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Intermittent disconnections - seems worse under load

sw_19
Joining in

on ‎11-07-2023 14:47

New customer of a few weeks, have a Hub 3.0 in modem mode. Mostly working fine however I'm experiencing occasional drop-outs on the Hub which always recovers on its own, usually within a few minutes. Most recently this morning just before 9am, these times are 1 hour off:

11/07/2023 08:18:40Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 08:07:21Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 08:04:6Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 08:03:59ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 08:03:54Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:53:33Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:50:2criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:43:22Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:43:18ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:35:55Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:35:12Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:32:2Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:31:38Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:30:4Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:28:52Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:24:16Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:23:52Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:12:40Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 07:12:11Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;

So far it hasn't happened at all during the day whilst I'm working, using Teams and email all day. However I seem to be able to somewhat reliably trigger it by watching BBC iPlayer in UHD in the evening. When I've done this over the past few days watching Wimbledon UHD, I normally trigger this issue within about 30 minutes. Occasionally triggered in the evening watching YouTube and this morning I wasn't knowingly doing anything at the time however looking at my router traffic logging, there was 1.2GB of download at that time from my Nintendo Switch so it looks like it did some kind of update which triggered this morning's issue. 

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2 REPLIES 2

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

on ‎11-07-2023 16:00

Hi sw_19 👋

Thanks for posting, and welcome to our Community Forums.

I'm sorry to hear you've been experiencing problems with intermittent service. I've taken a look on our side and can see that some levels are out of specification, and will require a Technician to resolve them.

Please look out for my message in the top-right, white envelope or by tapping your profile picture and selecting "Messages", so I can assist you further.

Thanks,

Reece - Forum Team


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sw_19
Joining in

on ‎11-07-2023 17:55

An update - Reece_MH was very helpful and booked an appointment for me, but ahead of the engineer visit I wanted to fully rule out my own internal cabling. I moved the Hub from the office (where there was a coaxial socket) directly to the Telewest box and in doing so, removed a splitter which had been inside my wall feeding two coaxial sockets in the living room and office. The problem seemed solved, and I am not getting dropouts anymore. Then I reconnected the office socket directly to the Telewest box and moved the Hub back to the original location (thereby just removing the splitter) and once again it seems to be working fine. 

So I suspect the splitter which was part of my home cabling may be the root cause of the issue. Since I don't have Virgin Media TV I don't need the living room socket connected but I will buy a new coax splitter and see if I can reconnect both sockets whilst maintaining good service.

Thank you Reece_MH for directing me towards the solution. 

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