on 13-12-2022 17:23
Hi all,
This place is really my last resort right now. I've been having constant random network dropouts all this year, and despite having atleast 6 engineers out, they've all failed to resolve the issue which has given me no choice but to raise a formal complaint. However, I'd still like to know what you all think, and whether you can see anything in the logs that I'm not seeing (still learning to read these logs). I'm pretty technical, I'm a senior software engineer with somewhat of a good understanding of networking, but when it comes to modem's and internally how they work, i'm out 🙂
Anyways, this is what each engineer has done so far when they have come out in somewhat of an order I remember;
You can clearly see the process is to swap stuff until it works and they can call it a day. This issue needs a proper network engineer which is why I raised the formal complaint recently because a year of this is just a p*** take.
Anyways, with the new superhub now installed from a couple days ago, this is its current logs;
Time | Priority | Description |
12/12/2022 18:18:23 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC= **:**:**:**:**:**;CMTS-MAC= **:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/12/2022 18:18:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= **:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/12/2022 11:12:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/12/2022 11:11:42 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/12/2022 11:11:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/12/2022 11:11:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/12/2022 11:11:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/12/2022 11:11:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 19:35:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 12:19:39 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 12:19:39 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 11:26:49 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 11:26:49 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 11:07:1 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2022 11:04:51 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:49 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:49 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:28 | Warning! | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:28 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
This is my thinkbroadband bandwidth quality monitor;
13/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a2dcb6ad5110aa052a28c231d1d465f1d...
11/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/2acdce616f8c2ceb12cd9515e37780f62f...
10/12/220 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/9238709e91015c22f70f5ed6131f1bf8b9...
09/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/9cb3e898e73c35a3ae35086ee662590aea...
08/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/a40fe05b8a67e2f37a5b5a5dce6715a36b...
Etc, you get the idea. Some days are worse than others, i've had about 5-6 drop outs before.
What do you all think?
Thanks,
Owen
on 13-12-2022 19:54
Forgot to add my Downstream and Upstream info;
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 5.1 | 40 | 256 qam | 25 |
2 | 339000000 | 5 | 40 | 256 qam | 26 |
3 | 347000000 | 5.1 | 40 | 256 qam | 27 |
4 | 355000000 | 5.3 | 40 | 256 qam | 28 |
5 | 363000000 | 5.3 | 40 | 256 qam | 29 |
6 | 371000000 | 5 | 40 | 256 qam | 30 |
7 | 379000000 | 5.3 | 40 | 256 qam | 31 |
8 | 387000000 | 5.3 | 40 | 256 qam | 32 |
9 | 395000000 | 5.5 | 40 | 256 qam | 33 |
10 | 403000000 | 5.5 | 40 | 256 qam | 34 |
11 | 411000000 | 5.5 | 40 | 256 qam | 35 |
12 | 419000000 | 5.5 | 40 | 256 qam | 36 |
13 | 427000000 | 5.3 | 40 | 256 qam | 37 |
14 | 435000000 | 5.1 | 40 | 256 qam | 38 |
15 | 443000000 | 5 | 40 | 256 qam | 39 |
16 | 451000000 | 5 | 40 | 256 qam | 40 |
17 | 459000000 | 5.3 | 40 | 256 qam | 41 |
18 | 467000000 | 5.4 | 40 | 256 qam | 42 |
19 | 475000000 | 5.6 | 40 | 256 qam | 43 |
20 | 483000000 | 5.9 | 40 | 256 qam | 44 |
21 | 491000000 | 5.9 | 40 | 256 qam | 45 |
22 | 499000000 | 5.8 | 40 | 256 qam | 46 |
23 | 507000000 | 5.9 | 40 | 256 qam | 47 |
24 | 515000000 | 6 | 40 | 256 qam | 48 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.3 | 1 | 0 |
3 | Locked | 40.9 | 7 | 0 |
4 | Locked | 40.3 | 3 | 0 |
5 | Locked | 40.3 | 5 | 0 |
6 | Locked | 40.3 | 6 | 0 |
7 | Locked | 40.3 | 6 | 0 |
8 | Locked | 40.9 | 6 | 0 |
9 | Locked | 40.9 | 5 | 0 |
10 | Locked | 40.3 | 8 | 0 |
11 | Locked | 40.3 | 6 | 0 |
12 | Locked | 40.3 | 6 | 0 |
13 | Locked | 40.3 | 8 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 40.3 | 9 | 0 |
16 | Locked | 40.9 | 7 | 0 |
17 | Locked | 40.3 | 5 | 0 |
18 | Locked | 40.3 | 18 | 0 |
19 | Locked | 40.3 | 4 | 0 |
20 | Locked | 40.3 | 7 | 0 |
21 | Locked | 40.3 | 6 | 0 |
22 | Locked | 40.3 | 7 | 0 |
23 | Locked | 40.9 | 6 | 0 |
24 | Locked | 40.3 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49599981 | 45.5 | 5120 | 64 qam | 1 |
2 | 23600021 | 45.5 | 5120 | 64 qam | 5 |
3 | 30099986 | 45.5 | 5120 | 64 qam | 4 |
4 | 36600002 | 45.5 | 5120 | 64 qam | 3 |
5 | 43099991 | 45.5 | 5120 | 64 qam | 2 |
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 |
5 | ATDMA | 0 | 0 | 0 | 0 |
on 16-12-2022 11:28
Hi @owen_a thanks for your post, although I'm sorry to hear of your concerns raised regarding your connectivity issues.
I've ran some checks for you, and I can see that all the logs are within specifications such as upstream/downstream levels, so there's no signs of any problems as things stand.
How have things been over the last few days for you?
Many thanks
on 16-12-2022 17:41
Hi Tom,
It's dropped 3-4 times a day since I wrote my original post. It has to be something more deeper within the network within my area. I'm sure others have complained of the same thing. It'll appear fine, but then drop. The superhub literally restarts.
This is the BQM from the 15th;
This is the 14th;
This is the 13th;
Thanks,
Owen
on 18-12-2022 17:58
Hi Owen, thanks for getting back to us! Sorry to hear you are still having issues.
I'm going to send you a PM so I can confirm a few account details and look into this further for you.
You can find the PM in the top right corner of the page in your Inbox.
We can then return to this public thread with an update when possible.
All the best!