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PigHill_Jimster
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Regular Disconnection Issues

Have Hub3 on 200Mb/s.

I am seeing regular disconnections on all devices between midnight and 2am each night.

Typically I am using my laptop with an ethernet connection when the network icon changes to the wire-frame globe saying connected but no internet available. All other devices, wired by ethernet or WiFi, are also experiencing no internet connection at this time.

Just after this occurs the lights on the hub go through the sequence of:

Green WiFi light and power light flashing green

Green WiFi, Green Arrows, Red Phone, power light flashing white

Green WiFi, Green Arrows, Green Phone, power light white but not flashing

Green Phone, power light white but not flashing

Power light white, not flashing.

The problem period typically lasts for 15 to 20 minutes and seems to occur at various times after midnight up to 2,30 AM in the morning.

Location is North Swindon.

Recycling the power on the Hub or doing a reset is not solving this issue.

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PigHill_Jimster
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Re: Regular Disconnection Issues

Downstream bonded channels

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

14110000001.238256 qam1
24190000001.238256 qam2
3427000000138256 qam3
44350000001.238256 qam4
54430000001.238256 qam5
64510000001.438256 qam6
74590000001.540256 qam7
84670000001.538256 qam8
94750000001.538256 qam9
104830000001.740256 qam10
114910000001.738256 qam11
124990000001.738256 qam12
135070000001.440256 qam13
145150000001.740256 qam14
155230000001.938256 qam15
16531000000240256 qam16
175390000001.738256 qam17
185470000001.738256 qam18
195550000001.538256 qam19
205630000001.540256 qam20
215710000001.740256 qam21
225790000001.740256 qam22
23587000000238256 qam23
245950000002.240256 qam24

 

Downstream bonded channels

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

1Locked38.950
2Locked38.970
3Locked38.6120
4Locked38.9180
5Locked38.950
6Locked38.960
7Locked40.3170
8Locked38.660
9Locked38.970
10Locked40.370
11Locked38.960
12Locked38.960
13Locked40.360
14Locked40.380
15Locked38.970
16Locked40.9100
17Locked38.970
18Locked38.950
19Locked38.950
20Locked40.370
21Locked40.370
22Locked40.350
23Locked38.9160
24Locked40.980
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PigHill_Jimster
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Re: Regular Disconnection Issues

Upstream bonded channels

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

15370000034.3512064 qam2
23940002034.5512064 qam4
34620000034.3512064 qam3
46030000034.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0010
4ATDMA0000
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PigHill_Jimster
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Re: Regular Disconnection Issues

Network Log

Time Priority Description

21/04/2021 08:12:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:52:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:46:33criticalReceived 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;
21/04/2021 01:44:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:44:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:44:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:44:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:44:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:23:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:21:38criticalReceived 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;
21/04/2021 01:19:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:19:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:19:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:19:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:19:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 01:19:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 00:30:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 00:12:41criticalReceived 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;
21/04/2021 00:10:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 00:10:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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PigHill_Jimster
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Re: Regular Disconnection Issues

Disconnections2.JPGDisconnections.JPG

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Paul_DN
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Re: Regular Disconnection Issues

Hi PigHill_Jimster,

 

Thank you for reaching out to us in our community and welcome, I am sorry to hear you are getting regular disconnections.

 

Is this with a wired or WIFI connection, are all devices losing connection at the same time?

 

 

I have had a look our end and couldn't see anything which could be causing this, everything is in green and all levels look as expected and within spec, please continue to run the BQM and post a full 72 hours live so we can look further onto this.

 

Regards

 

Paul.

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PigHill_Jimster
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Re: Regular Disconnection Issues

The issue is happening to all devices connected to the hub at the same time. This includes wireless and wired devices and my laptop whether it is connected wirelessly or via ethernet cable.

At the relevant times in the evening, if the connection doesn't disappear completely, the speed drops significantly from the 213 Mb/s I get on the 200 Mb/s package I pay for to much slower speeds. Today for example it has dropped to 72 Mb/s.

Here are the monitoring results.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9599d322593ec6e5ca7d2115f7f1ac6c55...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0ba42c29e00d139df5079176156fed2e22...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bc52a75852d8f4d3ac70259c48c5894a2c...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/172983358f7286db5ce656439b8d5bdad5...




 

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Steven_L
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Re: Regular Disconnection Issues

Thanks for coming back to us @PigHill_Jimster.

 

I have looked into your account further and can see that there is an issue with some of your power levels that I can see on our live information, this will need an engineer to be sent out to resolve this for you.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Track Your Order.

 

Regards

Steven_L

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