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capitanuk
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SH3 Modem mode connection dropping frequently

Hello,

Have superhub 3 running in modem mode. The last few days, the connection has been dropping multiple times a day. My Wifi router/internal network remains functional so it is definitely the Hub

Logs

Time

Priority

Description

16/07/2021 15:35:52

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 15:34:30

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 14:41:35

notice

LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 14:39:55

Warning!

RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 14:31:41

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 11:15:33

Warning!

RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 10:56:57

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 05:06:29

Warning!

RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 03:51:40

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

16/07/2021 02:04:30

Warning!

RCS Partial Service;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;

15/07/2021 10:35:17

Warning!

RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 21:02:4

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 21:00:42

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 20:18:50

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 20:18:21

critical

REG RSP not received;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 20:18:21

Error

T6 Timeout and retries exceeded;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 20:18:21

critical

Registration RSP rejected unspecified reason;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 20:18:21

critical

Registration RSP rejected message syntax error;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

14/07/2021 20:13:50

critical

No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

 

Upstream

Upstream bonded channels

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

14620000049.3512064 qam3
23940000048.3512064 qam4
33260000048.3512064 qam5
42580000047.5512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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jbrennand
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Re: SH3 Modem mode connection dropping frequently

Post up the 2 sets of data from the Downstream tab.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
capitanuk
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Re: SH3 Modem mode connection dropping frequently

Thanks for the reply

Here is the downstream tab

Downstream bonded channels

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

1227000000-736256 qam12
2139000000-5.736256 qam1
3147000000-5.537256 qam2
4155000000-5.537256 qam3
5163000000-5.536256 qam4
6171000000-5.437256 qam5
7179000000-5.237256 qam6
8187000000-5.736256 qam7
9195000000-5.737256 qam8
10203000000-6.237256 qam9
11211000000-5.937256 qam10
12219000000-6.537256 qam11
13235000000-7.536256 qam13
14243000000-736256 qam14
15251000000-736256 qam15
16259000000-6.537256 qam16
17267000000-6.737256 qam17
18275000000-6.437256 qam18
19283000000-6.537256 qam19
20291000000-5.537256 qam20
21299000000-5.537256 qam21
22307000000-537256 qam22
23315000000-5.237256 qam23
24323000000-4.737256 qam24



Downstream bonded channels

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

1Locked36.31174
2Locked36.6630
3Locked37.350
4Locked37.3180
5Locked36.6140
6Locked37.3120
7Locked37.3190
8Locked36.6120
9Locked37.3190
10Locked37.300
11Locked37.600
12Locked37.350
13Locked36.600
14Locked36.650
15Locked36.600
16Locked37.340
17Locked37.300
18Locked37.600
19Locked37.300
20Locked37.650
21Locked37.300
22Locked37.660
23Locked37.600
24Locked37.6170
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jbrennand
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Re: SH3 Modem mode connection dropping frequently

Ok there is an obvious issue on the connection. The down power levels are too low on several channels. Range is -6dBmV to +10dBmV. You have some postRS errors on channel one too.

You will need a tech visit to investigate. Call it in as a fault.

A VM person should respond on here in a day or so

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Steven_L
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Re: SH3 Modem mode connection dropping frequently

Hey @capitanuk,

 

Thanks for taking the time to post your issues on our forum pages.

 

As @jbrennand has said in the previous post, we do need to arrange a technician visit to resolve the issues that you're having.

 

I can get the visit booked in for you here but we need to take a few details via a private message, so that we can book it in for you. 

 

I will drop the private message over in a moment, so we can get started.

 

Regards,

Steven_L

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Steven_L
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Re: SH3 Modem mode connection dropping frequently

Thanks for letting us know @capitanuk and please do let us know how the engineer visit goes.

 

Thanks

Steven_L

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