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HUB 3 Frequent Disconnects

Hi

I’m posting this on behalf of my neighbour who has limited IT skills. He uses his broadband in the main for TV streaming. Unfortunately, he’s experiencing frequent lost connection with his TV. He usually connects via wifi but as tried a LAN cable without improvement. I said that I would post his router status info here to see if there are any obvious issues.

Thanks for any help that I can pass to him.

 

Network Log

Time    Priority Description

2018-11-07 20:52:20.00         Error    DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-08 21:59:27.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-09 00:26:05.00         Error    DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-09 04:22:23.00         Error    DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-11 10:09:08.00         Warning!          RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:37.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-16 08:02:10.00         Error    DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-17 14:07:37.00         Error    DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-20 02:35:03.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-20 18:50:15.00         Error    DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-21 15:45:35.00         Error    DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-24 13:36:50.00         Warning!          RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-25 10:55:57.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-28 17:20:17.00         Warning!          RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-29 07:53:27.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-11-30 12:01:17.00         Warning!          RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:01:38.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-12-03 23:37:13.00         Error    DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-12-04 15:50:14.00         Error    DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-12-05 08:37:10.00         critical  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

299000000

5.9

36

256 qam

17

2

323000000

5.5

36

256 qam

20

3

315000000

5.5

36

256 qam

19

4

307000000

5.6

36

256 qam

18

5

291000000

5.5

36

256 qam

16

6

283000000

5.3

36

256 qam

15

7

275000000

5

36

256 qam

14

8

267000000

5

36

256 qam

13

9

259000000

5

37

256 qam

12

10

251000000

5.1

37

256 qam

11

11

243000000

5.3

37

256 qam

10

12

235000000

5.5

37

256 qam

9

13

227000000

5.9

37

256 qam

8

14

219000000

6

38

256 qam

7

15

211000000

6.4

38

256 qam

6

16

203000000

6.8

38

256 qam

5

17

195000000

7

38

256 qam

4

18

187000000

7.4

38

256 qam

3

19

179000000

7.5

38

256 qam

2

20

171000000

7.8

38

256 qam

1

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

36.6

76

0

2

Locked

36.3

62

0

3

Locked

36.3

43

0

4

Locked

36.6

43

14

5

Locked

36.3

56

0

6

Locked

36.6

75

0

7

Locked

36.6

55

0

8

Locked

36.6

56

0

9

Locked

37.3

33

0

10

Locked

37.6

48

0

11

Locked

37.3

96

0

12

Locked

37.3

57

0

13

Locked

37.6

36

0

14

Locked

38.6

132

0

15

Locked

38.6

35

0

16

Locked

38.6

48

0

17

Locked

38.6

47

0

18

Locked

38.9

53

0

19

Locked

38.6

37

0

20

Locked

38.9

155

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

43.3

5120

64 qam

14

2

25800000

42

5120

64 qam

16

3

32600000

42.5

5120

64 qam

15

4

46200000

42.8

5120

64 qam

13

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

1

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

1

0

 

 

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jbrennand
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Re: HUB 3 Frequent Disconnects

Power and SNR look all in range. Someone more qualified should comment on the "errors".

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: HUB 3 Frequent Disconnects

Thanks for the quick response.

I'll wait for the experts to cast their eye.

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Re: HUB 3 Frequent Disconnects

Hey F-Type, 

Thanks for posting, welcome to the Forum Smiley Happy

Sorry for the connection problems. I've taken a look and I can't see any immediate faults. There is a few time-outs but you've been online for 28 days without a reboot. Could you please perform a reboot and post back to us so we can keep an eye on this. 

Take care. 

Heather_J

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Re: HUB 3 Frequent Disconnects

High Heather J

Thanks for your help. My neighbour has rebooted is Hub 3 and we await your observations.

Thanks again.

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Re: HUB 3 Frequent Disconnects


@F-Type wrote:

High Heather J

Thanks for your help. My neighbour has rebooted is Hub 3 and we await your observations.

Thanks again.


Heather said....  "Could you please perform a reboot and post back to us so we can keep an eye on this". 


--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: HUB 3 Frequent Disconnects

Sorry, the instruction isn't clear. What would you like me to post back to you.

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Re: HUB 3 Frequent Disconnects

Hi F-Type,

We'll need to run some follow up checks on your neighbours connection, could you please Private Message me the name, post code and house number so we can locate their details.

Many thanks

Ralph_R
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Re: HUB 3 Frequent Disconnects

Thanks for the additional info, I've run a number of diagnostic checks on both the Hub and local circuit for your neighbour and on the whole all looks to be in good health, a little bit of peak time demand at times could cause slower speeds on occasion, but nothing obviously apparent to explain any drop outs.

Could you confirm if it's only the TV that's affected, any error messages and if there is any change in the Hub lights when the service is lost?

Many thanks

Ralph_R
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Re: HUB 3 Frequent Disconnects

Thanks for the prompt reply. The issue has only been noticed on the TV whilst streaming as there is little other broadband use. I did ask about the Hub lights and nothing unusual had been noticed. The TV message when the network drops is something along the lines of "network component can't be found". I'll have to come back to you at a later date with the exact message as as our paths won't cross for a few days now. If I can get another device onto the network I'll report on that too.

Your help is appreciated.

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