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;

[jbrennand]

Ouch... that looks dreadful. You probably need a Tech visit to remedy it. But can you do this first to check if it gets no better I will flag for VM to advise

Also try the known faults number to see if they know about it.... 0800 561 0061
__________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. 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 (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

-_____________________

Then tryt a pinhole reset as per..... 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. Passwords will reset to those on the sticker. See if that sorts it.

[sarahc]

Thanks John, one thing I hadn't checked is the wall box so I'll check that now.

One thing I should have mentioned is I'm expecting a visit from VM on the 14th but that's to do a cable repull as the outside cable was apparently showing some interference for the area and is likely damaged (this was advised about 4 weeks ago). However my internet has been absolutely fine, it's only the last few days that the intermittent connectivity issue started so I didn't think the two issues were related.

I can probably scrape through until the 14th with tethering from my phone, but I do work from home also so it's going to be a pain.

[jbrennand]

I have flagged for VM to come here and take a look at it

[Zach_R]

Hi @sarahc,

Thank you for your posts and welcome to our community forums. We're here to help.

I am so sorry to hear you're having some connection issues lately. I've used the details you provided to sign up to this forum to check over the line, and I can't see any problems being presented there that would explain this problem for you. Is this issue ongoing for you today?

If it is, would you mind setting up and providing us with a live BQM so we can check your connection there too?

Thanks,
 

[lotharmat]

I don't think BQMs are working at the moment..

Zach - are you not seeing the horrendous RxMER values or the lack of D/S channels and the 'only 3 U/S channels'

Regardless of BQM - that is one of the worst connections (stats-wise) I have seen on here!

[legacy1]

Yes downstream is a mess

[sarahc]

Thanks Zach for a very quick reply. Happy to give more info where it helps. I've also noticed the intermittency gets worse after around 2pm here, I don't know what significance that has to anything though. I've been online now all morning since 8am without a problem but that's been the case for the last few days. it tends to be a problem between 2-8pm every day.

What's interesting is my status has now changed to partial upstream only, I've got some updated stats for you here:

Downstream bonded channels

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

1	379000000	2	38	256 qam	31
2	203000000	5.4	40	256 qam	9
3	211000000	4.4	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	1.7	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	3	38	256 qam	23
17	323000000	4	38	256 qam	24
18	331000000	4.5	40	256 qam	25
19	339000000	4.4	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	38.9	1472	0
2	Locked	40.3	1089	12
3	Locked	38.9	825	4
4	Locked	35.7	762	12
5	Locked	37.3	431	2
6	Locked	38.6	782	10
7	Locked	38.6	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	38.6	95	0
13	Locked	38.6	17744	0
14	Locked	38.6	1833509	164133
15	Locked	38.6	1967	2002182
16	Locked	38.9	314	2014480
17	Locked	38.9	940	2015301
18	Locked	40.3	894	2013920
19	Locked	38.9	399	2015956
20	Locked	40.3	13926	2002958
21	Locked	38.9	1932011	1286
22	Locked	40.3	32619	0
23	Locked	38.9	5958	0
24	Locked	38.6	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

Network Log

Time Priority Description

09/12/2021 09:20:20	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:20:0	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:19:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:19:49	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:19:30	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:19:0	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:18:10	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 09:17:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[sarahc]

If you don't see any problems on the line at the moment, it may be worth you checking again later this afternoon when the intermittency normally starts (around 2pmish).

Edit: I've posted updated stats now to this thread and its been deleted. 

My update said that the issue normally starts around 2pm-ish but I'm not sure what significancy that has. I've been fine all morning since 8am to now without a drop out. 

The internet status is now showing partial service: US only.

[sarahc]

Thats weird I just posted up to date stats and more info and its disappeared from the thread.

The status has no changed to: Internet(Partial Service (US only))

Here are the updated stats again:

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