Intermittent connection since 19th July

[louij2]

Having issues where internet will drop off randomly, plugged in direct with a ethernet cable and have rebooted the SH3 twice. CCTV cameras constantly going offline all day and coming back on. Seems to be Upstream issue to me as uploads often fail.

Generally websites are very slow to load and sometimes don't load at all like there's no internet connection. As an example YouTube will load but only 1 video thumbnail loads and the rest are blank. Have tried a speedtest but all show's fine there. YouTube Videos are constantly buffering all day, having to watch on 240p to get viewable content.

Have had a VM engineer over in October where he replaced all the splitters and ran new coax to SH3.

[louij2]

Network Log
Time Priority Description
22/08/2021 11:05:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 11:05:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 11:04:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 11:04:11 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:56:15 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:55:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:55:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:50:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:50:52 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:45:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:45:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:43:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:43:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:42:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:42:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:41:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:41:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:41:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:41:33 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 10:40:13 critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 1.9 40 256 qam 21
2 139000000 2.5 40 256 qam 1
3 147000000 2.4 40 256 qam 2
4 155000000 2.2 40 256 qam 3
5 163000000 2.2 40 256 qam 4
6 171000000 2.2 40 256 qam 5
7 179000000 2 40 256 qam 6
8 187000000 2 40 256 qam 7
9 195000000 2 40 256 qam 8
10 203000000 1.9 40 256 qam 9
11 211000000 1.7 40 256 qam 10
12 219000000 2 40 256 qam 11
13 227000000 1.7 40 256 qam 12
14 235000000 1.5 40 256 qam 13
15 243000000 1.5 40 256 qam 14
16 251000000 1.4 40 256 qam 15
17 259000000 1 40 256 qam 16
18 267000000 1.5 40 256 qam 17
19 275000000 1.7 40 256 qam 18
20 283000000 1.4 40 256 qam 19
21 291000000 1.4 40 256 qam 20
22 307000000 1.5 40 256 qam 22
23 315000000 1.5 40 256 qam 23
24 323000000 2 40 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 7 0
2 Locked 40.3 4 19
3 Locked 40.9 6 0
4 Locked 40.3 3 0
5 Locked 40.9 6 0
6 Locked 40.9 4 0
7 Locked 40.9 4 0
8 Locked 40.9 5 0
9 Locked 40.9 5 0
10 Locked 40.9 5 0
11 Locked 40.3 6 0
12 Locked 40.9 8 0
13 Locked 40.9 6 0
14 Locked 40.9 5 0
15 Locked 40.9 7 0
16 Locked 40.3 5 0
17 Locked 40.9 7 0
18 Locked 40.3 6 0
19 Locked 40.9 5 0
20 Locked 40.9 7 0
21 Locked 40.9 6 0
22 Locked 40.9 5 0
23 Locked 40.9 4 0
24 Locked 40.9 5
0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25799852 43.8 5120 16 qam 6
2 32600012 44.3 5120 16 qam 5
3 39400000 44.8 5120 32 qam 4
4 46200000 44 5120 32 qam 3

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 68 2
2 ATDMA 0 0 17 1
3 ATDMA 0 0 17 0
4 ATDMA 0 0 2 0

[jbrennand]

That looks awful. Try the reset below and then see if things improve - particularly the Upstream T3's dont reappear and the channel's qam's should all be at 64.
_________________________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, 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. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again wait a few minutes till its intialised and then do a Hub “pinhole reset”..

First, make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

Note that your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. You may need to reconnect them. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub

See if that sorts it.

[Steven_L]

Hey @louij2

Welcome back to the community and thanks for taking the time to post your connection issue here on our forums.

I have been able to locate your account via your community profile and can see that there is an SNR issue in your area that was opened on the 19th under reference 

Regards,

Steven_L

[louij2]

Hi 

thanks for the update. 
my neighbours are all having the same issue and one was able to renegotiate the contract and get a cheaper price due to the poor service. Could someone contact me for the same. 

thanks

[Gareth_L]

Hello louij2

Sadly as a Forum Team we are not able to amend or change packages here 

As much as we would like to 

Our messaging service is a dedicated support line where you can discuss your issues by SMS text. We’re on hand to deal with any of the queries you’d normally call us to discuss.

Just send us a text, with a description of your problem to 07533 051809

Gareth_L