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simonjb
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Frequently failing internet connection

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.

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Re: Frequently failing internet connection

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

12027500002.238256 qam9
2138750000340256 qam1
31467500003.238256 qam2
41547500002.740256 qam3
5162750000340256 qam4
61707500002.738256 qam5
71787500002.538256 qam6
81867500002.538256 qam7
91947500002.238256 qam8
10210750000238256 qam10
112187500001.938256 qam11
122267500001.738256 qam12
132347500001.738256 qam13
142427500001.538256 qam14
152507500001.538256 qam15
162587500001.438256 qam16
17266750000138256 qam17
182747500000.738256 qam18
192827500000.238256 qam19
202907500000.238256 qam20
212987500000.238256 qam21
22306750000038256 qam22
23314750000038256 qam23
24322750000-0.238256 qam24



Downstream bonded channels

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

1Locked359779291439
2Locked36.310845312472
3Locked36.310395120453
4Locked36.39409734860
5Locked35.78235953757
6Locked35.57276673083
7Locked35.57363783174
8Locked35.58247688287
9Locked34.99043291025
10Locked359831887435
11Locked3510390588332
12Locked34.912815296485
13Locked34.4168612103527
14Locked34.4231187107822
15Locked34.3260959109103
16Locked34.3262710109583
17Locked33.9295096110193
18Locked33.9344720110949
19Locked33.9398382111950
20Locked33.5468475112568
21Locked33.4504223113494
22Locked33.4501991113050
23Locked33.8450386112532
24Locked33.4413276111689
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simonjb
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Re: Frequently failing internet connection

Upstream bonded channels

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

14620000047512064 qam5
22580000044.5512064 qam8
33260000044.8512064 qam7
43940000045.8512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0010

 

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

SFID454042
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID454041
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Frequently failing internet connection

Network Log

Time Priority Description

16/06/2021 14:45:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:45:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:45:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:44:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:42:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:42:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:42:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:39:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:34:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:15ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:12ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:11ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:27:0ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:26:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:26:57ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:26:56ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 14:26:54ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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simonjb
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Re: Frequently failing internet connection

https://www.thinkbroadband.com/broadband/monitoring/quality/share/967e238a0c4c5751a9de1c2921e03b6d8797a93e-16-06-2021
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jbrennand
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Re: Frequently failing internet connection

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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simonjb
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Re: Frequently failing internet connection

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

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jbrennand
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Message 8 of 33
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Re: Frequently failing internet connection


@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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
simonjb
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Message 9 of 33
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Re: Frequently failing internet connection

Thanks John.
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Travis_M
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Message 10 of 33
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Re: Frequently failing internet connection

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

Travis_M
Forum Team



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