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Kryptov8
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Message 1 of 9
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Connection drops and sometimes Hub reboots

Hello Forum,

I appear to be having a similar problem to many others. My broadband drops out randomly at all times of the day (at least that what it feels like but it may be during periods of high use in my area) and sometimes the Super Hub 3 (SH3) reboots. My SH3 is in modem mode attached to an Amplifi Instant WiFi Mesh system but I have put it back as a stand-alone WiFi router and the same problems exist.

I am an IT professional and so I have done all I can at my end but the problem persists:

Power cycled the SH3

Reset the SH3 to factory defaults

Tried wired and wireless connections - get dropped connections with both

No issues logged in my area during the dropout incidents

My downstream and upstream stats appear to be in spec but I am seeing a lot of pre-RS and post-RS errors and I am getting the dreaded "RCS Partial Service" and the "No Ranging Response Received" errors in the Network log.

Could this be the result of changes to the head end or recent firmware update as it has only really become an issue in the last month or so?

All help greatly received. As with many people, my wife and I are working from home more at the moment and the broadband is barely usable for collaboration and video meetings. Although I really like the speed, I may have to switch to a slower but more reliable connection.

Thanks.

Gary
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MikeRobbo
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Message 2 of 9
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Re: Connection drops and sometimes Hub reboots

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Kryptov8
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Message 3 of 9
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Re: Connection drops and sometimes Hub reboots

Thanks Mike,

BQM was setup earlier today, Link here: My BQM

Logs below:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
15070000001.240256 qam13
25150000001.440256 qam14
35230000001.540256 qam15
45310000001.540256 qam16
55390000001.240256 qam17
65470000000.940256 qam18
75550000000.540256 qam19
85630000000.240256 qam20
95710000000.240256 qam21
105790000000.440256 qam22
115870000000.540256 qam23
125950000000.740256 qam24
13635000000-0.540256 qam25
14643000000-0.740256 qam26
15651000000-138256 qam27
16659000000-0.938256 qam28
17667000000-0.540256 qam29
18675000000-0.238256 qam30
19683000000-0.540256 qam31
20691000000-0.940256 qam32
21699000000-1.240256 qam33
22707000000-1.538256 qam34
23715000000-1.738256 qam35
24723000000-1.740256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.91032347
2Locked40.3981428
3Locked40.3936442
4Locked40.91013377
5Locked40.9901420
6Locked40.3957467
7Locked40.9953389
8Locked40.3893413
9Locked40.3856419
10Locked40.3932389
11Locked40.9948423
12Locked40.3918391
13Locked40.3896473
14Locked40.3914534
15Locked38.9834514
16Locked38.9819568
17Locked40.9822746
18Locked38.9795708
19Locked40.3797860
20Locked40.3790980
21Locked40.3731758
22Locked38.9731731
23Locked38.6697728
24Locked40.9694687

 

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Kryptov8
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Message 4 of 9
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Re: Connection drops and sometimes Hub reboots

Thanks Mike.

My BQM

Downstream bonded channels

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

15070000001.240256 qam13
25150000001.440256 qam14
35230000001.540256 qam15
45310000001.540256 qam16
55390000001.240256 qam17
65470000000.940256 qam18
75550000000.540256 qam19
85630000000.240256 qam20
95710000000.240256 qam21
105790000000.440256 qam22
115870000000.540256 qam23
125950000000.740256 qam24
13635000000-0.540256 qam25
14643000000-0.740256 qam26
15651000000-138256 qam27
16659000000-0.938256 qam28
17667000000-0.540256 qam29
18675000000-0.238256 qam30
19683000000-0.540256 qam31
20691000000-0.940256 qam32
21699000000-1.240256 qam33
22707000000-1.538256 qam34
23715000000-1.738256 qam35
24723000000-1.740256 qam36



Downstream bonded channels

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

1Locked40.91032347
2Locked40.3981428
3Locked40.3936442
4Locked40.91013377
5Locked40.9901420
6Locked40.3957467
7Locked40.9953389
8Locked40.3893413
9Locked40.3856419
10Locked40.3932389
11Locked40.9948423
12Locked40.3918391
13Locked40.3896473
14Locked40.3914534
15Locked38.9834514
16Locked38.9819568
17Locked40.9822746
18Locked38.9795708
19Locked40.3797860
20Locked40.3790980
21Locked40.3731758
22Locked38.9731731
23Locked38.6697728
24Locked40.9694687
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Kryptov8
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Message 5 of 9
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Re: Connection drops and sometimes Hub reboots

Logs continued here:

Upstream bonded channels

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

1462000004.1512064 qam1
2258000003.9512064 qam4
3394000004512064 qam2
4326000003.925512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

06/09/2020 18:22:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 18:21:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 18:20:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 18:20:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 18:15:40criticalReceived 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;
06/09/2020 18:09:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:59:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:40:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:38:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:35:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:32:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:23:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 17:22:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 15:59:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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BCEly
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Message 6 of 9
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Re: Connection drops and sometimes Hub reboots

I've been seeing issues since 2nd September.

See

https://community.virginmedia.com/t5/Networking-and-WiFi/Broadband-and-Phone-keeps-dropping-Area-ref...

It's been several time a day (up to 8 on Friday last) since the 2nd September.  It's always off for about 2 minutes and the router uptime info suggest it's rebooting itself.

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Martin_N
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Message 7 of 9
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Re: Connection drops and sometimes Hub reboots

Hi Kryptov8,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue you're having. I have located an account with your account information but the account is showing as a closed account. 

 

Do you have an active account with us? If so is this affecting both a Wired & Wireless connection? 

 

^Martin

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Kryptov8
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Message 8 of 9
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Re: Connection drops and sometimes Hub reboots

Martin,

we have an active account. It is in my wife’s name. What details are you using to identify the account?

 The connection drop affects all client devices. 

Gary

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Martin_N
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Re: Connection drops and sometimes Hub reboots

Okay, not to worry. 

 

What I will do is private message you so I can look into this. 

 

^Martin

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