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mstombs
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Hub 3.0 200M intermittent connection proble

Have had recurring issues with unstable cable modem signal levels for ever, been a customer for 19 years, started with Terayon modem and 64kbps service, it's always been an issue with with the local cabinet, new modems, NTL250, Hub 3.0 have been better at hanging on, but it's getting worse.  In the summer a tech checked/replaced all connections, but said he could see the problem at the cabinet and had escalated to "Networks", but all he did was push my local downstream levels to +9dB so when it starts bouncing around rarely goes below -3dB.   Was down again on Monday, and managed to get fault booked via mobile phone.  Different tech doesn't believe any problem with the cabinet, wasted his time replacing my early white Hub 3.0 with a new Hub 3.0 and local cable/isolator again.

Today the connection just as bad as ever, the sun is shining and power levels bouncing from +9 to -1 when viewed, multiple partial/loss of sync in the log

17/12/2020 11:27:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 11:27:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 11:27:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

fa4f418e3aae7663f3f65999df4b2373e2eafa84-17-12-2020

How can I contact Technical support "networks".  Your online troubleshooting guides are useless they just assume problem is with wifi, which I don't use...  

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mstombs
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Re: Hub 3.0 200M intermittent connection proble

Seen comment elsewhere about effect of Sunshine, can affect xDSL style connections due to noise injected into the electricity network via solar panel invertors apparently. Not really hot enough weather to cause local cabinets to overheat?  My neighbours do have some solar panels...

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Andrew-G
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Re: Hub 3.0 200M intermittent connection proble

Post a link to a shared, live BQM graph, then we can see whether there's any pattern to the problem - the static BQM you've posted shows the problem, it may help to see if that changes or repeats.

In addition, go back to where you got those network log entries, and can you copy and paste (not screenshots) the entire contents of the three tabs titled Downstream, Upstream, Network log?  

 

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Re: Hub 3.0 200M intermittent connection proble

 

d5585a080cdc91a00e2e1d1c36da15b2a755e975

Attempt at live graph!

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mstombs
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Re: Hub 3.0 200M intermittent connection proble

Downstream bonded channels

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

14102500005.137256 qam1
24182500005.537256 qam2
34262500005.837256 qam3
44342500005.837256 qam4
5442250000637256 qam5
64502500005.637256 qam6
74582500005.437256 qam7
84662500005.437256 qam8
94742500005.137256 qam9
104822500005.137256 qam10
114902500004.937256 qam11
124982500004.537256 qam12
135062500004.637256 qam13
145142500005.137256 qam14
155222500005.437256 qam15
165302500005.338256 qam16
17538250000538256 qam17
185462500004.937256 qam18
19554250000538256 qam19
20562250000538256 qam20
215702500005.438256 qam21
225782500005.538256 qam22
235862500005.538256 qam23
245942500005.638256 qam24



Downstream bonded channels

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

1Locked37.61301812526
2Locked37.61237413540
3Locked37.61162611912
4Locked37.31144212088
5Locked37.61116412419
6Locked37.31110012818
7Locked37.31083111995
8Locked37.61056716039
9Locked37.61014912961
10Locked37.61004810347
11Locked37.3998811140
12Locked37.3989110536
13Locked37.6974213028
14Locked37.396229494
15Locked37.6941410567
16Locked38.6887910506
17Locked38.6888010407
18Locked37.686648553
19Locked38.686398441
20Locked38.685269697
21Locked38.683537673
22Locked38.682829597
23Locked38.681448556
24Locked38.980988193

 

Current downstream, working power levels drop to negative when not

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mstombs
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Re: Hub 3.0 200M intermittent connection proble

Upstream bonded channels

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

13940000037.3512064 qam6
23260001537512064 qam7
34620000037.8512064 qam5
42579999037512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00420
3ATDMA00340
4ATDMA00280

 

upstream

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Re: Hub 3.0 200M intermittent connection proble

Network Log

Time Priority Description

17/12/2020 17:07:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 16:12:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 16:12:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 16:12:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 16:12:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 16:01:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:58:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:55:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:55:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:48:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:48:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:48:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 15:28:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:53:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Hub 3.0 200M intermittent connection proble

Any idea when your hub was last rebooted?  I'm asking because that resets the hub's error counters, and your upstream error count is looking grim.

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mstombs
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Re: Hub 3.0 200M intermittent connection proble

It was rebooted and finally connected at 1:15 yesterday, the counters stayed zero and log quiet well into the evening.  I was told by a previous tech that it's just a coax amp in the nearby cabinet.  SNR ratios do not seem to change which suggests to me an amp somewhere is unstable, and if it's a dumb amp might explain why they can't interrogate remotely?  Latest one insisted it is fibre to local cab ... but he didn't even open it.

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Re: Hub 3.0 200M intermittent connection proble

I've flagged that for the forum staff to take a look and advise.

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