Intermittent Internet - Criticals and Warnings

[MrMattHere]

Hi there!

Seen a few people with the intermittent Internet issue, thought it was my network until I saw the error logs on the Super Hub 3

This kind of stuff again

03/08/2021 22:07:50 critical SYNC Timing Synchronization failure - Loss of Sync;

Any idea if it can be fixed remotely? It was working great until about 2 weeks ago.

Cheers! 

[Andrew-G]

Network logs are always full of sinister looking warnings, and even the odd "critical" error is normal.  Repeated critical errors are not normal, and Partial Service is something you wouldn't want to see with any frequency.

The likely causes of a poor performance are noise or power level problems, and those can't be fixed remotely.  You can phone up and take your chances with the grim offshore support, personally I'd rely on this forum.  The only measures within your grasp are checking the coax lead into the hub is properly fixed and the securing nuts are finger tight, a simple reboot that you've probably already tried, and a pinhole reset that clears the hubs settings and reloads the firmware.

If those haven't worked then (after the hub has been running continuously for a good few hours since last restart, ideally 24 hours), connect to the hub by clicking on this link http://192.168.0.1/  (I'm assuming the hub is in normal router mode).  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts. If those are visible the staff here can book you a technician visit.

[MrMattHere]

Hi Andrew,

Cheers for the reply, been having Critical's for a while now, SuperHub3 is in Modem mode as... ehh... would rather have a Router with a bit more BEEF than the stock one so it's in Modem mode.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	202750000	-0.5	38	256 qam	9
2	138750000	1	38	256 qam	1
3	146750000	0.7	38	256 qam	2
4	154750000	0.4	37	256 qam	3
5	162750000	0.2	38	256 qam	4
6	170750000	0.2	37	256 qam	5
7	178750000	0	37	256 qam	6
8	186750000	0	37	256 qam	7
9	194750000	-0.2	38	256 qam	8
10	210750000	-0.5	38	256 qam	10
11	218750000	-0.4	38	256 qam	11
12	226750000	-0.5	38	256 qam	12
13	234750000	-0.5	38	256 qam	13
14	242750000	-0.5	38	256 qam	14
15	250750000	-0.7	38	256 qam	15
16	258750000	-0.7	38	256 qam	16
17	266750000	-0.4	38	256 qam	17
18	274750000	0	38	256 qam	18
19	282750000	0.4	38	256 qam	19
20	290750000	0.4	38	256 qam	20
21	298750000	0.5	38	256 qam	21
22	306750000	0.4	38	256 qam	22
23	314750000	0.4	38	256 qam	23
24	322750000	0.5	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	1171923	685319
2	Locked	38.6	6180835	2831054
3	Locked	38.6	2057137	1322727
4	Locked	37.3	4605018	1696057
5	Locked	38.6	7099672	3245066
6	Locked	37.6	1501804	1088627
7	Locked	37.6	6925151	2980284
8	Locked	37.6	4656309	1586541
9	Locked	38.9	1242065	752257
10	Locked	38.6	1118347	654521
11	Locked	38.6	1085075	631606
12	Locked	38.6	1095507	606803
13	Locked	38.9	1105161	600496
14	Locked	38.6	1012441	530949
15	Locked	38.6	932333	459274
16	Locked	38.6	933323	455517
17	Locked	38.6	980246	477599
18	Locked	38.9	911852	448762
19	Locked	38.9	774274	365796
20	Locked	38.6	733103	329457
21	Locked	38.6	769829	339227
22	Locked	38.9	711073	313264
23	Locked	38.9	654934	298110
24	Locked	38.6	620688	292896

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

1	53700137	43.8	5120	64 qam	2
2	39400044	43.8	5120	64 qam	4
3	46200010	43.3	5120	64 qam	3
4	60300000	44.8	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	43	0
2	ATDMA	0	0	143	0
3	ATDMA	0	0	141	0
4	ATDMA	0	0	144	0

Aye heard that phone support can be  abit iffy, so the forum is the happenin' place to be for all the cool cats. Done all the Coax stuff, reboots (was even convinced by Router was on the way out until I heard about the Network logs on the SuperHub3).

Will post the Network logs in another post

[MrMattHere]

Network Log

Time Priority Description

04/08/2021 10:48:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:48:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:45:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:44:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:44:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:44:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:43:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:43:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:43:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:43:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:43:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:42:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:35:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:35:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:35:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:35:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:32:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:31:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:31:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 10:31:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

That's the telecoms equivalent of the London Dungeon.  How long since the hub last had a reboot?  There's an "uptime" counter in the hub's admin pages if you can't recall.

[MrMattHere]

16 days, so this issue has been with me longer than 2 weeks, as I've rebooted everything since it started happening.

Guessing another reboot is in my future, hopefully this latest one will work as there has been work in the area in the last 2 days. 

[MrMattHere]

Still popping up it seems sadly. 

Time Priority Description

04/08/2021 21:07:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2021 21:07:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2021 20:30:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2021 20:30:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2021 20:30:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

I was asking about the reboot not in the expectation that it would cure anything here, but to understand the error counts - the counters are zeroed when you do a reboot, and doing that gives a clue to how fast the errors are cropping up, and whether they are continuing to do so.  DOCSIS is an error prone technology, and so the rate of increase is particularly important.  I'll flag your post for staff to advise, but they will need the hub in router mode to troubleshoot.  When you're running in modem mode (as I am too) the staff can't remotely interrogate the hub's data.

As a short term thing only, I suggest you put your own router in access point mode (only until this line fault is fixed) and the hub in router mode, that at least gives you good wifi, even if you have to put up with the hub's shonky router.  The staff will probably need the hub in router mode for at least 24 hours.  You're welcome to re-post the data here as well if you want community comment.

[Sofia_B]

Hi @MrMattHere.

Welcome to the community and thanks for your first post, we're happy to have you with us 🙂 

I'm very sorry to hear you're experiencing intermittent connection, I appreciate how frustrating this must be and we apologise for any inconvenience caused. 

I've managed to locate your account and I can see there is a short term connectivity issue causing intermittent service. Could you please ensure all white cables are connected securely to the Hub? 

If so, I'd advise setting up a Broadband Quality Monitor here. This will continually monitor the state of your connection and record any network drop outs. It does this 24/7/365 and will keep a visual record of your connection. I'd advise keeping this running for up to a week to get a good indication on how the connection is performing. Once you've done this, please post the live link on this thread and we'll take a look at this for you. 

Thanks, 

[MrMattHere]

Hi Sofia,

Sure here you go - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/36a780ae4c17bb5af4f1fdc6b105cc4b21defc95

It's really annoying as my work meetings keep cutting out and my online games keep dropping, hate taking a hit to my productivity and rank needlessly 😂