Menu
Reply
  • 3
  • 0
  • 3
QM
Joining in
168 Views
Message 1 of 4
Flag for a moderator

Frequent Complete Loss of Broadband Service

Broadband service is very unreliable and approx. twice a week it will disconnect completely for several hours. Fault team can't see the modem at all and it repeatedly attempts to lock downstream channels (but normally only shows one). After a variable period will just sort itself out.

SNR values when working look OK but we are approx. 100m from roadside cabinet.

Mixture of errors shown network log:

Date And Time Error Number Event Description
2017-10-18 17:50:17.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-18 17:50:17.00 68010600 DHCP Renew - lease parameters tftp file-V42997a858765887c.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 01:01:07.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 01:01:08.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 01:01:08.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 01:01:08.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 01:01:12.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 01:02:02.00 82000400 Received 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;
1970-01-01 00:02:41.00 68000100 DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:04:53.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:05:09.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:07:22.00 82000900 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:07:37.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:08:58.00 68000100 DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:04:48.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:06:11.00 68000100 DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:06:36.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-20 05:53:47.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 21:09:52.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-25 14:15:15.00 82000200 No Ranging Response received - T3 time-out;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
1 435000000 1.2 38.9 256 qam 4
2 595000000 0.5 38.9 256 qam 24
3 587000000 0.5 38.6 256 qam 23
4 579000000 0.4 38.6 256 qam 22
5 571000000 0.2 38.6 256 qam 21
6 563000000 0.2 38.6 256 qam 20
7 555000000 0 38.6 256 qam 19
8 547000000 0 38.9 256 qam 18
9 539000000 0 38.6 256 qam 17
10 531000000 -0.4 38.6 256 qam 16
11 523000000 -0.2 37.6 256 qam 15
12 515000000 0.2 38.9 256 qam 14
13 507000000 0.2 38.9 256 qam 13
14 499000000 0.4 38.6 256 qam 12
15 491000000 0.2 38.6 256 qam 11
16 483000000 0.5 38.9 256 qam 10
17 475000000 0.7 38.9 256 qam 9
18 467000000 0.9 38.6 256 qam 8
19 459000000 1 38.6 256 qam 7
20 451000000 1 38.6 256 qam 6
21 443000000 1 38.6 256 qam 5
22 427000000 1.4 38.9 256 qam 3
23 419000000 1.5 38.9 256 qam 2
24 411000000 1.5 38.9 256 qam 1

 

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
1 46200000 ATDMA 37.3 64 qam 6400000 5120
4 25800000 ATDMA 37.3 16 qam 6400000 5120
3 32600000 ATDMA 37.3 32 qam 6400000 5120
2 39400000 ATDMA 37.3 32 qam 6400000 5120

 

Have had Hub 3 replaced and it is now on latest firmware.

Has been going on for several months now and customer services repeatedly fail to call back.

I believe the issue is outside my property -- any ideas how to get this fixed permanently?

 

 

0 Kudos
Reply
  • 9.07K
  • 245
  • 541
Forum Team
Forum Team
135 Views
Message 2 of 4
Flag for a moderator

Re: Frequent Complete Loss of Broadband Service

Sorry to hear about this QM,

 

I've located your account and I can see that things appear to have since been resolved.

 

Let us know if this is not the case,

 

Nat_J


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 3
  • 0
  • 3
QM
Joining in
132 Views
Message 3 of 4
Flag for a moderator

Re: Frequent Complete Loss of Broadband Service

Absolutely not!

I am truly, deeply shocked that that is what has been recorded on my account. I will take the this to PM as the nastier details are not relevant to the technical discussion and the staff performing the valuable service on this forum should not be tarred with the same brush as the personnel that are responsible for my abysmal treatment at the hands of customer services.

Please accept my thanks for the efforts you have made on the technical side and look out for the PM.

0 Kudos
Reply
  • 9.07K
  • 245
  • 541
Forum Team
Forum Team
109 Views
Message 4 of 4
Flag for a moderator

Re: Frequent Complete Loss of Broadband Service

I'm really sorry to hear this QM,

 

I'd like to help further with this.

 

I've sent you a private message so that we can discuss this further.

 

Nat_J


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply