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Super Hub 3 keeps loosing connection

My Hub 3 keeps losing internet, it has been doing this constantly for the past few months since i upgraded from hub 2. I have done all the usual stuff such as restart, reset, modem mode on/off, but between 1 and 10 hours later it does it again. I also bought a separate WiFi router to solve the problem and was running the hub 3 in modem mode, but it happened today twice and yesterday as well.

Please can someone have a look at my logs/upstream/downstream and point me in the right direction.

many thanks 

Network Log

Network Log

Time

Priority

Description

16/02/2020 18:01:24

Warning!

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

16/02/2020 18:01:36

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:06:29

Warning!

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

16/02/2020 18:07:15

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:07:30

Warning!

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

16/02/2020 18:07:47

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:16:47

Warning!

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

16/02/2020 18:17:7

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:20:2

Warning!

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

16/02/2020 18:20:24

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:29:45

Warning!

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

16/02/2020 18:30:3

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:30:4

Warning!

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

16/02/2020 18:30:17

Error

Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:30:18

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:42:52

Warning!

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

16/02/2020 18:42:52

Error

DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2020 18:43:22

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:22

critical

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

16/02/2020 19:30:34

Warning!

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

 

 

 

 

 

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

419000000

-3.4

40

256 qam

30

2

187000000

-3.5

37

256 qam

7

3

195000000

-3.5

38

256 qam

8

4

203000000

-4

38

256 qam

9

5

211000000

-4

38

256 qam

10

6

219000000

-3.7

38

256 qam

11

7

227000000

-3.5

37

256 qam

12

8

235000000

-2.9

40

256 qam

13

9

243000000

-2.9

40

256 qam

14

10

251000000

-2.9

40

256 qam

15

11

259000000

-3

40

256 qam

16

12

267000000

-2.7

40

256 qam

17

13

275000000

-3

40

256 qam

18

14

283000000

-2.5

40

256 qam

19

15

291000000

-2.2

40

256 qam

20

16

299000000

-2.2

40

256 qam

21

17

307000000

-2.7

40

256 qam

22

18

315000000

-2.9

40

256 qam

23

19

323000000

-3.2

40

256 qam

24

20

379000000

-3

38

256 qam

25

21

387000000

-2.9

40

256 qam

26

22

395000000

-3.7

38

256 qam

27

23

403000000

-3.5

40

256 qam

28

24

411000000

-3.5

40

256 qam

29

 

 

 

 

 

 

 

 

 

 

 




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

9

0

2

Locked

38.6

33

0

3

Locked

38.9

23

0

4

Locked

38.9

11

0

5

Locked

38.6

17

0

6

Locked

38.9

15

0

7

Locked

37.3

17

0

8

Locked

40.9

9

0

9

Locked

40.9

7

0

10

Locked

40.3

3

0

11

Locked

40.9

3

0

12

Locked

40.3

11

0

13

Locked

40.3

4

0

14

Locked

40.3

5

0

15

Locked

40.3

10

0

16

Locked

40.9

11

0

17

Locked

40.3

2

0

18

Locked

40.3

7

0

19

Locked

40.9

2

0

20

Locked

38.9

3

0

21

Locked

40.3

11

0

22

Locked

38.9

3

0

23

Locked

40.3

8

0

24

Locked

40.3

0

0

 

 

 

 

 

 

 

 

 

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700012

5.4

5120

64 qam

2

2

60300004

5.4

5120

64 qam

1




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

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Re: Super Hub 3 keeps loosing connection

upstream is too high you need a tech to sort that - wait for VM to pick the thread up or ring - dont get involved if you do ring just tell them you need a tech

____________________

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Re: Super Hub 3 keeps loosing connection

Hi wynnyin,

 

Thanks for posting and welcome to the community. I'm very sorry to hear of the broadband issues. From running a check on our systems we do indeed need a technician visit. I'll PM you now the time booked in and how to reschedule if not a convienient slot.

 

Kind regards,

John_GS
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Re: Super Hub 3 keeps loosing connection

Hi wynnyin,

 

I've sent the PM with all the details now 🙂 let me know how everything goes or if you need further assistance.

 

Kind regards,

John_GS
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Re: Super Hub 3 keeps loosing connection

Ok thanks I will be in.

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Re: Super Hub 3 keeps loosing connection

Hi wynnyin,

 

How did the engineer visit go? 

 

Kind regards,

John_GS
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Re: Super Hub 3 keeps loosing connection

Hi the Engineer visit went well he removed a splitter and bad piece of cable remade the connection outside tested everything all OK.

I was waiting to see if the net drop's again before i posted but its been OK since he worked on it.

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Re: Super Hub 3 keeps loosing connection

@wynnyin 

Your connection drops were almost certainly due to the poor state of the upstream connections. What are the power levels looking like now after the engineer visit?

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