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TP_2021
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Frequent Connection Dropouts

Hi,

from just before new year we have had issues with loss of connection, wired and wifi. Initially this was a Hub 2, now with a Hub 3 as we qualified for an upgrade. Hub is rebooting several times a day, maybe up to 10 times this morning hence the post. Logs are below. Before this service has been rock solid.

Any suggestions gladly received.

Cable Modem Status

Downstream bonded channels,,,,,
,,,,,
Channel,Frequency (Hz),Power (dBmV),SNR (dB),Modulation,Channel ID
1,410250000,-0.7,40,256 qam,1
2,418250000,-1.2,40,256 qam,2
3,426250000,-1,40,256 qam,3
4,434250000,-2.4,40,256 qam,4
5,442250000,-1.2,38,256 qam,5
6,450250000,-1.7,40,256 qam,6
7,458250000,-1.4,38,256 qam,7
8,466250000,-1.2,40,256 qam,8
9,474250000,-2.2,40,256 qam,9
10,482250000,-1.5,29,256 qam,10
11,490250000,-2.2,40,256 qam,11
12,498250000,-1.5,40,256 qam,12
13,506250000,-1.5,40,256 qam,13
14,514250000,-2.5,40,256 qam,14
15,522250000,-2,40,256 qam,15
16,530250000,-2.7,40,256 qam,16
17,538250000,-2,27,256 qam,17
18,546250000,-2,40,256 qam,18
19,554250000,-2.9,28,256 qam,19
20,562250000,-2.5,40,256 qam,20
21,570250000,-3.4,40,256 qam,21
22,578250000,-2.2,40,256 qam,22
23,586250000,-1.7,40,256 qam,23
24,594250000,-2.4,40,256 qam,24
,,,,,
Downstream bonded channels,,,,,
,,,,,
Channel,Locked Status,RxMER (dB),Pre RS Errors,Post RS Errors,
1,Locked,40.3,6,0,
2,Locked,40.3,0,0,
3,Locked,40.3,0,0,
4,Locked,40.3,0,0,
5,Locked,38.9,0,0,
6,Locked,40.3,0,0,
7,Locked,38.9,5,0,
8,Locked,40.3,5,0,
9,Locked,40.3,0,0,
10,Locked,29.6,4389913,0,
11,Locked,40.9,0,0,
12,Locked,40.3,6,0,
13,Locked,40.9,5,0,
14,Locked,40.3,0,0,
15,Locked,40.3,5,0,
16,Locked,40.9,0,0,
17,Locked,27,6730734,2906598,
18,Locked,40.9,7,0,
19,Locked,28.2,8582222,697,
20,Locked,40.3,6,0,
21,Locked,40.3,0,0,
22,Locked,40.3,4,0,
23,Locked,40.3,4,0,
24,Locked,40.9,0,0,
,,,,,
,,,,,
,,,,,
Refresh data,,,,,
Upstream bonded channels,,,,,
,,,,,
Channel,Frequency (Hz),Power (dBmV),Symbol Rate (ksps),Modulation,Channel ID
1,39400000,46,5120,64 qam,2
2,25800000,44.8,5120,64 qam,4
3,32600000,44.8,5120,64 qam,3
4,46200000,46.3,5120,64 qam,1
,,,,,
Upstream bonded channels,,,,,
,,,,,
Channel,Channel Type,T1 Timeouts,T2 Timeouts,T3 Timeouts,T4 Timeouts
1,ATDMA,0,0,0,0
2,ATDMA,0,0,0,0
3,ATDMA,0,0,0,0
4,ATDMA,0,0,0,0
,,,,,
,,,,,
,,,,,
Refresh data,,,,,
General Configuration,,,,,
,,,,,
1,"Allowed
Maximum Number of CPEs",,,,
Docsis30,"Enabled
DOCSIS Mode",,,,
759618,"cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID",,,,
Max Traffic Rate,117000047,,,,
Max Traffic Burst,42600,,,,
Min Traffic Rate,0,,,,
,,,,,
Primary Upstream Service Flow,,,,,
,,,,,
SFID,759617,,,,
Max Traffic Rate,10500047,,,,
Max Traffic Burst,16320,,,,
Min Traffic Rate,0,,,,
Max Concatenated Burst,16320,,,,
Scheduling Type,BestEffort,,,,
,,,,,
,,,,,
,,,,,
Refresh data,,,,,
Network Log,,,,,
,,,,,
Time,Priority,Description,,,
19/01/21 13:18,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:18,notice,LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:18,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:17,Error,Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:15,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:15,Error,Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:15,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:15,Error,DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:09,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:06,Error,Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:03,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:03,Error,Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:01,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 13:01,Error,Service Add rejected - Required parameter not present;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 12:59,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 12:59,Error,DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 12:57,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 12:57,Error,Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 12:57,Warning!,Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,
19/01/21 12:57,notice,LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;,,,

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jb66
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Message 2 of 4
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Re: Frequent Connection Dropouts

Channels 10 17 and 19 have poor SNR, this causes the hub to reboot serveral times a day. If you have checked EVERY connection on the white cable is tight you will then need a technician to fix.
TP_2021
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Re: Frequent Connection Dropouts

Frustratingly after checking the connections it ran fine for over a week and is now failing again. Guess it’s time to call an engineer. 

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Paul_DN
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Re: Frequent Connection Dropouts

Hi TP_2021,

 

 

 

Thank you for reaching out to us in our community and welcome, I am sorry to hear you experiencing frequent drops in your connection.

 

I have been able to locate your account and have had a look at things our end, I can see a couple of your Modem SNR levels are in the red and will need to get a technician .

 

 

I can see you have recently spoken to us and arranged a technician, if you do need to change the appointment time this can be done via your online account.

 

 

 

Kind regards

 

Paul.

 

 

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