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9r43m3
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T4 timeouts - intermittent connection drops repeatedly

Hi

Over the last couple of months my connection has deteriorated sometimes making it practically unusable.

My PC is wired and my phone is wireless but on both connections there is the same amount of dropouts.

Usually I boot up the router and it connects for a couple of minutes before dropping connection for minutes at a time, reconnects and drops and repeats this several times over.

I've telephoned 150 and they've changed my channels remotely and confirmed that as far as they are concerned there is no issue with the equipment. From my point of view all the equipment and cables are correctly set up and connect so it seems to be a network issue. When I spoke to customer services the representative told me it was a usage bottleneck in the area - so Virgin aren't able to provide the service I'm paying for. Not happy about this.

Here is my network log, which shows a high count of T4 errors, what further steps can be taken to resolve this? TIA

 

Network Log- "Auth Success - Web login successful." happen in time 05/02/2017 20:34:24 GMT. Network Log- "Auth Success - Web login successful." happen in time 05/02/2017 20:27:35 GMT. Network Log- "DHCP WAN IP - removed " happen in time 05/02/2017 20:26:57 GMT. Network Log- "CSFR Detect - Expired Content Submitted ; LAN Interface" happen in time 05/02/2017 20:26:53 GMT. Network Log- "TOD established" happen in time 05/02/2017 20:26:06 GMT. Network Log- "Downstream Locked Successfully" happen in time 05/02/2017 20:25:55 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:25:38 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:25:15 GMT. Network Log- "Auth Success - Web login successful." happen in time 05/02/2017 20:24:35 GMT. Network Log- "CSFR Detect - Expired Content Submitted ; LAN Interface" happen in time 05/02/2017 20:24:27 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:24:15 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:23:15 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:22:15 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:21:15 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:20:15 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:19:15 GMT. Network Log- "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" happen in time 05/02/2017 20:18:15 GMT. Network Log- "DHCP WAN IP - removed " happen in time 05/02/2017 20:17:38 GMT. Network Log- "DBC-ACK not received" happen in time 05/02/2017 20:17:34 GMT. Network Log- "TCS Partial Service" happen in time 05/02/2017 20:17:32 GMT.

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Re: T4 timeouts - intermittent connection drops repeatedly

I should add I have a Netgear Super Hub 2 VMDG485

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Re: T4 timeouts - intermittent connection drops repeatedly

Hi 9r43m3,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing intermittent broadband connection. I can imagine how annoying this must be.

 

When I checked your connection, the Super Hub was showing as offline and not polling any data. Is the router turned off as not in use?

 

If you can let me know when you are back online I can check your line in more detail.

 

Look forward to hearing from you

Sam


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Re: T4 timeouts - intermittent connection drops repeatedly

Hi Samantha

The router is on and there is the usual T4 timeouts, it would be great if you could help to get this sorted as I'm losing patience pretty rapidly which the patchy service I'm receiving... Here's the latest network log

 

22/02/201717:00:27 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:59:47 GMT68010302DHCP WAN IP - XXXXXXXXXXXXXXXXX
22/02/201716:59:45 GMT67070100DBC-ACK not received
22/02/201716:59:43 GMT85010200TCS Partial Service
22/02/201716:58:57 GMT68000407TOD established
22/02/201716:58:46 GMT84000510Downstream Locked Successfully
22/02/201716:58:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:57:18 GMT66050310Auth Success - Web login successful.
22/02/201716:57:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:56:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:55:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:54:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:53:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:52:05 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/02/201716:51:32 GMT68010302DHCP WAN IP - XXXXXXXXXXXXXXXX
22/02/201716:51:24 GMT67070100DBC-ACK not received
22/02/201716:51:21 GMT85010200TCS Partial Service
22/02/201716:50:34 GMT68000407TOD established
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Re: T4 timeouts - intermittent connection drops repeatedly

Hi there 9r43m3,

Thanks for posting an up-to date network log, I appreciate it.

The router is now showing online, which is great. I've taken a look at the network and I am unable to see any issue that would cause these T4 time-outs. There are no faults reported, the power levels are within range and the SNR is running stable. I would now like to arrange an engineer visit for them to take a closer look at this for you. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

Speak soon

Sam


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Re: T4 timeouts - intermittent connection drops repeatedly

Well that was interesting and informative. The engineer has just left following a conversation on the doorstep.

There are two main points that I have learnt

  • The Superhub 2 is more prone to not making a connection successfully. So the advice is to leave the router switched on permanently. 

Not something I am willing to do as occasionally the router will be unattended for days at a time. It would have been helpful to know when signing up that this was a pre-condition of obtaining an acceptable level of service. It seems strange that this is only an issue that has developed over recent months... which led to the more likely answer...

  • It sounds as if there is a Utilisation issue in the area

I mentioned that the dropping of connection and mass of T4 timeouts only happened at a certain time of the day. I live in a town where there is a lot of new build going on and would think that the number of new sign ups is outstripping the network's ability to cope. The engineer did acknowledge this and said that the issue would not be resolved until enough Utilisation tickets were raised.

Whilst the engineer was perfectly polite in explaining these to me it seems to be a case of its something you (the customer) have to put up with - end result an enlightened but not very happy customer. 

With the engineer mentioning the Utilisation issue it sounds like it might be worthwhile raising the issue in local social media forums to raise the profile amongst existing and potential new customers.

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Re: T4 timeouts - intermittent connection drops repeatedly

Hey 9r43m3,

Thanks for the update Smiley Happy

Sorry to hear that the engineer hasn't been able to provide a resolution to your connection problems. Checking today I can see your Hub is online and pulling good stats. The usage in your area does increase at peak times which is to be expected, but not high enough to be considered an area fault yet.

If we see this increase further, we will raise it right away.

Thanks for your patience,

Take care.  

Heather_J

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