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Robertos42
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Time outs on Superhub 3

I have been getting a lot of internet drop outs lateley, on checking the modem logs I see many 'out of range' messages.  Can someone have a look at the numbers please and see whats wrong.

Network Log

Time

Priority

Description

15/08/2020 16:57:39

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:57:39

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:56:0

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:55:59

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:54:20

critical

No Ranging Response received - T3 time-out;CM- XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX ;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:54:20

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:52:40

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:52:40

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:51:20

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:51:20

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:50:0

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:50:0

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:48:40

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:48:40

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:47:20

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:47:20

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:46:1

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:46:0

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:44:41

critical

No Ranging Response received - T3 time-out;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 16:44:40

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

 

 

    

 

 

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

291000000

5.8

38

256 qam

20

2

139000000

4.9

38

256 qam

1

3

147000000

5.4

38

256 qam

2

4

155000000

5.5

40

256 qam

3

5

163000000

5.5

38

256 qam

4

6

171000000

5.5

38

256 qam

5

7

179000000

5.5

40

256 qam

6

8

187000000

5.6

38

256 qam

7

9

195000000

5.6

38

256 qam

8

10

203000000

5.4

40

256 qam

9

11

211000000

5.1

38

256 qam

10

12

219000000

5

38

256 qam

11

13

227000000

5.1

38

256 qam

12

14

235000000

5

38

256 qam

13

15

243000000

4.8

38

256 qam

14

16

251000000

4.6

38

256 qam

15

17

259000000

4.6

38

256 qam

16

18

267000000

5

38

256 qam

17

19

275000000

5.4

38

256 qam

18

20

283000000

5.5

40

256 qam

19

21

299000000

5.9

38

256 qam

21

22

307000000

5.8

38

256 qam

22

23

315000000

5.8

40

256 qam

23

24

323000000

5.6

38

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

191

60

2

Locked

38.9

19979

3935

3

Locked

38.9

7645

3440

4

Locked

40.3

12007

3089

5

Locked

38.9

23903

2022

6

Locked

38.9

5595

700

7

Locked

40.3

21839

350

8

Locked

38.9

2045

212

9

Locked

38.9

493

129

10

Locked

40.3

434

149

11

Locked

38.6

374

137

12

Locked

38.9

425

131

13

Locked

38.9

668

143

14

Locked

38.6

859

132

15

Locked

38.9

617

94

16

Locked

38.9

590

130

17

Locked

38.9

505

100

18

Locked

38.9

369

176

19

Locked

38.9

264

65

20

Locked

40.3

188

62

21

Locked

38.9

151

69

22

Locked

38.9

124

72

23

Locked

40.3

137

44

24

Locked

38.9

110

56

 

 

      

 

 

 

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MikeRobbo
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Re: Time outs on Superhub 3

Can you post your Upstream stats as well please.

Then

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 can 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Robertos42
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Re: Time outs on Superhub 3

Here are the upstream stats:

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200004

5.1

5120

64 qam

11

2

53700012

5.1

5120

64 qam

10

3

60299998

5.1

5120

64 qam

9




Upstream bonded channels

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

 

 

       

 

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Robertos42
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Re: Time outs on Superhub 3

My BQM 

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Tudor
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Re: Time outs on Superhub 3

Upstream power levels are too high and you only have 3 channels when you should have 4. Call customer services and report the problem or else wait for a VM staff member to get to your post. 


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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Robertos42
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Re: Time outs on Superhub 3

Hi Tudor

It appears that the 3 channels occur when this appears in the log:

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC= XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

When this appeared in the log after restarting the modem:

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I got

1394000074.7512064 qam12
2461999914.8512064 qam11
3537000094.7512064 qam10
4603000174.75512064 qam9

 

but this issue still persists. Could it point to a faulty hub?

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Robertos42
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Re: Time outs on Superhub 3

Hi Tudor

On further examination of the logs it appears thet downstream power levels are highewhen a successful connection is made:

1

291000000

6.5

38

256 qam

20

2

139000000

7.9

38

256 qam

1

3

147000000

8.1

38

256 qam

2

4

155000000

8

40

256 qam

3

5

163000000

7.9

40

256 qam

4

6

171000000

7.6

40

256 qam

5

7

179000000

7.5

40

256 qam

6

8

187000000

7.5

38

256 qam

7

9

195000000

7.4

40

256 qam

8

 

These are the levels when no connection:

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

291000000

5.8

38

256 qam

20

2

139000000

4.9

38

256 qam

1

3

147000000

5.4

38

256 qam

2

4

155000000

5.5

40

256 qam

3

5

163000000

5.5

38

256 qam

4

6

171000000

5.5

38

256 qam

5

7

179000000

5.5

40

256 qam

6

 

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John_GS
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Re: Time outs on Superhub 3

Hi Robertos42

 

Thanks for posting and apologies for the broadband issues. I've had a check today on our systems and it's now showing 4 upstream channels and all levels in spec.

 

I do hope therefore everything is resolved but do let me know if you need further assistance.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Robertos42
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Re: Time outs on Superhub 3

Hi John

After reading another similar (older) thread I reset the modem with the button on the back of the hub and all seems to be now working as it should,  with no timeouts showing and no post RS errors. (fx Crosses everything 🙂 fx)

Reset was at 1145 16/08/20 and now 1000 17/08/20. (UK time)

Hopefully this may help someone else.

Robert

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