Forum Discussion

metalmatt's avatar
metalmatt
Superfast
12 months ago

Internet keeps dropping out

For the last week my Internet has been dropping off for 30 seconds then it comes back on again. I have a hub 5 and keep getting 16 consecutive T3 timeouts plus US profile assignment change. I have had loads of these errors today. Can someone look onto this please? Thanks. 

Hub 5
t3
WIFI
  • Carley_S's avatar
    Carley_S
    7 months ago

    Great to hear this metalmatt 

    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
     

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    12 months ago

    see this..

    ________

    Is it happening on cable connected devices as well as wifi ones ? 

    Then... Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    • metalmatt's avatar
      metalmatt
      Superfast
      12 months ago

      I've tightened the cable and powered down the hub 5 I'll see how it goes... Cheers

    • metalmatt's avatar
      metalmatt
      Superfast
      12 months ago

      I have posted my stats:

       

      3.0 Downstream channels

       

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

      1 323000000 6.7 40 QAM 256 24

      2 179000000 7.9 40 QAM 256 6

      3 187000000 7.5 40 QAM 256 7

      4 195000000 7.6 40 QAM 256 8

      5 203000000 7.1 40 QAM 256 9

      6 211000000 7.2 40 QAM 256 10

      7 219000000 6.9 40 QAM 256 11

      8 227000000 6.8 40 QAM 256 12

      9 235000000 6.6 40 QAM 256 13

      10 243000000 6.2 40 QAM 256 14

      11 251000000 5.9 40 QAM 256 15

      12 259000000 5.4 40 QAM 256 16

      13 267000000 5.1 39 QAM 256 17

      14 275000000 5.3 39 QAM 256 18

      15 283000000 6 40 QAM 256 19

      16 291000000 6.7 40 QAM 256 20

      17 299000000 6.9 40 QAM 256 21

      18 307000000 6.9 40 QAM 256 22

      19 315000000 6.9 40 QAM 256 23

      20 331000000 6.8 40 QAM 256 25

      21 339000000 6.9 39 QAM 256 26

      22 347000000 6.9 40 QAM 256 27

      23 355000000 6.7 40 QAM 256 28

      24 363000000 6.6 40 QAM 256 29

      25 371000000 6.5 40 QAM 256 30

      26 379000000 6.2 40 QAM 256 31

      27 387000000 5.9 40 QAM 256 32

      28 395000000 5.2 40 QAM 256 33

      29 403000000 5 40 QAM 256 34

      30 411000000 4.9 40 QAM 256 35

      31 419000000 5 40 QAM 256 36

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

      1 Locked 40 13 0

      2 Locked 40 8 0

      3 Locked 40 7 0

      4 Locked 40 9 0

      5 Locked 40 11 0

      6 Locked 40 11 0

      7 Locked 40 5 0

      8 Locked 40 5 0

      9 Locked 40 10 0

      10 Locked 40 8 0

      11 Locked 40 10 0

      12 Locked 40 13 0

      13 Locked 39 7 0

      14 Locked 39 8 0

      15 Locked 40 10 0

      16 Locked 40 7 0

      17 Locked 40 8 0

      18 Locked 40 3 0

      19 Locked 40 9 0

      20 Locked 40 11 0

      21 Locked 39 7 0

      22 Locked 40 6 0

      23 Locked 40 11 0

      24 Locked 40 5 0

      25 Locked 40 8 0

      26 Locked 40 8 0

      27 Locked 40 9 0

      28 Locked 40 8 0

      29 Locked 40 14 0

      30 Locked 40 9 0

      31 Locked 40 12 0

      3.1 Downstream channels

       

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

      37 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)

      37 Locked 40 1.1 308230530 0

      • metalmatt's avatar
        metalmatt
        Superfast
        12 months ago

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        0 49600000 41.3 5120 QAM 64 1
        1 43100000 41.3 5120 QAM 64 2
        2 36600000 41 5120 QAM 64 3
        3 30100000 40.5 5120 QAM 64 4
        4 23600000 40 5120 QAM 64 9
        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 0 0
        3.1 Upstream channels

        Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
        10 11 37.0 2K QAM 256
        3.1 Upstream channels

        Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
        10 OFDMA 220 74000000 0 0

  • metalmatt's avatar
    metalmatt
    Superfast
    11 months ago

    Its just happened again at 08:21 Internet goes off for 30 seconds. Its been 9 days since the last one.

    Time Priority Description

    14-02-2024 08:21:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-02-2024 08:21:29critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • Akua_A's avatar
      Akua_A
      Forum Team
      11 months ago

      Hi metalmatt 

      Welcome back to our community forums and sorry to hear your service has been dropping out. We can understand the frustration this may have caused and we want to do our best to help. I have run some tests on our system and there does seem to be an issue with your hub power levels. To best resolve this, I have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,

  • metalmatt's avatar
    metalmatt
    Superfast
    11 months ago

    Thanks all for your help engineer has been an adjust the power levels. This community is the best 🙂

  • metalmatt's avatar
    metalmatt
    Superfast
    11 months ago

    Hi all,

    I have been monitoring my hub 5 I had 16 T3 timeouts last night at 22.54pm to my knowledge I did not loose any connection. Its a bit odd as I never got this on my hub 3. I have got my hub 5 in modem mode as I use my own router. It seems that the hub is trying to ping ISP but failing. Here is my log:

    04-03-2024 22:54:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-03-2024 22:54:43criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-03-2024 22:54:43critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    Here is a link to my monitor, as you can see a small red line

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/cbd62bfa9de8bc55861dc2d549f67d49b365468b

    Any ideas? my power levels are fine by the way. Cheers.

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      11 months ago

      Hi metalmatt,

      Thank you for reaching back out, we are sorry to see you have over 16 timeouts on Monday and for any inconvenience caused, we were able to check things our end with the details we have for you and cannot see any issues our end, everything is looking in sync and all in green, we would advise running further checks Via you Online Account if this happens again.

      Regards

      Paul.     
       

      • metalmatt's avatar
        metalmatt
        Superfast
        10 months ago

        Hi Paul

        Had 16 T3 timeouts at 13.09 today service was interrupted for about 25 seconds. Here is the log read out:

        Time Priority Description

        26-03-2024 13:09:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        26-03-2024 13:09:17critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • metalmatt's avatar
    metalmatt
    Superfast
    10 months ago

    Good Morning

    I had another set of 16 T3 timeouts last night at 20.34 although no loss of internet. When I have some free time I'm thinking of resetting the hub 5. Here is the link to my monitor

    27-03-2024 23:56:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 23:47:19noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 23:08:32criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 22:43:30noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 20:35:47criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 20:35:47critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 20:34:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • metalmatt's avatar
      metalmatt
      Superfast
      10 months ago

      I have been doing some tests and found some really odd results. The hub 5 is in modem mode I use my own router and when I disable pings to wan and when I get 16 T3 timeouts the Internet goes off for 25 seconds then comes back on again. If I enable wan pings and get the T3 timeouts in the Internet stays on. This could be a bug on the hub 5 maybe? I rather disable pings to wan due to security concerns however I might have to leave it on. 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      10 months ago

      Hi metalmatt, thank you for your posts.

      We're sorry to hear about the timeouts you've had 😔

      I've taken a look on our side, but I cannot see any issues that would explain what you're experiencing.

      Have you tried resetting the Hub since you last posted? If so, what impact, if any, has that had?

      Advice on how to fix internet problems can be found in this article here. 

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    9 months ago

    The T4 event that follows 16x T3s is not the result of a Hub fault unless it happens 100% of the time and the network itself is in good health.

    The T3s occurred when you were not taking the stats and had you caught the events whilst taking stats, you would most probably have seen anomalies in the upstream such as QAM16 on one or more channels.  So, of your two choices, network issue (occasional) is more likely.

    • metalmatt's avatar
      metalmatt
      Superfast
      9 months ago

      I had the following Yesterday at 6pm:

      16 consecutive T3 timeouts while trying to range on upstream channel 2

      QAM was not effected. all reading 64 on 3.0 upstream and 256 on 3.1. I'm going to put the hub in router mode for a week and see if I get any more T3 timeouts. Cheers.

      • Sephiroth's avatar
        Sephiroth
        Alessandro Volta
        9 months ago

        Just to say - the T3 timeouts are wholly independent of Router/Modem Mode.  The T3 events occur when the keep-alive data isn't received within the required period.  The mechanism is complex in that the upstream is sort of "invited" to send data along the shared resource (cable or fibre) according to opportunity (how busy the upstream is); the upstream is granted a mini-slot for each quantum of data (a number of symbols).  If the keep-alive data isn't received within the expected time, a T3 event occurs.  16x consecutively of those indicates an upstream issue, all within a very short space of time when you won't catch any QAM changes - which don't have to occur if there are other upstream issues.  HTH.

        Router mode won't improve anything.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    9 months ago

    Btw, if it's just one channel, then there is definitely an upstream issue.  Your data is split across all upstream channels and reassembled at the CMTS.  If just one channel is timing out then something's wrong - possible a laser issue, or noise.

    • metalmatt's avatar
      metalmatt
      Superfast
      9 months ago

      Cheers for the info 🙂 Here are my current upstream stats:

      3.0 Upstream channels
      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      0 49600000 46 5120 QAM 64 1
      1 43100000 45.8 5120 QAM 64 2
      2 36600000 45.5 5120 QAM 64 3
      3 30100000 45 5120 QAM 64 4
      4 23600000 44.3 5120 QAM 64 9

      3.0 Upstream channels
      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0 ATDMA 0 1 4 0
      1 ATDMA 0 1 6 0
      2 ATDMA 0 1 0 0
      3 ATDMA 0 1 42 0
      4 ATDMA 0 1 1 0

      3.1 Upstream channels
      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      10 10.4 41.5 2K QAM 256

      3.1 Upstream channels
      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      10 OFDMA 208 74000000 6 0

       
      • metalmatt's avatar
        metalmatt
        Superfast
        9 months ago

        Here are my current downstream stats:

        3.0 Downstream channels
        Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
        1 331000000 1.7 39 QAM 256 25
        2 179000000 3.3 40 QAM 256 6
        3 187000000 2.8 39 QAM 256 7
        4 195000000 2.8 40 QAM 256 8
        5 203000000 2.3 40 QAM 256 9
        6 211000000 2.3 40 QAM 256 10
        7 219000000 2 39 QAM 256 11
        8 227000000 1.9 39 QAM 256 12
        9 235000000 1.7 39 QAM 256 13
        10 243000000 1.3 39 QAM 256 14
        11 251000000 1 39 QAM 256 15
        12 259000000 0.6 39 QAM 256 16
        13 267000000 0.7 39 QAM 256 17
        14 275000000 1.1 39 QAM 256 18
        15 283000000 1.7 40 QAM 256 19
        16 291000000 2.1 40 QAM 256 20
        17 299000000 2.1 40 QAM 256 21
        18 307000000 2.1 40 QAM 256 22
        19 315000000 1.9 39 QAM 256 23
        20 323000000 1.8 39 QAM 256 24
        21 339000000 1.9 40 QAM 256 26
        22 347000000 1.9 40 QAM 256 27
        23 355000000 1.7 40 QAM 256 28
        24 363000000 1.6 40 QAM 256 29
        25 371000000 1.6 40 QAM 256 30
        26 379000000 1.1 40 QAM 256 31
        27 387000000 0.8 39 QAM 256 32
        28 395000000 0.1 39 QAM 256 33
        29 403000000 0 39 QAM 256 34
        30 411000000 0.1 39 QAM 256 35
        31 419000000 0 39 QAM 256 36

        3.0 Downstream channels
        Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
        1 Locked 39 127 23
        2 Locked 40 137 116
        3 Locked 39 122 0
        4 Locked 40 105 20
        5 Locked 40 99 0
        6 Locked 40 104 10
        7 Locked 39 111 60
        8 Locked 39 116 67
        9 Locked 39 90 11
        10 Locked 39 97 0
        11 Locked 39 111 9
        12 Locked 39 135 12
        13 Locked 39 162 23
        14 Locked 39 126 77
        15 Locked 40 108 78
        16 Locked 40 102 71
        17 Locked 40 123 72
        18 Locked 40 107 13
        19 Locked 39 122 118
        20 Locked 39 128 115
        21 Locked 40 166 67
        22 Locked 40 136 65
        23 Locked 40 142 13
        24 Locked 40 152 11
        25 Locked 40 153 122
        26 Locked 40 175 20
        27 Locked 39 127 0
        28 Locked 39 233 67
        29 Locked 39 226 0
        30 Locked 39 249 12
        31 Locked 39 221 0

        3.1 Downstream channels
        Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
        37 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)
        37 Locked 37 -6.3 2079297869 104

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    9 months ago

    I take it that the downstream Uncorrectable errors are not rising.  Do please confirm.  What we're seeing now is most likely the result of the gibberish received while it's syncing after a reboot.  If the DS uncorrectables are rising, then that's a contributory factor because what the hub receives during ranging may be unintelligible.

    I've noticed that the D3.1 downstream channel is at considerably lower power than the D3.0 channels and that the SNR (RxMER) is also poorer.  Something going on there perhaps.

    Are your neighbours having a similar problem?  Worth reporting because an area fault gets their attention.

    • metalmatt's avatar
      metalmatt
      Superfast
      9 months ago

      Its gone from 104 to 105. My next door neighbour has not reported anything. Its an error that's very random. The service does not go down just goes very slow for 25-30 seconds then back to normal only when I have 16 t3 timeouts in one go. I will turn off everything tomorrow and check connection and reboot.

      • metalmatt's avatar
        metalmatt
        Superfast
        9 months ago

        The cable on the box (indoor) was pretty loose I have tightened this now, so far no major t3 timeouts. I will keep monitoring this. Thanks for the help 🙂

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    8 months ago

    @metalmatt 

    Do please ask the Forum Team to tell you exactly what they can test in router mode that they can't test in modem mode?  Despite my frequent questioning of this, they don't seem bothered to answer.

    Please press them.  It's a lot of trouble to have to go to and they've never justified it.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    8 months ago

    I know I'm a pest - but what "further tests" would that be?