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Hub3 packet loss and disconnections

Installed a Hub3 a couple of weeks ago. My broadband connection was unusable yesterday and today isn't looking much better. Spent 17 hours to VM on the chat app to get any kind of response and finally the guy "refreshed the signals" and rebooted the hub. Needless to say, it dropped out again 20 minutes later.

Monitor set up here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/278daefd0da65cc7ca7019c9f515bbb50678802f

 

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Message 2 of 26
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Re: Hub3 packet loss and disconnections

You >> BQM >> is a mess.

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

 

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 3 of 26
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Re: Hub3 packet loss and disconnections

Hi,

Downstream bonded channels

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

1331000000-238256 qam25
2203000000-1.240256 qam9
3211000000-1.239256 qam10
4219000000-1.440256 qam11
5227000000-1.538256 qam12
6235000000-1.738256 qam13
7243000000-1.938256 qam14
8251000000-1.940256 qam15
9259000000-1.940256 qam16
10267000000-240256 qam17
11275000000-239256 qam18
12283000000-238256 qam19
13291000000-1.939256 qam20
14299000000-1.538256 qam21
15307000000-1.740256 qam22
16315000000-1.738256 qam23
17323000000-238256 qam24
18371000000-2.738256 qam26
19379000000-338256 qam27
20387000000-2.938256 qam28
21395000000-2.738256 qam29
22403000000-2.938256 qam30
23411000000-2.538256 qam31
24419000000-2.738256 qam32



Downstream bonded channels

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

1Locked38.95720287259480
2Locked40.351873282902718
3Locked39.352162132806790
4Locked40.351171562928585
5Locked38.950056053078251
6Locked38.950511692964295
7Locked38.952120762704389
8Locked40.352874092569712
9Locked40.354805632264382
10Locked40.355682782129488
11Locked39.857601771777158
12Locked38.959073171484754
13Locked39.860680761133190
14Locked38.66153511878000
15Locked40.36168311667686
16Locked38.96122966496373
17Locked38.95960200390217
18Locked38.9426635746941
19Locked38.9410418042512
20Locked38.9375741527227
21Locked38.9344150116621
22Locked38.931711198465
23Locked38.928903254564
24Locked38.924619681212

 

Upstream bonded channels

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

1326000245.1512064 qam5
2394000005.1512064 qam4
3462000005.1512064 qam3
4537000005.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000




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Message 4 of 26
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Re: Hub3 packet loss and disconnections

  Network Log

Time Priority Description

11/09/2020 11:20:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 10:54:6ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 10:44:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 10:04:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 10:03:28criticalReceived 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;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 07:20:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 02:35:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 02:35:2criticalReceived 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;
11/09/2020 02:30:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 01:03:42criticalReceived 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;
11/09/2020 00:26:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 22:16:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 21:28:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 21:05:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 21:04:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 19:39:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 19:39:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 19:39:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 26
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Re: Hub3 packet loss and disconnections

You have a lot of Pre & Post RS Errors, these should clear with a reboot using this method ...

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then check the error counts have gone to zero.

In an ideal world they will stay at zero or close to.

.

 

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 6 of 26
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Re: Hub3 packet loss and disconnections

Your upstream Power Levels are at max power of 51.0dBmV (the Hub reports 1 decimal place out)

I think there is a network problem on the other side of your Hub.

Can you go round all the accessible co-ax connections and ensure that they are finger tight.

Upstream bonded channels

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

1326000245.1512064 qam5
2394000005.1512064 qam4
3462000005.1512064 qam3
4537000005.1512064 qam2

 

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 7 of 26
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Re: Hub3 packet loss and disconnections

I powered down the hub for 5 mins (timed). Afterwards post RS errors are smaller but still six digits in most cases.

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Message 8 of 26
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Re: Hub3 packet loss and disconnections

Looks like I'm going to have to wait at least until tomorrow to speak to someone. Meanwhile I'll watch the monitor. Thanks for your advice so far.

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Message 9 of 26
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Re: Hub3 packet loss and disconnections

Put another Live Link to your BQM to the thread, and add one to every post that you make.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 10 of 26
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Re: Hub3 packet loss and disconnections

Here's the link to the live graph. Not sure how to get it to render.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/278daefd0da65cc7ca7019c9f515... 

 

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