on 14-02-2023 11:00
We’ve never had any problems with the hub 3 until recently when the network log shows an RPC time out error and we lose our broadband connection. This can happen every day but there is no set pattern. On occasion we lose connectivity following a Kernel/oops panic error, but generally connectivity comes back without any manual intervention. I always check the Virgin Media service status but there are never any outages in our area at the time.
At first we thought it was the hub, which we’ve had for a considerable time, and arranged for an engineer to install a new hub but it is still happening.
I’ve attached the downstream and upstream stats, network error logs and the BQM. Can anyone shed any light as to why this is happening?
Where I’ve rebooted the hub, the network log shows the date as 01/01/1970 which I understand is perfectly normal.
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | 2.2 | 37 | 256 qam | 1 |
2 | 147000000 | 2.7 | 37 | 256 qam | 2 |
3 | 155000000 | 2.5 | 38 | 256 qam | 3 |
4 | 163000000 | 2.7 | 38 | 256 qam | 4 |
5 | 171000000 | 2.9 | 38 | 256 qam | 5 |
6 | 179000000 | 3.2 | 38 | 256 qam | 6 |
7 | 187000000 | 3 | 38 | 256 qam | 7 |
8 | 195000000 | 3 | 38 | 256 qam | 8 |
9 | 203000000 | 3 | 38 | 256 qam | 9 |
10 | 211000000 | 3 | 38 | 256 qam | 10 |
11 | 219000000 | 3.2 | 38 | 256 qam | 11 |
12 | 227000000 | 3.4 | 38 | 256 qam | 12 |
13 | 235000000 | 3.4 | 38 | 256 qam | 13 |
14 | 243000000 | 3.7 | 38 | 256 qam | 14 |
15 | 251000000 | 3.5 | 38 | 256 qam | 15 |
16 | 259000000 | 3.5 | 38 | 256 qam | 16 |
17 | 267000000 | 3.7 | 38 | 256 qam | 17 |
18 | 275000000 | 4 | 38 | 256 qam | 18 |
19 | 283000000 | 3.9 | 38 | 256 qam | 19 |
20 | 291000000 | 4.6 | 38 | 256 qam | 20 |
21 | 299000000 | 5 | 38 | 256 qam | 21 |
22 | 307000000 | 4.9 | 38 | 256 qam | 22 |
23 | 315000000 | 5.4 | 38 | 256 qam | 23 |
24 | 323000000 | 5.6 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 37.6 | 17 | 0 |
2 | Locked | 37.6 | 6 | 0 |
3 | Locked | 38.6 | 6 | 0 |
4 | Locked | 38.9 | 4 | 0 |
5 | Locked | 38.9 | 4 | 0 |
6 | Locked | 38.9 | 18 | 0 |
7 | Locked | 38.9 | 5 | 0 |
8 | Locked | 38.6 | 4 | 0 |
9 | Locked | 38.6 | 5 | 0 |
10 | Locked | 38.9 | 7 | 0 |
11 | Locked | 38.9 | 5 | 0 |
12 | Locked | 38.6 | 6 | 0 |
13 | Locked | 38.9 | 5 | 0 |
14 | Locked | 38.9 | 6 | 0 |
15 | Locked | 38.6 | 6 | 0 |
16 | Locked | 38.9 | 6 | 0 |
17 | Locked | 38.6 | 5 | 0 |
18 | Locked | 38.9 | 6 | 0 |
19 | Locked | 38.9 | 0 | 0 |
20 | Locked | 38.9 | 6 | 0 |
21 | Locked | 38.9 | 0 | 0 |
22 | Locked | 38.9 | 6 | 0 |
23 | Locked | 38.9 | 3 | 0 |
24 | Locked | 38.9 | 5 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 36600000 | 48 | 5120 | 64 qam | 3 |
2 | 30100000 | 47.8 | 5120 | 64 qam | 4 |
3 | 43100000 | 48 | 5120 | 64 qam | 2 |
4 | 23600000 | 47.5 | 5120 | 16 qam | 5 |
5 | 49600000 | 48.3 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
Time | Priority | Description |
14/02/2023 10:08:4 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 09:07:38 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
13/02/2023 12:49:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
13/02/2023 12:49:29 | Warning! | RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
12/02/2023 17:27:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
12/02/2023 11:55:4 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 20:57:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 15:36:35 | notice | LAN login Success;CM-MAC=xx:db;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 15:16:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 15:14:36 | notice | LAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 14:37:44 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
10/02/2023 18:18:22 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
09/02/2023 16:50:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
09/02/2023 07:29:4 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 20:41:58 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
04/02/2023 10:34:30 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
19-02-2023 15:11 - edited 19-02-2023 15:13
Your last Upstream log showed a channel on 16 QAM. These should all be 64 QAM. Keep on eye on that as it will cause problems.
The ATOM restart is usually when the CPU is overloaded and it restarts to reset the load.
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on 16-02-2023 14:59
Hi Vintageden,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you've been having an issue with losing your broadband connection. Checking things this end, the hub is showing online and all power and signal levels are spot on. There is nothing to suggest an area fault is affecting you either.
I can see a few spikes in the BQM graph but are you able to post the live URL so we can monitor things this end?
Are you noticing the drop outs on all devices at the same time or just one?
How are you connecting to the broadband too?
When the dropouts occur, do you notice a different light pattern on the hub?
Pop back and let us know so we can help further.
Many thanks,
on 16-02-2023 17:02
Thank you for your reply.
Here is the link to the BQM:
The drop outs occur on all devices and for both hardwired devices and wireless. We have tried to work out if a particular device is causing the outage but there is no obvious pattern. Also when there is an outage my phone stays connected to Wi-Fi but under >Wi-Fi>settings it says ‘no internet connection.’
The hub light remains the same colour which is amber (as did the last hub we had).
on 19-02-2023 12:08
Hi @Vintageden,
Thanks for coming back to us.
I have ran some more tests and although Sam Knows reported 7 disconnections in the last week, there's been no drop outs since Friday.
Have you noticed any improvements over the weekend?
on 19-02-2023 14:20
So far so good, no disconnects since Friday but it is probably too early to say whether its been resolved. I'll monitor it during next week and give you an update then. Has the issue been fixed? What was the problem?
on 19-02-2023 14:42
It might be worth mentioning that I've noticed a few other errors in the network log now which I haven't seen before, namely T3 timeout errors, RCS partial service and SYNC timing error. The usual RPC timeout error which normally precedes the disconnect isn't in the log at all for the outage on Friday.
Time | Priority | Description |
18/02/2023 18:31:10 | notice | LAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
15/02/2023 09:45:47 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=xx:db;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 23:08:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 13:50:12 | Warning! | RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 13:45:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 12:41:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
19-02-2023 15:11 - edited 19-02-2023 15:13
Your last Upstream log showed a channel on 16 QAM. These should all be 64 QAM. Keep on eye on that as it will cause problems.
The ATOM restart is usually when the CPU is overloaded and it restarts to reset the load.
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on 19-02-2023 16:07
Thanks for your input.
I've checked the hub and there is one channel on 32 qam. I'll keep monitoring it.
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 36600000 | 47.8 | 5120 | 64 qam | 3 |
2 | 30100000 | 47.5 | 5120 | 64 qam | 4 |
3 | 43100000 | 47.8 | 5120 | 64 qam | 2 |
4 | 49600000 | 48 | 5120 | 64 qam | 1 |
5 | 23600000 | 47 | 5120 | 32 qam | 5 |
on 21-02-2023 18:22
Hey Vintageden, thanks for posting on our help forum and glad to see you've joined to the community.
Sorry to see you've been experiencing issues with your connection and internet access recently.
How are things looking since your last post on Sunday?
Has the issue re-occurred and have you noticed any improvements since you've located the channel issue?
Here to help, please give us a shout here if you need further support.
on 23-02-2023 10:07
Its been working well since the last outage until the network went down in the early hours at 00:17. It came back without any intervention my end about 10 minutes later. I've pulled off the network logs and I'm seeing a host of new error messages now.
Time | Priority | Description |
23/02/2023 09:58:46 | notice | LAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
23/02/2023 00:21:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
23/02/2023 00:19:29 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
23/02/2023 00:17:36 | Warning! | Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
23/02/2023 00:17:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
23/02/2023 00:17:31 | Warning! | RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
23/02/2023 00:17:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
22/02/2023 23:14:49 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |