on 11-07-2022 14:30
Hello,
For the past few days our hub 3, which we've had now for a few months, has been dropping the internet connection in the middle of the day with no seeming regularity. Last time it did it I went down and saw it was flashing green, then solid green, then back to magenta (red)?
We run the hub3 in modem mode. Our own router and switch continue to work just fine but when the internet drops off so does the hub. What I mean is that it is no longer reachable at 192.168.100.1 until 2-3 mins later when it has seemingly rebooted. I suspect this is due to overheating what with the heatwave.
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/87d4d9d25657fa557e40a878fe3bc7264b99002c-11-07-2022"><img alt="My Broadband Ping - Virgin Domain" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/87d4d9d25657fa557e40a878fe3bc7264b99002c-11-07-2022.png" /></a>
BQM above.
Do see a lot of activity in the modem log:
Time Priority Description
11/07/2022 12:56:42 | 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; |
11/07/2022 12:46:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2022 12:44:44 | 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; |
11/07/2022 12:39:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2022 12:10:20 | 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; |
11/07/2022 12:05:37 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2022 12:00:22 | 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; |
11/07/2022 11:10:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2022 10:51:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2022 08:09:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2022 03:24:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 22:14:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 22:12:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 20:39:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 17:34:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 17:33:7 | 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; |
10/07/2022 17:27:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 17:20:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2022 17:19:11 | 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; |
10/07/2022 15:35:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Seems to last longer if you turn it off and back on, but still its not exactly reliable right now. Not had any real issues with it until the hot weather turned up.
Thoughts appreciated.
on 11-07-2022 14:31
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 235000000 | -1.2 | 40 | 256 qam | 13 |
2 | 243000000 | -1.2 | 40 | 256 qam | 14 |
3 | 251000000 | -1.2 | 40 | 256 qam | 15 |
4 | 259000000 | -1.7 | 40 | 256 qam | 16 |
5 | 267000000 | -1.7 | 40 | 256 qam | 17 |
6 | 275000000 | -1.7 | 40 | 256 qam | 18 |
7 | 283000000 | -2 | 40 | 256 qam | 19 |
8 | 291000000 | -2.2 | 40 | 256 qam | 20 |
9 | 299000000 | -1.5 | 38 | 256 qam | 21 |
10 | 307000000 | -1.9 | 40 | 256 qam | 22 |
11 | 315000000 | -2 | 38 | 256 qam | 23 |
12 | 323000000 | -1.7 | 40 | 256 qam | 24 |
13 | 331000000 | -1.5 | 40 | 256 qam | 25 |
14 | 339000000 | -2 | 38 | 256 qam | 26 |
15 | 347000000 | -2 | 40 | 256 qam | 27 |
16 | 355000000 | -1.5 | 40 | 256 qam | 28 |
17 | 363000000 | -2.2 | 40 | 256 qam | 29 |
18 | 371000000 | -2.7 | 39 | 256 qam | 30 |
19 | 379000000 | -2.4 | 40 | 256 qam | 31 |
20 | 387000000 | -2.5 | 40 | 256 qam | 32 |
21 | 395000000 | -2.9 | 40 | 256 qam | 33 |
22 | 403000000 | -2.9 | 40 | 256 qam | 34 |
23 | 411000000 | -2.5 | 40 | 256 qam | 35 |
24 | 419000000 | -3.4 | 40 | 256 qam | 36 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 50 | 22 |
2 | Locked | 40.3 | 31 | 0 |
3 | Locked | 40.3 | 35 | 0 |
4 | Locked | 40.3 | 33 | 0 |
5 | Locked | 40.3 | 37 | 0 |
6 | Locked | 40.9 | 39 | 0 |
7 | Locked | 40.9 | 36 | 0 |
8 | Locked | 40.3 | 37 | 0 |
9 | Locked | 38.9 | 27 | 0 |
10 | Locked | 40.3 | 28 | 0 |
11 | Locked | 38.9 | 18 | 0 |
12 | Locked | 40.3 | 20 | 0 |
13 | Locked | 40.3 | 20 | 0 |
14 | Locked | 38.6 | 19 | 0 |
15 | Locked | 40.3 | 20 | 0 |
16 | Locked | 40.9 | 19 | 0 |
17 | Locked | 40.9 | 25 | 0 |
18 | Locked | 39.3 | 20 | 0 |
19 | Locked | 40.3 | 27 | 0 |
20 | Locked | 40.3 | 18 | 0 |
21 | Locked | 40.3 | 10 | 0 |
22 | Locked | 40.9 | 13 | 0 |
23 | Locked | 40.3 | 20 | 0 |
24 | Locked | 40.3 | 22 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 48 | 5120 | 64 qam | 3 |
2 | 60300000 | 49 | 5120 | 64 qam | 1 |
3 | 53700000 | 48.8 | 5120 | 64 qam | 2 |
4 | 39400000 | 47.3 | 5120 | 64 qam | 7 |
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 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
SFID | 153334 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 153333 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 11-07-2022 14:34
Could be a local issue, check with:
Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level.
on 11-07-2022 14:45
on 13-07-2022 14:57
Hi Kenshin,
Thank you for reaching back out and for the update, how are things today, has the area issue now been resolved.
Regards
Paul.
on 15-07-2022 17:05
on 17-07-2022 17:39
Hi Kenshin,
Thank you for your update and letting us know you have seen improvements.
How have things been over the weekend please?
on 18-07-2022 19:51
Hi Natalie,
It was ok over the weekend.
However, today it went down for 5 hours. A factory reset again got it working eventually but I now think the hub itself is at fault rather than simply overheating. Phone earlier and the lady on the phone was unable to reach the hub to perform any checks and a technician is booked in to visit tomorrow, hopefully to swap out the superhub.
on 20-07-2022 20:34
Thank you for getting back to us Kenshin.
Our apologies for the issues today, please do let us know how the visit goes and if you require any further assistance.
Thanks
on 26-07-2022 12:40