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parkorr
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Superhub 3 upstream modulation issue

I am on M350 with a Superhub 3.  The modulation of one of the upstream bonded channels has dropped from 64 qam to 16 qam, resulting in reduction of upstream throughput by about 30 to 40% to around 20 Mbps on a LAN connected pc .  I first noticed this a couple of months ago on an intermittent basis, but for a couple of weeks it has now been continuous, and T3 timeouts are racking up for that channel.  It is always only the first of the bonded channels, Channel ID 12, the other 3 are always all solid at 64 qam with no timeouts.  Downstream performance is fine, with speed tests in excess of 350 Mbps on a LAN connected pc.  I have rebooted the hub numerous times, and also performed a factory reset, to no avail.  As the other 3 upstream, and all downstream channels are fine, I don't think this can be a coax cable connection issue, could this be a faulty Superhub, or possibly other hardware on the Virgin network?

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parkorr
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Re: Superhub 3 upstream modulation issue

Upstream bonded channels

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

12579995532.8512016 qam12
23939996631512064 qam9
34620000030.8512064 qam8
43260000031.5512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00370
2ATDMA0000
3ATDMA0000
4ATDMA0000




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parkorr
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Re: Superhub 3 upstream modulation issue

Downstream bonded channels

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

120300000016.533256 qam9
221100000016.434256 qam10
321900000016.534256 qam11
422700000016.534256 qam12
523500000016.835256 qam13
624300000016.835256 qam14
725100000016.635256 qam15
825900000016.435256 qam16
926700000016.134256 qam17
1027500000015.934256 qam18
112830000001635256 qam19
1229100000016.535256 qam20
1329900000016.935256 qam21
1430700000016.634256 qam22
1531500000016.634256 qam23
1632300000016.335256 qam24
1733100000016.335256 qam25
1837100000016.335256 qam26
1937900000016.135256 qam27
2038700000015.935256 qam28
213950000001635256 qam29
224030000001635256 qam30
2341100000016.336256 qam31
2441900000016.436256 qam32



Downstream bonded channels

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

1Locked34.41632450
2Locked34.41203240
3Locked34.9633400
4Locked35271610
5Locked35.7142670
6Locked35.5135950
7Locked35.5145910
8Locked35.5181620
9Locked35326290
10Locked35434200
11Locked35332860
12Locked35.7220560
13Locked35.5237730
14Locked35.5258990
15Locked35300790
16Locked35324450
17Locked35.5211210
18Locked36.318800
19Locked36.316280
20Locked36.320180
21Locked36.321780
22Locked36.318190
23Locked36.611570
24Locked36.38190

 

Network Log

Time Priority Description

28/12/2020 12:10:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:57:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:55:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:41:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:36:33noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:34:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:30:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 10:18:41criticalTFTP file complete - but failed Message Integrity check MIC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:53Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 20:08:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 20:00:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:32:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:21:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:17:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 14:47:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 14:44:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 14:43:4Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 09:21:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 4 of 14
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Re: Superhub 3 upstream modulation issue

Your Downstream Power Levels are all too high and the Upstream are on the low side.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Lisa_CC
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Message 5 of 14
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Re: Superhub 3 upstream modulation issue

Hi there parkorr, sorry to hear about your broadband issues. I've had a nosey at your network details and @MikeRobbo is correct, your upstream and downstream levels are out of range on all channels which will need an engineer visit to put right. I've arranged this for the soonest possible date and will send you a Private Message to confirm it just in case it doesn't pop up in time on your online account.

 

Thanks,

 

Lisa

 

 

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Lisa_CC
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Re: Superhub 3 upstream modulation issue

Hi @parkorr and thanks for the Private Message, I'm posting back on the public thread in case we need to show other Teams of the issues you're still having (they can't see our Private Messages).

I'm sorry it's still not fixed after the tech visit 😞 I've had a look at your details and the levels are all fine. The QAM when looking at your live stats are also at 64 but as you've mentioned, it may be going up and down. I've emailed the engineer who visited to ask for clarification to see if he's report it to our Networks Team to take a look at it and will provide an update when he gets back.  

Thanks,  

Lisa

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parkorr
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Message 7 of 14
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Re: Superhub 3 upstream modulation issue

It looks like my upstream issue has been resolved, no more packet loss and upload speed returned to normal, above 30Mbps.  I notice that the bonded channels for both upstream and downstream have changed, and now 6 of the downstream channels SNR is below 33 dB and that downstream throughput speed is slightly down too from what is was previously.  Speeds checked on a LAN connected pc.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ac5978c6fa53b1d4a665b69bb82b1aff8f...

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parkorr
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Message 8 of 14
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Re: Superhub 3 upstream modulation issue

Downstream bonded channels

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

1203000000633256 qam9
21390000006.530256 qam1
31470000006.530256 qam2
41550000006.531256 qam3
51630000006.631256 qam4
6171000000732256 qam5
71790000007.132256 qam6
8187000000733256 qam7
91950000006.533256 qam8
102110000005.933256 qam10
11219000000633256 qam11
12227000000634256 qam12
132350000006.334256 qam13
142430000006.134256 qam14
15251000000634256 qam15
162590000005.634256 qam16
172670000005.534256 qam17
182750000005.334256 qam18
192830000005.534256 qam19
202910000005.935256 qam20
212990000006.134256 qam21
22307000000634256 qam22
23315000000634256 qam23
243230000005.634256 qam24



Downstream bonded channels

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

1Locked33.464427360
2Locked30.55553405370
3Locked30.84161494690
4Locked313061466090
5Locked31.61364813110
6Locked32.2508574670
7Locked32.9140557080
8Locked33.367762750
9Locked33.369414970
10Locked33.846821110
11Locked33.923531330
12Locked34.49646230
13Locked34.95437340
14Locked34.94865340
15Locked34.95717020
16Locked34.47246600
17Locked34.410808960
18Locked34.414498510
19Locked34.411068750
20Locked34.97380310
21Locked34.47947960
22Locked34.97776920
23Locked34.98087050
24Locked34.49706890
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parkorr
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Message 9 of 14
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Re: Superhub 3 upstream modulation issue

Upstream bonded channels

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

13940000041.3512064 qam9
24620000041512064 qam8
36030000042.3512064 qam6
45370000042512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

04/01/2021 13:57:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 17:22:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 17:11:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 12:18:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:39:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:37:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:37:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:37:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:35:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:35:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:35:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:35:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:20:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:17:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:15:25criticalReceived 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;
30/12/2020 11:13:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:13:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:13:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:13:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 11:08:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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parkorr
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Message 10 of 14
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Re: Superhub 3 upstream modulation issue

Although everything seemed to be sorted on 4 January, with no more dropped packets, upstream channel modulation at 64 QAM, downstream SNR better than ever at 38dB, things have taken a turn for the worse again on 15 January.  Dropped packets have returned and one upstream channel modulation down to 16 QAM.  It started around 4pm on the 15th, screenshot and link to live BQM below.

2021-01-16.JPG

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ac5978c6fa53b1d4a665b69bb82b1aff8f...

I have rebooted the Superhub 3, but no difference.  Please can this be looked into?

Upstream bonded channels

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

12579991841.3512016 qam12
23940000039.8512064 qam9
34620000039.8512064 qam8
43259996640.3512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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