broadband cutting out

[patrickk]

Hi guys my broadband has been rock solid since you last helped me out until the last day or two.

my broadband cut out last night while it was raining for a short while mid evening and ive noticed that the brown cover where the cable is coming into my flat is missing. I presume that is what is causing the problem. but when i log into my hub 3 on the hub over view on the front page ive noticed i get internet(Partial Service (US only)) logs will follow as i know i will be asked for them. any hep would be appreciated. edit Ive tried restarting and resetting the hub but the logs have stayed pretty much the same. although  ive only noticed the one drop out so far.

[patrickk]

Hi jbrennand ive done another pinhole reset and the routers is still showing the same things in the logs. logs in folloing posts.

[patrickk]

Hub 3.0 status overview

Your Hub 3.0 status
	Wireless(On (2.4 and 5 GHz))   Internet(Partial Service (US only))   Telephony(Disabled)

Wireless connected devices: 0

Ethernet Connected devices: 1

DESKTOP-UDLB9KE

[patrickk]

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	46200009	Locked
Provisioning State	Online

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	9.3	40	256 qam	25
2	203000000	8.6	40	256 qam	9
3	211000000	8.5	40	256 qam	10
4	219000000	8	40	256 qam	11
5	227000000	7.1	40	256 qam	12
6	235000000	6.9	40	256 qam	13
7	243000000	7.1	40	256 qam	14
8	251000000	7.5	40	256 qam	15
9	259000000	7.6	40	256 qam	16
10	267000000	8	40	256 qam	17
11	275000000	8.1	40	256 qam	18
12	283000000	8.5	40	256 qam	19
13	291000000	8.5	40	256 qam	20
14	299000000	8.8	40	256 qam	21
15	307000000	8.4	40	256 qam	22
16	315000000	9	40	256 qam	23
17	323000000	9	40	256 qam	24
18	371000000	9.1	40	256 qam	26
19	379000000	9	40	256 qam	27
20	387000000	8.9	40	256 qam	28
21	395000000	8.9	40	256 qam	29
22	403000000	8.6	40	256 qam	30
23	411000000	8.3	40	256 qam	31
24	419000000	7.6	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	0	0
2	Locked	40.3	19	0
3	Locked	40.9	4	0
4	Locked	40.9	6	0
5	Locked	40.3	0	0
6	Locked	40.9	0	0
7	Locked	40.9	0	0
8	Locked	40.9	4	0
9	Locked	40.3	0	0
10	Locked	40.3	5	0
11	Locked	40.9	4	0
12	Locked	40.9	6	0
13	Locked	40.9	5	0
14	Locked	40.9	6	0
15	Locked	40.9	0	0
16	Locked	40.9	5	0
17	Locked	40.9	0	0
18	Locked	40.3	0	0
19	Locked	40.9	5	0
20	Locked	40.9	4	0
21	Locked	40.3	3	0
22	Locked	40.9	5	0
23	Locked	40.9	5	0
24	Locked	40.9	0	0

[patrickk]

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

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

1	46200009	43.3	5120	64 qam	1
2	32600029	43.3	5120	64 qam	3
3	39400004	43.3	5120	64 qam	2

Upstream bonded channelsChannel 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

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network LogTime Priority Description

07/07/2021 13:33:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:32:41	critical	Received 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;
07/07/2021 13:32:11	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:31:22	critical	Received 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;
07/07/2021 13:30:52	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:30:2	critical	Received 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;
07/07/2021 13:29:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:29:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:28:42	critical	Received 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;
07/07/2021 13:28:12	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:27:35	critical	Received 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;
07/07/2021 13:27:5	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:27:5	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:26:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:23:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:23:27	critical	Received 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;
07/07/2021 13:23:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:22:57	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:22:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:22:37	critical	Received 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;

[lotharmat]

Still three channels!

I'd wait for a forum rep to weigh in! - They'll likely need to book an engineer!

[Alex_RM]

Hi patrickk,

Thanks for posting and sorry to see you're having some issues with your connection.

I've been able to locate your account using your forum details, it looks like there has been some performance issues identified and an engineer will be needed.

I need a few more details from you before I can arrange this, so I've popped you over  private message (purple envelope, top right hand corner)

Alex_Rm

[patrickk]

Hi Alex thank you.I've replied to your message with the information you've requested.

[Alex_RM]

Thank you for sending those details over 🙂

I've arranged the engineer visit for you now, you can view the time and date of the appointment via your online account here

Alex_Rm

[patrickk]

Thank you for arranging the engineer visit Alex its appreciated..

[patrickk]

update. had the engineer visit this morning and everything is fine my side and is passing it onto the network team as is something to do with the power (levels)? going to my local roadside green box. thank you to louis!.