on 22-05-2022 18:58
Our Internet keeps dropping out, we're supposed to be on 200mbps, but regularly it'll drop to 40 or less and cuts out entirely. The important stuff is all hardwired, TIVO and PC's so i'd like to check if it's just the hub that's needing replaced or if it's something else. Logs attached below as per help cards, It was last switched off under 24 hours ago.
We have a
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 195000000 | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 8 | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 |
Power Level (dBmV) | -2.03 | -1.40 | -1.34 | -1.48 | -1.60 | -1.63 | -1.66 | -1.90 |
RxMER (dB) | 37.64 | 32.77 | 34.63 | 35.25 | 35.42 | 36.17 | 37.09 | 37.94 |
Pre RS Errors |
10240 | 20589976 | 8264589 | 7765273 | 10613236 | 7309473 | 1682774 | 57336 |
Post RS Errors |
1109 | 9642919 | 1955845 | 1435718 | 4598995 | 733737 | 20190 | 5771 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 11 | 12 | 10 | 9 |
Frequency (Hz) | 46200000 | 39400000 | 53700000 | 60300000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 64QAM | 64QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 51.00 | 51.00 | 51.00 | 51.00 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 0 | 0 | 0 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Network Log
First Time | Last Time | Priority | Error Number | Description |
22/05/2022 17:44:57 GMT | 22/05/2022 17:44:57 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:44:25 GMT | 22/05/2022 17:44:25 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:57 GMT | 22/05/2022 17:42:57 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:37 GMT | 22/05/2022 17:42:37 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:27 GMT | 22/05/2022 17:42:27 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:22 GMT | 22/05/2022 17:42:22 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:19 GMT | 22/05/2022 17:42:19 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:17 GMT | 22/05/2022 17:42:17 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:17 GMT | 22/05/2022 17:42:17 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:42:17 GMT | 22/05/2022 17:42:17 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:39:01 GMT | 22/05/2022 17:39:01 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:38:01 GMT | 22/05/2022 17:38:01 GMT | Error (4) | 68010302 | DHCP WAN IP - 77.100.94.111 |
22/05/2022 17:37:00 GMT | 22/05/2022 17:37:00 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
22/05/2022 17:34:49 GMT | 22/05/2022 17:34:49 GMT | Error (4) | 68010302 | DHCP WAN IP - 77.100.94.111 |
22/05/2022 17:34:10 GMT | 22/05/2022 17:34:10 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
22/05/2022 17:33:58 GMT | 22/05/2022 17:33:58 GMT | Error (4) | 68000407 | TOD established |
22/05/2022 17:33:42 GMT | 22/05/2022 17:33:42 GMT | Notice (6) | 84000510 | Downstream Locked Successfully |
22/05/2022 17:33:35 GMT | 22/05/2022 17:33:35 GMT | Critical (3) | 82000400 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
22/05/2022 17:33:31 GMT | 22/05/2022 17:33:31 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
23-05-2022 15:00 - edited 23-05-2022 15:02
Your Up power levels are all at the max 51dBmV - and so will be struggling. There are a lot of RS errors too - SH2 always shows a few but lets start from 0. Can you press the reset counter buttons and also do a pinhole reset to force the Up channels to reconnect and see if the power levels drop down
on 25-05-2022 15:24
Hi @Genom,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you are having intermittent service with your hub. We can understand this is not ideal and we want to best help. I have had a look at our systems and I can see there may be an issue with your hub power levels.
In this case, I have sent you a private message. Please lookout for the purple envelope and provide a response when you can.
Thanks
on 25-05-2022 20:24
Just to catch up, I did a pin reset and reset the counters Tuesday evening. The power levels have stayed at the same level as before when I checked it immediately after and are still there now.
I'll reply to the PM, but here are the next batch of logs for reference.
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 195000000 | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 8 | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 |
Power Level (dBmV) | -1.38 | -0.65 | -0.66 | -0.77 | -1.02 | -0.98 | -1.04 | -1.30 |
RxMER (dB) | 38.26 | 36.61 | 37.36 | 37.36 | 38.26 | 38.26 | 38.26 | 38.26 |
Pre RS Errors |
1025 | 11326 | 758 | 378 | 315 | 290 | 288 | 301 |
Post RS Errors |
277 | 295 | 291 | 281 | 284 | 282 | 279 | 284 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 11 | 13 | 12 | 10 |
Frequency (Hz) | 46200000 | 32600000 | 39400000 | 53700000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 64QAM | 64QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 51.00 | 51.00 | 51.00 | 51.00 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 4 | 0 | 0 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Network Log
First Time | Last Time | Priority | Error Number | Description |
25/05/2022 18:32:35 GMT | 25/05/2022 18:32:35 GMT | Error (4) | 68000411 | TOD error 4790 msec |
24/05/2022 17:58:21 GMT | 24/05/2022 17:58:21 GMT | Error (4) | 68010302 | DHCP WAN IP - 77.100.94.111 |
24/05/2022 17:57:15 GMT | 24/05/2022 17:57:15 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
24/05/2022 17:53:10 GMT | 24/05/2022 17:53:10 GMT | Error (4) | 68010302 | DHCP WAN IP - 77.100.94.111 |
24/05/2022 17:52:03 GMT | 24/05/2022 17:52:03 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
24/05/2022 17:47:11 GMT | 24/05/2022 17:47:11 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:47:01 GMT | 24/05/2022 17:47:01 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:46:33 GMT | 24/05/2022 17:46:33 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:46:24 GMT | 24/05/2022 17:46:24 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:46:24 GMT | 24/05/2022 17:46:24 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:46:09 GMT | 24/05/2022 17:46:09 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:45:09 GMT | 24/05/2022 17:45:09 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
24/05/2022 17:45:09 GMT | 24/05/2022 17:45:09 GMT | Warning (5) | 84020200 | Lost MDD Timeout |