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Constant Disconnection

Tiaan
Tuning in

I get constant and, seemingly random, disconnections. The log either indicates T3 or T4 errors, for example:
- T3: No Ranging Response received - T3 time-out; (...)
- T4: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out; (...)

This usually results in me waiting anywhere from 10-30+ minutes for reconnecting. Sometimes I just unplug and replug everything (usually in that 30+ minute range).

From what I can see, this is likely more a problem with the connection to the main network, rather than issues with my equipment, which would make sense as the equipment is brand new.

I don't seem to have a way of contacting support other than through the forum, hence the post.

35 REPLIES 35

jbrennand
Very Insightful Person
Very Insightful Person
Post up all of the data - i.e.. 3 FULL sets of data – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts



--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Downstream and upstream as it stands.

 

Downstream bonded channels

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

12030000002.240256 qam9
22110000002.240256 qam10
3219000000240256 qam11
42270000002.240256 qam12
52350000001.740256 qam13
6243000000138256 qam14
72510000000.940256 qam15
8259000000140256 qam16
92670000001.240256 qam17
102750000001.540256 qam18
112830000001.940256 qam19
12291000000240256 qam20
132990000002.240256 qam21
14307000000240256 qam22
153150000002.540256 qam23
163230000002.740256 qam24
173310000002.940256 qam25
183390000002.740256 qam26
193470000002.740256 qam27
203550000002.740256 qam28
213630000002.540256 qam29
223710000002.540256 qam30
233790000002.540256 qam31
243870000002.540256 qam32



Downstream bonded channels

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

1Locked40.3170
2Locked40.350
3Locked40.360
4Locked40.340
5Locked40.350
6Locked40.360
7Locked40.300
8Locked40.900
9Locked40.340
10Locked40.350
11Locked40.350
12Locked40.350
13Locked40.340
14Locked40.340
15Locked40.960
16Locked40.900
17Locked40.350
18Locked40.350
19Locked40.950
20Locked40.350
21Locked40.340
22Locked40.360
23Locked40.350
24Locked40.900

 

Upstream bonded channels

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

16030000057512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

Logs:

The logs for today seems somewhat incomplete as I've logged in multiple times and had a disconnection issue as well. The weird timestamps was yesterday evening when I struggled for over an hour to reconnect.

 

Network Log

Time Priority Description

06/04/2022 19:01:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2022 11:33:9criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 21:21:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 21:06:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 19:37:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 19:13:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 19:10:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:39:2criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:38:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:37:34criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:36:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:34:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:33:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:32:56criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:31:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:31:25criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:30:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person

Errr.. is it really only one upstream channel with offscale power level ? Should be 4

Can you try this and see if the other 3 appear.

_______________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also that all 4 Up channels have appeared with power levels below 51 dBmV - if not call it in as a fault at 08.00


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks John. I'll do that on Friday as I'll be at home all day so can check the errors appearing more regularly. As for the upstream, I don't recall ever seeing more than one channel on that page. I do suspect it has to do with the connection going outside - the router coaxial doesn't connect to a wall box as such, but rather a cable from outside terminating at a loose hanging Tratec TRIS-1002AEN isolator box. I have no idea how the cabling outside works (I just moved into the flat and the line was already there).

 

Edit to add: what do you mean offscale power level?

jbrennand
Very Insightful Person
Very Insightful Person

Edit to add: what do you mean offscale power level?


51 dBmV is the recommended maximum level for all 4 channels - your one channel is at 57dBmV.  I am surprised you have any connection at all.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Okay, I've had lots of fun #sarcasm

I started on Thursday. Stats immediately after leaving unplugged for more than 5 minutes and unplug/replug all cables.

Downstream bonded channels  
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12.03E+082.440256 qam9
21.39E+082.240256 qam1
31.47E+08240256 qam2
41.55E+082.440256 qam3
51.63E+082.240256 qam4
61.71E+082.540256 qam5
71.79E+082.540256 qam6
81.87E+082.540256 qam7
91.95E+082.740256 qam8
102.11E+082.240256 qam10
112.19E+08240256 qam11
122.27E+082.240256 qam12
132.35E+081.740256 qam13
142.43E+081.240256 qam14
152.51E+08140256 qam15
162.59E+08140256 qam16
172.67E+081.440256 qam17
182.75E+081.540256 qam18
192.83E+081.940256 qam19
202.91E+082.240256 qam20
212.99E+082.240256 qam21
223.07E+08240256 qam22
233.15E+082.740256 qam23
243.23E+082.740256 qam24
      
      
Downstream bonded channels  
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.300 
2Locked40.300 
3Locked40.350 
4Locked40.300 
5Locked40.300 
6Locked40.300 
7Locked40.3180 
8Locked40.900 
9Locked40.900 
10Locked40.390 
11Locked40.370 
12Locked40.900 
13Locked40.360 
14Locked40.900 
15Locked40.300 
16Locked40.900 
17Locked40.900 
18Locked40.370 
19Locked40.300 
20Locked40.350 
21Locked40.900 
22Locked40.350 
23Locked40.900 
24Locked40.350 
      
      
Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
16030000057512064 qam1
      
      
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000

After 30 minutes:

Downstream bonded channels  
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12.03E+082.540256 qam9
21.39E+082.440256 qam1
31.47E+082.440256 qam2
41.55E+082.540256 qam3
51.63E+082.540256 qam4
61.71E+082.740256 qam5
71.79E+082.540256 qam6
81.87E+082.740256 qam7
91.95E+082.740256 qam8
102.11E+082.240256 qam10
112.19E+08240256 qam11
122.27E+082.240256 qam12
132.35E+081.740256 qam13
142.43E+081.238256 qam14
152.51E+080.940256 qam15
162.59E+08140256 qam16
172.67E+081.440256 qam17
182.75E+081.540256 qam18
192.83E+081.940256 qam19
202.91E+082.240256 qam20
212.99E+082.240256 qam21
223.07E+08240256 qam22
233.15E+082.540256 qam23
243.23E+082.740256 qam24
      
      
Downstream bonded channels  
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.3170 
2Locked40.380 
3Locked40.360 
4Locked40.300 
5Locked40.3150 
6Locked40.3180 
7Locked40.3186940 
8Locked40.350 
9Locked40.990 
10Locked40.370 
11Locked40.370 
12Locked40.360 
13Locked40.360 
14Locked38.960 
15Locked40.360 
16Locked40.3120 
17Locked40.3130 
18Locked40.350 
19Locked40.950 
20Locked40.300 
21Locked40.350 
22Locked40.350 
23Locked40.350 
24Locked40.360 
      
Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
16030009257512064 qam1
      
      
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000

The next morning:

Downstream bonded channels  
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12.03E+08340256 qam9
21.39E+083.540256 qam1
31.47E+083.440256 qam2
41.55E+083.540256 qam3
51.63E+083.240256 qam4
61.71E+083.540256 qam5
71.79E+083.240256 qam6
81.87E+083.440256 qam7
91.95E+083.440256 qam8
102.11E+082.740256 qam10
112.19E+082.540256 qam11
122.27E+082.740256 qam12
132.35E+082.440256 qam13
142.43E+08240256 qam14
152.51E+081.540256 qam15
162.59E+081.540256 qam16
172.67E+081.740256 qam17
182.75E+081.940256 qam18
192.83E+082.240256 qam19
202.91E+082.540256 qam20
212.99E+082.540256 qam21
223.07E+082.540256 qam22
233.15E+08340256 qam23
243.23E+08340256 qam24
      
      
Downstream bonded channels  
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.3135963259 
2Locked40.3142434086 
3Locked40.3144644329 
4Locked40.3142834116 
5Locked40.3168905605 
6Locked40.310502115453 
7Locked40.31582177497990 
8Locked40.3455939364179 
9Locked40.3182595859 
10Locked40.3118792274 
11Locked40.9115651906 
12Locked40.9108751420 
13Locked40.3127381413 
14Locked40.3156021489 
15Locked40.9115291407 
16Locked40.9108191136 
17Locked40.310399896 
18Locked40.39566579 
19Locked40.310513609 
20Locked40.9175252512 
21Locked40.3252407761 
22Locked40.3194026871 
23Locked40.3163791920 
24Locked40.38573193 
      
Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
16030009255.5512064 qam1
      
      
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000