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David-B1
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Message 1 of 20
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Connection Dropping.

Hi All, 

In need of some help as I've exhausted all options trying to figure out what's going on with my Superhub 3.0. Recently we had an engineer out to replace the hub because our last one died, but since hes installed it the connection has dropped consistently for the past 4 days now, it always seems to play up in the evening too with videos buffering and the connection in general is just really slow. I had a look on the network log too and there's alot of warnings and critical messages, SYNC Timing Synchronization failure and RCS Partial Service. I'm wondering if anyone can tell me if an engineer needs to revisit and have a look at the hub again if I post the network stats.

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wonkotsane
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Message 2 of 20
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Re: Connection Dropping.

The time sync is probably nothing to worry about but the RCS partial service means there's a problem binbond channels. Are there any other errors in the log such as T3 Timeout or similar? Power levels can be the cause of the problem, cam you share yours please?

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jpeg1
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Message 3 of 20
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Re: Connection Dropping.

Do post the network stats. Don't worry too much about a few entries in the error log as we all get random entries from time to time..

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David-B1
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Message 4 of 20
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Re: Connection Dropping.

Thanks for replying, the main ones in the log I'm getting are Sync timing failure, RCS partial service and there is also a Lost MDD Timeout and a No Ranging response received. The problem mainly occurs at night and early morning the connection drops consistently and everything becomes slow and buffers. I'll post stats now.

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David-B1
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Message 5 of 20
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Re: Connection Dropping.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
274750000
Locked
Ranged Upstream Channel (Hz)
46200019
Locked
Provisioning State
Online

Downstream bonded channels

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

12747500001.537256 qam18
21947500002.737256 qam8
32027500002.737256 qam9
42107500002.437256 qam10
5218750000237256 qam11
62267500001.737256 qam12
72347500001.737256 qam13
82427500001.737256 qam14
92507500001.737256 qam15
102587500001.537256 qam16
112667500001.537256 qam17
122827500001.537256 qam19
132907500001.737256 qam20
142987500001.937256 qam21
153067500001.738256 qam22
16314750000238256 qam23
17322750000238256 qam24
184027500001.738256 qam25
194107500001.538256 qam26
204187500001.438256 qam27
214267500001.238256 qam28
224347500000.938256 qam29
234427500000.738256 qam30
244507500000.538256 qam31


Downstream bonded channels

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

1Locked37.6297735218
2Locked37.3253025881
3Locked37.3340128539
4Locked37.6792020056
5Locked37.3239244294
6Locked37.3238744569
7Locked37.3276844330
8Locked37.6324035869
9Locked37.6412734789
10Locked37.6355735393
11Locked37.3309636697
12Locked37.3312736218
13Locked37.6509837203
14Locked37.6289543737
15Locked38.6210438025
16Locked38.9351238988
17Locked38.91164135831
18Locked38.6458042731
19Locked38.6385044536
20Locked38.6353843120
21Locked38.6343744276
22Locked38.9310844068
23Locked38.9483440178
24Locked38.91056628647

 

Upstream bonded channels

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

1462000194.375512064 qam1
2258000003.9512064 qam4
3326000294.025512064 qam3
4394000004.175512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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David-B1
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Message 6 of 20
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Re: Connection Dropping.

Network Log

Time Priority Description

24/04/2019 21:24:46Warning!RCS Partial Service;CM-MAC=18:
24/04/2019 21:24:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18
24/04/2019 21:24:46Warning!RCS Partial Service
24/04/2019 21:26:10Warning!Lost MDD Timeout;CM-MAC=1
24/04/2019 21:26:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-M
24/04/2019 21:26:11Warning!RCS Partial Service;CM-MAC=1
24/04/2019 21:26:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-
24/04/2019 21:26:11Warning!RCS Partial Service;CM-MAC=
24/04/2019 22:47:26criticalNo Ranging Response received - T3 time-out;CM-MAC=VER=3.0;
24/04/2019 23:58:52Warning!RCS Partial Service;CM-MAC=
24/04/2019 23:58:53criticalSYNC Timing Synchronization failure
24/04/2019 23:58:53Warning!RCS Partial Service;CM-MAC=
24/04/2019 23:58:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-
25/04/2019 01:43:55Warning!RCS Partial Service
25/04/2019 01:43:55criticalSYNC Timing Synchronization failure - Loss of Sync;
25/04/2019 01:43:55Warning!RCS Partial Service;CM-MAC
25/04/2019 01:43:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM
25/04/2019 03:44:3Warning!RCS Partial Service;CM-
25/04/2019 03:44:3criticalSYNC Timing Synchronization failure - Loss of Sync;
25/04/2019 03:44:3Warning!RCS Partial Service;CM-

 

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jpeg1
Trouble shooter
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Message 7 of 20
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Helpful Answer

Re: Connection Dropping.

Far too many uncorrected RS errors. There is too much noise on your line. Report it as a fault.

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wonkotsane
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Message 8 of 20
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Re: Connection Dropping.

T3 and RCS errors would suggest a connectionconnecti. As jpeg1 says you need to report it.

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David-B1
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Message 9 of 20
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Re: Connection Dropping.

Thanks for your help, I'm currently on the phone for the 4th time to them now to report it. Seeing as the last 3 they wouldn't send an engineer out because everything was "good" their end.

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wonkotsane
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Message 10 of 20
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Re: Connection Dropping.

Tell them to put you through to disconnections of they won't send an engineer, that should do the trick.

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Be nice, eat all your vegetables and keep your room tidy.
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