on 16-06-2021 15:42
Hello.
Since the end of last weekend my internet connection has been failing at least once a day. Sometimes it's "just" a temporary (one minute or so) loss of connectivity (enough to kick me off a video call) but at other times the Superhub reboots itself. Sometimes it doesn't recover again and I need to power cycle it.
The Superhub is running in modem mode, connected to a Netgear Orbi mesh system (which is working absolutely fine, as far as I can tell - I still have connectivity to local servers etc. in the house).
Reading other threads on this forum and looking at what's in the logs it appears that there might be "noise" on the coax line. I've reported the problem to VM over the phone this morning (c.11.30); they said they have increased the power on the line but I'm not convinced that's the issue, and it certainly hasn't fixed the problem.
Superhub logs / config and BQM to follow.
This sounds like a physical cabling issue to me. Does this need an engineer out to take a look? Thanks in advance for any help.
Answered! Go to Answer
on 14-07-2021 08:17
Hi Simon,
I'm sorry to see that these issues are still ongoing, from the BQM, I can see that there is definitely still an issue.
I have contacted the Area Field Managers in your area and asked if they can take a look at this and advise the next steps. As soon as I hear anything further from here, I will let you know.
If you need anything else in the meantime just let me know.
Kind regards
Beth
on 16-06-2021 15:44
Item Status Comments
Acquired Downstream Channel (Hz) | 202750000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | 2.2 | 38 | 256 qam | 9 |
2 | 138750000 | 3 | 40 | 256 qam | 1 |
3 | 146750000 | 3.2 | 38 | 256 qam | 2 |
4 | 154750000 | 2.7 | 40 | 256 qam | 3 |
5 | 162750000 | 3 | 40 | 256 qam | 4 |
6 | 170750000 | 2.7 | 38 | 256 qam | 5 |
7 | 178750000 | 2.5 | 38 | 256 qam | 6 |
8 | 186750000 | 2.5 | 38 | 256 qam | 7 |
9 | 194750000 | 2.2 | 38 | 256 qam | 8 |
10 | 210750000 | 2 | 38 | 256 qam | 10 |
11 | 218750000 | 1.9 | 38 | 256 qam | 11 |
12 | 226750000 | 1.7 | 38 | 256 qam | 12 |
13 | 234750000 | 1.7 | 38 | 256 qam | 13 |
14 | 242750000 | 1.5 | 38 | 256 qam | 14 |
15 | 250750000 | 1.5 | 38 | 256 qam | 15 |
16 | 258750000 | 1.4 | 38 | 256 qam | 16 |
17 | 266750000 | 1 | 38 | 256 qam | 17 |
18 | 274750000 | 0.7 | 38 | 256 qam | 18 |
19 | 282750000 | 0.2 | 38 | 256 qam | 19 |
20 | 290750000 | 0.2 | 38 | 256 qam | 20 |
21 | 298750000 | 0.2 | 38 | 256 qam | 21 |
22 | 306750000 | 0 | 38 | 256 qam | 22 |
23 | 314750000 | 0 | 38 | 256 qam | 23 |
24 | 322750000 | -0.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35 | 97792 | 91439 |
2 | Locked | 36.3 | 108453 | 12472 |
3 | Locked | 36.3 | 103951 | 20453 |
4 | Locked | 36.3 | 94097 | 34860 |
5 | Locked | 35.7 | 82359 | 53757 |
6 | Locked | 35.5 | 72766 | 73083 |
7 | Locked | 35.5 | 73637 | 83174 |
8 | Locked | 35.5 | 82476 | 88287 |
9 | Locked | 34.9 | 90432 | 91025 |
10 | Locked | 35 | 98318 | 87435 |
11 | Locked | 35 | 103905 | 88332 |
12 | Locked | 34.9 | 128152 | 96485 |
13 | Locked | 34.4 | 168612 | 103527 |
14 | Locked | 34.4 | 231187 | 107822 |
15 | Locked | 34.3 | 260959 | 109103 |
16 | Locked | 34.3 | 262710 | 109583 |
17 | Locked | 33.9 | 295096 | 110193 |
18 | Locked | 33.9 | 344720 | 110949 |
19 | Locked | 33.9 | 398382 | 111950 |
20 | Locked | 33.5 | 468475 | 112568 |
21 | Locked | 33.4 | 504223 | 113494 |
22 | Locked | 33.4 | 501991 | 113050 |
23 | Locked | 33.8 | 450386 | 112532 |
24 | Locked | 33.4 | 413276 | 111689 |
on 16-06-2021 15:45
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 47 | 5120 | 64 qam | 5 |
2 | 25800000 | 44.5 | 5120 | 64 qam | 8 |
3 | 32600000 | 44.8 | 5120 | 64 qam | 7 |
4 | 39400000 | 45.8 | 5120 | 64 qam | 6 |
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 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
Primary Downstream Service Flow
SFID | 454042 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 454041 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 16-06-2021 15:46
Network Log
Time Priority Description
16/06/2021 14:45:54 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:45:54 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:45:4 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:44:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:42:14 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:42:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:42:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:39:49 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:34:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:15 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:15 | Error | Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:12 | Error | DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:11 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:11 | Error | DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:5 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:27:0 | Error | Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:26:57 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:26:57 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:26:56 | Error | DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 14:26:54 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 16-06-2021 15:48
https://www.thinkbroadband.com/broadband/monitoring/quality/share/967e238a0c4c5751a9de1c2921e03b6d8797a93e-16-06-2021
on 16-06-2021 15:48
on 16-06-2021 15:54
I can do, but the Superhub was power-cycled only this morning (c. 10am). The POST-RS counts all reset to 0 then.
16-06-2021 15:57 - edited 16-06-2021 15:59
@simonjb wrote:I can do, but the Superhub was power-cycled only this morning (c. 10am). The POST-RS counts all reset to 0 then.
Ok that's fine then. The RS error counts and bad BQM show there is a connection issue that only VM can sort out and not by fobbing you off on the phone.
I will flag for VM to come here to take a look
on 16-06-2021 16:10
on 16-06-2021 16:18
Hi @simonjb
Thanks for posting on our community forum!
I'm going to private message you to collect some more information as i'm struggling to gain access to your account via the forum profile. Please keep an eye on your inbox.
Regards