Menu
Reply
Highlighted
elixirsol
Tuning in
180 Views
Message 1 of 12
Flag for a moderator

SuperHub3 losing connect most nights, and random factory resets

Hi all,

for over the last few weeks, my network connection has been disappearing most evenings (usually happens any time between 20:45 and 22:00. It affects both WIFi and hard-wired connections. FWIW, the WiFi signal seems fine when this happens (according to my phone), it's just that there is no connection to the internet.

Also, the last few days, my SH3 has been resetting to factory defaults at various times of the day (it trashes my WiFi SSIDs and admin password, and shows the "language selection" screen, when connecting to 192.168.0.1).

I called VM support - the fella there kept on harping on about my WiFi setup, saying that I really shouldn't have changed my SIDs from the default - no help whatsoever.

Having seen other posts on the forum, I have set up a monitor at thinkbroadband.com.

In the meantime, I am attempting to (it's my first time here!) post some router stats, in the hope somebody can help... Thanks in advance!

0 Kudos
Reply
elixirsol
Tuning in
179 Views
Message 2 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
39399953
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

1139000000-2.237256 qam1
2147000000-2.537256 qam2
3155000000-2.237256 qam3
4163000000-238256 qam4
5171000000-2.237256 qam5
6179000000-2.537256 qam6
7187000000-2.537256 qam7
8195000000-2.738256 qam8
9203000000-2.738256 qam9
10211000000-338256 qam10
11219000000-3.235256 qam11
12227000000-4.437256 qam12
13235000000-4.537256 qam13
14243000000-6.437256 qam14
15251000000-737256 qam15
16259000000-637256 qam16
17267000000-5.537256 qam17
18275000000-5.237256 qam18
19283000000-5.437256 qam19
20291000000-637256 qam20
21299000000-537256 qam21
22307000000-637256 qam22
23315000000-538256 qam23
24323000000-537256 qam24

 

Downstream bonded channels

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

1Locked37.615978071392839
2Locked37.32237792459364
3Locked37.617816861716518
4Locked38.918066812397934
5Locked37.318504389599448
6Locked37.6104393252575023
7Locked37.673210561693026
8Locked38.6903538267054
9Locked38.6545430132850
10Locked38.6458638125593
11Locked35.512305508163292
12Locked37.667830799079
13Locked37.6873498192025
14Locked37.3719966230785
15Locked37.6852229311073675
16Locked37.688068684953691
17Locked37.31112173413505899
18Locked37.639666100244689
19Locked37.34559967669022
20Locked37.3708429172972
21Locked37.6652042294940
22Locked37.6674395268569
23Locked38.649869763193
24Locked37.629199631441

 

0 Kudos
Reply
elixirsol
Tuning in
176 Views
Message 3 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Upstream bonded channels

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

1393999535.1512064 qam4
2537000204.975512064 qam2
3603000004.975512064 qam1
4462000535.025512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
elixirsol
Tuning in
175 Views
Message 4 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Network Log

Time Priority Description

20/03/2019 08:50:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 08:50:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 08:52:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 08:52:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:07:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:09:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:20:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:20:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:29:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:39:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:40:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:42:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:55:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 09:58:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
jbrennand
Hero
151 Views
Message 5 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Hopefully a superuser will comment soon - but the starts aren't "perfect'. One upstream channel is at the top of the range and the other 3 are high. There are also a few T3 timeouts in a short period of time. Also, there are a lot of post RS errors - which may be historical. So power off the Hub for a few minutes and go back in to check the counters have reset the errors to 0. Then check every hour/day or so to see if they are starting to build up again.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
elixirsol
Tuning in
143 Views
Message 6 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Thanks for replying - I don't have much understanding of the various stats, but have been keeping an eye on the "Post RS" errors. I bounced the hub less than two days ago (maybe just yesterday, in fact), so all those errors are recent. Have just had another look, and those errors are still rising fast - several channels have an additional ~200K errors since my earlier post.

Cheers

0 Kudos
Reply
jbrennand
Hero
136 Views
Message 7 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Ok - you have a fault that definitely needs at least a technician's visit. Calling it in will be a lot quicker than waiting here as the new VM staff here don't seem to have the authority to do it and will just send you chatting.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Forum Team
Forum Team
123 Views
Message 8 of 12
Flag for a moderator
Helpful Answer

Re: SuperHub3 losing connect most nights, and random factory resets

Hello elixirsol

Thanks for bringing this to our attention 

I have checked the downstream from here and we would need to get an an engineer booked out 

I have sent you a Private Message so we can get things moving 

Speak soon 

Gareth_L

Forum Team
Forum Team
89 Views
Message 9 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Thanks for passing security elixirsol

Can you let us all know how things are after the engineer has been round 

Gareth_L

Forum Team
Forum Team
63 Views
Message 10 of 12
Flag for a moderator

Re: SuperHub3 losing connect most nights, and random factory resets

Hi elixirsol

Quick message to see how the visit went this morning 

I have checked your downstream levels and they all look spot on now 

Looking forward to seeing how it is now for you

Gareth_L