Forum Discussion

sasha33's avatar
sasha33
Joining in
10 months ago

Connection dropping multiple times a day.

I am having major issues with my internet over the past few weeks. My Hub 5 router itself stays on the solid white light, then the cabled and wireless connections all drop off at random times. After ...
sasha33's avatar
sasha33
Joining in
10 months ago

I am having major issues with my internet over the past few weeks. My Hub 5 router itself stays on the solid white light, then the cabled and wireless connections all drop off at random times. After about 5-10 minutes(ish), the Hub 5 flashes red multiple times, goes back to white and all is connected again. I keep getting many many many T3 timeouts on the router logs (I copied this from other post because this exactly what is happening to me).

Over the past month or more the page with services and outages was always saying there's a problem in my area and it will be fixed in 2 days. It never have been fixed and the same message has been displayed every day with different fix day. That issue "was resolved" a week ago or so, except it wasn't.

I've contacted Customer Service multiple times, the last time was on Sunday 15th when they said they will monitor my connection for 24 hours, at the end they said my connection is solid despite multiple drops.

It's like no one is capable to fix the issue, can anyone help?

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.439QAM 25625
21390000008.639QAM 2561
31470000008.339QAM 2562
41550000008.239QAM 2563
51710000007.839QAM 2565
61790000007.839QAM 2566
71870000007.639QAM 2567
81950000007.639QAM 2568
92030000007.439QAM 2569
102110000007.439QAM 25610
112190000007.439QAM 25611
122270000007.239QAM 25612
132350000006.939QAM 25613
142430000006.739QAM 25614
152510000006.339QAM 25615
162590000006.339QAM 25616
172670000006.639QAM 25617
182750000006.639QAM 25618
192830000006.839QAM 25619
202910000006.739QAM 25620
212990000006.739QAM 25621
223070000006.839QAM 25622
233150000006.539QAM 25623
243230000006.639QAM 25624
253390000006.239QAM 25626
263470000006.439QAM 25627
273550000006.139QAM 25628
283630000006.339QAM 25629
293710000006.339QAM 25630
303790000006.339QAM 25631
313870000006.539QAM 25632
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked392584245156
2Locked392573713975
3Locked392550733029
4Locked393441432428
5Locked391917434925
6Locked393586646049
7Locked392066722744
8Locked395021842919
9Locked393630342387
10Locked392676644331
11Locked391293722934
12Locked392866222679
13Locked392922320091
14Locked393960137071
15Locked393494534306
16Locked391681129299
17Locked393504233370
18Locked392025528657
19Locked39260113744
20Locked391020914148
21Locked393750526311
22Locked39721612123
23Locked39764913132
24Locked392113827555
25Locked391056811321
26Locked391515015437
27Locked3968058766
28Locked3944878770
29Locked39969916093
30Locked391039511814
31Locked391018213842
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000049.85120QAM 641
14310000049.55120QAM 642
236600000495120QAM 643
33010000048.35120QAM 644
423600000485120QAM 645
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0156360
1ATDMA0156360
2ATDMA0156360
3ATDMA0156370
4ATDMA0156360
Time Priority Description
17-09-2024 17:23:19noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:21:27noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:21:09noticeGUI Login Status - Login Success from LAN interface
17-09-2024 17:20:11criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:20:11critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:19:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:19:26critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:19:26criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:19:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:42criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:42critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:35noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:17noticeUS profile assignment change. US Chan ID: 13; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:17warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:06criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:06critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:18:06criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:17:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:17:59critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:17:59criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:17:59critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:17:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:16:51criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:15:03noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:14:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:14:09noticeUS profile assignment change. US Chan ID: 13; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:13:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:13:59critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:13:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:13:12noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 17:12:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 15:41:46noticeGUI Login Status - Login Success from LAN interface
17-09-2024 10:19:37noticeGUI Login Status - Login Success from LAN interface
15-09-2024 16:41:40noticeGUI Login Status - Login Success from LAN interface
15-09-2024 14:29:49noticeGUI Login Status - Login Success from LAN interface
15-09-2024 13:40:02noticeGUI Login Status - Login Success from LAN interface
15-09-2024 13:26:16noticeGUI Login Status - Login Success from LAN interface
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    10 months ago

    You still having issues ?  If so do this to get a "blank sheet" and theb report back an hour or two after doing it.

    ____________

    Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. Check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
    Also check the Upstream QAM’s are all at 64