Forum Discussion

mgilbert3's avatar
mgilbert3
Tuning in
6 months ago

Packet Loss and T3/T4 timeouts

Hi,

In the last day (6th August) I have started to get packet loss and T3/T4 timeouts causing my broadband to drop and then reconnect. I am only getting loss of broadband at the same time as the packet loss is occurring, and this is aligned with when the T3/T4 timeouts are occurring. Below is the URL to the BQM. 

I'll post the log below and then the router config in an update. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bb8e1c3ae69f7990e3835b73b2992573585b6f76

 I re-started the router at 10pm on 6th August, after it had come back from a drop around 9:45pm. 

Below is the latest log file.

07/08/2024 14:27:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:26:22 critical Received 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;
07/08/2024 14:22:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:22:22 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:22:22 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:21:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 21:41:34 critical Received 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;
06/08/2024 21:19:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 20:40:49 critical Received 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;
06/08/2024 20:36:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 19:47:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 19:47:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 19:42:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 16:11:0 critical Received 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;
06/08/2024 16:06:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 16:05:40 critical Received 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;
06/08/2024 15:59:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 15:58:45 critical Received 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;
06/08/2024 14:33:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 14:32:34 critical Received 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;

  • Status:

    Cable Modem StatusItem Status Comments

    Acquired Downstream Channel (Hz)
    411000000
    Locked
    Ranged Upstream Channel (Hz)
    23600000
    Locked
    Provisioning State
    Online

    Downstream:

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

    14110000005.538256 qam1
    24190000005.338256 qam2
    3427000000538256 qam3
    4435000000538256 qam4
    54430000004.938256 qam5
    64510000004.638256 qam6
    7459000000538256 qam7
    84670000004.938256 qam8
    94750000004.838256 qam9
    104830000004.838256 qam10
    114910000004.938256 qam11
    12499000000538256 qam12
    135070000005.138256 qam13
    145150000005.438256 qam14
    155230000005.438256 qam15
    165310000005.338256 qam16
    175390000005.438256 qam17
    185470000005.338256 qam18
    195550000005.338256 qam19
    20563000000538256 qam20
    215710000005.138256 qam21
    225790000004.938256 qam22
    23587000000538256 qam23
    245950000005.138256 qam24



    Downstream bonded channels

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

    1Locked38.660
    2Locked38.600
    3Locked38.910
    4Locked38.900
    5Locked38.660
    6Locked38.600
    7Locked38.670
    8Locked38.670
    9Locked38.660
    10Locked38.610
    11Locked38.650
    12Locked38.610
    13Locked38.910
    14Locked38.610
    15Locked38.900
    16Locked38.660
    17Locked38.950
    18Locked38.660
    19Locked38.640
    20Locked38.600
    21Locked38.950
    22Locked38.600
    23Locked38.650
    24Locked38.600

    Upstream:

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    12360000052512064 qam5
    24960000052.8512064 qam1



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0020
    2ATDMA0000

    Configuration:

    General Configuration

    Network access
    Allowed
    Maximum Number of CPEs
    1
    Baseline Privacy
    Enabled
    DOCSIS Mode
    Docsis30
    Config file
    cmreg-vmdg505-bbt057+voc-b.cm



    Primary Downstream Service Flow

    SFID30270
    Max Traffic Rate143750047
    Max Traffic Burst42600
    Min Traffic Rate0



    Primary Upstream Service Flow

    SFID30269
    Max Traffic Rate22000047
    Max Traffic Burst42600
    Min Traffic Rate0
    Max Concatenated Burst42600
    Scheduling TypeBestEffort

     

    • Tudor's avatar
      Tudor
      Very Insightful Person

      Upstream power levels are too high and you only have 2 channels not 6. I suspect an are fault, follow this:

      Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

      VM will not dispatch any technicians while an area fault exists.

      If no area faults found:

      The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi mgilbert3,

      Thank you for your posts and welcome back to our community forums. We're here to help.

      I'm sorry to hear you've been experiencing some issues with your connection recently. I've checked over things on our systems and I'm unable to detect any known issues currently that would explain why you're experiencing these problems. Are they ongoing today?

      Thanks,
       

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    Wouldn't it be useful if the Forum Team person could say:  "I've checked your circuit, and yes, there are only two upstream channels instead of 6.  This will need sorting by a technician visit in the first instance".

    Or:  "I've checked your circuits and I can see 6 upstream channels now.  Please confirm that all is now working satisfactorily".