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timboww
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Message 1 of 13
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Keep losing internet connection

Rather than hijack another thread I wonder if someone can cast their eyes over these details from Hub 3.0:

I am regularly losing connectivity, just for 15/30 seconds at irregular intervals.

Do I need to call or can someone from the Forum Team contact me?

Thanks in advance

15/08/2019 16:03:1criticalReceived 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;
15/08/2019 16:15:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 16:16:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 16:16:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 16:16:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 16:16:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 16:18:33criticalReceived 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;
15/08/2019 16:19:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 21:04:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 21:04:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 21:04:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 21:04:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 21:07:47criticalReceived 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;
15/08/2019 21:09:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 22:03:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 22:03:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 22:03:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 22:03:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 22:06:58criticalReceived 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;
16/08/2019 08:06:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

More data from Hub:

Downstream bonded channels

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

12990000004.138256 qam21
2139000000536256 qam1
31470000005.536256 qam2
41550000005.637256 qam3
51630000005.337256 qam4
61710000005.537256 qam5
71790000005.137256 qam6
81870000005.537256 qam7
9195000000538256 qam8
10203000000437256 qam9
112110000004.438256 qam10
122190000003.736256 qam11
132270000003.537256 qam12
14235000000337256 qam13
152430000003.437256 qam14
162510000003.538256 qam15
172590000003.738256 qam16
182670000003.738256 qam17
192750000003.438256 qam18
202830000003.738256 qam19
212910000004.338256 qam20
223070000003.738256 qam22
233150000003.238256 qam23
243230000002.438256 qam24



Downstream bonded channels

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

1Locked38.61490
2Locked36.61044195
3Locked36.6590
4Locked37.61720
5Locked37.619110
6Locked37.616518
7Locked37.6363118
8Locked37.6395165
9Locked38.646673
10Locked37.6825212
11Locked38.6464120
12Locked36.61910
13Locked37.648062
14Locked37.6701127
15Locked37.61837
16Locked38.6550
17Locked38.918544
18Locked38.919115
19Locked38.616752
20Locked38.61453
21Locked38.9130
22Locked38.625148
23Locked38.623065
24Locked38.628082
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Tudor
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Message 2 of 13
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Re: Keep losing internet connection

Please post your upstream power levels.


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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timboww
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Message 3 of 13
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Re: Keep losing internet connection

Hi, thanks for replying.  I have reset the hub since the original post, so here are the latest figures:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 2.5 38 256 qam 24
2 139000000 5.1 37 256 qam 1
3 147000000 5.5 37 256 qam 2
4 155000000 5.8 37 256 qam 3
5 163000000 5.3 37 256 qam 4
6 171000000 5.5 37 256 qam 5
7 179000000 5.3 37 256 qam 6
8 187000000 5.6 37 256 qam 7
9 195000000 5 38 256 qam 8
10 203000000 4.1 37 256 qam 9
11 211000000 4.5 38 256 qam 10
12 219000000 3.7 37 256 qam 11
13 227000000 3.5 37 256 qam 12
14 235000000 3.2 37 256 qam 13
15 243000000 3.5 37 256 qam 14
16 251000000 3.5 38 256 qam 15
17 259000000 3.7 38 256 qam 16
18 267000000 3.7 38 256 qam 17
19 275000000 3.4 38 256 qam 18
20 283000000 3.7 38 256 qam 19
21 291000000 4.3 38 256 qam 20
22 299000000 4.1 38 256 qam 21
23 307000000 3.7 38 256 qam 22
24 315000000 3.2 38 256 qam 23



Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 235 29
2 Locked 37.3 450 49
3 Locked 37.3 212 2
4 Locked 37.6 53 0
5 Locked 37.6 163 22
6 Locked 37.6 232 20
7 Locked 37.3 573 31
8 Locked 37.6 666 92
9 Locked 38.6 361 0
10 Locked 37.6 478 43
11 Locked 38.6 228 29
12 Locked 37.6 88 2
13 Locked 37.3 274 23
14 Locked 37.6 326 42
15 Locked 37.6 157 1
16 Locked 38.6 64 0
17 Locked 38.6 201 17
18 Locked 38.6 134 0
19 Locked 38.9 232 27
20 Locked 38.9 190 10
21 Locked 38.9 28 2
22 Locked 38.9 154 13
23 Locked 38.9 196 16
24 Locked 38.9 234 27


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.425 5120 64 qam 4
2 46200000 4.45 5120 64 qam 3



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


Network Log
Time Priority Description
15/08/2019 22:06:58 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;
16/08/2019 08:06:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:52:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:52:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:52:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:54:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:58:39 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;
01/01/1970 00:02:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 15:16:46 notice SW Download INIT - Via Config file
16/08/2019 15:19:0 notice SW download Successful - Via Config file
01/01/1970 00:02:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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timboww
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Message 4 of 13
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Re: Keep losing internet connection

Hi, thanks for replying.  I have reset the hub since the original post, so here are the latest figures:

Upstream bonded channels

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

1394000004.425512064 qam4
2462000004.45512064 qam3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

Network Log

Time Priority Description

15/08/2019 22:06:58criticalReceived 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;
16/08/2019 08:06:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:51:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:52:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:52:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:52:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:53:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:54:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 14:58:39criticalReceived 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;
01/01/1970 00:02:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 15:16:46noticeSW Download INIT - Via Config file
16/08/2019 15:19:0noticeSW download Successful - Via Config file
01/01/1970 00:02:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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timboww
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Message 5 of 13
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Re: Keep losing internet connection

and also updated Downstream data:

Downstream bonded channels

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

13230000002.238256 qam24
2139000000536256 qam1
31470000005.537256 qam2
41550000005.537256 qam3
5163000000537256 qam4
61710000005.537256 qam5
71790000005.137256 qam6
81870000005.537256 qam7
91950000004.838256 qam8
10203000000437256 qam9
112110000004.337256 qam10
122190000003.537256 qam11
132270000003.237256 qam12
142350000002.937256 qam13
152430000003.237256 qam14
162510000003.238256 qam15
172590000003.538256 qam16
182670000003.538256 qam17
192750000003.238256 qam18
202830000003.538256 qam19
21291000000438256 qam20
22299000000438256 qam21
233070000003.538256 qam22
24315000000338256 qam23



Downstream bonded channels

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

1Locked38.924329
2Locked36.653749
3Locked37.32182
4Locked37.3550
5Locked37.316922
6Locked37.623920
7Locked37.662231
8Locked37.669192
9Locked38.63800
10Locked37.650643
11Locked37.624429
12Locked37.61132
13Locked37.328023
14Locked37.634642
15Locked37.61651
16Locked38.9700
17Locked38.620717
18Locked38.61390
19Locked38.623927
20Locked38.919410
21Locked38.9282
22Locked38.915613
23Locked38.919916
24Locked38.924427
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Tudor
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Message 6 of 13
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Helpful Answer

Re: Keep losing internet connection

You should have 4 upstream channels not 2. Also the Pre (recoverable) and Post RS errors are high if you have just reset your hub. I believe you probably have a noise ingress problem. Call customer services and report the problem. 


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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timboww
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Message 7 of 13
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Re: Keep losing internet connection

Thanks Tudor
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timboww
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Message 8 of 13
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Re: Keep losing internet connection

OK, so just hung up with the support team! (called 150)

WOW, they just do not listen.

Move your devices closer to the hub!

We have made changes to the wireless settings on your hub, but they will take 24 / 48 to take effect!

Pre & Post RS errors are not an issue!

Now have to wait for an engineer to visit.

Forum Team, you may want to look into this.

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griffin
Alessandro Volta
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Message 9 of 13
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Helpful Answer

Re: Keep losing internet connection

There are still a quite a few VM areas that have not been upgraded to 4 upstreams, (mine included) so I wouldn't read too much into that.

The logs are showing the VM connection dropping which VM should investigate.

This is could be an intermittent issues as your stats (apart from the log) look fine. The RS errors are pretty low and do not suggest a persistent problem.

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timboww
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Message 10 of 13
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Re: Keep losing internet connection

Thanks Griffin
I reset the Hub, so RS errors are less than 24 hours old, if that makes a difference?
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