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Hub 3 dropping connection

johnlucas69
Tuning in

I am using my Hub 3 in modem mode and it is intermittently dropping connection many times a day. I have looked at the network log, which is showing the following:

17/08/2021 10:11:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 10:11:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 10:10:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 10:08:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

17/08/2021 09:59:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 09:56:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 09:32:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 09:24:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 06:41:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 06:41:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 05:51:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 05:51:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 05:21:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 05:21:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 04:47:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 04:46:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 04:45:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/08/2021 04:45:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Several reboots tried. Any help appreciated.

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person
Yes its officially called "magenta".

If you put the Hub back into router mode - do the issues disappear?

Can you do this
______________

Switch the Hub off and unplug it from the mains for a five minutes and then start up.

When its initialised (~5 mins), 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. Also check the T3 error counts reset to 0 and start reappearing.

If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

9 REPLIES 9

lotharmat
Community elder

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
53699926
Locked
Provisioning State
Online

 

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

1139000000738256 qam1
21470000006.938256 qam2
31550000007.138256 qam3
41630000006.838256 qam4
51710000006.538256 qam5
61790000006.338256 qam6
7187000000638256 qam7
81950000005.938256 qam8
92030000005.638256 qam9
102110000005.438256 qam10
112190000005.138256 qam11
122270000005.138256 qam12
132350000005.138256 qam13
142430000004.438256 qam14
152510000004.438256 qam15
162590000004.838256 qam16
172670000004.538256 qam17
182750000004.938256 qam18
192830000005.538256 qam19
202910000005.338256 qam20
212990000005.438256 qam21
223070000005.840256 qam22
23315000000638256 qam23
243230000005.438256 qam24

Downstream bonded channels

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

1Locked38.95068683121252304
2Locked38.92903979013994137
3Locked38.93912043517163723
4Locked38.95069673928566982
5Locked38.92525062812273690
6Locked38.94838346420018203
7Locked38.6344079769511726
8Locked38.9244488084571214
9Locked38.9221722273471967
10Locked38.9241378551178145
11Locked38.9273560271412176
12Locked38.9235466094694699
13Locked38.6243714154349998
14Locked38.6260608001127897
15Locked38.9252714431071921
16Locked38.6230619063235295
17Locked38.9184899576934673
18Locked38.9168096644576280
19Locked38.612064471201233
20Locked38.914163406460726
21Locked38.6105461913521502
22Locked40.386080042507544
23Locked38.9534625398815
24Locked38.67012860107542

Upstream bonded channels

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

15369992641.5512064 qam6
26030000042512064 qam5
34620000040.8512064 qam7
43940000040.5512064 qam8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00720
2ATDMA00522
3ATDMA00602
4ATDMA00492
 

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm

 

Primary Downstream Service Flow

SFID12148
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID12147
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

17/08/2021 10:51:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:39:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:11:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:11:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:10:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:08:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:59:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:56:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:32:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:24:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 06:41:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 06:41:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 05:51:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 05:51:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 05:21:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 05:21:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 04:47:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 04:46:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Yikes - those PostRS errors and T3 timeouts!!!

When was the last time the hub was rebooted - If it was less than a week ago; you have big problems that VM need to send a tech to fix!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Been rebooted many times. What colour is the led meant to be when the hub 3 is in modem mode as mine is Red.

jbrennand
Very Insightful Person
Very Insightful Person
Yes its officially called "magenta".

If you put the Hub back into router mode - do the issues disappear?

Can you do this
______________

Switch the Hub off and unplug it from the mains for a five minutes and then start up.

When its initialised (~5 mins), 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. Also check the T3 error counts reset to 0 and start reappearing.

If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Sofia_B
Forum Team (Retired)
Forum Team (Retired)

Hi @johnlucas69

 

Thanks for your post 🙂 

 

I'm sorry to hear you're having some connection issues, I appreciate this is frustrating and we apologise for any inconvenience caused. 

 

As helpfully advised by @jbrennand, please pop the hub back into router mode to see how things perform. 

 

If you find you're still having issues, we'll happily run some diagnostics for you. 

 

Thanks, 

Sofia
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


After tightening the cable to the router and resetting, I am only getting a few preRS errors, no post or timeouts. So I reckon the cable wasn’t tight enough. I will keep monitoring. Thanks for the help everyone.

Molly_G
Forum Team (Retired)
Forum Team (Retired)

Hey @johnlucas69,

 

Thanks for the update, glad to hear there's been an improvement.

 

Keep us posted and let us know if you require any future assistance.

 

Kind regards,

Molly_G
Forum Team



New around here? To find out more about the Community check out our Getting Started guide