Menu
Reply
  • 4
  • 0
  • 0
Joining in
109 Views
Message 1 of 8
Flag for a moderator

Hub 3 dropouts and problems connecting to SKY Q

Hi, can anyone help me work out what's going on with my router. Recently (last 4 weeks or so) it drops out regularly and loses it's connection to my Sky Q box daily which then fails to reconnect to it. I have to reset the router in order to regain the connection which is really frustrating for others in the house with Sky Q miniboxes. Below is a summary of issues recorded but I don't understand what they relate to. Does anyone have a fix for this?

Thanks

26/10/2020 14:02:31      notice    LAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 14:02:24      Warning!             LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 12:48:9        critical   No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 12:22:12      notice    LAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 12:19:13      critical   SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/10/2020 13:53:20      critical   No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 23:33:38      critical   Received 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;

23/10/2020 23:33:2        Warning!             Lost MDD Timeout; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 23:32:58      critical   SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 23:32:58      Warning!             RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 23:32:58      critical   SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 15:49:35      critical   No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:55:16      notice    DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt044-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:55:16      Error      DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:24:53      critical   No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:24:24      critical   Received 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;

19/10/2020 23:24:14      critical   DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:23:8        critical   No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:23:6        Warning!             B-INIT-RNG Failure - Retries exceeded; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 23:21:34      critical   No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
  • 25.12K
  • 1.44K
  • 3.2K
Alessandro Volta
106 Views
Message 2 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

Post the full network, upstream and downstream logs from the hub admin pages 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 4
  • 0
  • 0
Joining in
96 Views
Message 3 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

Downstream log:

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

17230000000.738256 qam40
25390000001.238256 qam17
35470000001.440256 qam18
45550000000.938256 qam19
55630000000.540256 qam20
65710000000.738256 qam21
75790000001.240256 qam22
85870000001.440256 qam23
95950000001.540256 qam24
106030000001.440256 qam25
116110000001.240256 qam26
126190000001.240256 qam27
13627000000138256 qam28
146350000000.738256 qam29
15643000000138256 qam30
166510000001.538256 qam31
176590000001.540256 qam32
186670000001.538256 qam33
196750000001.538256 qam34
206830000001.740256 qam35
216910000001.740256 qam36
22699000000140256 qam37
237070000000.538256 qam38
247150000000.238256 qam39



Downstream bonded channels

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

1Locked38.913765192
2Locked38.95076143
3Locked40.35644121
4Locked38.6516593
5Locked40.9579589
6Locked38.96312111
7Locked40.9668072
8Locked40.36651116
9Locked40.37361153
10Locked40.37717119
11Locked40.38513113
12Locked40.39868115
13Locked38.911502117
14Locked38.612431193
15Locked38.613747222
16Locked38.912061333
17Locked40.312045223
18Locked38.912153324
19Locked38.912386163
20Locked40.911262224
21Locked40.312455196
22Locked40.311096113
23Locked38.91472384
24Locked38.91395390

 

Upstream log:

Upstream bonded channels

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

1603000094.15512064 qam9
2394000003.95512064 qam12
3461999793.95512064 qam11
4536999914.05512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
  • 25.12K
  • 1.44K
  • 3.2K
Alessandro Volta
93 Views
Message 4 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

When was the hub last rebooted?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 4
  • 0
  • 0
Joining in
91 Views
Message 5 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

I reset the Hub a couple of days ago, but my son my have also done it since then. 

0 Kudos
Reply
  • 25.12K
  • 1.44K
  • 3.2K
Alessandro Volta
89 Views
Message 6 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

Reboot the hub then post the stats again in an hours time. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
  • 4
  • 0
  • 0
Joining in
27 Views
Message 7 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

Hi, thanks. I found it hard to reset the hub without upsetting the whole household, but amazingly it hasn't been a problem since I posted this!
0 Kudos
Reply
  • 1.93K
  • 130
  • 181
Forum Team
Forum Team
17 Views
Message 8 of 8
Flag for a moderator

Re: Hub 3 dropouts and problems connecting to SKY Q

Hey Purley_Girl,

 

Thanks for your post on the Community Forums, I'm sorry to hear you were having some trouble with your broadband connection on your Sky Q box.

 

I appreciate you mentioned that the issue hadn't occurred since posting which is great. If you have any further trouble or need any more assistance please give us a shout.

 

Kind regards,

 

Beth

0 Kudos
Reply