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hub 3 timeouts and reboots

nvr
Joining in

For the last month or so I've been getting random reboots of the hub 3 again. This only started happening AFTER I had received emails/texts saying a problem was found and fixed with my connection.

The website service status says there are intermittent issues with my connection, but the automated phone service says there are no issues.

I have been in touch with live chat last week who delivered a new hub 3, which did not fix anything.

I posted about this issue sometime last year here which did seem to get resolved. However I now have the exact same symptoms the connection drops, green light appears, alongside the green broadband and green wifi flashing lights. After 5-10 minutes it reconnects.

The hub is now in modem only mode but I have only made that change recently after this issue had started

Network Log

Time Priority Description

29/07/2024 10:17:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:54:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:53:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:47:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:14:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:13:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:10:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:10:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:10:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:09:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:09:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:04:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:04:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 09:03:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 04:59:14criticalUnicast Ranging Received Abort Response - initializing MAC;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

132275000013.340256 qam24
219475000010.940256 qam8
32027500001140256 qam9
42267500001140256 qam12
523475000010.940256 qam13
625875000010.338256 qam16
726675000011.440256 qam17
827475000011.840256 qam18
928275000011.840256 qam19
102907500001240256 qam20
1129875000012.640256 qam21
1230675000012.940256 qam22
1331475000012.840256 qam23
1433075000013.540256 qam25
153547500001440256 qam28
163627500001440256 qam29
1738675000012.440256 qam32
1839475000011.540256 qam33
1941075000011.940256 qam35
2041875000012.140256 qam36
2152275000010.138256 qam37
2253075000010.440256 qam38
2353875000011.140256 qam39
245467500001138256 qam40



Downstream bonded channels

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

1Locked40.950
2Locked40.350
3Locked40.950
4Locked40.950
5Locked40.350
6Locked38.9120
7Locked40.350
8Locked40.350
9Locked40.350
10Locked40.960
11Locked40.980
12Locked40.360
13Locked40.300
14Locked40.350
15Locked40.940
16Locked40.950
17Locked40.9110
18Locked40.900
19Locked40.350
20Locked40.3120
21Locked38.640
22Locked40.300
23Locked40.340
24Locked38.9100

 

9 REPLIES 9

legacy1
Alessandro Volta

Connect just a PC to the hub in modem mode and get that working then https://www.wireshark.org/ with filter

port 67 or port 68 or arp or host 194.168.4.100

and wait for a drop in connection as you ping -t 194.168.4.100

Likely a faulty amp for your upstream so post that too

---------------------------------------------------------------

nvr
Joining in

here is the upstreams, i havent used wireshark before so will take a look at that

Upstream bonded channels

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

13660004349512064 qam3
22360000049512064 qam5
33009998149512064 qam4
44310002149512064 qam2
54960001449512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

legacy1
Alessandro Volta

When the next timeout happens check the T# counters without rebooting the hub

---------------------------------------------------------------

nvr
Joining in

Unfortunately the reboots are the problem, happens at random - latest:

Log

Time Priority Description

29/07/2024 16:03:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:03:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:03:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:03:31criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:03:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:03:11criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:02:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2024 16:02:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Down

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

133075000012.840256 qam25
22027500001340256 qam9
322675000012.440256 qam12
423475000012.340256 qam13
525875000011.840256 qam16
62667500001240256 qam17
729075000011.840256 qam20
829875000012.340256 qam21
932275000012.540256 qam24
1033875000012.540256 qam26
1134675000012.540256 qam27
1235475000012.940256 qam28
1336275000012.540256 qam29
143707500001240256 qam30
1537875000012.140256 qam31
1638675000012.540256 qam32
173947500001240256 qam33
1840275000011.540256 qam34
194107500001240256 qam35
2041875000012.140256 qam36
215227500009.938256 qam37
225307500001038256 qam38
2353875000010.940256 qam39
2454675000010.938256 qam40

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

1Locked40.3611144
2Locked40.31367343
3Locked40.31208288
4Locked40.31102330
5Locked40.9964255
6Locked40.3936289
7Locked40.3805242
8Locked40.3760206
9Locked40.9585359
10Locked40.3533199
11Locked40.3510183
12Locked40.3450149
13Locked40.3440141
14Locked40.3371235
15Locked40.3379123
16Locked40.3320127
17Locked40.3318152
18Locked40.3267174
19Locked40.325282
20Locked40.3231129
21Locked38.612772
22Locked38.98384
23Locked40.383192
24Locked38.911638

Up

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

13659999335.5512064 qam3
22360000035.5512064 qam5
33010000935.5512064 qam4
44309998337512064 qam2
54960000937512064 qam1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

nvr
Joining in

created a BQM which shows the dropouts

https://www.thinkbroadband.com/broadband/monitoring/quality/share/14603889da9d87d9cb038787fc07db845a9c4669-30-07-2024

Client62
Alessandro Volta

You need an engineer to sort out the signal levels, or perhaps need to restore a 10dB attenuator if that has been removed from the coax cable to the VM Hub 3.

Downstream power level should be between -7 to +7 with +10 dBmV as the absolute max,
every channel is too high.

Downstream bonded channels

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

132275000013.340256 qam24
219475000010.940256 qam8
32027500001140256 qam9
42267500001140256 qam12
523475000010.940256 qam13
625875000010.338256 qam16
726675000011.440256 qam17
827475000011.840256 qam18
928275000011.840256 qam19
102907500001240256 qam20
1129875000012.640256 qam21
1230675000012.940256 qam22
1331475000012.840256 qam23
1433075000013.540256 qam25
153547500001440256 qam28
163627500001440256 qam29
1738675000012.440256 qam32
1839475000011.540256 qam33
1941075000011.940256 qam35
2041875000012.140256 qam36
2152275000010.138256 qam37
2253075000010.440256 qam38
2353875000011.140256 qam39
245467500001138256 qam40

thank you for providing some clarity on what the issue is, I have just been able to book a technician through the app after waiting the 24hrs so we shall see if they are able to resolve it

nvr
Joining in

Update: technician arrived and replaced cabling, changed something in the cabinet outside, and even swapped the hub 3 for a hub 5. For the first day this worked great, but since then (the last three days) its now full of latency issues and some packet loss

Before I go through the hassle of the app or god forbid calling, can i get some VM eyes on this please

Swapping between router and modem modes makes no difference

Network Log

Spoiler

Network Log

Time Priority Description
06-08-2024 13:47:51warningRNG-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;
06-08-2024 13:47:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 13:46:51warningRNG-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;
06-08-2024 13:44:33noticeCM-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;
06-08-2024 13:44:07criticalReceived 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;
06-08-2024 13:42:32noticeCM-STATUS message sent. Event Type Code: 16; 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;
06-08-2024 13:41:11warningRNG-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;
06-08-2024 13:40:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:37:24warningRNG-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;
06-08-2024 11:33:10noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:33:10warningDBC-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;
06-08-2024 11:23:29warningRNG-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;
06-08-2024 11:23:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:23:25criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:23:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:23:11criticalReceived 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;
06-08-2024 11:10:11warningRNG-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;
06-08-2024 11:10:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:10:06criticalReceived 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;
06-08-2024 11:09:20warningRNG-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;
06-08-2024 11:09:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2024 11:09:10criticalReceived 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;
06-08-2024 11:08:23warningRNG-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;

Downstream

Spoiler
3.0
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000005.241QAM 25625
21380000006.741QAM 2561
31460000006.641QAM 2562
41540000006.441QAM 2563
51620000006.341QAM 2564
61700000006.141QAM 2565
71780000006.141QAM 2566
81860000006.241QAM 2567
91940000006.241QAM 2568
102020000006.141QAM 2569
112100000006.141QAM 25610
12218000000641QAM 25611
132260000005.741QAM 25612
142340000005.241QAM 25613
152420000004.140QAM 25614
16250000000340QAM 25615
172580000004.341QAM 25616
182660000004.941QAM 25617
192740000004.941QAM 25618
202820000004.941QAM 25619
21290000000541QAM 25620
222980000005.141QAM 25621
233060000005.241QAM 25622
243140000005.341QAM 25623
253220000005.341QAM 25624
263380000005.541QAM 25626
273460000005.741QAM 25627
283540000005.841QAM 25628
293620000005.941QAM 25629
303700000005.841QAM 25630
31378000000541QAM 25631
323860000003.841QAM 25632

3.0
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4182451932
2Locked41142636004
3Locked41334669399
4Locked412989510815
5Locked413438310364
6Locked41346859849
7Locked41265656326
8Locked41271475848
9Locked41304297665
10Locked41253766839
11Locked41198994437
12Locked41247854338
13Locked41225525470
14Locked41209234683
15Locked40239654544
16Locked40228943998
17Locked41163182636
18Locked41168073149
19Locked41141062299
20Locked41144352797
21Locked41127891680
22Locked41113221993
23Locked413580867
24Locked4185951262
25Locked4173161339
26Locked416072977
27Locked4160381054
28Locked4143611062
29Locked411883643
30Locked4143081042
31Locked413632910
32Locked413815826

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked425.0620784380860

Upstream

Spoiler
3.0
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000465120QAM 641
14310000045.55120QAM 642
23660000046.55120QAM 643
33010000044.55120QAM 644
42360000044.35120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0600
1ATDMA0600
2ATDMA0600
3ATDMA0600
4ATDMA0613334

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61039.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000

nvr
Joining in

bump, and also live graph link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/447071323aceb6eeeb1685883fd8b7a096613b89