Broadband dropout and t3 timeouts

[Stephenkane85]

Hi,

I have had fibre for about 6 months now and once a week we would get disconnection of the broadband, then after a few mins it would come back on again but this seems to be coming a lot more frequent lately and it seems from the status report I have quite a few t3 time outs. Does anyone know what would cause these and how I can overcome this problem? 

many thanks 

[Tudor]

Please post you up/downstream stats and network log.

[Stephenkane85]

Downstream bonded channels

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

1	203000000	7.3	40	256 qam	9
2	139000000	8	40	256 qam	1
3	147000000	7.8	40	256 qam	2
4	155000000	7.5	40	256 qam	3
5	163000000	7.4	40	256 qam	4
6	171000000	7.5	40	256 qam	5
7	179000000	7.5	38	256 qam	6
8	187000000	7.5	38	256 qam	7
9	195000000	7.3	40	256 qam	8
10	211000000	7	40	256 qam	10
11	219000000	7.1	40	256 qam	11
12	227000000	7	40	256 qam	12
13	235000000	7	40	256 qam	13
14	243000000	6.9	40	256 qam	14
15	251000000	6.8	40	256 qam	15
16	259000000	6.6	40	256 qam	16
17	267000000	6.6	40	256 qam	17
18	275000000	6.4	40	256 qam	18
19	283000000	6.5	40	256 qam	19
20	291000000	6.4	40	256 qam	20
21	299000000	6.8	38	256 qam	21
22	307000000	6.3	40	256 qam	22
23	315000000	6.3	40	256 qam	23
24	323000000	6.3	40	256 qam	24

[Stephenkane85]

Downstream bonded channels

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

1	Locked	40.3	72	0
2	Locked	40.3	97	0
3	Locked	40.9	230	0
4	Locked	40.9	45	0
5	Locked	40.9	59	0
6	Locked	40.3	35	0
7	Locked	38.9	46	0
8	Locked	38.9	110	0
9	Locked	40.3	55	0
10	Locked	40.3	51	0
11	Locked	40.3	39	0
12	Locked	40.3	73	0
13	Locked	40.9	132	0
14	Locked	40.3	140	0
15	Locked	40.3	80	0
16	Locked	40.3	231	0
17	Locked	40.9	40	0
18	Locked	40.9	78	0
19	Locked	40.9	242	0
20	Locked	40.3	806	0
21	Locked	38.9	1111	0
22	Locked	40.9	684	0
23	Locked	40.3	138	0
24	Locked	40.3	112	0

[Stephenkane85]

Upstream bonded channels

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

1	53700178	29.8	5120	64 qam	7
2	39399967	30	5120	64 qam	9
3	46199968	29.8	5120	64 qam	8
4	60300024	29.8	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	29	0
2	ATDMA	0	0	47	0
3	ATDMA	0	0	40	0
4	ATDMA	0	0	36	0

[Stephenkane85]

Network Log

Time Priority Description

03/07/2021 11:24:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 11:13:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 11:05:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 10:32:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 10:24:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 10:24:45	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 14:30:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 12:03:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 10:34:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 08:44:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 00:30:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 23:53:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 23:52:49	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 07:13:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 00:03:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 12:25:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 12:03:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 11:15:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 11:13:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 23:55:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Your up power levels are all too low 0- below the recommended minimum level So they are struggling - hence the T3 timeouts

Will need a tech visit to adjust them - calling in will be quickest - VM can take a day or two to get here

[Stephenkane85]

Ok no problem I will give them a call. 

what would be causing the power issue, anything simple? 

[Tom_F]

Hi Stephenkane85, thanks for getting in touch.

Sorry to hear about the connection issues you've experienced. Adjusting the power-levels is usually an easy fix for an engineer. 

I can't see that action has been taken for this so far - so I'll get in touch via PM to assist further.

Tom 

[Tom_F]

Thanks for getting back to me @Stephenkane85. I've scheduled the visit and confirmed the details via PM - if you need to reschedule you can do via your online account (virg.in/myVM) 

Please let us know how you get on, or if we can help with anything else.

Tom