Intermittent connection / Losing connection to SH3

[pg7]

Hi,

I've recently started experiencing issues where the connection would drop on all wired/wireless devices. It would happen for a few seconds and then all devices would connect again but as someone working from home it's caused disruption while on calls etc.

I had an engineer, come out and investigate the issue on the 10th Feb 2022. He said the power levels were fine and couldn’t see any issues but ended up changing some cables outside of my property anyway. This appeared to have fixed the issue for about a day, when I started experiencing intermittent connectivity again.

Another engineer then came to further investigate the issue on the 18th Feb 2022 and ended up replacing the SH3 with an identical one. My connection was relatively stable for a day until I started experiencing the same issues again but I think it's become somewhat worse with the frequent Super Hub restarts/connection drops. I think it’s happened more than 10 times just today and it’s becoming impossible to work from home.

Please find attached SH3 Network logs + BQM below.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	2.7	38	256 qam	25
2	203000000	2.5	38	256 qam	9
3	211000000	2.4	38	256 qam	10
4	219000000	2.2	38	256 qam	11
5	227000000	2	38	256 qam	12
6	235000000	1.7	38	256 qam	13
7	243000000	2.2	38	256 qam	14
8	251000000	2.7	38	256 qam	15
9	259000000	2.5	38	256 qam	16
10	267000000	2.5	38	256 qam	17
11	275000000	2.2	38	256 qam	18
12	283000000	2.5	40	256 qam	19
13	291000000	2.7	38	256 qam	20
14	299000000	2.5	38	256 qam	21
15	307000000	2.5	38	256 qam	22
16	315000000	2.7	40	256 qam	23
17	323000000	2.9	38	256 qam	24
18	339000000	2	38	256 qam	26
19	347000000	2	38	256 qam	27
20	355000000	2.2	38	256 qam	28
21	363000000	2.2	40	256 qam	29
22	371000000	2	40	256 qam	30
23	379000000	2	38	256 qam	31
24	387000000	1.9	40	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	29	0
2	Locked	38.6	17	0
3	Locked	38.9	15	0
4	Locked	38.9	9	0
5	Locked	38.6	12	0
6	Locked	38.9	16	0
7	Locked	38.9	15	0
8	Locked	38.9	9	0
9	Locked	38.9	22	0
10	Locked	38.9	12	0
11	Locked	38.6	17	0
12	Locked	40.3	21	0
13	Locked	38.9	9	0
14	Locked	38.9	12	0
15	Locked	38.9	30	0
16	Locked	40.3	33	0
17	Locked	38.9	29	0
18	Locked	38.9	21	2
19	Locked	38.9	19	0
20	Locked	38.9	14	0
21	Locked	40.3	23	0
22	Locked	40.3	10	0
23	Locked	38.6	18	0
24	Locked	40.3	2	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46199979	41.8	5120	64 qam	11
2	39399976	41.8	5120	64 qam	12
3	53700004	43.3	5120	64 qam	10
4	60300017	43.3	5120	64 qam	9

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time	Priority	Description
23/02/2022 14:26:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2022 22:06:33	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2022 22:06:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2022 11:36:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2022 10:47:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2022 00:52:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2022 11:21:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2022 08:16:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:24:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 10:06:32	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 10:06:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:56:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:09:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:09:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:09:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:09:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:09:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 09:09:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 08:44:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 08:44:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

BQM -
https://www.thinkbroadband.com/broadband/monitoring/quality/share/743cf88a450c36ff7f52970e19a69e7485...

Thanks

[jbrennand · Accepted solution]

Stats all look good BQM is awful.

What devices do you have connected to the Hub by ethernet cable? Try disconnecting all ethernet cables from it and see if the BQM cleans up (perhaps overninght?).

If it does, swap all cables for new Cat6a/7 ones and switch the devices on one at a time and see whether the issues return when the devices are connected one at a time connected

Another thing you can try (if the Tech didnt!) is do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Disconnect all the connections and reconnect to be sure.

Also check that the internal wiring is ok with no kinking or chaffing breaks in insolation, check that all looks good with the outside cabling and wall box to - no nails piercing any sheathing etc.

[pg7]

Thanks for the quick response.
Just a NVR box for the CCTV cameras. I've disconnected the ethernet cable so will give it 24 hours to see if that will make a difference. When I disconnected the ethernet cable I've noticed that it was CAT 5E (probably left by the previous owner)

[jbrennand]

5e is capable of full speeds - but 6a/7 have better shielding from "crosstalk" at the connectors and interference - so worth getting that if you swap.