Modem rebooting multiple times per day plus packet loss (Hub 3)

[Makakar]

Had some occasional packet loss during peak times but today the Hub 3 appears to be rebooting at random times.

Can't access the Hub during these times.

Aware of the heat at the moment, but ventilation around modem is good and other network kit is working without any issues.

Hub 3 is in modem only mode.

Not sure if my forum account is linked to my VM account.

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

1	267000000	2.7	36	256 qam	17
2	275000000	2.5	36	256 qam	18
3	283000000	2.5	36	256 qam	19
4	291000000	2.2	36	256 qam	20
5	299000000	2.5	35	256 qam	21
6	307000000	2.2	36	256 qam	22
7	315000000	2.2	36	256 qam	23
8	323000000	2	36	256 qam	24
9	331000000	2.2	36	256 qam	25
10	339000000	2.2	36	256 qam	26
11	347000000	2.2	36	256 qam	27
12	355000000	2	36	256 qam	28
13	363000000	2.2	36	256 qam	29
14	371000000	2.2	36	256 qam	30
15	379000000	2.4	36	256 qam	31
16	387000000	2.2	36	256 qam	32
17	395000000	1.7	36	256 qam	33
18	403000000	1.7	36	256 qam	34
19	411000000	2	36	256 qam	35
20	419000000	1.2	36	256 qam	36
21	427000000	1.7	36	256 qam	37
22	435000000	1.2	36	256 qam	38
23	443000000	0.7	36	256 qam	39
24	451000000	0.5	35	256 qam	40

Downstream bonded channels

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

1	Locked	36.3	0	0
2	Locked	36.3	0	0
3	Locked	36.6	5	0
4	Locked	36.3	1	0
5	Locked	35.7	15	0
6	Locked	36.6	1	0
7	Locked	36.3	5	0
8	Locked	36.3	4	0
9	Locked	36.3	0	0
10	Locked	36.3	7	0
11	Locked	36.3	0	0
12	Locked	36.3	1	0
13	Locked	36.3	4	0
14	Locked	36.6	5	0
15	Locked	36.3	4	0
16	Locked	36.6	7	0
17	Locked	36.6	0	0
18	Locked	36.3	4	0
19	Locked	36.3	5	0
20	Locked	36.3	0	0
21	Locked	36.6	5	0
22	Locked	36.6	15	0
23	Locked	36.6	2	0
24	Locked	35.7	0	0

Refresh data

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

1	53700000	40.8	5120	64 qam	2
2	60300000	41	5120	64 qam	1
3	39400000	39.8	5120	64 qam	4
4	46200000	40	5120	64 qam	3

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

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Makakar]

Can't see the edit button on mobile, but just had another outage around 23:12.

[lotharmat]

Power and SNR levels look fine - VM will need to do some digging around to see what is going on!

Post up your actual network log (far right tab in the hub stats)

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Makakar]

Forgot about the graph, looks like my IP changed so it's missing data from yesterday. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d46eab3279255ea299fa0a1d0868d07a9f...

Managed to catch it going down, all lights seem to flash red then seems to go through a boot cycle (edgerouter gets the 192.168.100.1 address then gets the external IP).

Logs are below (doesn't look like much):

Time Priority Description

01/07/2021 16:37:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 23:14:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 17:28:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:00:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:00:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:00:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 09:04:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 02:26:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 09:06:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 04:49:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 04:49:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 02:35:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 23:03:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 14:46:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 23:03:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 17:25:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 12:01:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 19:34:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 23:03:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 09:08:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Makakar]

Confirmed its definitely the hub restarting, doubled checked the lights on a boot by pulling the power and it's exactly the same, seems to be increasing in frequency as well.

[Ayisha_B]

Hi @Makakar,

Welcome to our Community Forums and thanks for posting. 

I am sorry to hear you are having problems with the service. I have located your account and everything looks good this end. 

Can I ask you to factory reset the hub and let us know if you notice any improvements thereafter?

Thanks