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trac09
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Frequent disconnections and slow speeds

Hi, my broadband has been disconnecting frequently in the past couple of weeks, with the Hub 3.0 restarting automatically, and some intermittent speed issues as well. I've reset the Hub, re-checked physical connections etc, but no luck. I'm running it in Modem mode with an Asus router. We had problems with the connection several months back, and they replaced the cabling in the street and it's worked perfectly since then, until very recently. Any advice based on the logs below? Thank you

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trac09
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Re: Frequent disconnections and slow speeds

Network Log

Time Priority Description

17/10/2021 10:29:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:27:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:26:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:26:39ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:26:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:25:26ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:10:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:10:3ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:07:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:05:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:52ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:01:37Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1386750000-7.934256 qam32
2234750000-536256 qam13
3242750000-5.736256 qam14
4250750000-636256 qam15
5258750000-5.935256 qam16
6266750000-4.535256 qam17
7274750000-4.536256 qam18
8282750000-5.536256 qam19
9290750000-5.936256 qam20
10298750000-535256 qam21
11306750000-5.435256 qam22
12314750000-6.434256 qam23
13322750000-733256 qam24
14330750000-6.731256 qam25
15338750000-631256 qam26
16346750000-6.232256 qam27
17354750000-7.233256 qam28
18362750000-7.734256 qam29
19370750000-735256 qam30
20378750000-7.235256 qam31
21394750000-7.935256 qam33
22402750000-7.435256 qam34
23410750000-6.235256 qam35
24418750000-635256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked34.921777470
2Locked36.3642900
3Locked36.3168380
4Locked36.311880
5Locked35.7134530
6Locked35.764850
7Locked36.67980
8Locked36.312780
9Locked36.62800
10Locked35.71540
11Locked35.533630
12Locked34.7127120810780
13Locked33.11589961618158
14Locked31.49930171781376
15Locked31.210520491983354
16Locked32.311359721777002
17Locked33.22056162705440
18Locked34.217526721104
19Locked35.52880060
20Locked3510683610
21Locked35.511786000
22Locked35.514827820
23Locked35.718317200
24Locked35.717274440

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13259999841.3512064 qam5
22579999641.3512032 qam6
33940004141.3512064 qam4
44619999143.3512064 qam3

 

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jbrennand
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Message 3 of 20
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Re: Frequent disconnections and slow speeds

What are the various lights doing on the Hub when these disconnects happen? Whats the evidence of restarting - you havent posted any Hub stats or logs or a BQM?

--------------------
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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trac09
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Message 4 of 20
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Re: Frequent disconnections and slow speeds

Hi John, thanks for replying - not sure what you mean by not posting any Hub stats or logs, the network log and bonded channels etc are in the post above? Is there anything else I should be posting? When it resets, the lights go off, then as it comes back up the white light flashes for a while, then the green light flashes for a while, sometimes the green arrows flash for a brief time, then the light goes to a solid magenta and it works again.

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jbrennand
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Message 5 of 20
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Helpful Answer

Re: Frequent disconnections and slow speeds

Yes sorry - I meant to say post the BQM (set it up as per below). That said - your connection is awful all over the place and only a Tech visit will sort that - unless there is a known fault - check for that as well - I will flag for VM to respond on here asap.
_________________________________________

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
___________________________________________


If you haven’t already, set up a free, secure and “offlsite” - “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” to the “share live graph”. 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 then click OK

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

--------------------
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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blwebber
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Message 6 of 20
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Re: Frequent disconnections and slow speeds

Funny enough I'm having the same issue with the Hub 3. Light has been permanently red for some time now, even when the room isn't particularly warm. 

Random loss of internet then the hub reboots itself with all lights flashing through a sequence.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
651000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels

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

1651000000340256 qam31
24750000001.538256 qam9
34830000003.438256 qam10
4491000000338256 qam11
54990000003.738256 qam12
65070000003.238256 qam13
75150000003.740256 qam14
85230000003.538256 qam15
95310000003.740256 qam16
105390000003.540256 qam17
115470000003.538256 qam18
125550000003.238256 qam19
135630000003.540256 qam20
145710000002.938256 qam21
155790000003.238256 qam22
165870000002.738256 qam23
175950000002.740256 qam24
186030000003.238256 qam25
196110000003.440256 qam26
206190000003.240256 qam27
21627000000340256 qam28
22635000000338256 qam29
236430000003.540256 qam30
246590000003.240256 qam32


Downstream bonded channels

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

1Locked40.3852149820182
2Locked38.6165502023
3Locked38.9168121977
4Locked38.6275202267
5Locked38.6248241637
6Locked38.9354432638
7Locked40.3312711643
8Locked38.9397421758
9Locked40.3332911781
10Locked40.9356341902
11Locked38.9494961708
12Locked38.9499971730
13Locked40.3479281614
14Locked38.9626432112
15Locked38.9657081383
16Locked38.9998602020
17Locked40.3925821635
18Locked38.61300242097
19Locked40.31086711880
20Locked40.31456862117
21Locked40.31775512304
22Locked38.92057802556
23Locked40.32216742784
24Locked40.31658592942

Upstream bonded channels

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

13940000034.5512064 qam6
24620000034.8512064 qam5
33260000034.5512064 qam7
42580000034.5512064 qam8


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA000

0

 

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blwebber
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Re: Frequent disconnections and slow speeds

Network Log

Time Priority Description

17/10/2021 18:25:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:25:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:25:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:25:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:20:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:20:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:17:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:17:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:15:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:15:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:12:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:12:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:09:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Martin_N
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Message 8 of 20
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Re: Frequent disconnections and slow speeds

Hi trac09,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the broadband issue you're having. 

I am unable to locate your account from our side and so what I will do is private message you so we can look into this. 

^Martin

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Martin_N
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Message 9 of 20
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Re: Frequent disconnections and slow speeds

Hi trac09, 

 

As per our discussion, we do have an reported issue in your area.

 

The fault reference is: F008754494.

 

The estimated fix date is: 29 OCT 2021 14:00

 

^Martin

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trac09
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Message 10 of 20
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Re: Frequent disconnections and slow speeds

Thanks for flagging this John - appreciate the help.