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procrastinator
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Message 1 of 27
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Broadband cutting out randomly

Since upgrading to the latest hub we have started experiencing 'random' issues with broadband dropping out. Usually for around 30mins sometimes longer. The hub just shows green lights and nothing connects, wireless or cabled, to the router. No amount of 'turning off and on again' makes a difference. Last Sunday (13th May) this happened twice, 9.30pm and 11pm. Only once has this issue coincided with a reported service issue on your website.

Any ideas?

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Superuser
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Message 2 of 27
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Re: Broadband cutting out randomly

Would need to check the signal levels if could go to http://192.168.0.1 clicking router status top right or bottom of page depending on hub [no need to login - depending on hub] and if could copy/paste the downstream, upstream, network log, don't worry about the formatting we can easily read it..
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procrastinator
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Message 3 of 27
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Re: Broadband cutting out randomly

Hopefully this is what you are looking for?

Network LogDate And Time Error Number Event Description

2018-05-10 16:56:04.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-10 16:56:04.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-10 16:56:04.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-10 16:56:08.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-10 16:59:13.0082000400Received 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;
2018-05-10 17:43:14.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 20:03:50.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 20:03:50.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 20:03:50.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 20:03:50.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 20:03:56.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 20:07:07.0082000400Received 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;
2018-05-13 21:51:12.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 21:51:13.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 21:51:13.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 21:51:13.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 21:51:13.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 21:51:18.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-13 21:53:38.0082000400Received 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;
2018-05-14 05:17:26.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

12987500000.237.6256 qam21
2322750000-0.237.3256 qam24
3314750000037.6256 qam23
4306750000037.6256 qam22
5290750000037.3256 qam20
62827500000.237.3256 qam19
7274750000037.6256 qam18
8266750000037.3256 qam17
9258750000-0.237.3256 qam16
102507500000.237.3256 qam15
112427500000.437.3256 qam14
12234750000037.6256 qam13
132267500000.737.3256 qam12
14218750000137.6256 qam11
152107500000.737.3256 qam10
162027500001.238.6256 qam9
171947500001.438.6256 qam8
181867500001.238.6256 qam7
191787500001.438.6256 qam6
201707500001.438.6256 qam5
211627500000.938.2256 qam4
221547500000.538.6256 qam3
231467500000.938.9256 qam2
241387500000.538.9256 qam1

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

6639400000ATDMA44.364 qam64000005120
6825800000ATDMA44.332 qam64000005120
6732600000ATDMA44.364 qam64000005120
6546200000ATDMA44.364 qam64000005120
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Superuser
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Message 4 of 27
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Re: Broadband cutting out randomly

nothing really showing a miss with the signals, would need further investigations by the forum staff which would be in around 2-5 days..
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procrastinator
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Message 5 of 27
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Re: Broadband cutting out randomly

Yes, it works fine when it's working. Trouble is when the broadband cuts out I can't access the forum to ask for help?

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Superuser
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Message 6 of 27
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Re: Broadband cutting out randomly

if could log the stats from the hub when you lose connection
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procrastinator
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Message 7 of 27
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Re: Broadband cutting out randomly

Well, obviously I will do what I can at my end, but it would be much easier if the 'drop out' was observed from your end as you have the technical ability to understand what's going on. I'm just an 'end user'?

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Fritts
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Message 8 of 27
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Re: Broadband cutting out randomly

This seems to be a common problem and should be addressed by the support team. 

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Superuser
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Message 9 of 27
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Re: Broadband cutting out randomly

i'm not a member of official member of staff can't see anything from your end.. am just like yourself just end user of the community.
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procrastinator
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Message 10 of 27
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Re: Broadband cutting out randomly

Sure, I appreciate that. There are obviously a lot of angry frustrated people using this forum to vent their feelings?

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