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LandRocket4
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T3 Timeouts on SH3 modem mode - please, not again....

As the topic suggests, I'm finding the internet dropping randomly and making my 300meg connection useless.  As we all know, any computer is only as good as it's weakest link, and at the moment, I hate having to admit that it's my Virgin Media ISP that is letting me down.

I really DON'T want to have to do the 150 things, as I rely on a communication aid (Tobii) so it takes a VERY long time to talk to people, and when I do talk to somebody they think I'm stupid; I've heard it all from VM blaming my equipment (Cisco SG300-24 Hub, Ubiquiti WLAN, pfSense router with Intel Server card) so it takes about 2-3 hours to get through to someone that knows I'm actually not going to be told BS.  Even if I *do* get through to a "higher" team, what happens generally is I get told "can we book an engineer appointment?"  the engineer turns up and says "nope there's no problems with the cabling, the cabinet is fine, your cabling is fine, but there's a known issue with the SH3.  Sorry about that."

At least when it was NTL, I was registered for priority fault repair on my *internet* (because I try to not use the phone, I need the internet more to be able to use services like TextRelay) and could contact the Level 2 support directly instead of going through all this Smiley Sad  They'd even accept my emails....  amazing.

I think when my VM contract has done it's minimum, I'm going to have to either see if Business team will take me on for a better SLA, or migrate away Smiley Sad 

Rant over, but I must be honest, it is *extremely* frustrating. 

Superhub 3 log info attached below

Network Log Date And Time Error Number Event Description
2017-02-01 05:14:03.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-02 10:04:23.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-03 17:34:28.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 23:52:59.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-06 17:45:39.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 13:26:57.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 18:15:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 22:38:15.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 22:38:15.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 22:38:15.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 22:38:16.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 22:38:21.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-07 22:38:28.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 16:15:19.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 18:36:38.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 18:36:38.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 18:36:38.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 18:36:38.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 18:36:43.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-09 20:22:35.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
12990000009.538.6256 qam13
23230000009.338.9256 qam16
33150000001038.9256 qam15
43070000009.938.9256 qam14
52910000009.538.6256 qam12
62830000009.638.9256 qam11
72750000009.838.6256 qam10
82670000009.438.9256 qam9
92590000009.438.6256 qam8
102510000009.838.9256 qam7
112430000009.840.3256 qam6
122350000009.540.3256 qam5
132270000009.438.9256 qam4
142190000009.940.3256 qam3
1521100000010.140.3256 qam2
162030000001040.9256 qam1
 
Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
6537600000ATDMA45.364 qam64000005120
6631000000ATDMA45.364 qam64000005120
 
Operational Configuration General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
Vec1d7393ac210ed6.cm
Primary Downstream Service Flow
SFID732424
Max Traffic Rate345000000
Primary Upstream Service Flow
SFID732423
Max Traffic Rate21000000
 
Cable Modem Status Item Status Comments
Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
37600000
Locked
Provisioning State
Online

 

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Sephiroth
Alessandro Volta
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Re: T3 Timeouts on SH3 modem mode - please, not again....

With a bit of luck, a 6dB or 10dB forward path attenuator would bring the downstream power into the safe range. At >10dBmv it is too high. Trouble is it takes a few days before the VM bods get to a thread and then a few more before the technician comes to sort that out.

Seph - ( DEFROCKED - My advice is at your risk)

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Sephiroth
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Re: T3 Timeouts on SH3 modem mode - please, not again....

Nearly. He's left you a Fat Attenuator which also attenuates the upstream. So your upstream power has jumped up by the same amount as your downstream has reduced. But no worry, as long as the upstream is below 54dBmv, you're OK.

BUT ... officially 51dBmv is the threshold because when you get 4 upstream channels, it must not rise above 51dBmv coming out of the modem.

That's why I suggested a forward path attenuator which does not affect the upstream. Heaven knows why VM moved from FPAs to Fat Attenuators in 2015 - there is no sound technical basis for this and they woin't come on here to show that I am wrong (which I'm not).

So, the loss of SYNC timing and MDD errors should have stopped. If they haven't then there's something more serious afoot.

Seph - ( DEFROCKED - My advice is at your risk)


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Sephiroth
Alessandro Volta
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Message 2 of 9
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Re: T3 Timeouts on SH3 modem mode - please, not again....

With a bit of luck, a 6dB or 10dB forward path attenuator would bring the downstream power into the safe range. At >10dBmv it is too high. Trouble is it takes a few days before the VM bods get to a thread and then a few more before the technician comes to sort that out.

Seph - ( DEFROCKED - My advice is at your risk)

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LandRocket4
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Re: T3 Timeouts on SH3 modem mode - please, not again....

You mean one of these?

 

6dBAtten.JPG

VM engineer left it here the 1st week it was installed.....  so, I've had it put back in line and power-cycled the SH3

Cable Modem Status Item Status Comments

Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
37600000
Locked
Provisioning State
Online
 
 
Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
12990000004.138.9256 qam13
23230000003.538.9256 qam16
33150000003.738.6256 qam15
4307000000438.6256 qam14
52910000003.938.9256 qam12
62830000003.738.9256 qam11
72750000003.738.9256 qam10
82670000003.738.9256 qam9
92590000003.738.9256 qam8
10251000000438.9256 qam7
112430000003.740.3256 qam6
122350000003.938.9256 qam5
132270000003.938.6256 qam4
142190000004.140.3256 qam3
152110000004.438.9256 qam2
162030000004.440.3256 qam1

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
6537600000ATDMA51.364 qam64000005120
6724400000ATDMA51.364 qam64000005120
 
Any use?
 
-- LR
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Sephiroth
Alessandro Volta
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Message 4 of 9
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Re: T3 Timeouts on SH3 modem mode - please, not again....

Nearly. He's left you a Fat Attenuator which also attenuates the upstream. So your upstream power has jumped up by the same amount as your downstream has reduced. But no worry, as long as the upstream is below 54dBmv, you're OK.

BUT ... officially 51dBmv is the threshold because when you get 4 upstream channels, it must not rise above 51dBmv coming out of the modem.

That's why I suggested a forward path attenuator which does not affect the upstream. Heaven knows why VM moved from FPAs to Fat Attenuators in 2015 - there is no sound technical basis for this and they woin't come on here to show that I am wrong (which I'm not).

So, the loss of SYNC timing and MDD errors should have stopped. If they haven't then there's something more serious afoot.

Seph - ( DEFROCKED - My advice is at your risk)

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LandRocket4
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Re: T3 Timeouts on SH3 modem mode - please, not again....

OK, that's awesome Smiley Happy

I shall leave it in situ and see if the situation improves, and will try and obtain a forward path attenuator.

<edit> I've managed to source a 6db and a 10dB Forward Path Attenuator; so I've purchased one of each and will check out the levels when they arrive

Appreciated Smiley Happy

A big thank you for sharing your insider information with me.....  makes the whole job a lot simpler Smiley Happy

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Sephiroth
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Re: T3 Timeouts on SH3 modem mode - please, not again....

If you search in eBay for 'forward path attenuator' you'll find what you need.

Seph - ( DEFROCKED - My advice is at your risk)

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LandRocket4
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Re: T3 Timeouts on SH3 modem mode - please, not again....

You found my secret lol Smiley Happy

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LandRocket4
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Re: T3 Timeouts on SH3 modem mode - please, not again....

After fitting the 10dB Forward Path Attenuator:

Cable Modem Status Item Status Comments

Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
37600000
Locked
Provisioning State
Online
 

 

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

1299000000038.6256 qam13
2323000000-0.538.9256 qam16
3315000000-0.238.6256 qam15
4307000000038.9256 qam14
5291000000038.9256 qam12
6283000000-0.238.6256 qam11
7275000000038.9256 qam10
8267000000038.6256 qam9
9259000000038.9256 qam8
102510000000.238.6256 qam7
11243000000038.9256 qam6
12235000000038.9256 qam5
132270000000.238.9256 qam4
142190000000.440.3256 qam3
152110000000.540.3256 qam2
162030000000.540.3256 qam

1

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

6537600000ATDMA45.864 qam64000005120
6724400000ATDMA45.864 qam64000005120

Operational Configuration General Configuration Value

Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
Vec1d7393ac210ed6.cm
Primary Downstream Service Flow
SFID741166
Max Traffic Rate345000000
Primary Upstream Service Flow
SFID741165
Max Traffic Rate22010000

 

Absolutely awesome! Smiley Happy  Thanks again

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Sephiroth
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Re: T3 Timeouts on SH3 modem mode - please, not again....

You're welcome. VM would have put that stupid fat attenuator on.

Kepp us up to date as necessary.
Seph - ( DEFROCKED - My advice is at your risk)