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GutsyChavMonkey
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Connection occasionally dropping with Hub 3.0

Over the last few days my connection would just drop (Not any slowdown, just drop completely) and resetting the router seems to fix it for it just to happen again after a day, so far it's happened 3 days in a row and I don't know what's causing it. Here's my router log:

Time Priority Description

16/10/2020 13:40:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 00:26:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:29:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:07:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:07:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:05:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:05:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 18:54:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 18:54:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 13:00:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 00:13:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 06:08:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 06:00:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 05:56:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks in advance!

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jbrennand
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Re: Connection occasionally dropping with Hub 3.0

Have you checked for any “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

Is it dropping on ethernet connected devices as well as the wifi ones? Have you tried a 60 second pinhole reset?

Logs not "great" Can you also post up the data from the 2 pages in each of the Downstream & Upstream Tabs

And if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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GutsyChavMonkey
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Re: Connection occasionally dropping with Hub 3.0

Thanks for the swift reply! Service status is showing no issues after a test run. I haven't tried a pinhole reset but will do tonight when no ones using the connection. Here's the Downstream logs and upstream logs:

Downstream bonded channels

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

14670000003.238256 qam28
21870000001.738256 qam7
31950000001.738256 qam8
42030000001.738256 qam9
52110000001.738256 qam10
62190000001.938256 qam11
72270000001.938256 qam12
82350000001.738256 qam13
92430000001.438256 qam14
102510000001.238256 qam15
112590000001.538256 qam16
122670000002.538256 qam17
132750000002.538256 qam18
142830000002.438256 qam19
152910000002.438256 qam20
162990000002.538256 qam21
173070000002.738256 qam22
183150000002.538256 qam23
193230000002.238256 qam24
204430000002.738256 qam25
214510000002.938256 qam26
224590000002.938256 qam27
234750000003.538256 qam29
244830000003.538256 qam30



Downstream bonded channels

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

1Locked38.9452360188974
2Locked38.9217502888011
3Locked38.6223578574446
4Locked38.6223773558021
5Locked38.9226150544867
6Locked38.9224881543919
7Locked38.9226120549438
8Locked38.9225046548789
9Locked38.9225754538879
10Locked38.9229737525322
11Locked38.9231117519417
12Locked38.6232700517533
13Locked38.9235759503077
14Locked38.9241495488630
15Locked38.9246693476815
16Locked38.9245444478804
17Locked38.9254159463175
18Locked38.9265599447764
19Locked38.6270342439798
20Locked38.6373911289463
21Locked38.9407654245810
22Locked38.9413266238136
23Locked38.9487135144170
24Locked38.953296581516

 

Upstream bonded channels

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

1394000234.5512064 qam4
2462000394.525512064 qam3
3537000294.55512064 qam2
4603000244.575512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

I already have some graphs from Think Broadband as well:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e3ee76ea2c29e4e3a50d8ef8eda7ea7e0...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6d4360c0a1665a6ba256f668eb9d5b8165...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/caa897c1160edd2209b7ad7548615ce1f6...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/656b60b005b3392b1eb9d068ded87818c4...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f0dce980d3d5243db29e6e9db2c6a3417b...

Hopefully these links work.

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jbrennand
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Re: Connection occasionally dropping with Hub 3.0

Stats look ok apart from the RS errors so do the reset by the route below.

Re the BQM. It all looks ok apart from a few vertical red bars. These could be "disconnects" or I suspect these are recording the reboots you did when you thought the connection dropped - is that right - do the times concur? If so, at those times did the base light on the Hub start flashing before you restarted? I am wondering whether in fact you just lost wifi connections (through interference) at that time and that caused you to do the restart. So you may just have a wifi issue.  Can you do a wired check like I asked last time,

------------------------
First switch the Hub off for 5 minutes AND unplug it from the mains Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.

This procedure will reset your RS error counts to 0. So check in straight away to see if they have reset and then watch them every hour or so to see if they start reappearing quickly - they shouldn't


--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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