QAM 25627
    233540000007.542QAM 25628
    243620000007.442QAM 25629
    253700000007.642QAM 25630
    263780000007.642QAM 25631
    273860000007.542QAM 25632
    283940000007.442QAM 25633
    294020000007.442QAM 25634
    304100000007.242QAM 25635
    314180000006.842QAM 25636

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4200
    2Locked4200
    3Locked4200
    4Locked4200
    5Locked4200
    6Locked4200
    7Locked4200
    8Locked4200
    9Locked4200
    10Locked4200
    11Locked4200
    12Locked4210
    13Locked4200
    14Locked4200
    15Locked4200
    16Locked4210
    17Locked4210
    18Locked4210
    19Locked4210
    20Locked4200
    21Locked4210
    22Locked4220
    23Locked4210
    24Locked4230
    25Locked4200
    26Locked4230
    27Locked4200
    28Locked4200
    29Locked4220
    30Locked4240
    31Locked4260

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159924K1800QAM 40961128

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked448.4199482

    0

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000455120QAM 649
    14310000044.35120QAM 6410
    236600000445120QAM 6411
    33010000043.35120QAM 6412
    42360000043.35120QAM 6413

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0040
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    141039.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    14OFDMA2007400000000
    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Toliet-Duck, thank you for reaching out and I am so sorry to hear about this.

      I can see you have been in PM with about this with my colleague please do feel free to send her another message and will she look into this for you 🙂