Menu
Reply
Highlighted
  • 20
  • 0
  • 0
On our wavelength
275 Views
Message 1 of 15
Flag for a moderator

Broadband Drop-Out. Why? Logs attached

Hi,
 
My broadband drops out on warm afternoons for a few minutes at a time - fine otherwise.
I've posted about this before and the suggestion was to check the router logs.
Connected directly via LAN but when it happens, the router is not accessible and a ping to 192.168.0.1 fails.
The router is a new SuperHub 3 but the old SuperHub 2 did it as well.
Router Power LED is solid green both when working and not. WiFi is disabled.
 
Any help appreciated!
David
 
Network Log:-
02/07/2020 11:47:6
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:46:4
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:49:39
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:48:44
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
Upstream Status - taken just after it had come back:-
Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
53700000
4.725
5120
64 qam
6
2
39400000
4.675
5120
64 qam
8
3
46200000
4.65
5120
64 qam
7
4
60300000
4.825
5120
64 qam
5

Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
0
0
2
ATDMA
0
0
0
0
3
ATDMA
0
0
0
0
4
ATDMA
0
0
0
0
0 Kudos
Reply
Highlighted
  • 20.96K
  • 1.14K
  • 2.7K
Alessandro Volta
258 Views
Message 2 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Post the downstream logs too

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
Highlighted
  • 20
  • 0
  • 0
On our wavelength
246 Views
Message 3 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

  
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-7.736256 qam1
2147000000-7.536256 qam2
3155000000-7.936256 qam3
4163000000-8.236256 qam4
5171000000-8.536256 qam5
6179000000-836256 qam6
7187000000-7.537256 qam7
8195000000-7.737256 qam8
9203000000-8.436256 qam9
10211000000-936256 qam10
11219000000-9.235256 qam11
12227000000-8.535256 qam12
13235000000-8.237256 qam13
14243000000-8.737256 qam14
15251000000-9.236256 qam15
16259000000-9.736256 qam16
17267000000-9.736256 qam17
18275000000-8.736256 qam18
19283000000-837256 qam19
20291000000-8.536256 qam20
21299000000-8.936256 qam21
22307000000-937256 qam22
23315000000-936256 qam23
24323000000-8.237256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.31698108
2Locked36.671521
3Locked36.36427
4Locked36.614209
5Locked36.649212
6Locked36.66900
7Locked37.6370
8Locked37.3290
9Locked36.6250
10Locked36.6160
11Locked35.5400
12Locked35.7370
13Locked37.3230
14Locked37.3160
15Locked36.6220
16Locked36.6330
17Locked36.6360
18Locked36.3570
19Locked37.6390
20Locked36.6360
21Locked36.6230
22Locked37.3270
23Locked36.6120
24Locked37.340
0 Kudos
Reply
Highlighted
  • 20
  • 0
  • 0
On our wavelength
243 Views
Message 4 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Network Log 
Time Priority Description
02/07/2020 12:00:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:59:48criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:52:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:47:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:46:4criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:49:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:48:44criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 02:00:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:57:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:57:37criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 7.54K
  • 593
  • 1.28K
Legend
237 Views
Message 5 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

All of you downstream channels are too low, you need a technician to rectify. Call customer services and report the problem. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
Highlighted
  • 20
  • 0
  • 0
On our wavelength
228 Views
Message 6 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Interesting, there's a 6dB screw on attenuator on the co-ax cable that's always been there. 

Should I try taking it off? 

0 Kudos
Reply
Highlighted
  • 20.96K
  • 1.14K
  • 2.7K
Alessandro Volta
216 Views
Message 7 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Yes - then reboot the hub, wait 30-60 mins then post the stats again

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
Highlighted
  • 20
  • 0
  • 0
On our wavelength
205 Views
Message 8 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Right, attenuator has been out for about 45 mins and I've had another drop-out. 

Revised logs are below:-

Downstream bonded channels 
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-0.537256 qam1
2147000000-0.737256 qam2
3155000000-137256 qam3
4163000000-1.437256 qam4
5171000000-1.537256 qam5
6179000000-137256 qam6
7187000000-0.737256 qam7
8195000000-137256 qam8
9203000000-1.537256 qam9
10211000000-2.238256 qam10
11219000000-2.536256 qam11
12227000000-1.936256 qam12
13235000000-1.537256 qam13
14243000000-237256 qam14
15251000000-2.537256 qam15
16259000000-337256 qam16
17267000000-337256 qam17
18275000000-237256 qam18
19283000000-1.238256 qam19
20291000000-1.537256 qam20
21299000000-237256 qam21
22307000000-2.238256 qam22
23315000000-2.537256 qam23
24323000000-1.437256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.62028
2Locked37.6180
3Locked37.600
4Locked37.360
5Locked37.300
6Locked37.350
7Locked37.650
8Locked37.640
9Locked37.350
10Locked38.650
11Locked36.600
12Locked36.650
13Locked37.650
14Locked37.660
15Locked37.600
16Locked37.610
17Locked37.310
18Locked37.660
19Locked38.630
20Locked37.650
21Locked37.600
22Locked38.6190
23Locked37.300
24Locked37.600

 

Upstream bonded channels 
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000004.675512064 qam6
2394000004.625512064 qam8
3462000004.65512064 qam7
4603000004.825512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Highlighted
  • 20
  • 0
  • 0
On our wavelength
204 Views
Message 9 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Network Log 
Time Priority Description
02/07/2020 15:16:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 15:15:56criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 12:00:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:59:48criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:52:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:47:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 11:46:4criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:49:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:48:44criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 02:00:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:29criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:59:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:34criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 01:58:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 7.54K
  • 593
  • 1.28K
Legend
189 Views
Message 10 of 15
Flag for a moderator

Re: Broadband Drop-Out. Why? Logs attached

Some T3’s are acceptable, but I think your count is too high. Also the Pre RS errors are high on channel 1 downstream for the short period you have been running. Looks to me to be noise ingress on that channel, you need to call in to see if there has been an area fault reported otherwise report your problem..


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2