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Kenshin
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Hub3 dropping internet and unreachable

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:

Network Log

Time Priority Description

11/07/2022 12:56:42criticalReceived 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 12:46:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2022 12:44:44criticalReceived 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 12:39:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2022 12:10:20criticalReceived 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 12:05:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2022 12:00:22criticalReceived 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 11:10:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2022 10:51:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2022 08:09:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2022 03:24:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 22:14:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 22:12:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 20:39:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 17:34:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 17:33:7criticalReceived 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 17:27:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 17:20:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 17:19:11criticalReceived 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 15:35:9Warning!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.

My Broadband Ping - Virgin Domain
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Kenshin
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Message 2 of 11
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Re: Hub3 dropping internet and unreachable

For info:

Downstream bonded channels

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

1235000000-1.240256 qam13
2243000000-1.240256 qam14
3251000000-1.240256 qam15
4259000000-1.740256 qam16
5267000000-1.740256 qam17
6275000000-1.740256 qam18
7283000000-240256 qam19
8291000000-2.240256 qam20
9299000000-1.538256 qam21
10307000000-1.940256 qam22
11315000000-238256 qam23
12323000000-1.740256 qam24
13331000000-1.540256 qam25
14339000000-238256 qam26
15347000000-240256 qam27
16355000000-1.540256 qam28
17363000000-2.240256 qam29
18371000000-2.739256 qam30
19379000000-2.440256 qam31
20387000000-2.540256 qam32
21395000000-2.940256 qam33
22403000000-2.940256 qam34
23411000000-2.540256 qam35
24419000000-3.440256 qam36



Downstream bonded channels

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

1Locked40.35022
2Locked40.3310
3Locked40.3350
4Locked40.3330
5Locked40.3370
6Locked40.9390
7Locked40.9360
8Locked40.3370
9Locked38.9270
10Locked40.3280
11Locked38.9180
12Locked40.3200
13Locked40.3200
14Locked38.6190
15Locked40.3200
16Locked40.9190
17Locked40.9250
18Locked39.3200
19Locked40.3270
20Locked40.3180
21Locked40.3100
22Locked40.9130
23Locked40.3200
24Locked40.3220

 

Upstream bonded channels

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

14620000048512064 qam3
26030000049512064 qam1
35370000048.8512064 qam2
43940000047.3512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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

SFID153334
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID153333
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
My Broadband Ping - Virgin Domain
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Tudor
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Message 3 of 11
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Re: Hub3 dropping internet and unreachable

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.


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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Kenshin
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Message 4 of 11
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Re: Hub3 dropping internet and unreachable

According to the robot lady there is an intermittent fault, of course as its intermittently failing...

Got the text with link to check after 23 hours.

My Broadband Ping - Virgin Domain
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Paul_DN
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Re: Hub3 dropping internet and unreachable

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.

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Kenshin
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Message 6 of 11
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Re: Hub3 dropping internet and unreachable

Hi Paul,

Curiously everything seems to have sorted itself since I went through the phone and "checks" were done.

Will be interesting to see what happens over the weekend but for now all good!

My Broadband Ping - Virgin Domain
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Natalie_L
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Message 7 of 11
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Re: Hub3 dropping internet and unreachable

Hi Kenshin,

Thank you for your update and letting us know you have seen improvements. 

How have things been over the weekend please?

 

Nat
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Kenshin
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Message 8 of 11
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Re: Hub3 dropping internet and unreachable

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.

My Broadband Ping - Virgin Domain
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Natalie_L
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Re: Hub3 dropping internet and unreachable

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 

 

Nat
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Kenshin
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Message 10 of 11
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Re: Hub3 dropping internet and unreachable

Visit was earlier than anticipated but not a problem. The issue was down to power levels being affected by a frankly ancient cable splitter (15+ years old) in the brown box outside the house.

After swapping it out and checking the levels all was well again, nice easy fix.

My Broadband Ping - Virgin Domain
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