on 10-03-2023 22:19
Hello,
For the past couple of weeks I've been experiencing significant downtime and cut outs. There doesn't appear to be any consistent pattern to the timings, some days it will be constant throughout the day, some days will be fine, and others will be an hour or two of issues and then it resolves itself.
The light on the Hub 3.0 will either stay solid orange as usual or start flashing green, this is also not consistent with the drop outs. Below is a snapshot of a BQM for the last 24 hours - link here for the full view.
Really hoping someone can help me as working from home is becoming unsustainable with how frequent the issues have become. Have pasted full network info below but let me know if you need anything else. Thanks.
Cable Modem StatusItem Status Comment
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 23600000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 3.7 | 40 | 256 qam | 25 |
2 | 203000000 | 4 | 40 | 256 qam | 9 |
3 | 211000000 | 4.4 | 40 | 256 qam | 10 |
4 | 219000000 | 4.5 | 40 | 256 qam | 11 |
5 | 227000000 | 4.5 | 40 | 256 qam | 12 |
6 | 235000000 | 4.6 | 40 | 256 qam | 13 |
7 | 243000000 | 4.3 | 40 | 256 qam | 14 |
8 | 251000000 | 4 | 40 | 256 qam | 15 |
9 | 259000000 | 3.7 | 40 | 256 qam | 16 |
10 | 267000000 | 3.7 | 40 | 256 qam | 17 |
11 | 275000000 | 3.7 | 40 | 256 qam | 18 |
12 | 283000000 | 3.9 | 40 | 256 qam | 19 |
13 | 291000000 | 4.1 | 40 | 256 qam | 20 |
14 | 299000000 | 4 | 40 | 256 qam | 21 |
15 | 307000000 | 4.3 | 40 | 256 qam | 22 |
16 | 315000000 | 4 | 40 | 256 qam | 23 |
17 | 323000000 | 3.9 | 40 | 256 qam | 24 |
18 | 339000000 | 3.7 | 40 | 256 qam | 26 |
19 | 347000000 | 4 | 40 | 256 qam | 27 |
20 | 355000000 | 4.3 | 40 | 256 qam | 28 |
21 | 363000000 | 4.6 | 40 | 256 qam | 29 |
22 | 371000000 | 4.8 | 40 | 256 qam | 30 |
23 | 379000000 | 5.3 | 40 | 256 qam | 31 |
24 | 387000000 | 5 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.3 | 5 | 0 |
4 | Locked | 40.3 | 4 | 0 |
5 | Locked | 40.3 | 5 | 0 |
6 | Locked | 40.3 | 4 | 0 |
7 | Locked | 40.3 | 0 | 0 |
8 | Locked | 40.9 | 6 | 0 |
9 | Locked | 40.3 | 5 | 0 |
10 | Locked | 40.3 | 5 | 0 |
11 | Locked | 40.3 | 6 | 0 |
12 | Locked | 40.9 | 0 | 0 |
13 | Locked | 40.3 | 6 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.3 | 0 | 0 |
17 | Locked | 40.3 | 5 | 0 |
18 | Locked | 40.3 | 0 | 0 |
19 | Locked | 40.3 | 0 | 0 |
20 | Locked | 40.9 | 0 | 0 |
21 | Locked | 40.3 | 5 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 38.9 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 23600000 | 49 | 5120 | 64 qam | 5 |
2 | 30100000 | 49 | 5120 | 64 qam | 4 |
3 | 49600000 | 47.8 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 2 | 4 |
SFID | 15966 |
Max Traffic Rate | 287500061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 15965 |
Max Traffic Rate | 27500061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 10-03-2023 22:20
Time Priority Description
10/03/2023 22:11:10 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:11:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:11:8 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:11:8 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:10:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:10:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:09:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:09:29 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:09:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:09:9 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:08:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:08:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:08:44 | 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=3.0; |
10/03/2023 22:08:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:08:30 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:07:24 | 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=3.0; |
10/03/2023 22:07:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:07:13 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2023 22:06:56 | 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=3.0; |
10/03/2023 22:06:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 13-03-2023 13:52
Hey JackHendon, thanks for reaching out on the help forum and sorry to see you've been experiencing issues with your services.
We'd love to best help with these, from our latest checks we haven't found an area fault or outage that is affecting you.
Could you please tell us if the problem is present on one device or more?
Also, how do these devices connect? Is it wirelessly or over ethernet?
How do things look since you last posted on Friday and have you noticed any improvements?
Let us know and we're eager to help.
on 13-03-2023 14:14
Both sets of Upstream stats show 3 upstream channels. Most Hubs have 4 or more.
You refer to significant packet loss, in what application is the packet loss being measured ?
on 20-03-2023 10:12
on 20-03-2023 10:13
on 20-03-2023 10:35
The packet loss shows clearly in the BQM in the original post, and in the link just posted.
That, together with the missing upstream channel, shows that there is a serious connection problem that needs to be fixed.
on 22-03-2023 11:15
Hi @JackHendon,
Thank you for expanding. I've taken a look at the BQM and I can't see any issues at the moment, however, I'm aware that you've mentioned in an earlier post that the issue appears to be intermittent every few days or so.
As such, I'm going to send you a private message in a few moments. Please respond to this when you can and we'll go from there.
Thanks,