Need help figuring out if the below was external or internal e.g. is my hub dying?

[sjp123]

Hi - does the below match what was happening in the area at these times or do I need my hub looked at in more detail.

Will call in if there are more occurrences should it take a day or three for VM to respond.

Thanks in advance

Area 03 - SM3

Shout if you need more ID detail please

BQM's below, June 18th onward (the 18th was down at 7AM when the wife got up, not sure when it went down but I'm sure it was OK at bedtime on the 17th - the BQM didn't recover until I rebooted the hub at Noon)

June 20th

June 21st

June 22nd

June 23rd

June 24/25th

Live BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e337a23ad9c8656644efe26c9ddec2125f...

Logs & Status in subsequent replies - have exceeded character count.

[sjp123]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	195000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	195000000	7.8	37	256 qam	8
2	139000000	8.3	37	256 qam	1
3	147000000	8.3	37	256 qam	2
4	155000000	8	37	256 qam	3
5	163000000	7.9	37	256 qam	4
6	171000000	8	37	256 qam	5
7	179000000	8	37	256 qam	6
8	187000000	8	37	256 qam	7
9	203000000	7.8	37	256 qam	9
10	211000000	7.5	37	256 qam	10
11	219000000	7.5	37	256 qam	11
12	227000000	7.4	37	256 qam	12
13	235000000	7.4	37	256 qam	13
14	243000000	7	37	256 qam	14
15	251000000	7.3	37	256 qam	15
16	259000000	7.1	37	256 qam	16
17	267000000	7.4	37	256 qam	17
18	275000000	7	37	256 qam	18
19	283000000	7	37	256 qam	19
20	291000000	7	37	256 qam	20
21	299000000	7.6	37	256 qam	21
22	307000000	7.5	37	256 qam	22
23	315000000	7.5	37	256 qam	23
24	323000000	7.5	37	256 qam	24

[sjp123]

Downstream bonded channels

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

1	Locked	37.3	99	171
2	Locked	37.6	113	285
3	Locked	37.6	59	284
4	Locked	37.6	60	166
5	Locked	37.3	62	272
6	Locked	37.6	77	252
7	Locked	37.6	57	265
8	Locked	37.3	60	264
9	Locked	37.6	46	164
10	Locked	37.6	63	171
11	Locked	37.6	187	288
12	Locked	37.6	213	255
13	Locked	37.6	84	360
14	Locked	37.3	42	265
15	Locked	37.6	47	199
16	Locked	37.6	66	272
17	Locked	37.6	44	213
18	Locked	37.6	45	257
19	Locked	37.3	63	179
20	Locked	37.6	51	238
21	Locked	37.6	54	238
22	Locked	37.6	42	214
23	Locked	37.3	67	146
24	Locked	37.3	48	154

Upstream bonded channels

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

1	46200000	43.3	5120	64 qam	3
2	39400000	43	5120	64 qam	4
3	53700000	43.3	5120	64 qam	2
4	60300000	44	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	9	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	8	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	69834ncxv9873254k;fg87dsf

Primary Downstream Service Flow

SFID	374
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	373
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

23/06/2021 19:52:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:22:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 16:52:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:50:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:50:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:36:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:36:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:35:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:35:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:33:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:33:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:25:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Something amiss there ! BQM's look bad.

So firstly, have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing is reported on the 0800 then you need VM to take a look at the connection

[Paul_DN]

Hi sjp123,

Thank you for reaching out to us in our community and welcome, sorry to see you are having numerous issues with your connection.

I have found your account using the details we have for you and ran some diagnostic checks.

can you try a pin reset on the Router just to rule out a software issue, first check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

Regards

Paul.

[sjp123]

Thanks Paul - I will try to remember to do this before bed tonight.
Wish me luck, I am not renowned for remembering much these days 😬

[Paul_DN]

I will keep my fingers crossed for you, let us know how it goes once done, give it a little time and maybe run the BQM overnight afterwards?

Regards

Paul.

[sjp123]

It will be done immediately before bed and left for the night. BQM normally running 24/7.

Thanks

[sjp123]

Good grief, I remembered!

All back up and running OK within 30 minutes or thereabouts.

BQM's since the 25th just so they're recorded.

Will drop the status & logs into a further reply.

[sjp123]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	195000000	Locked
Ranged Upstream Channel (Hz)	60299942	Locked
Provisioning State	Online

Downstream bonded channels

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

1	195000000	8.3	37	256 qam	8
2	139000000	8.5	37	256 qam	1
3	147000000	8.6	37	256 qam	2
4	155000000	8.3	37	256 qam	3
5	163000000	8.1	37	256 qam	4
6	171000000	8.3	37	256 qam	5
7	179000000	8.3	37	256 qam	6
8	187000000	8.4	37	256 qam	7
9	203000000	8	37	256 qam	9
10	211000000	7.9	37	256 qam	10
11	219000000	7.9	37	256 qam	11
12	227000000	7.6	37	256 qam	12
13	235000000	7.6	37	256 qam	13
14	243000000	7.5	37	256 qam	14
15	251000000	7.6	37	256 qam	15
16	259000000	7.5	37	256 qam	16
17	267000000	7.6	37	256 qam	17
18	275000000	7.5	37	256 qam	18
19	283000000	7.4	37	256 qam	19
20	291000000	7.4	37	256 qam	20
21	299000000	7.9	37	256 qam	21
22	307000000	7.6	37	256 qam	22
23	315000000	7.8	37	256 qam	23
24	323000000	7.8	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	6	0
2	Locked	37.6	7	0
3	Locked	37.6	7	0
4	Locked	37.3	6	0
5	Locked	37.6	5	0
6	Locked	37.6	7	0
7	Locked	37.6	7	0
8	Locked	37.3	7	0
9	Locked	37.6	4	0
10	Locked	37.3	9	0
11	Locked	37.3	8	0
12	Locked	37.3	5	0
13	Locked	37.6	8	0
14	Locked	37.6	1	0
15	Locked	37.3	6	0
16	Locked	37.6	8	0
17	Locked	37.6	5	0
18	Locked	37.3	9	0
19	Locked	37.3	8	0
20	Locked	37.6	7	0
21	Locked	37.3	7	0
22	Locked	37.6	6	0
23	Locked	37.3	5	0
24	Locked	37.3	5	0