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SHub 3 / 200mb Broadband repeatedly dropping out
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Old 26-06-2018, 20:27   #1
steve-king
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SHub 3 / 200mb Broadband repeatedly dropping out

Hi,
Firstly thanks to all posters who have helped others with similar problems to mine. I am afraid that I have not been able to follow all the explanations, so am not sure if a problem like mine has already been answered.

Every few months, my internet has a few weeks of falling over multiple times every day. I keep trying to reboot the SHub and router, and sometimes this is enough to get it to reconnect for a few hours, then I get to do it all again.

I live in BR3 (London Borough of Bromley), and years ago was on NTL, transferred to Virgin. I then went to Sky for a few years and returned to Virgin perhaps 5 years ago. I think they just reused the old connection which might be relevant.

I have often had problems with the internet specifically. The TV and phone have been pretty reliable with just an odd evening when things have gone wrong, so I wonder if my wifi or internet is to blame. I purchased a BT Wholehome wifi setup to try and improve it, but I am still having problems.

The diagnostic info I have been able to gather is:



Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz) 298750000 Locked
Ranged Upstream Channel(Hz) 35800000 Locked
Provisioning State Online


Downstream bonded channels
ChannelFrequency(Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1 298750000 0 40.3 256 qam 21
2 2322750000 -0.9 40.3 256 qam 24
3 3314750000 -0.7 40.3 256 qam 23
4 4306750000 -0.5 40.3 256 qam 22
5 5290750000 0 40.3 256 qam 20
6 6282750000 -0.5 40.3 256 qam 19
7 7274750000 -0.7 40.3 256 qam 18
8 8266750000 -0.7 40.3 256 qam 17
9 9258750000 -0.5 40.9 256 qam 16
10 250750000 -0.5 40.3 256 qam 15
11 242750000 -0.5 40.3 256 qam 14
12 234750000 -0.7 40.9 256 qam 13
13 226750000 -0.5 40.3 256 qam 12
14 218750000 -0.2 40.3 256 qam 11
15 210750000 04 0.3 256 qam 10
16 202750000 04 0.9 256 qam 9
17 194750000 04 0.3 256 qam 8
18 186750000 -0.5 40.3 256 qam 7
19 178750000 -0.5 40.3 256 qam 6
20 170750000 -0.2 40.3 256 qam 5
21 162750000 -0.5 40.9 256 qam 4
22 154750000 -0.2 40.3 256 qam 3
23 146750000 -0.2 40.3 256 qam 2
24 138750000 -0.5 38.9 256 qam 1

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
2 35800000 ATDMA 40.8 64 qam 6400000 5120
4 53700000 ATDMA 40.8 64 qam 6400000 5120
3 27400000 ATDMA 40.8 64 qam 6400000 5120
1 45800000 ATDMA 40.8 64 qam 6400000 5120

Operational Configuration
General Configuration Value
Network access Enabled
Maximum Number of CPEs 1
Baseline Privacy Enabled
Docsis Mode Docsis30
Config file wrkldJKDHSUBsgvca69834ncxv9873

Primary Downstream Service Flow
SFID1684 Max Traffic Rate230000000
Primary Upstream Service Flow
SFID1683 Max Traffic Rate12700000


Network Log
Date And Time Error Number Event Description
2018-06-20 20:30:14.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-20 20:30:15.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-20 20:30:38.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-20 20:30:41.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-21 11:19:38.0082000200No Ranging Response received - T3 time-out;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:44:48.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:45:02.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:45:02.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:45:10.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:45:25.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:45:34.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:45:46.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:46:32.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:46:33.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:46:40.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:46:41.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:46:48.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:46:50.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:48:48.0084020200Lost MDD Timeout;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;
2018-06-25 20:48:49.0084000700RCS Partial Service;CM-MAC=40:0d:10:91:4d:43;CMTS-MAC=00:a2:89:26:39:cb;CM-QOS=1.1;CM-VER=3.0;

Any help/pointers will be very much appreciated.

Many thanks,

Steve
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Old 06-07-2018, 23:00   #2
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Hi All,

Monday to Wednesday the connection worked fine - but I've lost connection about 6 times yesterday and 8 times today.
Grateful for any help...
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Old 07-07-2018, 18:46   #3
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Quote:
Originally Posted by steve-king View Post
I've lost connection about 6 times yesterday and 8 times today.
Are we talking a few seconds a piece, or requiring a reboot?

The levels look fine, so I doubt that's an issue. 'RCS Partial Service' means its dropping data channels - So worth keeping an eye on.

I'd set up a line monitor on here and feedback after a days worth of polling - www.thinkbroadband.com/ping/monitors.html

Tom
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Old 08-07-2018, 21:26   #4
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

As SirThomas has said. At face value your power levels are spot on so there aren't any power level issues which would immediately explain your connectivity problems so the next thing to do is setup the TBB graph which looks like this:

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Old 09-07-2018, 08:55   #5
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Hi Both,

Thanks for replies.

If I have got it right, here is the graph:



---------- Post added at 07:50 ---------- Previous post was at 07:45 ----------

I've been running it for a week and most days look similar to the first graph, but Friday was different:



As ever, many thanks for any help...

I should mention that I have tried wired and wireless connections at home (both the built in VM one and a BT WholeHome).

Regards,

Steve

---------- Post added at 07:55 ---------- Previous post was at 07:50 ----------

Sorry, I missed SirThomas' question.

Some times there are interruptions of a few seconds that I hardly notice - I'll just see the wireless monitor in the Windows 10 tray flash up a warning triangle and see that it says 'no internet'. Other times (like yesterday) turning everything (computers, wireless, switch and SHub)off and on again seems to be the only way.

Last edited by steve-king; 09-07-2018 at 09:22. Reason: (edited for typos)
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Old 09-07-2018, 09:23   #6
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

believe it or not that graph is fine. I won't go into the very long story but that is actually a normal graph for the shub3 because of how it deals with ping requests for TBB monitors. The only little thing which stands out is the red line around 08:50 which indicates packet loss and possible a brief disconnection.

The best thing you can do if it continues and is something which is bothering you is ring up tech support and ask for a new shub because this is a known issue. There have been many other threads where users have reported the same issues of random disconnects and the only thing which temporarily cures it is a reboot of the shub. A replacement shub cures the problem.
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Old 09-07-2018, 10:59   #7
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Hi General Maximus,

Grateful you didn't give me the long story - I wouldn't have understood it anyway!

I'll give tech support a try and see how that goes.

Many thanks for your assistance.

Regards,

Steve
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Old 09-07-2018, 11:19   #8
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Have a lot of patience because you'll be talking to a brick wall. You to need to persevere and the goal is to get them to send a tech out and the first thing he'll do is give you a new shub. It has worked for everyone else because they have either come back and said it has fixed the problem or not come back at all (and i interpret lack of moaning as problem fixed).
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Old 25-07-2018, 10:26   #9
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Hi General,

I thought I'd give some feedback. I've not managed to get anyone out yet, but the problem has not happened for the last two weeks either.

So I guess I will do what I have done a few times previously - give up until it gets bad again.

But now I know how to approach the problem next time it happens, so thank you.

Regards,

Steve
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Old 25-07-2018, 10:31   #10
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Np dude
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Old 01-08-2018, 12:55   #11
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Hi General,

I thought you'd like this graph. Clearly ignoring the problem hasn't worked!



---------- Post added at 11:55 ---------- Previous post was at 11:45 ----------

I'm currently waiting for VM tech support to call back - apparently they can't access their systems at the moment. This was the wrong day to try and work from home!

Looking back at previous days graphs, they are showing 100% dropped packets from 8.30am on 28/7 until a few minutes ago, unless I am reading the graph incorrectly.

What is confusing me is that I have been getting some kind of internet connection for most of that time?! Is there a simple explanation of what is happening?

Many thanks,

Steve
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Old 01-08-2018, 13:37   #12
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

The all red graph is as a consequence of a bug in the latest Hub 3.0 firmware.
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Old 01-08-2018, 13:46   #13
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

By default ICMP pings are blocked. You have to go into the shub settings and change it.
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Old 01-08-2018, 13:54   #14
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

No, really, there’s a bug in the latest firmware.
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Old 01-08-2018, 15:10   #15
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Re: SHub 3 / 200mb Broadband repeatedly dropping out

Thanks for the info, both of you. What I am understanding from that is that the broadband monitor is not a lot of help diagnosing the underlying problem at the moment?

There is genuinely an underlying problem as the family tell me that we had no internet access from around 9pm last night until I got home about 2.5 hours ago and rebooted the SHub again.
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