Forum Discussion

andrewpieri's avatar
andrewpieri
On our wavelength
9 months ago

Intermittent drop outs - multiple T3 and T2 timeouts

Over the past few days started experiencing multiple drops seemingly attributable to multiple T3 / T2 timeouts, had previously gone weeks without anything.

I know a couple of weeks ago (16th /17th May) there was a problem in the area (a ticket was mentioned in the app) which got resolved and since then service had been very stable (in fact the best it had been for a long while) until the last few days.

Is anyone able to advise if the network team is looking at a new or repeat local area issue? the VM app says status is all good

 

Thanks for your help

 

Andrew

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Please post a full set of stats, do not post photos, use copy and paste of the data.

  • andrewpieri's avatar
    andrewpieri
    On our wavelength

    Thanks for reply.

    Rebooted router so stats reset, but a snippet or errors below...

     

    03-06-2024 16:36:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:34:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:33:58criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:37criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:27criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:20criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:17criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:32:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:31:59criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:31:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:31:04criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:30:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:30:46criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:30:05criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:30:04criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:30:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-06-2024 16:30:01criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
     
     

     

    • andrewpieri's avatar
      andrewpieri
      On our wavelength

      Also spotted upstream QAM dropped to 16 (from 64)...

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000046.85120QAM 165
      14310000046.85120QAM 166
      23660000046.55120QAM 167
      33010000046.85120QAM 168
      42360000047.35120QAM 1611
      • andrewpieri's avatar
        andrewpieri
        On our wavelength

        Morning

        Latest…

        A frenzy of T3/T2 errors around 2am this morning. Checked VM app and now reporting a problem in the area, ticket ref F011336901 (fix time 4th June 4pm). I’m hoping related to my issues.

    • jh0's avatar
      jh0
      Joining in

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000000.341QAM 25625
      21390000002.141QAM 2561
      31470000001.940QAM 2562
      41550000001.840QAM 2563
      51630000001.640QAM 2564
      61710000001.440QAM 2565
      71790000001.240QAM 2566
      81870000001.140QAM 2567
      91950000001.140QAM 2568
      102030000000.740QAM 2569
      112110000000.639QAM 25610
      122190000000.539QAM 25611
      132270000000.339QAM 25612
      142350000000.139QAM 25613
      152430000000.239QAM 25614
      162510000000.439QAM 25615
      172590000000.439QAM 25616
      182670000000.140QAM 25617
      19275000000040QAM 25618
      202830000000.140QAM 25619
      212910000000.140QAM 25620
      222990000000.140QAM 25621
      233070000000.140QAM 25622
      243150000000.240QAM 25623
      253230000000.341QAM 25624
      263390000000.141QAM 25626
      27347000000042QAM 25627
      283550000000.142QAM 25628
      29363000000042QAM 25629
      303710000000.142QAM 25630
      313790000000.242QAM 25631

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked41221688295256
      2Locked411263
      3Locked401009
      4Locked40817
      5Locked40740
      6Locked40360
      7Locked40400
      8Locked40430
      9Locked40680
      10Locked401650
      11Locked395931
      12Locked39176058
      13Locked394219172
      14Locked3979301083
      15Locked39149443176
      16Locked39281047696
      17Locked394319714422
      18Locked407648033637
      19Locked4013864272107
      20Locked409447173434
      21Locked40142336110474
      22Locked40236507168680
      23Locked40765546180069
      24Locked406858073602296
      25Locked41239631261264
      26Locked41170595172053
      27Locked42185614157147
      28Locked4211827379658
      29Locked427616142951
      30Locked424979823097
      31Locked423387912108

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      33944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      33Locked42-0.810597421802011

       

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000049.35120QAM 641
      14310000049.35120QAM 642
      23660000049.35120QAM 643
      33010000048.85120QAM 644
      42360000048.85120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA00540
      1ATDMA00551
      2ATDMA00540
      3ATDMA00540
      4ATDMA00720

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      610.444.52KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA20874000000721

       

      General Configuration

      Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
      Allowed
      3
      Enabled
      3.1
      cmreg-vmdg660-bbt076+voc-b.cm

      Primary Downstream Service Flow

      SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
      36710
      1230000450 bps
      42600bytes
      0 bps
      36712
      128000 bps
      3044bytes
      0 bps

      Primary Upstream Service Flow

      SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
      36709
      110000274 bps
      42600bytes
      0 bps
      42600bytes
      Best Effort
      36711
      128000 bps
      3044bytes
      0 bps
      1522bytes
      Best Effort
       

      Hub 5 device information

      The information below shows current status of this Hub 5.

      Standard specification compliant
      :
      DOCSIS 3.1
      Hardware version
      :
      1.1
      Software version
      :
      LG-RDK_7.6.20-2306.5
  • andrewpieri's avatar
    andrewpieri
    On our wavelength

    Although according to the VM app network status is healthy now, lost service for best part of 30mins around 1pm today. Neighbour (VM customer too) also having issues. Also seeing intermittent packet drops too.

    Really appreciate an update on if there are still ongoing issues being looked at by the network team. Pretty disappointing and frustrating situation when trying to WFH.

    Thanks for your help

  • jh0's avatar
    jh0
    Joining in

    I'm in the same boat too. 2-3 times a day the connection drops out completely with T3 errors for about 3-5 minutes, started on Monday (3rd June). 

    Also worth noting, on Sunday night there was a push of the newest Hub 5 software (LG-RDK_7.6.20-2306.5) - which I noticed because the Hub had been taken out of modem mode and my home wifi was broken ready for work Monday morning and spent the first 30 mins troubleshooting as needed to do a pinhole reset in order to get it back into Modem mode (as the UI simply wouldn't allow me to switch it, even after rebooting.) 

    I am on Gig1 HFC, Hub5 in modem mode, everything has been working well for the last 6 months, no changes to cables, configurations, just that overnight software update is the only thing that has changed in this environment here (but may just be coincidence). 

    BQM with the 3 main dropouts today (plus a few more which weren't logged in the hub for some reason:

     

    Network Log

    Time Priority Description
    05-06-2024 15:56:09criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:56:09critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:56:09criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:46critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:46criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:44criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:44critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:02critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:02criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:55:01criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:54:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:54:59critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:54:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:54:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:54:17critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 15:53:10criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 14:17:57noticeUS 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;
    05-06-2024 14:07:48noticeUS 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;
    05-06-2024 11:52:30noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 11:48:27criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 11:44:57noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:56critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:56criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:54criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:54critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:27criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:27criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 03:25:27critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
     
  • jh0's avatar
    jh0
    Joining in

    Also one more thing, strangely the Hub5 Web UI isn't accessible at the start of these T3 timeouts and doesn't respond to pings until about a minute or two after they begin. I screenshotted this during the latest T3 timeout this afternoon around 15:55 

     

    • jh0's avatar
      jh0
      Joining in

      And a further update, just now another full connection drop, including Hub5 not being able to be pinged from 17:30 - 17:33:

      Network Log

      Time Priority Description
      05-06-2024 17:33:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:31:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:31:54noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:31:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:31:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:31:32critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:30:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:30:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:30:24criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:30:09noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:27:10noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:24:49noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:21:58noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:19:42noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:11:36noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:08:47noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:06:32noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      05-06-2024 17:05:43noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

       

    • andrewpieri's avatar
      andrewpieri
      On our wavelength

      Hi

      Gig1, Hub 5 and same version here. Service has mainly been down since just before 530pm. I’m based in North London.

      Really appreciate any info from VM team on this.

      Thanks

      • andrewpieri's avatar
        andrewpieri
        On our wavelength

        VM app now showing more problems in the area (lag in reporting does not build confidence). Fix ETA Thursday 3am.

        Andrew

  • andrewpieri's avatar
    andrewpieri
    On our wavelength

    Gone again, latest fix time Friday 3pm. Not sure if the VM team can do anything to escalate further. Thanks

    • John_GS's avatar
      John_GS
      Forum Team

      Hi andrewpieri 

      Thanks for posting and welcome back to the community. Apologies for any broadband issues. There's no current outages showing when I have checked the system so I do hope everything now resolved for you. 

      Please keep us posted should you need further help.

  • andrewpieri's avatar
    andrewpieri
    On our wavelength

    Hi John,

    Thanks very much for checking in.

    Since issues no longer appearing in VM app, I've observed a couple of further brief outages (nothing like last week) with T3 errors being reported alongside, plus also now re-seeing consistent low level packet loss (no packet loss the few weeks leading up to the problems of last week).

    I'm pretty sad to say that my mobile hotspot has more reliable packet delivery than my Gig1 FTTC service at the moment.

    Are you able to check with network team to see if there are any less critical but still outstanding issues which may account for this? I'm pretty certain nothing has changed at my end, but of course as always willing to take any advice

    Thanks again for your help

    Andrew

    • andrewpieri's avatar
      andrewpieri
      On our wavelength

       

      Hi,

      Still having issues, lost service today at around 1030am for 5-10mins (16 consecutive T3s). Any assistance greatly appreciated.

      Thanks

      Andrew

    • John_GS's avatar
      John_GS
      Forum Team

      Hi andrewpieri 

      Thanks for coming back to me. 

      Apologies it's ongoing for you. Can you pop the router in router mode please so we can run further checks?

      Best wishes.

  • andrewpieri's avatar
    andrewpieri
    On our wavelength

    Hi Daniel,

    Thanks for your help.

    The packet loss has improved over the last 24hrs or so (no changes here). Let me monitor and provide a further update before the end of the week.

    Best

    Andrew

     

     

    • andrewpieri's avatar
      andrewpieri
      On our wavelength

      Hi Daniel,

      Some quite odd events overnight…Hub 5 rebooted itself for some unknown reason (see SYNC timing error just before)

       

      Time Priority Description

      18-06-2024 02:41:20noticeREGISTRATION COMPLETE - Waiting for Operational status
      18-06-2024 02:41:17noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-06-2024 02:41:11noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-06-2024 02:41:08noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-06-2024 02:41:05warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-06-2024 02:41:03noticeHonoring MDD; IP provisioning mode = IPv4
      18-06-2024 02:40:44criticalCable Modem Reboot because of - unknown
      18-06-2024 02:40:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol

      Router upstream channels QAM dropping to 32 and then 16. 
      Please can you advise best course of action. 

      Thanks

      Andrew

      • andrewpieri's avatar
        andrewpieri
        On our wavelength

        Exactly the same overnight (reboot unknown) again, timing within 5mins. Assuming some network maintenance or similar triggering. Upstream QAM at 32, some network power /noise underlying issue?

        Thanks