Forum Discussion

nvr's avatar
nvr
Joining in
7 months ago

hub 3 timeouts and reboots

For the last month or so I've been getting random reboots of the hub 3 again. This only started happening AFTER I had received emails/texts saying a problem was found and fixed with my connection.

The website service status says there are intermittent issues with my connection, but the automated phone service says there are no issues.

I have been in touch with live chat last week who delivered a new hub 3, which did not fix anything.

I posted about this issue sometime last year here which did seem to get resolved. However I now have the exact same symptoms the connection drops, green light appears, alongside the green broadband and green wifi flashing lights. After 5-10 minutes it reconnects.

The hub is now in modem only mode but I have only made that change recently after this issue had started

Network Log

Time Priority Description

29/07/2024 10:17:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:54:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:53:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:47:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:14:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:13:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:10:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:10:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:10:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:09:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:09:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:04:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:04:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:03:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:14criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

132275000013.340256 qam24
219475000010.940256 qam8
32027500001140256 qam9
42267500001140256 qam12
523475000010.940256 qam13
625875000010.338256 qam16
726675000011.440256 qam17
827475000011.840256 qam18
928275000011.840256 qam19
102907500001240256 qam20
1129875000012.640256 qam21
1230675000012.940256 qam22
1331475000012.840256 qam23
1433075000013.540256 qam25
153547500001440256 qam28
163627500001440256 qam29
1738675000012.440256 qam32
1839475000011.540256 qam33
1941075000011.940256 qam35
2041875000012.140256 qam36
2152275000010.138256 qam37
2253075000010.440256 qam38
2353875000011.140256 qam39
245467500001138256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.950
2Locked40.350
3Locked40.950
4Locked40.950
5Locked40.350
6Locked38.9120
7Locked40.350
8Locked40.350
9Locked40.350
10Locked40.960
11Locked40.980
12Locked40.360
13Locked40.300
14Locked40.350
15Locked40.940
16Locked40.950
17Locked40.9110
18Locked40.900
19Locked40.350
20Locked40.3120
21Locked38.640
22Locked40.300
23Locked40.340
24Locked38.9100

 

  • legacy1's avatar
    legacy1
    Alessandro Volta

    Connect just a PC to the hub in modem mode and get that working then https://www.wireshark.org/ with filter

    port 67 or port 68 or arp or host 194.168.4.100

    and wait for a drop in connection as you ping -t 194.168.4.100

    Likely a faulty amp for your upstream so post that too

  • nvr's avatar
    nvr
    Joining in

    here is the upstreams, i havent used wireshark before so will take a look at that

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    13660004349512064 qam3
    22360000049512064 qam5
    33009998149512064 qam4
    44310002149512064 qam2
    54960001449512064 qam1



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000
  • legacy1's avatar
    legacy1
    Alessandro Volta

    When the next timeout happens check the T# counters without rebooting the hub

  • nvr's avatar
    nvr
    Joining in

    Unfortunately the reboots are the problem, happens at random - latest:

    Log

    Time Priority Description

    29/07/2024 16:03:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:03:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:03:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:03:31criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:03:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:03:11criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:02:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/07/2024 16:02:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    Down

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    133075000012.840256 qam25
    22027500001340256 qam9
    322675000012.440256 qam12
    423475000012.340256 qam13
    525875000011.840256 qam16
    62667500001240256 qam17
    729075000011.840256 qam20
    829875000012.340256 qam21
    932275000012.540256 qam24
    1033875000012.540256 qam26
    1134675000012.540256 qam27
    1235475000012.940256 qam28
    1336275000012.540256 qam29
    143707500001240256 qam30
    1537875000012.140256 qam31
    1638675000012.540256 qam32
    173947500001240256 qam33
    1840275000011.540256 qam34
    194107500001240256 qam35
    2041875000012.140256 qam36
    215227500009.938256 qam37
    225307500001038256 qam38
    2353875000010.940256 qam39
    2454675000010.938256 qam40

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

    1Locked40.3611144
    2Locked40.31367343
    3Locked40.31208288
    4Locked40.31102330
    5Locked40.9964255
    6Locked40.3936289
    7Locked40.3805242
    8Locked40.3760206
    9Locked40.9585359
    10Locked40.3533199
    11Locked40.3510183
    12Locked40.3450149
    13Locked40.3440141
    14Locked40.3371235
    15Locked40.3379123
    16Locked40.3320127
    17Locked40.3318152
    18Locked40.3267174
    19Locked40.325282
    20Locked40.3231129
    21Locked38.612772
    22Locked38.98384
    23Locked40.383192
    24Locked38.911638

    Up

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    13659999335.5512064 qam3
    22360000035.5512064 qam5
    33010000935.5512064 qam4
    44309998337512064 qam2
    54960000937512064 qam1

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000
  • nvr's avatar
    nvr
    Joining in

    created a BQM which shows the dropouts

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/14603889da9d87d9cb038787fc07db845a9c4669-30-07-2024
  • Client62's avatar
    Client62
    Alessandro Volta

    You need an engineer to sort out the signal levels, or perhaps need to restore a 10dB attenuator if that has been removed from the coax cable to the VM Hub 3.

    Downstream power level should be between -7 to +7 with +10 dBmV as the absolute max,
    every channel is too high.

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    132275000013.340256 qam24
    219475000010.940256 qam8
    32027500001140256 qam9
    42267500001140256 qam12
    523475000010.940256 qam13
    625875000010.338256 qam16
    726675000011.440256 qam17
    827475000011.840256 qam18
    928275000011.840256 qam19
    102907500001240256 qam20
    1129875000012.640256 qam21
    1230675000012.940256 qam22
    1331475000012.840256 qam23
    1433075000013.540256 qam25
    153547500001440256 qam28
    163627500001440256 qam29
    1738675000012.440256 qam32
    1839475000011.540256 qam33
    1941075000011.940256 qam35
    2041875000012.140256 qam36
    2152275000010.138256 qam37
    2253075000010.440256 qam38
    2353875000011.140256 qam39
    245467500001138256 qam40
    • nvr's avatar
      nvr
      Joining in

      thank you for providing some clarity on what the issue is, I have just been able to book a technician through the app after waiting the 24hrs so we shall see if they are able to resolve it

  • nvr's avatar
    nvr
    Joining in

    Update: technician arrived and replaced cabling, changed something in the cabinet outside, and even swapped the hub 3 for a hub 5. For the first day this worked great, but since then (the last three days) its now full of latency issues and some packet loss

    Before I go through the hassle of the app or god forbid calling, can i get some VM eyes on this please

    Swapping between router and modem modes makes no difference

    Network Log

    Spoiler

    Network Log

    Time Priority Description
    06-08-2024 13:47:51warningRNG-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;
    06-08-2024 13:47:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 13:46:51warningRNG-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;
    06-08-2024 13:44:33noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 13:44:07criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 13:42:32noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 13:41:11warningRNG-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;
    06-08-2024 13:40:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:37:24warningRNG-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;
    06-08-2024 11:33:10noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:33:10warningDBC-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;
    06-08-2024 11:23:29warningRNG-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;
    06-08-2024 11:23:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:23:25criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:23:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:23:11criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:10:11warningRNG-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;
    06-08-2024 11:10:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:10:06criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:09:20warningRNG-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;
    06-08-2024 11:09:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:09:10criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-08-2024 11:08:23warningRNG-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;

    Downstream

    Spoiler
    3.0
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13300000005.241QAM 25625
    21380000006.741QAM 2561
    31460000006.641QAM 2562
    41540000006.441QAM 2563
    51620000006.341QAM 2564
    61700000006.141QAM 2565
    71780000006.141QAM 2566
    81860000006.241QAM 2567
    91940000006.241QAM 2568
    102020000006.141QAM 2569
    112100000006.141QAM 25610
    12218000000641QAM 25611
    132260000005.741QAM 25612
    142340000005.241QAM 25613
    152420000004.140QAM 25614
    16250000000340QAM 25615
    172580000004.341QAM 25616
    182660000004.941QAM 25617
    192740000004.941QAM 25618
    202820000004.941QAM 25619
    21290000000541QAM 25620
    222980000005.141QAM 25621
    233060000005.241QAM 25622
    243140000005.341QAM 25623
    253220000005.341QAM 25624
    263380000005.541QAM 25626
    273460000005.741QAM 25627
    283540000005.841QAM 25628
    293620000005.941QAM 25629
    303700000005.841QAM 25630
    31378000000541QAM 25631
    323860000003.841QAM 25632

    3.0
    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4182451932
    2Locked41142636004
    3Locked41334669399
    4Locked412989510815
    5Locked413438310364
    6Locked41346859849
    7Locked41265656326
    8Locked41271475848
    9Locked41304297665
    10Locked41253766839
    11Locked41198994437
    12Locked41247854338
    13Locked41225525470
    14Locked41209234683
    15Locked40239654544
    16Locked40228943998
    17Locked41163182636
    18Locked41168073149
    19Locked41141062299
    20Locked41144352797
    21Locked41127891680
    22Locked41113221993
    23Locked413580867
    24Locked4185951262
    25Locked4173161339
    26Locked416072977
    27Locked4160381054
    28Locked4143611062
    29Locked411883643
    30Locked4143081042
    31Locked413632910
    32Locked413815826

    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)
    159Locked425.0620784380860

    Upstream

    Spoiler
    3.0
    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000465120QAM 641
    14310000045.55120QAM 642
    23660000046.55120QAM 643
    33010000044.55120QAM 644
    42360000044.35120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0600
    1ATDMA0600
    2ATDMA0600
    3ATDMA0600
    4ATDMA0613334

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61039.52KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2007400000000
  • nvr's avatar
    nvr
    Joining in

    bump, and also live graph link

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/447071323aceb6eeeb1685883fd8b7a096613b89