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]

.0 Downstream channels

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

1	154000000	-1.2	38	QAM 256	3
2	138000000	0.8	38	QAM 256	1
3	146000000	0.9	38	QAM 256	2
4	162000000	-1.4	38	QAM 256	4
5	170000000	-1.4	38	QAM 256	5
6	178000000	-1.3	38	QAM 256	6
7	186000000	-1.1	38	QAM 256	7
8	194000000	0.8	38	QAM 256	8
9	202000000	-1	38	QAM 256	9
10	210000000	-1.1	38	QAM 256	10
11	218000000	-1.2	38	QAM 256	11
12	226000000	-1.3	38	QAM 256	12
13	234000000	-1.2	38	QAM 256	13
14	242000000	-1.2	38	QAM 256	14
15	250000000	-1.3	38	QAM 256	15
16	258000000	-1.4	38	QAM 256	16
17	266000000	-1.3	38	QAM 256	17
18	274000000	-1.5	37	QAM 256	18
19	282000000	-1.4	37	QAM 256	19
20	290000000	-1.3	38	QAM 256	20
21	298000000	-1.4	38	QAM 256	21
22	306000000	-1.5	38	QAM 256	22
23	314000000	-1.6	37	QAM 256	23
24	322000000	-1.8	37	QAM 256	24
25	330000000	-1.9	37	QAM 256	25
26	338000000	-1.9	37	QAM 256	26
27	346000000	-2	37	QAM 256	27
28	354000000	-2.1	37	QAM 256	28
29	362000000	-1.9	37	QAM 256	29
30	370000000	-1.8	37	QAM 256	30
31	378000000	-1.8	37	QAM 256	31

3.0 Downstream channels

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

1	Locked	38	0	0
2	Locked	38	0	0
3	Locked	38	0	0
4	Locked	38	0	0
5	Locked	38	0	0
6	Locked	38	0	0
7	Locked	38	0	0
8	Locked	38	0	0
9	Locked	38	0	0
10	Locked	38	0	0
11	Locked	38	0	0
12	Locked	38	0	0
13	Locked	38	0	0
14	Locked	38	0	0
15	Locked	38	0	0
16	Locked	38	0	0
17	Locked	38	0	0
18	Locked	37	0	0
19	Locked	37	0	0
20	Locked	38	0	0
21	Locked	38	0	0
22	Locked	38	0	0
23	Locked	37	0	0
24	Locked	37	0	0
25	Locked	37	0	0
26	Locked	37	0	0
27	Locked	37	1	0
28	Locked	37	0	0
29	Locked	37	0	0
30	Locked	37	0	0
31	Locked	37	0	0

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

159

Locked

38

-0.9

14777590

0

[iain123456]

@john_gs I'm hoping you can assist, this is slowly driving me crazy!