Forum Discussion

SerenayaXIV's avatar
SerenayaXIV
On our wavelength
9 months ago

T3 Noise Issues (again)

Hi. Simply gonna link previous threads of us having the same issue as it's once again back. Exact same thing. I've given it nearly a week to stabilise but more days than not, T3 timeouts are occurring once again. Our entire line from cab to router is less than a year old due to an RG11 (mentioned in the threads) and new lines + splitters from router to box. Highly doubt it's a problem with us specifically. Fault line and service page not reporting any issues thus far.

I also need an engineer pronto to also fix power levels since it seems network have recently done something that's put them out of balance, along with a reportedly faulty firmware update(?). If we have the 6dB attenuator in the back of the hub5 then Upstream is slightly too high (around 50dB) and Downstream 3.0 is fine (+3-4dB) but 3.1 PLC is bordering on too low (-5dB sometimes). Without it however, we're in spec on 3.1 and Upstream but 3.0 Downstream channels are bordering on too high (+9-10dB). I've currently left it out to make sure Upstream noise is not amplified by being out of spec. No change, however. This is not the cause of the noise issues (as proven by all 3 occasions below) but probably isn't helping. That way I can talk to them about this issue more in-depth too.

Not amused, VM. 3rd time we've had prolonged issues with this in less than 2 years. Can put up with a bad day or 2, it happens. Not your fault. Sadly it's never just that. It's potentially weeks every time without a solution which ends up boiling down to a network issue or 3 being eventually found and fixed.

https://community.virginmedia.com/t5/Networking-and-WiFi/Yet-more-issues-with-downstream-upstream/td-p/5399691
https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittence-in-Downstream-Upstream/td-p/5381491
https://community.virginmedia.com/t5/Forum-Archive/Regular-Intermittent-Upstream-dropouts/td-p/5202486

Any help appreciated. Thanks.

  • Hey SerenayaXIV Thanks for reaching out to us on here. 👋🏼

    I'm sorry to hear about the issues with the connection you've had recently.
    I've had a look and I can see there are some drops on the line but this is not a significant amount shown on our end.

    The drops shows that they are very minimal with very minimal effect - however this doesn't mean that these are the same effects on your end.
    Does the service light on the VM hub change colour or drop out when these occurrences happen?

    Let us know and we can assist from there. 🧾

    Kind regards,
    Ilyas.

    • SerenayaXIV's avatar
      SerenayaXIV
      On our wavelength

      Hi, Ilyas. Thanks for responding.

      No, the Hub light does not change to my knowledge. They are brief indeed, a minute or few perhaps. However very noticeable in my line of work.

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team

        Hi SerenayaXIV, thank you for your response.

        In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

  • Anonymous's avatar
    Anonymous

    I wish my graphics where that good.. but I have same issues and no help

  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength

    Hi there. Unfortunately had to cancel the engineer appointment due to family matters but coincidentally the problem had settled. However it is now back in full force. Would like to rebook if possible please. Apologies.

  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength

    For context, this is today with evidence of what's actually happening according to the log. Looks very much like network to me, or something's happened in the cabinet as I'd mentioned at the top of the thread. Again apologies for having to cancel the appointment though I did wish to reschedule, but neither the app or desktop site would let me do so, but rather simply returned a "sorry, we can't run a test right now" which is... not what I wanted to do. Cancellation was the only option that worked.

    31-05-2024 18:35:40noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; 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;
    31-05-2024 18:33:31criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-05-2024 18:33:31critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-05-2024 18:32:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-05-2024 18:14:55noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi SerenayaXIV,

      Thank you for getting back to us here. It's a shame to hear that the issues sadly returned.
       

      If you've already been discussing this via private message with one of my colleague recently, please respond to them again there and they'll assist you further.

      Thanks,
       

      • SerenayaXIV's avatar
        SerenayaXIV
        On our wavelength

        Hi there. 

        Have done so, thank you. No response thus far. Apologies for the delay.

  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength

    For the record this is what it looks like right now and this is a "better" day after being clear for most of the last week. Doesn't look like much but it affects my particular profession quite a lot especially when there's timeouts involved. Are there any reported issues even small-scale? Unsure why this keeps happening on a weekly basis now.

  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength

    Quick update on this - after some back-and-forth and some escalation to network, the issue has been seemingly resolved. Big thanks to Forum Staff Member Daniel_Et (can't @ them) for all their help, efficiency and for taking the matter seriously. Really appreciate it.

    Hopefully it doesn't return but the track record sadly suggests otherwise. Fingers crossed, though.