on 02-02-2022 07:51
Hi. I'm looking for help with frequent drop-outs on Teams calls and using other connections to server-side apps. Our connection is 1GB through Superhub 4, recently installed and fine until about a month ago. Speed is fine, and connections are through ethernet cables. We get dropouts several times an hour, sometimes only a few minutes apart.
I've tried monitoring broadband quality and using ping to check latency, and haven't found anything I can correlate with the problems occurring.
I'll post information from the Hub admin pages below this. Very grateful for any help: it's getting really frustrating!
Answered! Go to Answer
on 02-02-2022 16:11
Stats look OK, except for the number of uncorrectable errors on the downstream 3.1 channel. There may be more (in the post-RS column) on the other downstream channels, but due to a firmware bug they don't show up for users. I'm not sure, but think the staff can interrogate the hub remotely and see the correct error counts. If this is a continuing problem, then it's either radio noise ingress through a faulty connection or faulty/poor quality cable, or radio noise from a network equipment fault. Sometimes this is an area fault affecting multiple customers, and will be fixed without you needing a technician, if it's just you then there's a few steps you can take, if they don't work you'll need a technician.
What you can do: Unplug and carefully remake all coax connections. If there's securing nuts they need to be firmly finger tight, it they are push on connectors, push home firmly with a gentle twist. Next, reboot the hub - that should zero the error counters, so if the 3.1 channel shows a rising uncorrectable error count after that then there's still a problem. Staff will take a look and advise in due course.
on 02-02-2022 07:56
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
1 | 139000000 | -1.1 | 40.9 | QAM256 | 1 |
2 | 147000000 | -0.5 | 40.4 | QAM256 | 2 |
3 | 155000000 | -0.2 | 40.4 | QAM256 | 3 |
4 | 163000000 | -0.1 | 40.9 | QAM256 | 4 |
5 | 171000000 | -0.4 | 40.4 | QAM256 | 5 |
6 | 179000000 | -0.1 | 40.4 | QAM256 | 6 |
7 | 187000000 | -0.2 | 39 | QAM256 | 7 |
8 | 195000000 | 0.2 | 40.4 | QAM256 | 8 |
9 | 203000000 | 0.5 | 40.4 | QAM256 | 9 |
10 | 211000000 | 0.7 | 40.9 | QAM256 | 10 |
11 | 219000000 | 0.7 | 40.9 | QAM256 | 11 |
12 | 227000000 | 1 | 38.6 | QAM256 | 12 |
13 | 235000000 | 0.8 | 40.4 | QAM256 | 13 |
14 | 243000000 | 1.1 | 40.9 | QAM256 | 14 |
15 | 251000000 | 1.1 | 40.4 | QAM256 | 15 |
16 | 259000000 | 1.2 | 40.9 | QAM256 | 16 |
17 | 267000000 | 1.6 | 40.4 | QAM256 | 17 |
18 | 275000000 | 1.7 | 40.9 | QAM256 | 18 |
19 | 283000000 | 2 | 40.9 | QAM256 | 19 |
20 | 291000000 | 2.1 | 40.9 | QAM256 | 20 |
21 | 299000000 | 2.4 | 40.9 | QAM256 | 21 |
22 | 307000000 | 2 | 40.9 | QAM256 | 22 |
23 | 315000000 | 1.6 | 40.4 | QAM256 | 23 |
24 | 323000000 | 1.4 | 40.9 | QAM256 | 24 |
25 | 331000000 | 1 | 40.4 | QAM256 | 25 |
26 | 339000000 | 1.6 | 40.4 | QAM256 | 26 |
27 | 347000000 | 1.4 | 40.9 | QAM256 | 27 |
28 | 355000000 | 1.6 | 40.9 | QAM256 | 28 |
29 | 363000000 | 1.5 | 40.9 | QAM256 | 29 |
30 | 371000000 | 1.5 | 40.9 | QAM256 | 30 |
31 | 379000000 | 1.5 | 40.4 | QAM256 | 31 |
1 | Locked | 40.946209 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.366287 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 40.946209 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.946209 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.946209 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.946209 | 0 | 0 |
21 | Locked | 40.946209 | 0 | 0 |
22 | Locked | 40.946209 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
25 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.946209 | 0 | 0 |
29 | Locked | 40.946209 | 0 | 0 |
30 | Locked | 40.946209 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 44 | 2.2 | 488221130 | 2313 |
on 02-02-2022 07:57
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 45.5 | 5120 KSym/sec | 64QAM | 11 |
2 | 25800000 | 42.3 | 5120 KSym/sec | 64QAM | 14 |
3 | 32600000 | 43.3 | 5120 KSym/sec | 64QAM | 13 |
4 | 39400000 | 44.3 | 5120 KSym/sec | 64QAM | 12 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 02-02-2022 07:58
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | 69834ncxv9873254k;fg87dsf |
SFID | 17590 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 19870 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
on 02-02-2022 07:58
Time Priority Description
Wed 29/12/2021 15:12:33 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 31/12/2021 07:29:11 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 01/01/2022 02:16:13 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 01/01/2022 02:16:13 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 02/01/2022 03:06:59 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 02/01/2022 10:26:59 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 03/01/2022 10:08:29 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 04/01/2022 14:16:13 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 04/01/2022 14:16:13 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 05/01/2022 07:08:17 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 08/01/2022 02:16:13 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 08/01/2022 02:16:13 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 08/01/2022 03:41:08 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 08/01/2022 17:14:13 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 09/01/2022 19:58:38 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 11/01/2022 14:16:13 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 11/01/2022 14:16:13 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 11/01/2022 16:19:58 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 11/01/2022 21:54:54 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 11/01/2022 23:26:19 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 15/01/2022 02:05:16 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 15/01/2022 06:05:31 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 15/01/2022 06:05:32 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 15/01/2022 21:24:54 | 6 | CM-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; |
Sun 16/01/2022 18:38:43 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 16/01/2022 18:42:22 | 6 | CM-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; |
Tue 18/01/2022 16:40:56 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/01/2022 16:40:56 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/01/2022 20:06:19 | 6 | CM-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; |
Fri 21/01/2022 08:53:31 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 21/01/2022 13:00:01 | 6 | CM-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; |
Sat 22/01/2022 04:40:56 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 22/01/2022 04:40:56 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 22/01/2022 15:44:30 | 6 | CM-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; |
Mon 24/01/2022 04:29:43 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 24/01/2022 08:10:40 | 6 | CM-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; |
Mon 24/01/2022 15:55:57 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 24/01/2022 20:49:04 | 6 | CM-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; |
on 02-02-2022 16:11
Stats look OK, except for the number of uncorrectable errors on the downstream 3.1 channel. There may be more (in the post-RS column) on the other downstream channels, but due to a firmware bug they don't show up for users. I'm not sure, but think the staff can interrogate the hub remotely and see the correct error counts. If this is a continuing problem, then it's either radio noise ingress through a faulty connection or faulty/poor quality cable, or radio noise from a network equipment fault. Sometimes this is an area fault affecting multiple customers, and will be fixed without you needing a technician, if it's just you then there's a few steps you can take, if they don't work you'll need a technician.
What you can do: Unplug and carefully remake all coax connections. If there's securing nuts they need to be firmly finger tight, it they are push on connectors, push home firmly with a gentle twist. Next, reboot the hub - that should zero the error counters, so if the 3.1 channel shows a rising uncorrectable error count after that then there's still a problem. Staff will take a look and advise in due course.
on 03-02-2022 21:28
Thanks, Andrew. I'm following up these suggestions, and monitoring the connection quality. It's been a bit better today - here's hoping.
Ken
on 28-11-2022 15:54
same problem here, hub 3.0