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swisschard
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Superhub 3 modem mode frequent connection drops #3

Hello folks, 2 weeks ago I was seeing intermittent connection problems, posted in this forum and an engineer came out to fit an attenuator. This fixed the problem then.

Today I am seeing connection drops and timeouts everywhere again. I powered off the router for 5 minutes, powered on, waited a short while and the problem is still present. Here's the diagnostics I see now from the router - it looks like I am experiencing too many RS errors perhaps.

Can someone advise me what to do next please?

Downstream

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

13310000008.435256 qam25
22030000006.835256 qam9
32110000006.634256 qam10
42190000006.934256 qam11
5227000000735256 qam12
62350000006.935256 qam13
72430000006.935256 qam14
82510000006.835256 qam15
92830000007.435256 qam19
102910000007.535256 qam20
113870000009.536256 qam32
12259000000735256 qam16
132670000007.335256 qam17
142750000007.335256 qam18
152990000007.635256 qam21
163070000007.335256 qam22
173150000007.536256 qam23
183230000007.835256 qam24
193390000008.535256 qam26
203470000008.836256 qam27
213550000008.836256 qam28
223630000009.336256 qam29
233710000009.536256 qam30
243790000009.536256 qam31

 

Downstream bonded channels

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

1Locked35.51132352830188
2Locked35433791345994
3Locked34.9560451927220
4Locked35594741905137
5Locked31629291917895
6Locked27.4634131911069
7Locked26.7674721918236
8Locked26.7728542071134
9Locked26.91081743015182
10Locked35.21100102988451
11Locked35.91108972586768
12Locked35.71302163318540
13Locked35.5450421355068
14Locked35576021937823
15Locked35661512470873
16Locked35642561929753
17Locked35704622469055
18Locked35752662469076
19Locked35809432619374
20Locked35.51196133537628
21Locked35.71223753500634
22Locked36.31324603021352
23Locked35843582643070
24Locked35.5865542611653
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000003.975512032 qam4
2462000003.925512032 qam3
3537000003.975512032 qam2
4603000003.975512032 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network log

Time Priority Description
10/10/2020 13:23:3Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:3Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:3criticalNo Ranging Response received - T3 time-out;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:2Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:2Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:1Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!Lost MDD Timeout;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!Lost MDD Timeout;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!Lost MDD Timeout;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!Lost MDD Timeout;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!RCS Partial Service;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 13:23:0Warning!Lost MDD Timeout;CM-MAC=mac_address_1;CMTS-MAC=mac_address_2;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 2 of 49
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Helpful Answer

Re: Superhub 3 modem mode frequent connection drops #3

Your Hub data is all over the place and will need an engineer to put things right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

 


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jbrennand
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Re: Superhub 3 modem mode frequent connection drops #3

Mike's right data is awful. Try a reset first and see if if it helps - unlikely but worth a go - do it this way.
-------------------------------------
First switch the Hub off for 5 minutes - whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do the Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first !

Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press its reset "pin" in firmly to the stop point with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for (a timed!) 60 seconds – release the pin then leave the Hub 10’ to stabilise.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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swisschard
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Re: Superhub 3 modem mode frequent connection drops #3

Thanks John - I tried this a couple of weeks ago or so with my previous issue and I tried it before that on my issue #1 (after which they sent a new router out).

Cabling looks good - I checked all that recently too. For what it's worth: VM has a fiber cabinet on the roof of my block, so I originally hoped that I wouldn't be suffering the sort of cabling problems a lot of people get on POTS broadband.

Cheers for the advice!

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MikeRobbo
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Re: Superhub 3 modem mode frequent connection drops #3

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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swisschard
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Re: Superhub 3 modem mode frequent connection drops #3

My BQM 

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MikeRobbo
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Re: Superhub 3 modem mode frequent connection drops #3

Looking at your BQM it looks like the device sat behind it isn't responding to pings.

Can you check, it might be listed as ICMP.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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swisschard
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Re: Superhub 3 modem mode frequent connection drops #3

Thanks Mike, I've enabled that now.

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MikeRobbo
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Re: Superhub 3 modem mode frequent connection drops #3

What device do you have behind the VM Hub to provide the routing functions ?


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swisschard
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Re: Superhub 3 modem mode frequent connection drops #3

A Ubiquiti ERLite-3

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