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rickyrick
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Message 1 of 9
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regular disconnections

Hi

I recently had my broadband go down and the superhub 3 was replaced, since then I am getting drops randomly during the day.

See below for the log, can anyone assist?

06/09/2019 02:04:17Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:04:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:10:40Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:10:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:15:12Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:15:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:20:37Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:20:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:25:46Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:25:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:27:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:27:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:28:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:31:25Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:31:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:38:9Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:38:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:44:40Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:44:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 16:58:35criticalReceived 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;
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jbrennand
Alessandro Volta
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Message 2 of 9
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Re: regular disconnections

Also post up all of the data from the Downstream & Upstream pages in the Hub's status.

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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rickyrick
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Message 3 of 9
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Re: regular disconnections

See below, thanks.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13150000000.238256 qam23
21390000000.538256 qam1
3147000000138256 qam2
41550000000.938256 qam3
51630000000.238256 qam4
61710000000.738256 qam5
71790000000.538256 qam6
81870000000.238256 qam7
91950000000.438256 qam8
102030000000.438256 qam9
11211000000038256 qam10
12219000000-0.238256 qam11
13227000000-0.238256 qam12
14235000000-0.438256 qam13
15243000000-0.538256 qam14
16251000000038256 qam15
172590000000.538256 qam16
182670000000.738256 qam17
192750000000.538256 qam18
202830000000.738256 qam19
212910000000.538256 qam20
222990000000.738256 qam21
233070000000.238256 qam22
243230000000.238256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9973
2Locked38.6114726
3Locked38.971626
4Locked38.9105122
5Locked38.9322315
6Locked38.641712
7Locked38.972513
8Locked38.668813
9Locked38.968012
10Locked38.630313
11Locked38.921513
12Locked38.916912
13Locked38.913813
14Locked38.911513
15Locked38.99718
16Locked38.95336
17Locked38.93729
18Locked38.91928
19Locked38.92826
20Locked38.91628
21Locked38.92027
22Locked38.91214
23Locked38.91361
24Locked38.91

26

 

 

 

 

Cable Modem Status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000635.55512064 qam10


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

 

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
315000000
Locked
Ranged Upstream Channel (Hz)
32600063
Locked
Provisioning State
Online
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Tudor
Hero
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Message 4 of 9
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Helpful Answer

Re: regular disconnections

Your upstream level in way too high, should be below 5.1, and you should have 4 upstream channels not 1. Call customer services and report the fault, you need a technician visit to rectify. 


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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rickyrick
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Message 5 of 9
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Re: regular disconnections

Thanks, will do.

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rickyrick
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Message 6 of 9
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Re: regular disconnections

Called 150, sat for 20 minutes listening to the same songs play again and again !

Guy told me issue with upstream and he will pass to the remote team who can check/fix it. Although when I asked if they will call me to confirm if fixed or not, he said they can't !

Told me to monitor for 2 more days and call back if still an issue.

Sounds like I am being fobbed off.....

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Tudor
Hero
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Message 7 of 9
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Re: regular disconnections

It certainly does. Get those stats each day and post them, all ammunition. 


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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Forum Team
Forum Team
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Message 8 of 9
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Re: regular disconnections

Hi rickyrick
What I will need to do is arrange for an engineer to attend 
First of all we need to pass security by means of a private message 
Can you check the purple envelope top right of your screen 
Regards 
Gareth_L

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rickyrick
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Message 9 of 9
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Re: regular disconnections

Thanks Gareth, I do not see any PM showing from you, but will keep checking.

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