Intermittent Drops Before and After Receiving New Hub 3

[mossbell]

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

1	515000000	-1	40	256 qam	48
2	139000000	-2.4	38	256 qam	1
3	339000000	-1.2	38	256 qam	26
4	347000000	-1.4	38	256 qam	27
5	355000000	-2.2	38	256 qam	28
6	363000000	-2.4	40	256 qam	29
7	371000000	-1.7	38	256 qam	30
8	379000000	-1.5	40	256 qam	31
9	387000000	-1.2	40	256 qam	32
10	395000000	-1	40	256 qam	33
11	403000000	-1.2	40	256 qam	34
12	411000000	-2.2	38	256 qam	35
13	419000000	-1.7	40	256 qam	36
14	427000000	-1.7	38	256 qam	37
15	435000000	-1.7	40	256 qam	38
16	443000000	-1.5	40	256 qam	39
17	451000000	-1	40	256 qam	40
18	459000000	-1.5	40	256 qam	41
19	467000000	-2.5	38	256 qam	42
20	475000000	-2.5	38	256 qam	43
21	483000000	-3.2	38	256 qam	44
22	491000000	-2.7	38	256 qam	45
23	499000000	-2.5	40	256 qam	46
24	507000000	-1.5	40	256 qam	47

Downstream bonded channels

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

1	Locked	40.3	15	0
2	Locked	38.6	1338	17
3	Locked	38.9	14	0
4	Locked	38.9	35	0
5	Locked	38.9	11	0
6	Locked	40.3	17	0
7	Locked	38.9	28	0
8	Locked	40.3	44	0
9	Locked	40.3	37	0
10	Locked	40.3	19	0
11	Locked	40.9	42	0
12	Locked	38.9	75	0
13	Locked	40.3	69	0
14	Locked	38.9	48	0
15	Locked	40.3	39	0
16	Locked	40.3	35	0
17	Locked	40.3	31	0
18	Locked	40.3	28	0
19	Locked	38.9	15	0
20	Locked	38.9	11	0
21	Locked	38.9	8	0
22	Locked	38.6	11	0
23	Locked	40.9	7	0
24	Locked	40.3	8	0

Upstream:

Upstream bonded channels

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

1

43100109

57

5120

64 qam

2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

Network Log

Time Priority Description

13/04/2024 19:42:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:59:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:59:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:58:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:58:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:57:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:57:12	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:56:0	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:55:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:55:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:54:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:54:31	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:49:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 18:49:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 14:16:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 14:16:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2024 14:15:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Alex_RM]

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]

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  

[mossbell]

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]

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]

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

1	49600063	57	5120	64 qam	1
2	23600017	54	5120	64 qam	5
3	30100004	54	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0

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]

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.

[John_GS]

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.

[Roger_Gooner]

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]

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