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DoubleA
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T3 Timeout Issues - Frustation

Hi all,

Looks like I have the annoying T3 timeout issue.

So a summary on where we are.

Since Saturday we have had intermittent failures so spoke to the chat people who confirmed that there was an issue and got an engineer out on Thursday (earlier today).  I knew what the issue was and the engineer agreed with me that there was a downstream issue and the Power Level were too high (around 20).  Now I had to visit a client for when he arrived so the wife, who was off work herself, was dealing with him.  Was told that he moved us to a new port in the cabinet and showed the wife the power levels were halved (I checked this when I got home).  They even swapped the router over.

Unfortunately I had noticed on the logs that there were T3 timeouts happening every 50 minutes, and the same issue starts to occur though the symptom is different.  This was via both wireless and Ethernet  The wife had told the engineer that everything was ok, but we have now told him otherwise via text but have had no response.

Low and behold the next chat person I dealt with was rude, obnoxious and basically called me a liar.  They couldn't see anything on their side so everything must be ok and wanted to charge me £99 quid for a call out.  I wish they didn't follow a script I obviously told them no, and so I am here where I have seen people get more success here.   Annoyingly I had asked to speak to a supervisor who was supposed to call me, but had nothing there either.

So here are the logs from the last couple of instances. I have removed my IP, and showed a continuous ping to google DNS server to show what happens when it goes down.

01/12/2016 21:41:08 GMT01/12/2016 21:41:08 GMTError (4)68000407TOD established
01/12/2016 21:41:03 GMT01/12/2016 21:41:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/12/2016 21:40:56 GMT01/12/2016 21:40:56 GMTNotice (6)84000510Downstream Locked Successfully
01/12/2016 21:40:39 GMT01/12/2016 21:40:39 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/12/2016 21:40:17 GMT01/12/2016 21:40:17 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/12/2016 21:39:35 GMT01/12/2016 21:39:35 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/12/2016 21:38:11 GMT01/12/2016 21:38:11 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/12/2016 21:35:22 GMT01/12/2016 21:35:22 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/12/2016 21:29:45 GMT01/12/2016 21:29:45 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
     
01/12/2016 20:48:33 GMT01/12/2016 20:48:33 GMTError (4)68000407TOD established
01/12/2016 20:48:25 GMT01/12/2016 20:48:25 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=27ms TTL=57
Reply from 8.8.8.8: bytes=32 time=28ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Reply from 192.168.0.1: Destination net unreachable.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57

 Upstream US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A810
Frequency (Hz)N/AN/A3940000025800000
Ranging StatusOtherN/ASuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A44
Power Level (dBmV)N/AN/A47.5046.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

Anyway I wait for someone to pick this up.  

Regards,

AA 

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DoubleA
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Re: T3 Timeout Issues - Frustation

Thought I would put the downstream on too.  There are Post RS Errors too.

Frequency (Hz)411000000419000000427000000435000000443000000451000000459000000467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)9.069.048.868.628.999.269.169.20
RxMER (dB)38.6139.4038.9838.6139.4039.8539.8539.40
Pre RS Errors74-2813-56-11625-94-129
Post RS Errors94-712-58-11625-94-129
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DoubleA
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Re: T3 Timeout Issues - Frustation

Had another Service Engineer out yesterday, though this time it seemed he was from the network team rather than specifically the service team. 

As soon as I mentioned the issue, they knew what caused it and said there was nothing they can do on my side and a change on the network has caused intermittent issues for multiple customers around the local area (probably 10 mile radius).   He brought my power levels even lower.

They said the issue should be sorted by this morning, but of course this has not happened and I still am having problems.

Now I don't mind this per se, however surely this should be updated in the service status and if Virgin knew that the change was affecting multiple people than the change should have been rolled back ASAP (granted out of hours)

I'm given it until the weekend, and if it is not sorted than I may have to ask to leave Virgin without penalty and look for another provider.

Regards,

AA

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Forum Team (Retired) Adam_L
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Re: T3 Timeout Issues - Frustation

Hi DoubleA, 

Thanks for getting in touch to let us know about your issues with T3 time outs, I apologise for any inconvenience caused.

I've tested the connection form here for you and I can see that your modem's SNR levels are too low and will require an engineer to attend in order to resolve this for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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