on 29-04-2024 15:25
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
on 29-04-2024 15:27
Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.0 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 5 |
DOCSIS 3.1 channels | 1 | 1 |
3.0 Downstream channels
1 | 331000000 | 6.9 | 41 | QAM 256 | 25 |
2 | 139000000 | 8.2 | 40 | QAM 256 | 1 |
3 | 147000000 | 8.2 | 40 | QAM 256 | 2 |
4 | 155000000 | 8.1 | 40 | QAM 256 | 3 |
5 | 163000000 | 8 | 39 | QAM 256 | 4 |
6 | 171000000 | 7.8 | 39 | QAM 256 | 5 |
7 | 179000000 | 7.7 | 39 | QAM 256 | 6 |
8 | 187000000 | 7.5 | 39 | QAM 256 | 7 |
9 | 195000000 | 7.4 | 39 | QAM 256 | 8 |
10 | 203000000 | 7.3 | 39 | QAM 256 | 9 |
11 | 211000000 | 7.5 | 39 | QAM 256 | 10 |
12 | 219000000 | 7.6 | 38 | QAM 256 | 11 |
13 | 227000000 | 7.5 | 38 | QAM 256 | 12 |
14 | 235000000 | 7.4 | 38 | QAM 256 | 13 |
15 | 243000000 | 7 | 38 | QAM 256 | 14 |
16 | 251000000 | 6.9 | 39 | QAM 256 | 15 |
17 | 259000000 | 6.6 | 39 | QAM 256 | 16 |
18 | 267000000 | 6.7 | 39 | QAM 256 | 17 |
19 | 275000000 | 6.4 | 39 | QAM 256 | 18 |
20 | 283000000 | 6.5 | 39 | QAM 256 | 19 |
21 | 291000000 | 6.4 | 40 | QAM 256 | 20 |
22 | 299000000 | 6.7 | 40 | QAM 256 | 21 |
23 | 307000000 | 6.8 | 40 | QAM 256 | 22 |
24 | 315000000 | 7 | 40 | QAM 256 | 23 |
25 | 323000000 | 6.9 | 41 | QAM 256 | 24 |
26 | 339000000 | 6.8 | 41 | QAM 256 | 26 |
27 | 347000000 | 6.6 | 41 | QAM 256 | 27 |
28 | 355000000 | 6.2 | 41 | QAM 256 | 28 |
29 | 363000000 | 6.1 | 41 | QAM 256 | 29 |
30 | 371000000 | 6.5 | 41 | QAM 256 | 30 |
31 | 379000000 | 6.6 | 41 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 41 | 188 | 0 |
2 | Locked | 40 | 341 | 0 |
3 | Locked | 40 | 221 | 0 |
4 | Locked | 40 | 196 | 0 |
5 | Locked | 39 | 244 | 0 |
6 | Locked | 39 | 221 | 0 |
7 | Locked | 39 | 207 | 0 |
8 | Locked | 39 | 210 | 0 |
9 | Locked | 39 | 230 | 0 |
10 | Locked | 39 | 229 | 0 |
11 | Locked | 39 | 281 | 0 |
12 | Locked | 38 | 351 | 0 |
13 | Locked | 38 | 355 | 0 |
14 | Locked | 38 | 324 | 0 |
15 | Locked | 38 | 305 | 0 |
16 | Locked | 39 | 261 | 0 |
17 | Locked | 39 | 257 | 0 |
18 | Locked | 39 | 244 | 0 |
19 | Locked | 39 | 219 | 0 |
20 | Locked | 39 | 200 | 0 |
21 | Locked | 40 | 198 | 0 |
22 | Locked | 40 | 176 | 0 |
23 | Locked | 40 | 211 | 0 |
24 | Locked | 40 | 280 | 0 |
25 | Locked | 41 | 214 | 0 |
26 | Locked | 41 | 213 | 0 |
27 | Locked | 41 | 156 | 0 |
28 | Locked | 41 | 150 | 0 |
29 | Locked | 41 | 165 | 0 |
30 | Locked | 41 | 208 | 0 |
31 | Locked | 41 | 207 | 0 |
3.1 Downstream channels
41 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
41 | Locked | 41 | 5.3 | 2812500725 | 17 |
3.0 Upstream channels
0 | 49600000 | 46.3 | 5120 | QAM 32 | 1 |
1 | 43100000 | 46.3 | 5120 | QAM 32 | 2 |
2 | 36600000 | 46 | 5120 | QAM 32 | 3 |
3 | 30100000 | 45.8 | 5120 | QAM 32 | 4 |
4 | 23600000 | 45.5 | 5120 | QAM 32 | 5 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 28 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
3.1 Upstream channels
6 | 11 | 41.2 | 2K | QAM 256 |
3.1 Upstream channels
6 | OFDMA | 220 | 74000000 | 58 | 0 |
on 29-04-2024 15:27
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 |
on 29-04-2024 15:28
BQM Blip on Sunday at 5pm:
on 29-04-2024 15:53
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.
on 29-04-2024 16:07
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.
29-04-2024 22:06 - edited 29-04-2024 22:07
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:
on 30-04-2024 10:49
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)
on 03-05-2024 13:48
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,
on 03-05-2024 15:24
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.