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21c
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Hub 3.0 keeps disconnecting again

Hi All,

Hub 3.0 keeps disconnecting randomly again, a reboot solves the problem sometimes for day and sometimes only for a few minutes. Attached are the up/downstream and network logs:

Network Log

Time

Priority

Description

08/10/2019 06:40:15

Warning!

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

08/10/2019 06:42:27

critical

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;

08/10/2019 12:40:33

Warning!

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

08/10/2019 13:36:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/10/2019 13:36:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/10/2019 13:36:45

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/10/2019 13:36:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/10/2019 13:36:49

Warning!

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

08/10/2019 13:39:1

critical

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;

08/10/2019 15:27:37

Warning!

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

09/10/2019 09:39:59

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2019 09:40:0

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2019 09:40:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2019 09:40:5

Warning!

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

09/10/2019 09:42:10

critical

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;

09/10/2019 16:28:49

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2019 16:28:49

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2019 16:28:49

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2019 16:28:54

Warning!

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

09/10/2019 16:31:2

critical

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;

 

 

Primary Downstream Service Flow

SFID

715008

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

715007

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

3.925

5120

64 qam

2

2

32600000

3.925

5120

64 qam

3

3

46200000

3.925

5120

64 qam

1

4

25800000

3.9

5120

64 qam

4

 

 

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Re: Hub 3.0 keeps disconnecting again

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

170750000

3.4

38

256 qam

5

2

138750000

4.3

38

256 qam

1

3

146750000

4.1

38

256 qam

2

4

154750000

4

38

256 qam

3

5

162750000

3.2

38

256 qam

4

6

178750000

3.5

38

256 qam

6

7

186750000

3

38

256 qam

7

8

194750000

3

38

256 qam

8

9

202750000

3

38

256 qam

9

10

210750000

2.7

38

256 qam

10

11

218750000

2.4

38

256 qam

11

12

226750000

2.2

38

256 qam

12

13

234750000

1.7

38

256 qam

13

14

242750000

1.2

38

256 qam

14

15

250750000

1.5

38

256 qam

15

16

258750000

1.2

38

256 qam

16

17

266750000

0.9

38

256 qam

17

18

274750000

1

38

256 qam

18

19

282750000

1.5

38

256 qam

19

20

290750000

0.9

37

256 qam

20

21

298750000

0.9

37

256 qam

21

22

306750000

1.5

38

256 qam

22

23

314750000

2

38

256 qam

23

24

322750000

1.9

38

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

6

0

2

Locked

38.6

5

0

3

Locked

38.6

4

0

4

Locked

38.9

5

0

5

Locked

38.9

0

0

6

Locked

38.9

5

0

7

Locked

38.9

5

0

8

Locked

38.9

6

0

9

Locked

38.9

6

0

10

Locked

38.9

3

0

11

Locked

38.9

6

0

12

Locked

38.6

6

0

13

Locked

38.6

6

0

14

Locked

38.9

0

0

15

Locked

38.6

5

0

16

Locked

38.6

6

0

17

Locked

38.6

0

0

18

Locked

38.6

4

0

19

Locked

38.6

14

0

20

Locked

37.6

7

0

21

Locked

37.6

1

0

22

Locked

38.6

6

0

23

Locked

38.6

16

0

24

Locked

38.6

18

0

 

 

Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

170750000

Locked

Ranged Upstream Channel (Hz)

39400000

Locked

Provisioning State

Online

 

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jbrennand
Alessandro Volta
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Message 3 of 8
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Re: Hub 3.0 keeps disconnecting again

Is it disconnecting on ethernet cable connected devices as well as wifi ones?
What are the Hub lights doing during the disconnect periods?

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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21c
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Message 4 of 8
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Re: Hub 3.0 keeps disconnecting again

Hi,

Its currently set up in modem mode only so the Ethernet to the wireless router goes down when it disconnects. When working it displays a solid red light and then when it goes down it displays a flashing green light. Either rebooting it via the IP address or turning it off and on again fixes the problem temporarily.

cheers!

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griffin
Alessandro Volta
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Message 5 of 8
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Helpful Answer

Re: Hub 3.0 keeps disconnecting again

The logs are showing the Internet connection dropping which needs to be investigated by VM.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Golden-G
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Message 6 of 8
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Re: Hub 3.0 keeps disconnecting again

Wonder why VM don't run a Fault Ticket system like most companies, instead they make you sit on the phone for ages trying to get through, and generally speak to someone with bad English (not being racial, just truth) who is difficult to understand.

I've had a few modem drop outs these past few days, including today!

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Tudor
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Message 7 of 8
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Re: Hub 3.0 keeps disconnecting again

VM systems are still working in the last century!


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Forum Team
Forum Team
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Re: Hub 3.0 keeps disconnecting again

Hi 21c

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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