Constant disconnections

[iain123456]

We recently had an engineer visit where the engineer concluded everything was fine, but the Hub 4 we had was replaced with a Hub 5. The reason for the visit was due to constant disconnections and loss of service.

Since the Hub 5 was installed it has been much better until the last couple of days where we're losing our connection a lot again. The only way to sort it is turn the hub off, leave for a bit then restart. It then works for a while. I've discovered there is a log in the Hub 5 which provides the table below, the critical items coincide with when the internet is lost, I'm assuming this is the reason and is therefore related.

I've found lots of questions about this, but no real answers, how does this get fixed? The current recorded message says there are no issues in our area, but when I check the service on line, it says there is an issue which is being worked on, check again tomorrow.

ime	Priority	Description
14/12/2023 17:09	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 17:09	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:58	notice	REGISTRATION COMPLETE - Waiting for Operational status
14/12/2023 16:57	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57	warning	Dynamic Range Window violation
14/12/2023 16:57	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;
14/12/2023 16:57	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57	notice	Honoring MDD; IP provisioning mode = IPv4
14/12/2023 16:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57	critical	Cable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 14:38	critical	Cable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:02	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=3.1;
14/12/2023 09:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39	critical	Cable Modem Reboot because of - HW or Power-On Reset
13/12/2023 23:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16	critical	Cable Modem Reboot because of - HW or Power-On Reset
13/12/2023 07:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 07:22	critical	Cable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28	critical	Cable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 06:09	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57	critical	Cable Modem Reboot because of - HW or Power-On Reset

[iain123456]

Can anyone help?

[Client62]

Share the stats from the Upstream and Downstream tabs, that will show the quality of the signal to the Hub.

[iain123456]

3.0 Downstream channels

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

1	170000000	1.5	39	QAM 256	5
2	138000000	2.4	40	QAM 256	1
3	146000000	2.5	40	QAM 256	2
4	154000000	2.1	39	QAM 256	3
5	162000000	1.7	39	QAM 256	4
6	178000000	1.6	39	QAM 256	6
7	186000000	1.6	40	QAM 256	7
8	194000000	2	40	QAM 256	8
9	202000000	2.1	40	QAM 256	9
10	210000000	2.4	40	QAM 256	10
11	218000000	2.5	39	QAM 256	11
12	226000000	2.3	39	QAM 256	12
13	234000000	2.4	39	QAM 256	13
14	242000000	2.2	39	QAM 256	14
15	250000000	1.7	39	QAM 256	15
16	258000000	1.3	39	QAM 256	16
17	266000000	0.8	39	QAM 256	17
18	274000000	0.6	39	QAM 256	18
19	282000000	0.6	39	QAM 256	19
20	290000000	0.8	39	QAM 256	20
21	298000000	0.8	39	QAM 256	21
22	306000000	0.9	39	QAM 256	22
23	314000000	1.1	39	QAM 256	23
24	322000000	1.2	39	QAM 256	24
25	330000000	1.2	39	QAM 256	25
26	338000000	1.6	39	QAM 256	26
27	346000000	1.7	39	QAM 256	27
28	354000000	1.8	39	QAM 256	28
29	362000000	1.9	39	QAM 256	29
30	370000000	1.9	39	QAM 256	30
31	378000000	1.9	39	QAM 256	31

[iain123456]

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

0	60300000	40.8	5120	QAM 64	1
1	53700000	40.8	5120	QAM 64	2
2	46200000	40.3	5120	QAM 64	3
3	39400000	40.3	5120	QAM 64	4
4	32600000	40.3	5120	QAM 64	5
5	23600000	40.3	5120	QAM 64	6

[iain123456]

Is there anyone who can help with this? I check the service update and at the moment it says:

Looks like there’s still an issue with your connection

but there are no known issues in my post code. It said this the other day, then when the 24 hours were up it said it was fixed, but it's not, I can't seem to get a technician to come out until it says this issue isn't fixed after 24 hours! 

[Sabrina_B]

Hi @iain123456 👋.

Thanks for reaching out to us. Apologies that you are having issues with the service in your area. If the service checker 👉 Service Status is saying that the outage is now clear, please run the same test again with the Hub in router mode, and all third party Hubs removed and operating off the VM network name and post the results for us to see. 

Sabrina

[iain123456]

error

[Roger_Gooner]

Before you repost your stats ensure that all connections between hub and wall socket are tight and you reboot your hub.

[iain123456]

forgive my ignorance, but is this graph bad?