Hub3 Random 5 minute disconnections

[cleaverd]

Hi,

I've been noticing more and more random disconnections at seemingly random times of the day. Sometimes it will happen when I'm on a Teams call during the day. Other times in the evening whilst watching Netflix.

It's been rock-solid in the past, but (anecdotally) after some "essential maintenance", I've started noticing these 5 minute or so dropouts.

I've seen a number of posts in here with "No Ranging Response received - T3 time-out" and the suggestion has been to create a new post - so here I am 🙂

Latest network logs below. I've only posted upstream, as that seems to have an error count in it. I'll post Downstream if someone asks, but it's a bit long.

Thanks.

01/11/2021 20:00:54	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:38	critical	No Ranging Response received - T3 time-out;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:33	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:33	critical	Ranging Request Retries exhausted;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:32	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:32	critical	Ranging Request Retries exhausted;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:07	critical	No Ranging Response received - T3 time-out;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:06	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:56:06	critical	Ranging Request Retries exhausted;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:55:22	critical	No Ranging Response received - T3 time-out;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:55:04	Warning!	RCS Partial Service;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:55:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:55:02	Warning!	RCS Partial Service;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 19:55:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:xx:xx:xx:xx;CMTS-MAC=00:01:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	44.3	5120	64 qam	2
2	46200000	44.8	5120	64 qam	1
3	25800070	43.5	5120	64 qam	4
4	32600000	43.8	5120	64 qam	3

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	19	0
4	ATDMA	0	0	0	0

[-tony-]

post the downstream figures - how are you connected wired or wifi - setup a bqm and post a live link

[cleaverd]

Connected via wired. You can see the corresponding outage on the BQM graph below.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/6dedeb5f01fb8a0db14eb78d8104...

Downstream bonded channels

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

1	299000000	13	40	256 qam	21
2	139000000	11.5	40	256 qam	1
3	147000000	11.4	40	256 qam	2
4	155000000	11.1	40	256 qam	3
5	163000000	11.5	40	256 qam	4
6	171000000	11.6	40	256 qam	5
7	179000000	11.9	40	256 qam	6
8	187000000	12	40	256 qam	7
9	195000000	12.1	40	256 qam	8
10	203000000	12.1	40	256 qam	9
11	211000000	12.1	40	256 qam	10
12	219000000	12	40	256 qam	11
13	227000000	12	40	256 qam	12
14	235000000	12	40	256 qam	13
15	243000000	11.8	40	256 qam	14
16	251000000	11.5	40	256 qam	15
17	259000000	11.1	40	256 qam	16
18	267000000	10.6	40	256 qam	17
19	275000000	10.5	40	256 qam	18
20	283000000	11.3	40	256 qam	19
21	291000000	12.5	40	256 qam	20
22	307000000	13.4	40	256 qam	22
23	315000000	13.9	40	256 qam	23
24	323000000	14.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	67	0
2	Locked	40.3	20	0
3	Locked	40.3	12	0
4	Locked	40.9	11	0
5	Locked	40.3	18	0
6	Locked	40.3	17	0
7	Locked	40.3	17	0
8	Locked	40.9	11	0
9	Locked	40.3	7	0
10	Locked	40.3	30	0
11	Locked	40.9	15	0
12	Locked	40.9	22	0
13	Locked	40.9	22	0
14	Locked	40.9	24	0
15	Locked	40.3	37	0
16	Locked	40.3	48	0
17	Locked	40.3	69	0
18	Locked	40.3	56	0
19	Locked	40.3	59	0
20	Locked	40.3	49	0
21	Locked	40.3	55	0
22	Locked	40.3	92	0
23	Locked	40.9	89	0
24	Locked	40.3	80	0

[-tony-]

downstream is too high - 10 is the max and yours are all over that - if you have any attenuators then add one - other than that it needs a tech to sort it

ring it in or wait here for VM

[cleaverd]

Thanks for that. I'll wait patiently here for someone from VM... don't really fancy explaining that to level 1 support over the phone.

[Hayley_S]

Hello @cleaverd,

Welcome back! Thanks for posting.

I am sorry for the disconnections on your Hub-3.

I located your account using your forums details, I can see that you have downstream issues and will need a tech visit.

Please look out for a private message from me so I can get this booked for you.

Many thanks,

[Lee_R]

Hi cleaverd thanks for getting back to us via private message.

We've booked the first available technician.  You can view and amend the appointment here.

Regards

Lee_R

[Lee_R]

Hi @cleaverd

Just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand.

Regards

Lee_R

[cleaverd]

Yes, thanks for the quick turnaround in getting an engineer booked in. Hoping they can stop the disconnects when they come on Wednesday!

[Andrew-G]

When the technician's there, ask them about the "slope" on power levels.  What I observe is that your power levels increase with frequency, when they should be flat or decreasing with frequency, and that's down to amplifier setup in a street cabinet somewhere. 

Maybe simply fitting an attenuator or changing the tap you're on at the cabinet will resolve the issues you have, but they may not correct slope problems.  If the changes they make work, then no worries, it's all technical mumbo jumbo you can ignore.  If they make changes and the problems continue, you'll need another visit and my suspicion would be that the amplifier setup needs changing.