Daily Disconnects (in modem mode) Post RS Errors plus log errors

[jawilliamson]

Hi

Having a few issues with my router reporting latency, packet loss, and disconnection from the internet.  I've had a look at the network log in my Hub 3 and can see various errors - RCS Partial Service, T3 Timeouts, Sync Failure etc.  When looking at the stats the stats there were a lot of Post RS errors on the channels (minimum 900 maximum 9000). I powered down the Hub yesterday at around 8AM to clear the Post RS errors down to 0.  This morning around 2:30 AM I got another short disconnection.   I can see in my BQM that there was total packet loss for a time and the Post RS errors are back to over 100 with more errors logged in around 30 hours since reboot.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8047b448d37860198b388a7459604f3e83703a3e-25-04-2023

Downstream bonded channels

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

1	203000000	0.5	38	256 qam	9
2	211000000	0.5	38	256 qam	10
3	219000000	0.5	38	256 qam	11
4	227000000	0.4	38	256 qam	12
5	235000000	0.2	38	256 qam	13
6	243000000	0	38	256 qam	14
7	251000000	0.2	38	256 qam	15
8	259000000	0.2	38	256 qam	16
9	267000000	0.2	38	256 qam	17
10	275000000	0	40	256 qam	18
11	283000000	0	38	256 qam	19
12	291000000	-0.2	38	256 qam	20
13	299000000	-0.2	38	256 qam	21
14	307000000	0	40	256 qam	22
15	315000000	-0.2	38	256 qam	23
16	323000000	-0.5	38	256 qam	24
17	331000000	-0.9	38	256 qam	25
18	339000000	-1	38	256 qam	26
19	347000000	-1.2	38	256 qam	27
20	355000000	-1.2	38	256 qam	28
21	363000000	-1	38	256 qam	29
22	371000000	-1	38	256 qam	30
23	379000000	-1	38	256 qam	31
24	387000000	-1	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	67	66
2	Locked	38.9	51	56
3	Locked	38.9	64	42
4	Locked	38.6	57	39
5	Locked	38.9	65	44
6	Locked	38.9	73	44
7	Locked	38.9	77	37
8	Locked	38.6	57	80
9	Locked	38.9	55	103
10	Locked	40.3	51	71
11	Locked	38.9	30	119
12	Locked	38.6	54	175
13	Locked	38.9	47	217
14	Locked	40.3	58	85
15	Locked	38.9	76	99
16	Locked	38.6	66	98
17	Locked	38.9	50	145
18	Locked	38.9	72	115
19	Locked	38.6	60	99
20	Locked	38.6	87	87
21	Locked	38.9	64	101
22	Locked	38.9	65	118
23	Locked	38.9	50	101
24	Locked	38.9	37	73

Network Log

Time Priority Description

25/04/2023 05:53:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2023 14:00:50	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2023 06:59:57	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2023 17:06:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2023 08:43:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2023 19:41:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:53:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:35:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:35:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:35:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:35:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:28:33	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:28:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:28:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:28:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 15:28:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 10:31:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2023 06:54:5	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

BQM shows mostly fine to your router most likely so maybe your LAN side is the problem? On a wired device run a ping -t 194.168.4.100 and see if its stable.

[jawilliamson]

Ping is fine from LAN (and WAN to Router as indicated in the graph).  The router (Unifi UDR) pings out continuously and logs when there's packet loss/increased latency.  By default it pings 1.0.0.0 but I have previously switched that to the VM DNS that you specified.  When I see an issue logged by the UDR there's a corresponding issue logged in the Hub 3 and a (brief) loss of internet connection.  This is often in the early hours but has also happened during the daytime.

[legacy1]

Maybe VM DNS is going down? Your BQM to your router shows mostly fine but its possible that route dose not go down and going to a site on another route is a problem.

[IPFreely]

Disconnects due to loss of sync with downstream carriers and RCS partial service messages when the modem reconnects look like RF issues.

This needs a technician in the first instance to check the drop and Hub. 

[jawilliamson]

Yeah it's happened again overnight.  The BQM and router show the disconnect at just after 2 AM.  Post RS errors have reset to zero in the log.

25/04/2023 05:53:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[IPFreely]

---

@jawilliamson wrote:

Yeah it's happened again overnight.  The BQM and router show the disconnect at just after 2 AM.  Post RS errors have reset to zero in the log.

25/04/2023 05:53:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

---

Yeah definitely needs a technician. I'm going to butt out so that I don't interfere with your getting a response from the folks that can book one for you. Hopefully it's something simple on your drop cabling that they can fix.

[Sabrina_B]

Hi @jawilliamson 👋.

Thanks for your post. Are you still having issues in relation to this?

We would advise that whenever you are having network/connection/signal/speed issues that you run the same diagnostics again with our Hub not in modem mode and this can cause conflicts with the accuracy of the data. 
Check the compatibility of the third party equipment and ensure that any firmware is up to date.
Also ensure that our Hub has the latest firmware installed also.

Any new firmware updates may not be compatible when using equipment as a slave or host system with the current set up and may require to be installed as an extension of our Hub rather than modem mode.

Keep us updated.

Sabrina

[jawilliamson]

"Thanks for your post. Are you still having issues in relation to this?"

The same thing repeated again at 2 AM for another two nights but Ok today.  Post RS errors have remained at zero but there is another T3 timeout logged.

"We would advise that whenever you are having network/connection/signal/speed issues that you run the same diagnostics again with our Hub not in modem mode and this can cause conflicts with the accuracy of the data."

I'm unable to do that without reconfiguring the WiFi on every device in my home and I'm not prepared to do that.

"Check the compatibility of the third party equipment and ensure that any firmware is up to date."

The router should be compatible and the firmware is up to date.

"Also ensure that our Hub has the latest firmware installed also."

How would I know whether the firmware is up to date on the VM Hub 3 or not?  As far as I'm aware the firmware cannot be updated manually and there's no way to force a firmware check.  Where can I find what the latest available firmware is? The current config file is cmreg-vmdg505-bbt053-b.cm

"Any new firmware updates may not be compatible when using equipment as a slave or host system with the current set up and may require to be installed as an extension of our Hub rather than modem mode."

Are you saying that modem mode is not supported?  Adding a router to the hub without putting it in modem mode mode will result in double NAT and will make the system unusable.

[Vikki_M]

Hi jawilliamson  

Thank you for your response.

For us to be able to run accurate checks on our side, we would require the hub to be in router mode for at least 24 hours.

If you are willing to do that, please kindly let us know here and we can assist further.