Random drop outs on Gig1 connection

Question

Experiencing random drop outs on my connection. Things are generally good, but every now and then the connection just drops before shortly coming back on. Looking through the logs, I seem to be getting quite a lot of T3 timeouts despite a model uptime of less than a month. Can someone from the forum team take a look as I don't think I can cope with banging my head against the wall with the offshore team. To be perfectly honest, these issues have been around for the past year, but beyond getting told to turn off and on again, they have never really been resolved.Item	Status	Type
Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
Channel Overview	Downstream	Upstream
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1&nbsp;3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	7.4	40	QAM 256	25
2	155000000	8.9	40	QAM 256	3
3	163000000	8.4	40	QAM 256	4
4	171000000	8.1	40	QAM 256	5
5	179000000	8	40	QAM 256	6
6	187000000	7.9	40	QAM 256	7
7	195000000	7.8	40	QAM 256	8
8	203000000	7.8	40	QAM 256	9
9	211000000	7.9	40	QAM 256	10
10	219000000	7.9	40	QAM 256	11
11	227000000	7.6	40	QAM 256	12
12	235000000	7.7	40	QAM 256	13
13	243000000	7.8	40	QAM 256	14
14	251000000	7.6	40	QAM 256	15
15	259000000	7.5	40	QAM 256	16
16	267000000	7.3	40	QAM 256	17
17	275000000	7.3	40	QAM 256	18
18	283000000	7.1	40	QAM 256	19
19	291000000	7.8	40	QAM 256	20
20	299000000	7.9	40	QAM 256	21
21	307000000	7.9	40	QAM 256	22
22	315000000	7.7	41	QAM 256	23
23	323000000	7.7	40	QAM 256	24
24	339000000	7.4	40	QAM 256	26
25	347000000	7.4	40	QAM 256	27
26	355000000	7.3	40	QAM 256	28
27	363000000	7.5	40	QAM 256	29
28	371000000	7.5	41	QAM 256	30
29	379000000	7.8	41	QAM 256	31
30	387000000	7.5	40	QAM 256	32
31	395000000	7.7	41	QAM 256	33
32	403000000	7.3	41	QAM 256	34
3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	1034	0
2	Locked	40	85	0
3	Locked	40	97	0
4	Locked	40	109	0
5	Locked	40	115	0
6	Locked	40	156	0
7	Locked	40	159	0
8	Locked	40	168	0
9	Locked	40	327	0
10	Locked	40	192	0
11	Locked	40	202	0
12	Locked	40	210	0
13	Locked	40	138	0
14	Locked	40	134	0
15	Locked	40	293	0
16	Locked	40	365	0
17	Locked	40	463	0
18	Locked	40	218	0
19	Locked	40	494	0
20	Locked	40	868	0
21	Locked	40	759	0
22	Locked	41	739	0
23	Locked	40	523	0
24	Locked	40	1090	0
25	Locked	40	1414	0
26	Locked	40	1462	0
27	Locked	40	1691	0
28	Locked	41	1390	0
29	Locked	41	2187	0
30	Locked	40	3099	0
31	Locked	41	3025	0
32	Locked	41	3286	0
3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	94	4K	1840	QAM 4096	1108
3.1 Downstream channels

Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
159	Locked	42	6.3	2939035814	03.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	45	5120	QAM 64	1
1	43100000	44.3	5120	QAM 64	2
2	36600000	44	5120	QAM 64	3
3	30100000	43.3	5120	QAM 64	4
4	23600000	42.8	5120	QAM 64	5
3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	66	3
3.1 Upstream channels

Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
6	10	39.0	2K	QAM 256
3.1 Upstream channels

Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
6	OFDMA	200	74000000	17	1Network Log

Time	Priority	Description
04-11-2024 11:09:48	notice	GUI Login Status - Login Success from LAN interface
04-11-2024 09:40:22	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-11-2024 09:40:22	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-11-2024 08:33:51	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-11-2024 08:33:51	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 17:18:38	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 06:16:24	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 06:16:24	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 06:06:15	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 06:06:15	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2024 19:41:35	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2024 19:41:35	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2024 18:39:05	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2024 18:39:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-10-2024 10:23:50	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-10-2024 10:23:50	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-10-2024 09:16:05	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-10-2024 09:16:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-10-2024 05:18:37	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 21:37:29	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 21:37:29	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 20:37:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 20:37:05	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 20:19:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 18:32:15	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 18:32:15	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 18:28:36	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 18:27:09	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 16:24:57	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 16:24:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 15:16:41	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 15:16:41	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 15:16:06	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-10-2024 20:25:05	notice	GUI Login Status - Login Success from LAN interface
27-10-2024 20:24:14	notice	GUI Login Status - Login Fail from LAN interface
03-10-2024 16:36:47	notice	GUI Login Status - Login Success from LAN interface&nbsp;&nbsp;

Ashleigh_C · Answer

Hi there Travelstar&nbsp;
Thank you so much for your post and welcome to the community forums, it's great to have you here.&nbsp;
I am so sorry that you are facing issues with your service and thank you again for posting. I have taken a look on our side but I am haven't been able to run full checks on the Hub, can I just check is the Hub currently in Modem mode? If so can you return this to router mode for at least 24 hours so we can check things on our side?

Travelstar · Answer

I've put the router back into router mode so you should be able to run whatever checks are necessary now.

Ashleigh_C · Answer

Thank you for arranging this Travelstar&nbsp;
I have taken a look on our side and I can see a few issues with the Hub specs that I do think would best be resolved by an engineer visit, I'll get a private message sent across so we can take a look.&nbsp;
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 &nbsp;

Ashleigh_C · Answer

Hello again Travelstar&nbsp;
 Thanks so much for your private message and confirming your address, I have now booked you a visit for – you can your connection issues - the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
 There will be no charge for this visit unless:
 • The engineer diagnoses the faults as not being caused by our network/equipment&nbsp;
 • The engineer discovers that the fault or problem relates to your equipment
 • The engineer discovers that the fault or problem relates to any system that we are not responsible for
 The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.&nbsp;
 Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
 If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 &nbsp;

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Random drop outs on Gig1 connection

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