Forum Discussion

Lightingman2003's avatar
19 days ago

Large amount of T3 Timeouts

I have 1Gbps/104Mbps and have the V5 Hub in Modem Mode connected to a Unifi Cloud Gateway Ultra. Speed tests confirm I am consistently getting my full speed to the UCG Ultra (1.1Gbps/104Mbps).

Over the past few months, I have been noticing recently a lot of short outages, usually combined with moments of either packet loss or high latency. When I look at Unifi, there are alot of critical events being logged:

Your primary internet Virgin Media was disconnected and has been restored multiple times in last 24h. If this persists, please try restarting your ISP Modem. (Today at 2:28 PM)

Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists. (Today at 2:25 PM)

When I look at the Hub5 Upstream & Downstream Connection logs from the V5 Router Status, I'm seeing a lot of critical T3 errors in the status, primarily on the upstream connection:

Additionally, there is alot of error showing under the downstream connection too under the "Uncorrectable errors (Active Profile)" heading:

Further investigation on the Network Log shows this error as the source of the T3 error:

Whilst I can't seem to go back anyfurther on the Network Log, the T3 errors seems to correlate to outages reported by Unifi. 

I WFH, so need a solid connection, and it has only started becoming a major issue over the last few months. 

  • legacy1's avatar
    legacy1
    Alessandro Volta

    Yup looks bad a BQM would also prove it

    https://www.thinkbroadband.com/broadband/monitoring/quality

    • Dstrong91's avatar
      Dstrong91
      Tuning in

      Probably would but a BQM mean squat to VM, their motto usually goes something like this “your download and uploads speed look great”.

      im having an issue with T2/T3 timeouts, Sync timing synchronisation, RNG-RSP CCAP errors and their solution was……. “We recommend some WiFi pods”.

       

      • legacy1's avatar
        legacy1
        Alessandro Volta

        Makes you think why have all that logging in the hub for anyone to see... 

    • Lightingman2003's avatar
      Lightingman2003
      Tuning in

      Many thanks for your recommendations! The service status of my Broadband has always been showing as ‘No known faults in your area’. 

      I’ve always found that contacting VM on the phone is a nightmare! 

      Could it be that because our street always floods (because of a nearby brook) is causing issues in the under street cabinet?

      • Client62's avatar
        Client62
        Alessandro Volta

        If the Downstream power levels also out of spec for the DOCSIS 3.0 Channels that may also be resulting in many more errors. 

  • There are 14 downstream DOCSIS 3.0 channels that have a power level of greater than -7dbmV. The highest is -11.6. I cant post a table here for somereason!

    I was hoping the Forum Mods would step in here. Considering my line isnt technically showing a fault, it will be an uphill battle trying to convince the first line support people that there is actually an issue! 

  • Client62's avatar
    Client62
    Alessandro Volta

    Signals between -7 ranging down to -11.6 dBmV are all below the normal operating range.

    An engineer is required to correct this before it becomes a total outage.
    Phone VM to get the engineer booked. 

    This Forum more use for advice than for fault reporting.

  • At least waiting for a total outage means it would be easier to get a engineer to visit! The phone number was useless and ended the call when it said there was no outages in my area. 

    I've started a chat, but I'm not 100% sure I'll get anywhere!

    I have my UCG setup with a secondary 4G connection that it will failover to when the primary connection drops. 

  • Update - Engineer now booked (had to accept the £25 engineer fee for them to believe me that there was an issue). Interestingly, DOCSIS 3.1 power level has now increased to -15! 

  • Client62's avatar
    Client62
    Alessandro Volta

     We are looking at negative logarithmic power figures.

    -15 dBmV is a lot lower signal strength than the previous -11.6 figure.      

    Take screen shots of the VM Hub stats looking poor,  perhaps paste them into a Word document
    so if by magic the figures look fine when the engineer arrives you have evidence of having good reason for your call out.