Intermittent internet connection - Superhub 3 Internet (Partial Service (US+DS))

[sarahc]

For the last 3 days we've had very intermittent internet connectivity. The Superhub router will stay connected for around 5-10 minutes and then lose the connection, the broadband/wifi lights flash and when logged into the router interface it's showing 'Internet(Partial Service (US+DS))'

Things I've tried as per other posts with a similar issue:

• Switching the router off including removing the power cable for 20 minutes, switching back on it does work for around 10 minutes but then does the same thing
• Double checking all cabling into the superhub ensuring theyr'e tight

Here is some more info and logs from 'Network Status':

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	379000000	Locked
Ranged Upstream Channel (Hz)	46199964	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	379000000	2	35	256 qam	31
2	251000000	1.7	25	256 qam	0
3	259000000	0.7	29	256 qam	16
4	267000000	1.2	32	256 qam	17
5	275000000	2.7	33	256 qam	18
6	283000000	3.5	36	256 qam	19
7	291000000	2.2	32	256 qam	20
8	299000000	2	28	256 qam	21
9	307000000	3.2	27	256 qam	0
10	315000000	3	28	256 qam	0
11	323000000	4	27	256 qam	0
12	331000000	4.5	27	256 qam	0
13	339000000	4.3	27	256 qam	0
14	347000000	4.5	28	256 qam	0
15	355000000	4.9	30	256 qam	28
16	363000000	4.5	32	256 qam	29
17	371000000	3	33	256 qam	30
18	387000000	0.7	36	256 qam	32

Downstream bonded channels

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

1	Locked	35	61	0
2	Locked	25.6	672	26784464
3	Locked	29.3	25568644	596455
4	Locked	32.5	1454013	0
5	Locked	33	337174	0
6	Locked	36.6	1	0
7	Locked	32.3	570973	0
8	Locked	28.7	21839651	4913835
9	Locked	27.9	24411	26765347
10	Locked	28.2	7558	26783085
11	Locked	27.1	680	26788745
12	Locked	27.3	650	26790478
13	Locked	27.3	726	26781005
14	Locked	28.2	2539303	24255284
15	Locked	30	21096211	30
16	Locked	32.2	285041	0
17	Locked	33	39364	0
18	Locked	36.6	0	0

Upstream bonded channels

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

1	46199964	40	5120	64 qam	9
2	32600000	41.5	5120	64 qam	11
3	39400017	42.5	5120	64 qam	10

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

Network Log

Time Priority Description

08/12/2021 15:49:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 15:49:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/12/2021 15:49:39

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Can you post them up in a new reply in this thread? - It's be interesting to see!

[sarahc]

Hey, here's the updated stats, hopefully they don't vanish!

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	379000000	2	38	256 qam	31
2	203000000	5.3	40	256 qam	9
3	211000000	4.3	38	256 qam	10
4	219000000	3.7	35	256 qam	11
5	227000000	3	37	256 qam	12
6	235000000	2	38	256 qam	13
7	243000000	1.5	38	256 qam	14
8	251000000	1.7	40	256 qam	15
9	259000000	0.7	38	256 qam	16
10	267000000	1.2	38	256 qam	17
11	275000000	2.7	38	256 qam	18
12	283000000	3.5	38	256 qam	19
13	291000000	2.2	38	256 qam	20
14	299000000	2	38	256 qam	21
15	307000000	3	38	256 qam	22
16	315000000	2.9	38	256 qam	23
17	323000000	3.9	38	256 qam	24
18	331000000	4.5	40	256 qam	25
19	339000000	4.3	38	256 qam	26
20	347000000	4.5	40	256 qam	27
21	355000000	4.9	38	256 qam	28
22	363000000	4.5	40	256 qam	29
23	371000000	3.2	38	256 qam	30
24	387000000	0.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	1472	0
2	Locked	40.3	1089	12
3	Locked	38.6	825	4
4	Locked	35.5	763	12
5	Locked	37.3	431	2
6	Locked	38.9	783	10
7	Locked	38.9	998	2
8	Locked	40.3	315	2010528
9	Locked	38.9	1920552	21708
10	Locked	38.9	70093	1
11	Locked	38.9	63140	2
12	Locked	38.9	95	0
13	Locked	38.6	17744	0
14	Locked	38.9	1833509	164133
15	Locked	38.9	1967	2002182
16	Locked	38.6	314	2014480
17	Locked	38.9	940	2015301
18	Locked	40.3	894	2013920
19	Locked	38.9	399	2015956
20	Locked	40.9	13926	2002958
21	Locked	38.9	1932011	1286
22	Locked	40.3	32619	0
23	Locked	38.6	5958	0
24	Locked	38.9	360	2

Upstream bonded channels

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

1	46199993	40	5120	64 qam	9
2	32600026	41.5	5120	64 qam	11
3	39400007	42.5	5120	64 qam	10

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

[lotharmat · Accepted solution]

OK - Looks like you have all 24 D/S channels back albeit with massive amounts of PostRS errors - The 3 U/S channels are a concern though!

I'd keep an eye on it following the cable re-pull!

[sarahc]

Fingers crossed the repull sorts it 😁 I'll post again with new stats if not and I may just end up ringing VM for a technician visit if still no better.

[lotharmat]

Sounds like the best plan! - The PostRS errors could be from noise ingress from the damaged cable that has been gradually getting worse!

[Zach_R]

Hi @sarahc,

I appreciate it's very inconvenient and irritating, and I do apologise, but I'm confident that the repull you've mentioned will certainly help to improve things for you.

If following the repull you're still having some notable issues, make us aware and we'll be more than happy to investigate further and can look at arranging a further technician visit for you if needed.

Let us know how the repull goes either way.

Thanks,