Broadband drops out daily

[SimonRC]

Hi all. 

Trying to get the ball rolling on solving this issue. For several weeks now, our broadband drops out at least once a day at random times. 

Turning the Hub5 on and off again usually solves the problem as long as it’s powered off for more than a few seconds, but it’s getting annoying now. 

I’ll try and pre-empt as many questions as possible -  any suggestions welcome. 

• Numerous factory resets of the hub haven’t helped. 
• Devices with a wired connection to hub also lose connection.
• No obvious loose connections.
• Virgin TV unaffected.
• Wi-Fi signal is fine throughout the home.
• No known issues in local area.
• Light on hub remains solid white when connection is lost.

Many thanks guys 

[infidel]

Snap

[TerryB81]

I too am having random dropouts, whereby the LAN/WAN ports seem to be reset. Logs on the hub (modem mode) and my own router correspond and a little search seems to suggest a problem at the cabinet which requires an engineer visit.

Time in Superhub log appears to be an hour out

I'm thinking about upgrading to Gig1, but won't be doing so unless this issue is sorted first.

Edit: MAC address.

[SimonRC]

adding my BQM 

[RT123]

Hi.

Please could you post your router logs? This will help to identify any  issues with your connection. 

[SimonRC]

Network Log

Time Priority Description

29-04-2024 20:53:18	notice	GUI Login Status - Login Success from LAN interface
29-04-2024 09:17:15	notice	REGISTRATION COMPLETE - Waiting for Operational status
29-04-2024 09:17:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:17:06	notice	DS 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;
29-04-2024 09:16:59	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:16:57	notice	Honoring MDD; IP provisioning mode = IPv4
29-04-2024 09:16:35	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:16:34	critical	Cable Modem Reboot because of - HW or Power-On Reset
29-04-2024 02:01:11	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 02:01:11	critical	Cable Modem Reboot because of - Peer_down
28-04-2024 21:16:32	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 21:16:31	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-04-2024 19:11:08	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-04-2024 19:11:08	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:54:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:54:28	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-04-2024 18:48:08	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-04-2024 18:48:08	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:15:04	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:15:03	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-04-2024 10:29:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:29:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:29:38	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-04-2024 10:02:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:02:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:02:17	critical	Cable Modem Reboot because of - HW or Power-On Reset
27-04-2024 09:30:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-04-2024 09:30:39	critical	Cable Modem Reboot because of - HW or Power-On Reset
27-04-2024 09:18:08	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-04-2024 09:18:08	critical	Cable Modem Reboot because of - HW or Power-On Reset
24-04-2024 03:47:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-04-2024 03:47:21	critical	Cable Modem Reboot because of - kernel-panic
24-04-2024 03:38:58	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[SimonRC]

3.0 Downstream channels

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

1	330000000	9.7	40	QAM 256	25
2	194000000	8.9	40	QAM 256	8
3	202000000	8.9	40	QAM 256	9
4	210000000	9.3	40	QAM 256	10
5	218000000	9.4	40	QAM 256	11
6	226000000	9.1	40	QAM 256	12
7	234000000	9.5	40	QAM 256	13
8	242000000	9.5	40	QAM 256	14
9	250000000	9.4	40	QAM 256	15
10	258000000	9.8	40	QAM 256	16
11	266000000	9.7	40	QAM 256	17
12	274000000	9.8	40	QAM 256	18
13	282000000	9.8	40	QAM 256	19
14	290000000	9.8	40	QAM 256	20
15	298000000	9.9	40	QAM 256	21
16	306000000	9.8	40	QAM 256	22
17	314000000	10	40	QAM 256	23
18	322000000	9.9	40	QAM 256	24
19	338000000	10	40	QAM 256	26
20	346000000	9.9	40	QAM 256	27
21	354000000	10.2	40	QAM 256	28
22	362000000	10.4	40	QAM 256	29
23	370000000	10.2	40	QAM 256	30
24	378000000	10.4	40	QAM 256	31
25	386000000	10.4	40	QAM 256	32
26	394000000	10.5	40	QAM 256	33
27	402000000	10.7	40	QAM 256	34
28	410000000	10.6	40	QAM 256	35
29	418000000	10.8	40	QAM 256	36
30	522000000	12	40	QAM 256	37
31	530000000	12	40	QAM 256	38

3.0 Downstream channels

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

1	Locked	40	7631	0
2	Locked	40	1133	0
3	Locked	40	1202	0
4	Locked	40	1347	0
5	Locked	40	1642	0
6	Locked	40	1994	0
7	Locked	40	1840	0
8	Locked	40	2044	0
9	Locked	40	2252	0
10	Locked	40	2439	0
11	Locked	40	2104	0
12	Locked	40	2537	0
13	Locked	40	2983	0
14	Locked	40	4507	0
15	Locked	40	4911	0
16	Locked	40	5359	0
17	Locked	40	5713	0
18	Locked	40	6531	0
19	Locked	40	7706	0
20	Locked	40	7784	0
21	Locked	40	7647	0
22	Locked	40	8022	0
23	Locked	40	9133	0
24	Locked	40	11439	0
25	Locked	40	10978	0
26	Locked	40	10541	0
27	Locked	40	9434	0
28	Locked	40	10504	0
29	Locked	40	10842	0
30	Locked	40	15634	0
31	Locked	40	15419	0

3.1 Downstream channels

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

39

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

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

39

Locked

40

10.7

607776339

0

[SimonRC]

3.0 Upstream channels

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

0	49600000	40	5120	QAM 64	1
1	43100000	40.3	5120	QAM 64	2
2	36600000	40.5	5120	QAM 64	3
3	30100000	40.5	5120	QAM 64	4
4	23600000	40.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

34.2

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

0

0

[SimonRC]

A VM engineer came today. Adjusted some levels, replaced some cable. 

The problem is now worse - 3 failures in 6 hours. 

In the words of Nottingham Forest I am now considering my options. 

[RT123]

Hi,

Could you post the logs again please? There were some high downstream power levels  and also sync errors last time. And today’s BQM (let me know when the tech was around also).

Was an attenuator fitted?  (on my line, it’s a little attachment on the cable near the hub end) 

Judging by the fact you’ve had 3 failures in 6 hours, this suggests the same issue with the sync errors could still be present.