Hub 3 recent disconnections

[MJN74]

Hi Folks,

Over the past 5 days I have instances where I have had to reboot my hub as the Wifi from the router has dropped out. The last couple of days I have had to do this twice and yesterday evening I did the factory reset. However, this evening it dropped out again and I did a reboot before before being referred to here from Twitter. I've not added any new connections recently, other than a 2nd Tivo on September 16th. I've generally not had any issues up to now apart from the occasional reboot every now and then.

I've checked my router cabling and Ethernet connection - all seems fine there. Service status shows no known issues, but I can't run a test from my account or through the app at present.

I've set up a BQM as suggested in other threads and here is my router status detail : (apologies if I should format this better for you).

Thank you in advance

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	53700004	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	7	40	256 qam	25
2	267000000	5.6	40	256 qam	17
3	275000000	5.9	40	256 qam	18
4	283000000	5.9	40	256 qam	19
5	291000000	5.8	40	256 qam	20
6	299000000	6	40	256 qam	21
7	307000000	6.1	40	256 qam	22
8	315000000	6.4	40	256 qam	23
9	323000000	6.5	40	256 qam	24
10	339000000	7	40	256 qam	26
11	347000000	6.9	40	256 qam	27
12	355000000	6.4	40	256 qam	28
13	363000000	6.6	40	256 qam	29
14	371000000	6.8	43	256 qam	30
15	379000000	6.8	40	256 qam	31
16	387000000	6.5	40	256 qam	32
17	395000000	6.3	40	256 qam	33
18	403000000	6.3	40	256 qam	34
19	411000000	6.4	40	256 qam	35
20	419000000	5.9	40	256 qam	36
21	427000000	6	40	256 qam	37
22	435000000	5.8	40	256 qam	38
23	443000000	6	40	256 qam	39
24	451000000	6	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.9	5	0
2	Locked	40.3	4	0
3	Locked	40.9	6	0
4	Locked	40.9	6	0
5	Locked	40.9	4	0
6	Locked	40.9	6	0
7	Locked	40.9	6	0
8	Locked	40.9	5	0
9	Locked	40.9	4	0
10	Locked	40.9	6	0
11	Locked	40.9	7	0
12	Locked	40.9	5	0
13	Locked	40.9	4	0
14	Locked	43.3	5	0
15	Locked	40.3	7	0
16	Locked	40.9	18	0
17	Locked	40.9	5	0
18	Locked	40.3	6	0
19	Locked	40.3	5	0
20	Locked	40.3	0	0
21	Locked	40.9	21	0
22	Locked	40.9	20	0
23	Locked	40.9	6	0
24	Locked	40.9	0	0

[MJN74]

Upstream bonded channels

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

1	53700004	43.3	5120	64 qam	10
2	39399974	43.3	5120	64 qam	12
3	46200036	43.3	5120	64 qam	11
4	60300002	43.3	5120	64 qam	9

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	0	0
4	ATDMA	0	0	0	0

[MJN74]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	A,.iyewrkldJKDHSUBsgvca69

Primary Downstream Service Flow

SFID	278
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	277
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[MJN74]

Network Log

Time Priority Description

12/10/2021 17:32:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 17:28:22	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 22:38:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 20:52:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:51:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:50:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:35:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:21:24	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:13:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 14:03:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 13:58:29	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;
11/10/2021 13:56:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 03:01:49	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 16:44:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 19:02:29	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 09:01:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 01:17:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 03:02:41	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:44:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand · Accepted solution]

Stats all look good, ethernet connection is good, looking like a wifi only issue. Lets see the BQM link.

[MJN74]

Thanks John,

Should I wait for say 24 hours before posting to get a clearer guide?

[John_GS]

Hi MJN74

Thanks for posting. 

My apologies for the broadband issues. I've checked the system and there is an SNR (signal to noise ratio) work order on the account with the date of tomorrow on it. No fault number or reference however. The stats look fine barring 3 of the downstream levels out which I am not too worried with.

Leave the BQM running for the 24 hours and then post it, live BQM if you can. We can also check the open order on the system for you.

Best,

[MJN74]

No problem - will do.

Just out of interest, what is an SNR work order? Also, when I come to post the BQM tomorrow, how is the best way to upload it?

Thanks in advance

[jbrennand]

Under the BQM - click the "share live graph" button.

SNR = signal to noise ratio when that number falls - noise is starting to overwhelm the signal strength - and VM Techs work to try to trace and correct it

[Paulina_Z]

Hi @MJN74,

Thank you for getting back to us in regards to this issue. Thank you to @jbrennand for advising you on what the SRN outage is and on how to share the live graph on your BQM.

We're looking forward to seeing it.

Please keep us updated on your connection.

Thank you,