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paul1315
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Hub 3 keeps losing internet connection

I've been on the phone with support several times over the last few weeks as we keep losing the internet connection. Over the last few days it has been up and down every few minutes to the point of being almost unusable.

Hub 3 is in modem mode and I thought the large light at the bottom was red (though it could be magenta). No other lights are on after it boots up.

Telephone support have said they will post a new Hub as this one is overheating, but having now read some previous posts I'm not convinced that is the problem. Nobody seems to have looked to diagnose the issue, just gone by my initial perception that the light is red.

The Hub was on the floor, plenty of space around it and the room air temp was 20.7 C.
It didn't feel more than slightly warm to the touch.
I have moved it closer to a window where it will be a few degrees cooler and left it powered down for an hour, but after turning back on it's back with the same light on.

At the moment the internet connection is working, but I'm concerned if it's not an overheating issue and happens again then a replacement modem won't help. It will take a week to arrive and the kids will need access before then as they all have to school from home for the first few weeks of the new term.
Is there any diagnosis or logs etc than can be checked to confirm the underlying cause?

Thanks

Paul

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Z92
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Re: Hub 3 keeps losing internet connection

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paul1315
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Re: Hub 3 keeps losing internet connection

 

paul1315_0-1609748499469.png

 

Downstream bonded channels

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

13310000004.537256 qam25
22030000003.736256 qam9
32110000003.736256 qam10
42190000003.737256 qam11
52270000003.937256 qam12
62350000003.737256 qam13
72430000003.737256 qam14
8251000000437256 qam15
9259000000437256 qam16
102670000004.437256 qam17
11275000000437256 qam18
122830000004.437256 qam19
132910000004.337256 qam20
142990000004.437256 qam21
153070000004.537256 qam22
163150000004.437256 qam23
173230000004.536256 qam24
183710000004.637256 qam26
193790000004.636256 qam27
203870000004.536256 qam28
213950000004.336256 qam29
224030000004.536256 qam30
234110000004.836256 qam31
244190000004.536256 qam32



Downstream bonded channels

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

1Locked37.6440
2Locked36.6730
3Locked36.6580
4Locked37.3410
5Locked37.3330
6Locked37.3350
7Locked37.6320
8Locked37.6700
9Locked37.3250
10Locked37.63916
11Locked37.3320
12Locked37.3310
13Locked37.3390
14Locked37.3590
15Locked37.6380
16Locked37.3460
17Locked37.3610
18Locked36.6430
19Locked36.6340
20Locked36.6551
21Locked36.6520
22Locked37.3470
23Locked37.3460
24Locked36.6970

 

Upstream bonded channels

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

13940029242.3512064 qam9
25370006443.5512064 qam7
34619999743512016 qam8
43260001542.3512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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paul1315
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Re: Hub 3 keeps losing internet connection

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm

 

Primary Downstream Service Flow
SFID 1236426
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 1236425
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Network Log
Time Priority Description
02/01/2021 16:19:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:16 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:37:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 14:19:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 14:17:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 16:10:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 08:13:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 21:21:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 08:24:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 11:43:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 22:15:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

When I try to setup BQM it says that IP 178.239.168.184 is already being monitored.

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paul1315
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Re: Hub 3 keeps losing internet connection

My BQM 

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