on 14-10-2021 16:20
Hello all,
Hope you can help me out, until recently we have had no problems in 5+ years. Two weeks ago we started getting connection issues, several times a day the connection would drop out, we restarted the superhub and the connection would reset, down time ~15-20 minutes in total. We called and complained about these and 2 days ago an engineer called, he said that some of the wiring was very old and replaced all the internal wires and exchanged the suberhub for a new one. Unfortunately this has made the issue much worse, the last two days we have in total lost internet for several hours.
Now when our connection drops out restarting the hub takes 30-40 minutes for the connection to return. Here is a selection of the network log, it was working away in the same cycle from 13:19 - 13:57;
14/10/2021 13:20 | critical | REG RSP not received;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:20 | Error | T6 Timeout and retries exceeded;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:20 | critical | Registration RSP rejected unspecified reason;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:20 | critical | Registration RSP rejected message syntax error;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:19 | critical | REG RSP not received;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:19 | Error | T6 Timeout and retries exceeded;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:19 | critical | Registration RSP rejected unspecified reason;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:19 | critical | Registration RSP rejected message syntax error;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 13:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
The first day I called 150 when this issue was ongoing and a nice lady walked me through a hard reset and got the router connected in about 25 minutes. Today I left it and took my wife to work - so she can actually do her job. I called after returning, the connection was back up and so "no issue was found" with our connection, there is an unstable connection warning in the area, but our issue seems to me to be more than that.
There is clearly something wrong with the router/cabinet handshake, here are the up/down logs from the suberhub, down;
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 1.39E+08 | 0.2 | 40 | 256 qam | 1 |
2 | 1.47E+08 | 0.2 | 40 | 256 qam | 2 |
3 | 1.55E+08 | 0 | 40 | 256 qam | 3 |
4 | 1.63E+08 | 0.4 | 40 | 256 qam | 4 |
5 | 1.71E+08 | 0.2 | 40 | 256 qam | 5 |
6 | 1.79E+08 | 0.5 | 40 | 256 qam | 6 |
7 | 1.87E+08 | 0.4 | 40 | 256 qam | 7 |
8 | 1.95E+08 | 0.5 | 40 | 256 qam | 8 |
9 | 2.03E+08 | 0.4 | 40 | 256 qam | 9 |
10 | 2.11E+08 | 0.2 | 40 | 256 qam | 10 |
11 | 2.19E+08 | 0.4 | 40 | 256 qam | 11 |
12 | 2.27E+08 | 0 | 40 | 256 qam | 12 |
13 | 2.35E+08 | 0.2 | 40 | 256 qam | 13 |
14 | 2.43E+08 | 0.4 | 40 | 256 qam | 14 |
15 | 2.51E+08 | 0.9 | 40 | 256 qam | 15 |
16 | 2.59E+08 | 1.2 | 40 | 256 qam | 16 |
17 | 2.67E+08 | 1.4 | 40 | 256 qam | 17 |
18 | 2.75E+08 | 1.5 | 40 | 256 qam | 18 |
19 | 2.83E+08 | 1.4 | 40 | 256 qam | 19 |
20 | 2.91E+08 | 1.7 | 40 | 256 qam | 20 |
21 | 2.99E+08 | 1.9 | 40 | 256 qam | 21 |
22 | 3.07E+08 | 1.4 | 40 | 256 qam | 22 |
23 | 3.15E+08 | 2 | 40 | 256 qam | 23 |
24 | 3.23E+08 | 1.7 | 40 | 256 qam | 24 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 40.9 | 241805 | 50179 | |
2 | Locked | 40.9 | 158665 | 8332 | |
3 | Locked | 40.3 | 673253 | 124558 | |
4 | Locked | 40.3 | 1012660 | 301633 | |
5 | Locked | 40.3 | 143858 | 3683 | |
6 | Locked | 40.9 | 50152 | 169 | |
7 | Locked | 40.3 | 50962 | 181 | |
8 | Locked | 40.3 | 45304 | 195 | |
9 | Locked | 40.9 | 29728 | 42 | |
10 | Locked | 40.3 | 40436 | 177 | |
11 | Locked | 40.3 | 26383 | 0 | |
12 | Locked | 40.9 | 34778 | 112 | |
13 | Locked | 40.9 | 18825 | 8 | |
14 | Locked | 40.9 | 15973 | 4 | |
15 | Locked | 40.3 | 15541 | 4 | |
16 | Locked | 40.3 | 6449 | 0 | |
17 | Locked | 40.3 | 45076 | 70 | |
18 | Locked | 40.9 | 11894 | 0 | |
19 | Locked | 40.9 | 4578 | 0 | |
20 | Locked | 40.3 | 2589 | 0 | |
21 | Locked | 40.9 | 1130 | 0 | |
22 | Locked | 40.3 | 2129 | 24 | |
23 | Locked | 40.3 | 472 | 0 | |
24 | Locked | 40.3 | 1172 | 0 |
and up;
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 51 | 5120 | 32 qam | 2 |
2 | 53700000 | 51 | 5120 | 64 qam | 1 |
3 | 32599932 | 51 | 5120 | 64 qam | 4 |
4 | 39400000 | 51 | 5120 | 64 qam | 3 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
I hope someone can help out with whatever issues we have, we can't work from home with unreliable broadband. I've also setup a BQM if it is in any way helpful.
Thanks in advance,
Matt
on 14-10-2021 16:29
on 15-10-2021 17:53
John, many thanks for your help.
There was and is no fault on any of the service checkers, online or on the phone. So it seems everything should be working as normal.
I sorted a BQM and hard reset the superhub as you suggested and have waited nearly 24 hours to see the effects.
the BQM link is here, https://www.thinkbroadband.com/broadband/monitoring/quality/share/dd66c08f749e5d61898ace47587a9c4067... you can see where I hard reset at about 19:30.
The superhub logs are similar, but perhaps you can see something in them i can't;
down-
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 138750000 | 0.9 | 40 | 256 qam | 1 |
2 | 146750000 | 0.7 | 40 | 256 qam | 2 |
3 | 154750000 | 0.7 | 40 | 256 qam | 3 |
4 | 162750000 | 1 | 40 | 256 qam | 4 |
5 | 170750000 | 0.9 | 40 | 256 qam | 5 |
6 | 178750000 | 1 | 40 | 256 qam | 6 |
7 | 186750000 | 0.9 | 40 | 256 qam | 7 |
8 | 194750000 | 1 | 40 | 256 qam | 8 |
9 | 202750000 | 0.9 | 40 | 256 qam | 9 |
10 | 210750000 | 0.7 | 40 | 256 qam | 10 |
11 | 218750000 | 0.7 | 40 | 256 qam | 11 |
12 | 226750000 | 0.5 | 40 | 256 qam | 12 |
13 | 234750000 | 0.7 | 40 | 256 qam | 13 |
14 | 242750000 | 0.9 | 40 | 256 qam | 14 |
15 | 250750000 | 1.4 | 40 | 256 qam | 15 |
16 | 258750000 | 1.7 | 40 | 256 qam | 16 |
17 | 266750000 | 1.9 | 40 | 256 qam | 17 |
18 | 274750000 | 2 | 40 | 256 qam | 18 |
19 | 282750000 | 2 | 40 | 256 qam | 19 |
20 | 290750000 | 2.2 | 40 | 256 qam | 20 |
21 | 298750000 | 2.2 | 40 | 256 qam | 21 |
22 | 306750000 | 1.7 | 40 | 256 qam | 22 |
23 | 314750000 | 2.5 | 40 | 256 qam | 23 |
24 | 322750000 | 2 | 40 | 256 qam | 24 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 40.9 | 97843 | 7982 | |
2 | Locked | 40.9 | 9111 | 441 | |
3 | Locked | 40.9 | 61451 | 6865 | |
4 | Locked | 40.9 | 129885 | 18396 | |
5 | Locked | 40.3 | 9421 | 357 | |
6 | Locked | 40.3 | 1092 | 172 | |
7 | Locked | 40.9 | 1829 | 88 | |
8 | Locked | 40.9 | 9026 | 218 | |
9 | Locked | 40.3 | 2613 | 70 | |
10 | Locked | 40.3 | 7215 | 184 | |
11 | Locked | 40.3 | 6060 | 116 | |
12 | Locked | 40.3 | 4245 | 98 | |
13 | Locked | 40.3 | 1962 | 101 | |
14 | Locked | 40.9 | 403 | 68 | |
15 | Locked | 40.3 | 240 | 102 | |
16 | Locked | 40.9 | 1992 | 44 | |
17 | Locked | 40.3 | 7766 | 201 | |
18 | Locked | 40.9 | 4155 | 35 | |
19 | Locked | 40.9 | 121 | 29 | |
20 | Locked | 40.9 | 80 | 60 | |
21 | Locked | 40.9 | 47 | 18 | |
22 | Locked | 40.9 | 49 | 33 | |
23 | Locked | 40.3 | 116 | 18 | |
24 | Locked | 40.3 | 1043 | 36 |
Up -
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 51 | 5120 | 64 qam | 2 |
2 | 53700000 | 51 | 5120 | 64 qam | 1 |
3 | 32600000 | 51 | 5120 | 64 qam | 4 |
4 | 39400000 | 51 | 5120 | 64 qam | 3 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
and the network log shows the dropout at 21:30 that we also can see in the BQM - it didn't log the high latency/drop just before 20:00 or any of the later peaks.
14/10/2021 21:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 21:32 | Warning! | RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0; |
Any further advice would be great, perhaps there is something else i can do this end?
Many thanks again,
Matt
on 15-10-2021 20:46
Hi millsley
Thanks for posting - it needs a tech visit as the upstream is higher than should be.
I'll send you a PM to assist further.
Kind regards,
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on 15-10-2021 22:54
responded.
Thanks.
M
on 17-10-2021 12:05
Hi @millsley
Thanks for joining me on PM - just to confirm for the thread, the engineer visit has been booked in.
This can be tracked and/or altered in your online account
Let us know how the visit goes.
Best,
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on 27-10-2021 10:44
Thanks all for the help.
The engineer came and fixed some external wiring and fiddled with the router. After using the connection for a few days it seems like everything has been resolved.
Ta,
M
on 29-10-2021 16:54
We're glad to hear this has all been sorted for you millsley.
^Martin