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
on 24-02-2023 10:35
Definitely still not resolved. The broadband connection dropped again today at 10:05. Network log shows an RPC timeout error again and the hub had to be manually restarted to reconnect. I've also noticed that the upstream channel 5 is using 32 QAM instead of 64.
Not using anything apart from a PC running BQM and a couple of phones.
Here is the network log and upstream bonded channels:
Time | Priority | Description |
24/02/2023 10:24:53 | notice | LAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
24/02/2023 10:05:59 | 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; |
23/02/2023 11:17:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0; |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 36600000 | 48.3 | 5120 | 64 qam | 3 |
2 | 30100000 | 48 | 5120 | 64 qam | 4 |
3 | 49600000 | 48.8 | 5120 | 64 qam | 1 |
4 | 43100000 | 48.3 | 5120 | 64 qam | 2 |
5 | 23600000 | 47.5 | 5120 | 32 qam | 5 |
on 27-02-2023 08:47
Hi @Vintageden,
Thank you for your post and welcome to our forums 😊
I am sorry you have been having some issues with your service. I have checked our systems and all looks good, the devices have a good connection and your power levels look good.
Let us know how you are getting on, since your post.
Zoie
on 01-03-2023 09:36
Hi, so far so good, no further outages. Will carry on monitoring.
on 31-08-2023 20:00
It’s been a while but still not fixed. We’ve been monitoring which devices have been on when the hub goes down and narrowed it down to my husband’s PC. The difference between his PC and mine is he uses a secure VPN so it’s been switched off in case it’s been causing issues with the hub. It’s only been a few days but so far so good.
on 03-09-2023 08:24
Thanks for coming back to us Vintageden and I'm glad that you have been able to determine, what the issues are and have you had any further issues since you last posted?
Kind Regards,
Steven_L
on 03-09-2023 10:43
No not yet, the hub hasn’t gone down since last Tuesday. I’m still monitoring. Not sure why a secure VPN running on one hardwired PC would cause it to fail though.