Frequently failing internet connection

[simonjb]

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.

[simonjb]

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

[simonjb]

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

[simonjb]

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;

[simonjb]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/967e238a0c4c5751a9de1c2921e03b6d8797a93e-16-06-2021

[jbrennand]

Can you start from a blank sheet on RS errors by doing this.

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't appear quickly in large numbers - particularly the postRS ones

[simonjb]

I can do, but the Superhub was power-cycled only this morning (c. 10am).  The POST-RS counts all reset to 0 then.

[jbrennand]

---

@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

[simonjb]

Thanks John.

[Travis_M]

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