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jdskinner
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Frequent dropping Super Hub 3

Hi all, past few weeks i've been having my connection drop at various times of the day both wireless and wired. 

Please find the logs below:

Network Log

Time Priority Description

26/09/2019 20:00:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2019 05:31:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2019 09:48:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2019 09:48:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2019 09:48:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2019 12:33:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 09:54:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 09:54:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 09:54:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 15:16:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 15:07:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 18:50:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 22:46:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2019 15:48:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2019 22:58:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 18:39:29ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 23:53:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2019 08:44:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 14:46:3ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:07:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Downstream bonded channels

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

14267500001.538256 qam28
2186750000-0.737256 qam7
3194750000-0.438256 qam8
4202750000-0.238256 qam9
5210750000-0.437256 qam10
6218750000-0.238256 qam11
7226750000038256 qam12
82347500000.238256 qam13
92427500000.438256 qam14
102507500000.438256 qam15
112587500000.438256 qam16
122667500000.238256 qam17
132747500000.538256 qam18
14282750000138256 qam19
152907500001.238256 qam20
162987500001.538256 qam21
173067500001.538256 qam22
183147500001.538256 qam23
193227500001.538256 qam24
204027500001.538256 qam25
214107500001.538256 qam26
224187500001.538256 qam27
234347500001.238256 qam29
244427500001.438256 qam

30

 

Upstream bonded channels

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

1394000104.7512064 qam2
2462000494.675512064 qam1
3257999614.65512064 qam4
4326002174.675512064 qam3
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Very Insightful Person
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Message 2 of 7
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Re: Frequent dropping Super Hub 3

Power levels look OK and no serious errors since the 1st of October in the log.

Could you please post the second half of the downstream figures to see if that reveals anything, the ones with the following headings: 

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

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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jdskinner
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Message 3 of 7
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Re: Frequent dropping Super Hub 3

Downstream bonded channels

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

1Locked38.6227338835
2Locked38.629635039115
3Locked37.624821135503
4Locked37.621076530997
5Locked37.619584027112
6Locked38.617819023149
7Locked38.616531320308
8Locked38.915130017251
9Locked38.914397916006
10Locked38.613526614367
11Locked38.612896913337
12Locked38.611787811388
13Locked38.61061859827
14Locked38.6958458087
15Locked38.9897567068
16Locked38.9884946432
17Locked38.6866405726
18Locked38.6873755403
19Locked38.6842004971
20Locked38.61641551427
21Locked38.61933691257
22Locked38.92117701131
23Locked38.6295186865
24Locked38.63373151650
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Tudor
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Message 4 of 7
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Re: Frequent dropping Super Hub 3

Those Pre & Post errors are high, but they are accumulative since the hub was last power cycled. Please power cycle your hub and post a new set in a few hours. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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jdskinner
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Re: Frequent dropping Super Hub 3

More errors today and a large outage this afternoon of approx 30 mins without any internet whatsoever. 

14/10/2019 12:53:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 12:53:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 12:53:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 12:53:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 12:56:6criticalReceived 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;
14/10/2019 13:36:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:36:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:37:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:37:8criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:37:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:38:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:38:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:39:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 13:39:2
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Forum Team
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Re: Frequent dropping Super Hub 3

Hi jdskinner,

 

Welcome to the community forums and thank you very much for your post. We are sorry to hear you have been experiencing multiple dropouts on your Super Hub 3, it seems like this will need further investigation form our side. This will require contact via a private message in order to access the account and run through some security questions. I will follow up right away via PM.

 

Many thanks,

 

Louis

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jdskinner
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Re: Frequent dropping Super Hub 3

Thanks, I can confirm this was checked out Saturday, and was identified as a heavily corroded street cab 

the engineer arranged for another bloke to replace the connections in the cab same day, which was done and all is good now! 

Top service cheers