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16 Consecutive T3 Timeouts Causing Internet Blips

avi68
Up to speed

Hi,

At very random times I lose service for a few minutes. This doesnt happen everyday or every week, it happens very randomly. Looking at the hub 5 logs I see this message "16 consecutive T3 timeouts while trying to range on upstream channel 8". 

Looking closer it seems to be related to the docsis 3.1 upstream channel. For some unknown reason a large number of timeouts occur which takes the internet down for a few minutes. Ive been on the phone with CS who dont really have an idea of what I was talking about. I would like to know what causes these consecutive T3 timeouts and if anyone else with a hub 5 has similar issues?

Reboots and factory resets dont work. Ive already had a few hub 5's and new cables, the issue still occurs. 

Neighbours that I talk to have hub 3's and they dont get these interruptions when I get mine and Im assuming this is because they're using docsis 3.0 channels?

Any advise would be appreciated.

Thanks

73 REPLIES 73

avi68
Up to speed

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem StatusOnlineDOCSIS 3.0
Primary downstream channelLockedSC-QAM
DOCSIS 3.0 channels315
DOCSIS 3.1 channels11

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.941QAM 25625
21390000008.240QAM 2561
31470000008.240QAM 2562
41550000008.140QAM 2563
5163000000839QAM 2564
61710000007.839QAM 2565
71790000007.739QAM 2566
81870000007.539QAM 2567
91950000007.439QAM 2568
102030000007.339QAM 2569
112110000007.539QAM 25610
122190000007.638QAM 25611
132270000007.538QAM 25612
142350000007.438QAM 25613
15243000000738QAM 25614
162510000006.939QAM 25615
172590000006.639QAM 25616
182670000006.739QAM 25617
192750000006.439QAM 25618
202830000006.539QAM 25619
212910000006.440QAM 25620
222990000006.740QAM 25621
233070000006.840QAM 25622
24315000000740QAM 25623
253230000006.941QAM 25624
263390000006.841QAM 25626
273470000006.641QAM 25627
283550000006.241QAM 25628
293630000006.141QAM 25629
303710000006.541QAM 25630
313790000006.641QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked411880
2Locked403410
3Locked402210
4Locked401960
5Locked392440
6Locked392210
7Locked392070
8Locked392100
9Locked392300
10Locked392290
11Locked392810
12Locked383510
13Locked383550
14Locked383240
15Locked383050
16Locked392610
17Locked392570
18Locked392440
19Locked392190
20Locked392000
21Locked401980
22Locked401760
23Locked402110
24Locked402800
25Locked412140
26Locked412130
27Locked411560
28Locked411500
29Locked411650
30Locked412080
31Locked412070

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
41944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
41Locked415.3281250072517

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.35120QAM 321
14310000046.35120QAM 322
236600000465120QAM 323
33010000045.85120QAM 324
42360000045.55120QAM 325

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA00280
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61141.22KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA22074000000580

 

avi68
Up to speed

Network Log

Time

Priority

Description

29-04-2024 13:07:04

notice

US 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;

29-04-2024 13:02:01

notice

US 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;

29-04-2024 07:38:29

notice

US 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;

29-04-2024 07:33:26

notice

US 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;

29-04-2024 00:25:30

notice

US 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;

28-04-2024 23:21:41

notice

US 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;

28-04-2024 23:06:34

notice

US 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;

28-04-2024 23:01:31

notice

US 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;

28-04-2024 18:02:37

notice

US 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;

28-04-2024 16:58:44

notice

US 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;

28-04-2024 16:58:35

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=.;CMTS-MAC=.;CM-QOS=1.1;CM-VER=3.1;

28-04-2024 16:58:35

critical

16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=.;CMTS-MAC=.;CM-QOS=1.1;CM-VER=3.1;

28-04-2024 16:57:27

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=.;CMTS-MAC=.;CM-QOS=1.1;CM-VER=3.1;

27-04-2024 20:50:01

notice

US 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;

27-04-2024 20:44:58

notice

US 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;

27-04-2024 17:15:29

notice

US 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;

27-04-2024 17:10:26

notice

US 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;

27-04-2024 17:01:17

notice

US 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;

27-04-2024 16:56:14

notice

US 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;

27-04-2024 16:52:19

notice

US 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;

27-04-2024 16:47:16

notice

US 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;

27-04-2024 14:56:32

notice

US 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;

27-04-2024 14:51:29

notice

US 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;

27-04-2024 11:31:06

notice

US 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;

27-04-2024 11:18:28

notice

US 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;

27-04-2024 11:07:26

notice

US 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;

27-04-2024 11:02:23

notice

US 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;

27-04-2024 10:43:19

notice

US 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;

27-04-2024 10:38:16

notice

US 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;

27-04-2024 10:13:19

error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=.;CMTS-MAC=.;CM-QOS=1.1;CM-VER=3.1;

26-04-2024 21:34:12

notice

US 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;

26-04-2024 21:24:03

notice

US 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;

26-04-2024 04:44:02

notice

GUI Login Status - Login Success from LAN interface

 

avi68
Up to speed

BQM Blip on Sunday at 5pm:

avi68_0-1714400907132.png

 

All of the upstream power levels are half of what they should be. The BQM suggests some local congregation perhaps. I'd report it as a fault after checking for local faults on 0800 561 0061. 

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This is what seems to happen, the modulation fluctuates between 32 and 64QAM. When I check my neighbours hub 3, one of his upstream is on 32 and the rest are on 64. When the noise clears, my upstream goes back to normal and that one upstream channel on my neighbours hub goes back to normal too. Nothing being reported on that number. CS say they cant see any issues. Ive had multiple engineers attend in the past but everything to them is "normal". Its like an ongoing circle. 

roodles
Dialled in

I'm here as I was about to start my own thread on "16 consecutive T3 timeouts while trying to range on upstream channel", and it showed me this one.

This happened to me yesterday (Sunday) and I had quite poor stats to go with it:

BQM 

My Broadband Ping - Virgin media gig1

I also searched up ""16 consecutive T3 timeouts" but I didnt get much information. Glad Im not the only one having issues. The last bunch of timeouts happened on Sunday afternoon at 5pm. What time did yours occur? (I doubt we'd have them at the same time)

Hi @avi68,

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

I'm sorry to hear of your recent connection issues. I've just checked over things on our systems and I'm unable to detect any faults currently that would explain this. Are things any better for you today? If not, would you mind clarifying any troubleshooting that you've carried out so far?

Thanks,
 


Zach - Forum Team
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Hi Zach,

Its not about the connection being any better, most of the time the connection is fine. What I want to establish is why the hub drops off virgin's network and causes a small outage/blip whilst it tries to reconnect. Looking at the log the culprit is "16 Consecutive T3 Timeouts" which happens on the docsis 3.1 upstream channel. 

In terms of troubleshooting, connections are all tight, no ones moved the cables/router, the router has been reset a few times before and Ive just rebooted it yesterday. But like I said in my original OP, it can happen very randomly. The Hub 3's on my road do not suffer from these "blips" because they dont use docsis3.1 channels. 

Ive also started to notice the modulation starting to dip randomly on all my upstream channels, whilst this happens, my neighbours hub 3 does the same which again points to something with the cab/further down the line.