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MJN74
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Hub 3 recent disconnections

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

1331000000740256 qam25
22670000005.640256 qam17
32750000005.940256 qam18
42830000005.940256 qam19
52910000005.840256 qam20
6299000000640256 qam21
73070000006.140256 qam22
83150000006.440256 qam23
93230000006.540256 qam24
10339000000740256 qam26
113470000006.940256 qam27
123550000006.440256 qam28
133630000006.640256 qam29
143710000006.843256 qam30
153790000006.840256 qam31
163870000006.540256 qam32
173950000006.340256 qam33
184030000006.340256 qam34
194110000006.440256 qam35
204190000005.940256 qam36
21427000000640256 qam37
224350000005.840256 qam38
23443000000640256 qam39
24451000000640256 qam40



Downstream bonded channels

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

1Locked40.950
2Locked40.340
3Locked40.960
4Locked40.960
5Locked40.940
6Locked40.960
7Locked40.960
8Locked40.950
9Locked40.940
10Locked40.960
11Locked40.970
12Locked40.950
13Locked40.940
14Locked43.350
15Locked40.370
16Locked40.9180
17Locked40.950
18Locked40.360
19Locked40.350
20Locked40.300
21Locked40.9210
22Locked40.9200
23Locked40.960
24Locked40.900

 

 
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MJN74
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Re: Hub 3 recent disconnections

Upstream bonded channels

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

15370000443.3512064 qam10
23939997443.3512064 qam12
34620003643.3512064 qam11
46030000243.3512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Hub 3 recent disconnections

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


Primary Downstream Service Flow
SFID278
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID277
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Hub 3 recent disconnections

Network Log

Time Priority Description

12/10/2021 17:32:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 17:28:22noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 22:38:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 20:52:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:51:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:50:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:35:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:21:24noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 19:13:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 14:03:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 13:58:29criticalReceived 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 13:56:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 03:01:49noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 16:44:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 19:02:29noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 09:01:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 01:17:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 03:02:41noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:44:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: Hub 3 recent disconnections

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

--------------------
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.
MJN74
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Re: Hub 3 recent disconnections

Thanks John,

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

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John_GS
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Re: Hub 3 recent disconnections

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,

John_GS
Forum Team


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MJN74
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Re: Hub 3 recent disconnections

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

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Re: Hub 3 recent disconnections

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

--------------------
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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Paulina_Z
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Re: Hub 3 recent disconnections

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,

Paulina_Z
Forum Team



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