Intermittent loss of connection packet loss superhub 3

[spud1962]

Hi. Over the past several days I have been experiencing multiple random broadband connection outages lasting from a few seconds to a minute or so. I've tried power cycling / resetting equipment, but the problem continues. No reports of any issues in the "service status" section or by phone to the outage line. Postcode is LE2 1XF.

I set up a monitor last night and the red spikes coincide with the outages.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6ad7d9cb1189a7e5dcbf991b4888a03b2d...

I am at a loss. Can you offer any assistance, please?

[Adduxi]

Post your power levels and network log.  It could be the levels are out of range.

[spud1962]

Downstream bonded channels

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

1	139000000	5.1	40	256 qam	1
2	147000000	5	40	256 qam	2
3	155000000	4.4	40	256 qam	3
4	163000000	4.1	40	256 qam	4
5	171000000	4.1	40	256 qam	5
6	179000000	4.5	40	256 qam	6
7	187000000	4.5	40	256 qam	7
8	195000000	4.1	40	256 qam	8
9	203000000	3.9	40	256 qam	9
10	211000000	4.4	40	256 qam	10
11	219000000	4.6	40	256 qam	11
12	227000000	4.6	40	256 qam	12
13	235000000	4.8	40	256 qam	13
14	243000000	4.6	40	256 qam	14
15	251000000	4.8	40	256 qam	15
16	259000000	4.5	40	256 qam	16
17	267000000	4.5	40	256 qam	17
18	275000000	4.5	40	256 qam	18
19	283000000	4.4	40	256 qam	19
20	291000000	4.3	40	256 qam	20
21	299000000	4.5	40	256 qam	21
22	307000000	4.4	40	256 qam	22
23	315000000	4.5	40	256 qam	23
24	323000000	4.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.3	2	21
3	Locked	40.3	0	0
4	Locked	40.9	6	0
5	Locked	40.3	0	0
6	Locked	40.9	5	0
7	Locked	40.3	5	0
8	Locked	40.3	4	0
9	Locked	40.3	0	0
10	Locked	40.9	5	0
11	Locked	40.9	6	0
12	Locked	40.9	6	0
13	Locked	40.3	4	0
14	Locked	40.9	6	0
15	Locked	40.9	0	0
16	Locked	40.3	5	0
17	Locked	40.3	5	0
18	Locked	40.9	4	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.9	5	0
22	Locked	40.3	6	0
23	Locked	40.9	5	0
24	Locked	40.3	5	0

Upstream bonded channels

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

1	39400000	36.7	5120	64 qam	2
2	46200000	37.5	5120	64 qam	1
3	32600000	36	5120	64 qam	3
4	25800015	35.8	5120	16 qam	4

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

01/05/2022 10:33:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 10:32:58	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 09:53:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 09:53:3	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 09:35:7	notice	SW download Successful - Via Config file
01/05/2022 09:32:50	notice	SW Download INIT - Via Config file
27/04/2022 23:14:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:38:51	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:38:35	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:37:38	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;
26/04/2022 23:33:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:33:23	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;
26/04/2022 23:31:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:31:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:31:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:31:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:31:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 23:31:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 16:22:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[spud1962]

details posted

[Kain_W]

Hi spud1962, 

Thanks for posting and welcome back to the community

Sorry for the issues faced, I can see that you've currently got another thread open also regarding this. 

From checking our service everything seems to be in spec, how is the service currently?

Thanks,

[spud1962]

Thank you for your msg and kind consideration and assistance with this issue.

Not had an outage since Saturday, despite an outage after a reset.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6ad7d9cb1189a7e5dcbf991b4888a03b2dcb4886-01-05-2022

 I conducted a hard reset and am currently running in ROUTER mode

I will monitor for the next few days and return to MODEM mode  - hopefully this is now stable 🙂

[Travis_M]

Hi @spud1962

Thanks for posting on our community forum!

Please do keep us updated, great to hear you are seeing an improvement 🙂

Regards