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Registered: ‎29-04-2017
Message 1 of 5 (152 Views)

New superhub 3 - Same old T3 time out issue

You replaced my Superhub 2 as I was getting constant T3 errors and no internet access but the problem has not be fixed with the new superhub 3 (infact there are also T4 errors appearing in the logs now).

 

Cable Modem Status Item Status Comments

Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
23600000
Locked
Provisioning State
Online

 

 

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

12990000003.437.3256 qam13
23230000003.437.6256 qam16
33150000002.937.3256 qam15
4307000000337.3256 qam14
52910000003.437.6256 qam12
62830000003.737.6256 qam11
72750000003.737.6256 qam10
82670000003.737.6256 qam9
92590000003.738.6256 qam8
10251000000437.6256 qam7
112430000003.237.6256 qam6
12235000000437.6256 qam5
132270000003.737.6256 qam4
142190000004.537.3256 qam3
152110000004.638.6256 qam2
162030000004.638.6256 qam1

 

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

4723600000ATDMA35.516 qam64000005120
4536800000ATDMA35.516 qam6400000

5120

 

Network Log Date And Time Error Number Event Description

2017-05-18 15:51:26.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 15:59:50.0084000700RCS Partial Service;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 15:59:50.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 16:19:07.0084000700RCS Partial Service;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 16:19:43.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 16:20:31.0082000400Received 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;
2017-05-18 16:37:01.0084000700RCS Partial Service;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 16:37:12.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 18:29:38.0084000700RCS Partial Service;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 18:29:51.0082000400Received 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;
2017-05-18 18:50:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 21:29:21.0084000700RCS Partial Service;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-18 21:29:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 01:55:21.0082000400Received 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;
2017-05-19 01:56:15.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 20:14:46.0084000700RCS Partial Service;CM-MAC=4************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 20:15:07.0082000400Received 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;
2017-05-19 20:28:13.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 20:29:01.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=0************;CM-QOS=1.1;CM-VER=3.0;
2017-05-19 20:29:56.0082000200No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
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Message 2 of 5 (115 Views)

Re: New superhub 3 - Same old T3 time out issue

Hi DpyMky,

 

Thanks for posting back on the community and apologies you are having an issue with the broadband connection.

 

I've taken a look into this and as there have been network faults reported in your area that has caused intermittent connection, this could be the reason for the T3 time-outs you are seeing. As the router has been online for 11 days, can you reboot the router when you get chance and if these time-outs are continuing we can book an engineer appointment to check this over.

 

Speak to you soon

Sam


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Message 3 of 5 (78 Views)

Re: New superhub 3 - Same old T3 time out issue

This is now so beyond a joke it is causing serious friction in our household. My wife is putting severe pressure on me to just cancel your service and go with another provider. The internet is absolutely unreliable that we are unable to enjoy streaming media services such as Netflix or WWE network with videos being stopped through the internet going down, playing online gaming on the PS4 is also an unenjoyable experience thanks to your service as the internet will vanish mid-game. It happens all through the day (I notice that between 9-12 it occurs frequently and then later in the evening). Something needs to be done or I'm afraid you will have lost a long time customer.

 

Network Log Date And Time Error Number Event Description
2017-06-18 08:58:27.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 08:58:32.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 08:58:33.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 09:58:54.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:02:07.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx8;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:02:55.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:42:02.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxCM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:42:18.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:44:57.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:45:25.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:46:07.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:46:10.0084000700RCS Partial Service;CM-MAC=4xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:49:19.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:56:06.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 10:56:08.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 11:25:33.0084000700RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 11:33:34.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 11:36:40.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 11:37:28.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2017-06-18 11:38:19.0082000200No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;



 

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Message 4 of 5 (51 Views)

Re: New superhub 3 - Same old T3 time out issue

Hello DpyMky

 

Apologies, the timeouts would normally be associated with area upstream noise issues but in this case it would seem not. I think it will be best to let an engineer visit please. I will send you a forum private message to arrange an appointment, please reply when you have a moment.

 

Thank you

Nicola

Virgin Media Forum Team
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Message 5 of 5 (35 Views)

Re: New superhub 3 - Same old T3 time out issue

Hi DpyMky,

Thanks for getting back to us with that information (I'm replying on behalf of my colleague who's not in today).

I have scheduled your appointment - please refer to my PM'd reply for dates/times. Make sure you post an update on here so we know how things go for you Smiley Happy


Jen
Forum Team



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