16 Consecutive T3 Timeouts Causing Internet Blips - another thread

[fleetafoot]

Thanks to @AVI68 for communicating frustrations.  I have a similar problem and have my first engineer visit scheduled for 28th July.  I have tried three times via the CS, hard reset the hub, replaced in-house cables where I can, and even got a WiFi Pod for my CS efforts (go figure that waste of money - I have not even taken the device out of the box). But I have raised a formal complaint,  BQM and Network Log errors correlate - here is the BQM graph 

Thanks for communicating your frustrations.  I have a similar problem and have my first engineer visit scheduled on 28th July.  I have tried three times via the CS, hard reset the hub, replaced in-house cables where I can, even got a WiFi Pod for my CS efforts (go figure that waste of money - I have not even taken the device out of the box). But I have raised a formal complaint,  BQM and Network Log errors correlate - here is the BQM graph 

Any comments are welcome as I am not a network expert but I do have rudimentary knowledge.

I'll attach the NW log in the following post

Any comments are welcome as I am not a network expert but I do have rudimentary knowledge.

[fleetafoot]

Time	Priority	Description
25-06-2024 22:55:25	notice	GUI Login Status - Login Success from LAN interface
25-06-2024 22:50:45	warning	Dynamic Range Window violation
25-06-2024 22:50:45	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 22:48:06	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 22:47:52	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 22:16:44	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:39:35	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:37:48	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:06:44	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:06:44	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:06:20	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:06:18	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:06:17	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:55	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:54	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:54	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:48	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:47	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:47	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:46	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:05:46	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:04:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:03:51	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 21:00:30	warning	Dynamic Range Window violation
25-06-2024 21:00:30	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:58:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:51:24	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:50:41	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:50:41	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:49:44	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:49:43	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
25-06-2024 20:49:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xxx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Your BQM is rejected - it probably has your i.p. displayed - post again this way...

Click the lower link (Share Live Graph) then, click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

[fleetafoot]

Thanks for helping display BQM. Here is the link  https://www.thinkbroadband.com/broadband/monitoring/quality/share/212e5ea864d6072e5a1fc0049f7a635397... 

[fleetafoot]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2563353c9f17ce103d3ddf4b512ae6ebad...  - previous day's graph

[avi68]

Can you post your downstream and upstream figures? Your bqm looks a lot worse then mine.

[Megan_L]

Hi Fleetafoot, 

Thanks for posting and welcome back to our Community Forums! 

Sorry you're seeing some errors on your Hub channels. 

We've taken a look at your services on our side and haven't found any issues, everything is running smoothly from what we can see. This means the connection that is going into your home is good. 

Could we ask if the device you've done the BQM on is connected via Ethernet or WIFI please? 

Do you have your Hub in modem mode at all?

Using a VPN or any other 3rd party equipment? 

Thanks,

Meg

[Sephiroth]

@ForumTeaM

Th BQM content has nothing to do with the device displaying the result.  The BQM ping is from Thinkbroadband to the public IP address of the user’s circuit.  That would either be in the Hub itself when in router mode or the attached router if in modem mode.   Nothing to do with WiFi. 

[Roger_Gooner]

The log indicates repeated failed attempts by the hub to establish communication with the CMTS. Unless there is a dodgy cable connection inside the home (and so easily remedied by the customer), a tech needs to be sent round.

[fleetafoot]

Update on my issue. After a visit by VM tech who said he swapped the connection port on the street cabinet and checked signals which originally were bad and we're now good. The tech knew his stuff, understood the problem and followed up with a call 3 days later to check. The BQM and network logs are clean since a few hours after the change. Kudos to the tech and VM, just a pity it took a complaint to get things done.