Cable Forum - Superhub What could be causing the constant SH3 reboots?

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apb27

11-04-2019 22:32

What could be causing the constant SH3 reboots?

It's in modem mode and the log doesn't show anything specific but its behaving exactly like it was during the beta test where it would just reboot in modem mode but be absolutely fine in router mode. However, now even changing to router mode doesn't help. Have done a factory reset, tried different devices, removed my 3rd party router to no avail. An engineer is scheduled early next week but it's still annoying :dunce:

Code:

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

1        299000000        -1.4        40        256 qam        21

2        139000000        -0.2        40        256 qam        1

3        147000000        -0.2        40        256 qam        2

4        155000000        -0.5        40        256 qam        3

5        163000000        -0.7        40        256 qam        4

6        171000000        -0.7        40        256 qam        5

7        179000000        -0.5        40        256 qam        6

8        187000000        -0.7        40        256 qam        7

9        195000000        -1        40        256 qam        8

10        203000000        -1.2        40        256 qam        9

11        211000000        -1.5        40        256 qam        10

12        219000000        -1.5        40        256 qam        11

13        227000000        -1.5        40        256 qam        12

14        235000000        -1.5        40        256 qam        13

15        243000000        -1.4        40        256 qam        14

16        251000000        -1.4        40        256 qam        15

17        259000000        -1.5        40        256 qam        16

18        267000000        -1.5        40        256 qam        17

19        275000000        -1.7        40        256 qam        18

20        283000000        -1.5        40        256 qam        19

21        291000000        -1.9        40        256 qam        20

22        307000000        -1.4        40        256 qam        22

23        315000000        -1        40        256 qam        23

24        323000000        -1        40        256 qam        24

Code:

Upstream bonded channels

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

1        39399996        5.796        5120        16 qam        10

raging bull

11-04-2019 23:34

Re: What could be causing the constant SH3 reboots?

Only one upstream which is way out of spec, outside help needed nothing you can do!

SnoopZ

11-04-2019 23:59

Re: What could be causing the constant SH3 reboots?

And the upstream power level is high at 57.9.

apb27

12-04-2019 00:55

Re: What could be causing the constant SH3 reboots?

Ah. Thanks I guess I will sit tight for the engineer

General Maximus

12-04-2019 12:32

Re: What could be causing the constant SH3 reboots?

yeah, big problems on the upstream and the shub will keep resetting the connection trying to fix it. Tbh it isn't going to be a shub fault, it is going to be an area fault. Don't be surprised if the engineer doesn't some and/or they let you know the appointment is cancelled because once he has been to a couple of houses and realises what the problem is he will escalate it to networks who will get it fixed and cancel all subsequent call outs.

apb27

12-04-2019 13:11

Re: What could be causing the constant SH3 reboots?

I've paused all the uploading going on in the house and it seems to be more stable, just hoping it gets through streaming Game of Thrones on Sunday OK!

General Maximus

12-04-2019 13:27

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by apb27 (Post 35990990)

just hoping it gets through streaming Game of Thrones on Sunday OK!

I hate to be a spoil sport but i dont think it will. You can only hope that enough people ring in and they realise it us an area fault and they fix it today or this weekend. If you keep an eye on the service status page you'll see when they have picked up on the problem.

Sephiroth

15-04-2019 08:16

Re: What could be causing the constant SH3 reboots?

Mon General is absolutely correct. There is an upstream issue, likely to be locality wide causing your modem to reset when the power level reaches its maximum threshold. You could check with your neighbours.

Needs calling in to VM.

apb27

15-04-2019 14:34

Re: What could be causing the constant SH3 reboots?

Engineer replaced the modem and its showing 4 upstream channels now. Said upstream power was borderline but left it at that. Uploading a lot to stress test it and everything is smooth so far. Problem solved!

SnoopZ

15-04-2019 14:37

Re: What could be causing the constant SH3 reboots?

What are your new levels out of interest?

Sephiroth

15-04-2019 15:03

Re: What could be causing the constant SH3 reboots?

4 upstreams max out at 51dbMv. Then the system resets.

apb27

16-04-2019 00:33

Re: What could be causing the constant SH3 reboots?

Plot twist. A reset just now has resulted in the new modem also reverting back to 1 upstream channel at 5.8dBmV.

Will this need to be adjusted at the cabinet or will an attenuator be OK? I believe I have a few lying around from years ago but not sure if they're applicable to upload

SnoopZ

16-04-2019 01:02

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by apb27 (Post 35991319)

Cabinet I believe for upstream, you need an engineer as 58 is far too high, the other engineer should have fixed this.

You still haven't told us what levels you had on 4 upstream after the hub swap as that is important.

Your upstream isn't actually 5.8dBmV as on the latest firmware the decimal point is in the wrong place.

Sephiroth

16-04-2019 08:21

Re: What could be causing the constant SH3 reboots?

He would have had at least 51 dBmv on the upstreams or any one of them.

It's either a locality fault (check with neighbours) or specific from the drop point to the external wall box.

apb27

16-04-2019 13:25

Re: What could be causing the constant SH3 reboots?

Update: got an engineer scheduled for tomorrow so hopefully it can be nipped in the bud for good

This is what it looks like this morning :shocked:
Neighbours down the road aren't having issues. Gonna get back on the phone with customer service and request another engineer visit

https://www.cableforum.uk/images/local/2019/04/2.png

Sephiroth

16-04-2019 14:03

Re: What could be causing the constant SH3 reboots?

They are all maxing out. I hope the technician understands what’s happening.

apb27

16-04-2019 14:17

Re: What could be causing the constant SH3 reboots?

I'll make him understand :erm:

Thanks for your help!

General Maximus

16-04-2019 17:30

Re: What could be causing the constant SH3 reboots?

There isnt anything he can do to fix it, it is an area issue which needs fixing by networks and he needs to escalate it.

Sephiroth

16-04-2019 17:42

Re: What could be causing the constant SH3 reboots?

The one thing he can try is a different tap point at the cabinet. He can also check the external Omnibox for loose connection or rust. He says neighbours haven't got issues.

apb27

16-04-2019 17:55

Re: What could be causing the constant SH3 reboots?

Ah OK. The brown box outside looks fine at the moment, and hopefully a tap change will be enough, especially since the neighbours are not having the same issue. But i'll keep that in mind

vm_tech

16-04-2019 18:37

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by General Maximus (Post 35991360)

There isnt anything he can do to fix it, it is an area issue which needs fixing by networks and he needs to escalate it.

Not necessarily. High upstream can be caused by 1001 different things. When I was a service tech, the network I worked on was predominantly below ground. The biggest issue of high upstream was a corroded F connector in the pit. Then you get stuff like drop cable damaged years before, the splice pack isn’t quite sealed properly, so the F within is corroded. Of course it could be a network issue. But of the jobs I went to for high upstream, 90% were drop cable or anything connected to it towards the house. The other 10% were network issues.

apb27

17-04-2019 12:27

Re: What could be causing the constant SH3 reboots?

https://www.cableforum.uk/images/local/2019/04/3.png

New engineer went straight for the cabinet after seeing what was up with the upstream, resolved it very swiftly by moving to the second tap (was on the bottom previously). Will leave the final verdict for later tonight once I've let it refresh and done some uploading but all good so far

General Maximus

17-04-2019 12:45

Re: What could be causing the constant SH3 reboots?

No it's not good. If you are only using one upstream channel there is still a problem and he should have checked it before he left. You should be using four upstream channels and they should running qam 64. The fact that the one channel you are connected to is qam 16 also shows there is a problem. Ring tech support back and tell them he hasnt fixed it and you want him back today. You might be content with it atm but i guarantee it is going to die on you later.

SnoopZ

17-04-2019 12:48

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by General Maximus (Post 35991443)

No it's not good. If you are only using one upstream channel there is still a problem and he should have checked it before he left. You should be using four upstream channels and they should running qam 64. The fact that the one channel you are connected to is qam 16 also shows there is a problem. Ring tech support back and tell them he hasnt fixed it and you want him back today. You might be content with it atm but i guarantee it is going to die on you later.

Yes he needs to be on 4 upstreams so he still has a big issue but many many people can still only get qam 16 and have no issues like myself, i am not sure why i can only get qam 16 and this is after a repull with a thicker cable, but i am not close to the cabinet and my internet works perfectly.

apb27 you really need to sort this out properly and make sure you check your levels before the engineer leaves to make sure it all looks correct as you need to phone them up again now.

apb27

17-04-2019 12:53

Re: What could be causing the constant SH3 reboots?

I did mention that and he cited it was because he had tinkered around the cabinet. I had 4 upstream channels earlier but the modem resets made it revert back to 1. I'm expecting it to change later today and maybe after I've reset it myself but he's long gone now!

SnoopZ

17-04-2019 12:54

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by apb27 (Post 35991445)

I did mention that and he cited it was because he had tinkered around the cabinet. I had 4 upstream channels earlier but the modem resets made it revert back to 1. I'm expecting it to change later today and maybe after I've reset it myself but he's long gone now!

That bold part is bollocks.

It should lock onto them straight away if it hasn't then trust us you still have a big issue and nothing has been fixed apart from lowering your upstream power level.

Your engineer is useless and really should have escalated this.

General Maximus

17-04-2019 12:58

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by apb27 (Post 35991445)

He hasnt done anything at all. The fact that you are still on one upstream means there is a problem and it is pure coincidence that it is in spec at the moment. It is all going to go tits up later so the sooner you make the phone call the better.

apb27

17-04-2019 12:58

Re: What could be causing the constant SH3 reboots?

Well damn. I'll keep an eye on it, currently stressing it out heavily throughout the day.

SnoopZ

17-04-2019 13:00

Re: What could be causing the constant SH3 reboots?

Quote:

Originally Posted by apb27 (Post 35991448)

Well damn. I'll keep an eye on it, currently stressing it out heavily throughout the day.

Don't waste your time, reboot the modem again if it is still only locked onto 1 upstream and if it doesn't lock onto 4 then call them up and get pissed off with them for messing you around. :)

apb27

17-04-2019 13:06

Re: What could be causing the constant SH3 reboots?

https://www.cableforum.uk/images/local/2019/04/4.png

:D

Thanks for the help everyone!

SnoopZ

17-04-2019 13:11

Re: What could be causing the constant SH3 reboots?

Keep an eye on it, if you start to lose them then another phone call is needed. :)

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