Forum Discussion

mossbell's avatar
mossbell
Tuning in
2 years ago

Intermittent Drops Before and After Receiving New Hub 3

Hey all,

Got a new hub as it was (seemingly) turning on and off -- got a refurb hub delivered (very quickly, which was impressive) and issue remains. Don't want to call an engineer out for an issue I can't replicate. Service status shows no issue in area. Wondering if I just got unlucky with a refurb hub or something else is afoot, many thanks.

The refurb Hub I received was not receiving power for the first 30 minutes - I assumed this was like a "first time boot" deal so not sure if relevant to this issue.

Downstream goodness:

Downstream bonded channels

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

1515000000-140256 qam48
2139000000-2.438256 qam1
3339000000-1.238256 qam26
4347000000-1.438256 qam27
5355000000-2.238256 qam28
6363000000-2.440256 qam29
7371000000-1.738256 qam30
8379000000-1.540256 qam31
9387000000-1.240256 qam32
10395000000-140256 qam33
11403000000-1.240256 qam34
12411000000-2.238256 qam35
13419000000-1.740256 qam36
14427000000-1.738256 qam37
15435000000-1.740256 qam38
16443000000-1.540256 qam39
17451000000-140256 qam40
18459000000-1.540256 qam41
19467000000-2.538256 qam42
20475000000-2.538256 qam43
21483000000-3.238256 qam44
22491000000-2.738256 qam45
23499000000-2.540256 qam46
24507000000-1.540256 qam47



Downstream bonded channels

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

1Locked40.3150
2Locked38.6133817
3Locked38.9140
4Locked38.9350
5Locked38.9110
6Locked40.3170
7Locked38.9280
8Locked40.3440
9Locked40.3370
10Locked40.3190
11Locked40.9420
12Locked38.9750
13Locked40.3690
14Locked38.9480
15Locked40.3390
16Locked40.3350
17Locked40.3310
18Locked40.3280
19Locked38.9150
20Locked38.9110
21Locked38.980
22Locked38.6110
23Locked40.970
24Locked40.380

Upstream:

Upstream bonded channels

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

14310010957512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA000

0

Network Log

Time Priority Description

13/04/2024 19:42:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:59:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:59:8criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:58:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:58:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:57:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:57:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:55:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:55:13criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:54:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:54:31criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:49:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:49:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 14:16:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 14:16:15criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 14:15:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

15 Replies

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    2 years ago

    Hi mossbell,

    Thanks for posting, and sorry to hear you're still having some connection issues. 

    Can you confirm if this is over a wired or wireless connection?

    Have you reset the hub since receiving it?

    Alex_Rm

    • mossbell's avatar
      mossbell
      Tuning in
      2 years ago

      Hi there,

      It's a wired connection and I have done the pinhole reset, connection was fine for the last few days until this morning. Dunno if it'll help but my BQM has been wildly inaccurate, showing a lot of red when the connection is fine. BQM  

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        2 years ago

        Good morning mossbell 

        Thanks for coming back to the thread.

        We can see that since the last update, you've called and booked a engineer visit in.

        Please let us know how this goes.

  • mossbell's avatar
    mossbell
    Tuning in
    2 years ago

    More issues today - for a couple of hours at least now. Did a pinhole reset (held for 60s) and turned everything off at the wall.

    The hub has a solid WiFi light, no double arrows and a flashing green bar at the bottom. It alternates between this and a solid WiFi light, flashing double arrows and a solid green bar at the bottom.

    I'm hoping that helps with any diagnosis, I don't know of any works done in the area that would've disrupted the connection to the house but you never know and I doubt VM would send me a faulty hub. Also checked service status and VM are reporting no issues in my area.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    Your upstream DOCSIS 3.1 channel is failing.  It’s power level is through the roof which means it cannot properly coommiunicate with the VM end.

    If that’s still the case, the Forum Team can see this.  Perhaps you’ll repost the lates upstream stats.

    Btw, the Hub 3 is a rotten device with CPU issues and really isn’t my first choice for DOCSIS 3.1.

    • mossbell's avatar
      mossbell
      Tuning in
      2 years ago

      Hi thanks for your helpful reply,

      My upstream is currently blank but I suspect that is due to the fact that I have just done another pinhole reset at the request of customer service rep on the phone. I always assumed the hub you got was to match your package, unless they let you use third party modems - which would be an option for me moving forward honestly

      I've got an engineer coming out on Tuesday, if the issue temporarily fixes itself is there any way for the engineer to know what the issue is? The lady on the phone kept telling me I'd be charged if the engineer comes out and finds nothing wrong.

      EDIT: I unplugged it to make sure everything was in properly again and I accidentally dropped it onto my hard floor - plugged it back in and It's started working for now. A concerning fix but here's my upstream:

      Upstream bonded channels

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

      14960006357512064 qam1
      22360001754512064 qam5
      33010000454512064 qam4



      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0020
      2ATDMA0000
      3ATDMA0000

      DOUBLE EDIT: 

      The top row of each upstream table has disappeared so I'm only showing the bottom two for each table

       

      Many thanks!

       

       

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    Your upstream is totally borked and nothing is working properly.  That's your evidence and there will be no £25 charge.  You should have 5x upstream DOCSIS 3.0 channels and 1x DDOCSIS 3.1.  The 3x D3.0 channels you do have are at their power limits, which are commanded from the VM end.  Your hub will be soft resetting every time those power levels occur (and after 16x unsuccessful T3 events).

    It is worth checking with your neighbours to see if they have this problem.  If not, the Hub 3 becomes suspect.

    EDIT:  They ask you to pinhole reset - you have to do it because otherwise you're ignoring advice.  But it's useless advice as it achieves nothing and uses up 20 minutes+ of your life as it drags the latest firmware down again.  It's a muppet thing that they ask and the Forum Team isn't beyond requesting this.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    But Seph, surely only the hubs after the hub 3 support DOCSIS 3.1, and the hub 3 which the OP has supports only DOCSIS 3.0.

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      2 years ago

      Spot on Roger. I should read more slowly and not mistake a single upstream channel (D3.0) for a D3.1 channel. Thanks. 

  • mossbell's avatar
    mossbell
    Tuning in
    2 years ago

    It seems I was premature with my contentment, two more disconnects today. Exact same in nature; box seemingly turning off and back on. I noticed a nice crack in the hub case today covered by the (maybe strategically placed) WIFI details sticker - probably unrelated but it tickled me.


     

    Upstream bonded channels

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

    12359998851512064 qam5
    23009995452.5512064 qam4



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000

     

    Downstream bonded channels

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

    13310000001.938256 qam25
    21630000000.538256 qam4
    33390000001.740256 qam26
    43470000001.940256 qam27
    53550000001.740256 qam28
    6363000000140256 qam29
    73710000001.440256 qam30
    83790000001.740256 qam31
    9387000000240256 qam32
    103950000001.940256 qam33
    11403000000240256 qam34
    12411000000138256 qam35
    134190000000.540256 qam36
    14427000000140256 qam37
    154350000001.240256 qam38
    164430000001.740256 qam39
    174510000002.540256 qam40
    184590000001.940256 qam41
    194670000000.940256 qam42
    204750000000.740256 qam43
    214830000000.540256 qam44
    224910000000.940256 qam45
    23499000000240256 qam46
    245070000002.540256 qam47



    Downstream bonded channels

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

    1Locked38.980
    2Locked38.91770
    3Locked40.310
    4Locked40.380
    5Locked40.340
    6Locked40.340
    7Locked40.350
    8Locked40.370
    9Locked40.360
    10Locked40.350
    11Locked40.340
    12Locked38.910
    13Locked40.300
    14Locked40.350
    15Locked40.300
    16Locked40.300
    17Locked40.350
    18Locked40.950
    19Locked40.900
    20Locked40.360
    21Locked40.340
    22Locked40.300
    23Locked40.350
    24Locked40.910

    Network Log

    Time Priority Description

    30/04/2024 15:11:50criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:11:50ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:11:50criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:11:50criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:10:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:10:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:10:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:10:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:10:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:10:16criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:09:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:09:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:09:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:09:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:08:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:08:16criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:05:27criticalReceived 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;
    30/04/2024 15:02:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 15:02:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/04/2024 14:24:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Sorry to hear the issue is ongoing mossbell We have had a look into this and we can see the disconnections in your service. For this reason, we are sending a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon.

      Thanks,

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    Well, it won't have been a "new hub" - rather a so-called refurbished Hub 3.  Btw, thjis isn't something that a field tech can solve.  

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    You have only two instead of the usual four upstream channels, and I believe that this could be the result of upstream power levels being too high.