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Regular connection dropout Hub4

reidm99
Up to speed

Currently on Volt Gig1 (with 52 Mbps upstream).

Since early on Monday morning (2022-08-21), I have been experiencing regular internet disconnects at appx. half-hourly intervals.
These last from a couple of seconds to appx 30 seconds.
I didn’t notice this until late Monday night when attempting to play online gaming.

I only have PC, printer and one V6 box connected via ethernet and another V6 box and mobile connected via wi-fi, so nothing too strenuous.

I have rebooted my PC, Hub4 (3x) and  performed a hard reset on the Hub4 (3x). 
Aside from that I  I have also checked the head-end, all coax connections etc.

The first time I performed a hard reset, it actually triggered a software update which I thought might solve the problem, but no.

When I check the online service status it doesn’t find a fault in my area, but further checking the broadband, it states:

“Looks like there's still an issue with your connection
We're looking into it. Check back here after * hours and if there's still an issue we'll help you book a technician.”   
* Currently at 3 hours.

The Hub4 diagnostic tool reports:
1        Your broadband connection is working.
2        Gateway IPv4 address is valid.
3        Your broadband connection is ready.
4        The temperature of your Hub 4 is normal.
5        There is no telephone service.

Network Log

Time Priority Description

Tue Aug 23 15:21:34 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 15:21:40 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 15:21:56 20226US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 17:13:12 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 17:42:58 20226US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:13:49 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:13:57 20226US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:47:40 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 19:17:00 20226US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:38:53 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:38:58 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:39:08 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:39:08 20226US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:48:32 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 21:11:00 20226US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 22:16:12 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 22:46:05 20226US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

 

 

90 REPLIES 90

Hi John, thanks for the replay, I'll keep monitoring the situation.

Thanks reidm99, let us know if you need us further and we'll be happy to help. 

 

Rob

Well the 20th has been & gone. 
Status line report complex issue with Broadband in my immediate area so presumably F010542174 resolution has moved to a future.

https://www.thinkbroadband.com/broadband/monitoring/quality/31973178657c5bc99903bd2f4cd00ee30df6f6e0... 

Hi @reidm99 thanks for getting back to us.

I am sorry your internet connection issue is ongoing and for any inconvenience this may be causing your household. We've checked our systems from our side and I am sorry. The outage impacting your area has an extended estimated fix time. The new estimated fix date/time is 28th March at 9:00am.

Regards

Lee_R

28th has gone - the Status phone line still reports a 'complex issue' in my postcode .

Connexion isn't 'bad' - see BQM, but DS power levels seem high although within tolerance.
Nothing I can, but will report back if something drastic happens or issue is fixed.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/501a243cb089ea47099aa98f000f038e99... 

 

Hi @reidm99,

Thank you for the update on your services on your end. I'm so sorry to hear that you're continuing to experience issues.

I've checked over things on our systems, and it appears that there's a known fault that we're currently working on with a current estimated fix date/time of approximately 9:35am on Wednesday 12th April.

If the issues continues after this time has passed, let us know and we'll take another look.

Thanks,
 


Zach - Forum Team
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Well, the 12th came and went the status phone line still reported BB & TV complex issue -
until today 2023-04-14 when it said that there would be a loss of service until 6pm. 
I didn't see this loss of service, but since the hub 
Looking at the BQM and network log it shows that the Hub was remotely restarted at 8 am this morning.
However, I am now getting T3 timeouts on the US channels and the DS channels seems to increasing in power levels.
The US channels keep switch between 32 QAM & 64 QAM [no idea about the 3.1 channel as the Hub5 doesn't show any data].

reidm99_0-1681501045061.png

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

3.1

Config file

Bsgvca69834ncxv9873254k;f

Primary Downstream Service Flow

SFID

799

Max Traffic Rate

1200000450 bps

Max Traffic Burst

42600bytes

Min Traffic Rate

0 bps

Primary Upstream Service Flow

SFID

798

Max Traffic Rate

55000270 bps

Max Traffic Burst

42600bytes

Min Traffic Rate

0 bps

Max Concatenated Burst

16320bytes

Scheduling Type

Best Effort

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000840QAM 25625
22750000008.540QAM 25618
32830000008.240QAM 25619
42910000008.440QAM 25620
52990000009.241QAM 25621
63070000009.440QAM 25622
73150000009.140QAM 25623
83230000008.440QAM 25624
93390000008.140QAM 25626
103470000007.940QAM 25627
113550000007.840QAM 25628
12363000000840QAM 25629
13371000000840QAM 25630
143790000007.940QAM 25631
153870000007.540QAM 25632
163950000007.140QAM 25633
174030000006.939QAM 25634
184110000006.439QAM 25635
194190000006.139QAM 25636
204270000005.939QAM 25637
214350000005.939QAM 25638
224430000005.839QAM 25639
234510000005.739QAM 25640
244590000005.639QAM 25641
254670000005.639QAM 25642
264750000005.639QAM 25643
274830000005.539QAM 25644
284910000005.439QAM 25645
294990000005.439QAM 25646
305070000005.138QAM 25647
315150000004.738QAM 25648

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4080
2Locked4010
3Locked4010
4Locked4010
5Locked4170
6Locked40100
7Locked40100
8Locked4020
9Locked4010
10Locked4040
11Locked4060
12Locked4080
13Locked4070
14Locked4040
15Locked4070
16Locked4070
17Locked3950
18Locked3950
19Locked3930
20Locked3930
21Locked3920
22Locked3920
23Locked3910
24Locked3920
25Locked3950
26Locked3950
27Locked3960
28Locked3940
29Locked3970
30Locked3840
31Locked38110

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000037.55120QAM 641
143100000375120QAM 642
23660000037.55120QAM 643
33010000038.85120QAM 644
42360000039.55120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA00210
2ATDMA00180
3ATDMA00180
4ATDMA00180

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
Bsgvca69834ncxv9873254k;f

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
799
1200000450 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
798
55000270 bps
42600bytes
0 bps
16320bytes
Best Effort

As I was trying to post the network log, I lost connection - though wi-fi was fine, websites reported a DNS error, 
Then the Hub started flashing red 🤔.
Anyway this is latest log as the previous entries from earlier today have been overwritten.
Whatever the supposed fix on the 12th and/or today have clearly not worked.

Network Log

Time Priority Description
14-04-2023 21:00:07noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 21:00:07warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 21:00:04noticeREGISTRATION COMPLETE - Waiting for Operational status
14-04-2023 20:59:58warningDynamic Range Window violation
14-04-2023 20:59:58warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:58warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:58warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:58warningDynamic Range Window violation
14-04-2023 20:59:58warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:58warningDynamic Range Window violation
14-04-2023 20:59:58warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:58warningDynamic Range Window violation
14-04-2023 20:59:58warningDynamic Range Window violation
14-04-2023 20:59:58warningDynamic Range Window violation
14-04-2023 20:59:58warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:58warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:53noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:40warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:59:38noticeHonoring MDD; IP provisioning mode = IPv4
14-04-2023 20:59:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:56:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:55:54warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:55:54warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:55:54warningDynamic Range Window violation
14-04-2023 20:55:54warningDynamic Range Window violation
14-04-2023 20:55:53warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:54:53warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:54:53warningDynamic Range Window violation
14-04-2023 20:54:53warningDynamic Range Window violation
14-04-2023 20:54:53warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:54:53noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2023 20:54:53warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;