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cleaverd
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Hub3 Random 5 minute disconnections

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 20:00:54criticalReceived 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 19:56:38criticalNo 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 19:56:33criticalUnicast 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 19:56:33criticalRanging 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 19:56:32criticalUnicast 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 19:56:32criticalRanging 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 19:56:07criticalNo 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 19:56:06criticalUnicast 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 19:56:06criticalRanging 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 19:55:22criticalNo 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 19:55:04Warning!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 19:55:02criticalSYNC 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 19:55:02Warning!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 19:55:02criticalSYNC 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

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)Modulation Channel ID
13940000044.3512064 qam2
24620000044.8512064 qam1
32580007043.5512064 qam4
43260000043.8512064 qam3



Upstream bonded channels

Channel Channel TypeT1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA00190
4ATDMA0000
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-tony-
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Message 2 of 12
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Re: Hub3 Random 5 minute disconnections

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

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cleaverd
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Re: Hub3 Random 5 minute disconnections

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

6dedeb5f01fb8a0db14eb78d8104f500b79fc0c6

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

 

Downstream bonded channels

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

12990000001340256 qam21
213900000011.540256 qam1
314700000011.440256 qam2
415500000011.140256 qam3
516300000011.540256 qam4
617100000011.640256 qam5
717900000011.940256 qam6
81870000001240256 qam7
919500000012.140256 qam8
1020300000012.140256 qam9
1121100000012.140256 qam10
122190000001240256 qam11
132270000001240256 qam12
142350000001240256 qam13
1524300000011.840256 qam14
1625100000011.540256 qam15
1725900000011.140256 qam16
1826700000010.640256 qam17
1927500000010.540256 qam18
2028300000011.340256 qam19
2129100000012.540256 qam20
2230700000013.440256 qam22
2331500000013.940256 qam23
2432300000014.340256 qam24



Downstream bonded channels

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

1Locked40.3670
2Locked40.3200
3Locked40.3120
4Locked40.9110
5Locked40.3180
6Locked40.3170
7Locked40.3170
8Locked40.9110
9Locked40.370
10Locked40.3300
11Locked40.9150
12Locked40.9220
13Locked40.9220
14Locked40.9240
15Locked40.3370
16Locked40.3480
17Locked40.3690
18Locked40.3560
19Locked40.3590
20Locked40.3490
21Locked40.3550
22Locked40.3920
23Locked40.9890
24Locked40.3800
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-tony-
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Re: Hub3 Random 5 minute disconnections

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

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cleaverd
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Re: Hub3 Random 5 minute disconnections

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.

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Hayley_S
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Message 6 of 12
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Re: Hub3 Random 5 minute disconnections

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,

Hayley
Forum Team



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Lee_R
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Message 7 of 12
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Re: Hub3 Random 5 minute disconnections

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
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Re: Hub3 Random 5 minute disconnections

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
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Re: Hub3 Random 5 minute disconnections

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

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Andrew-G
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Re: Hub3 Random 5 minute disconnections

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. 

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