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Constant T3 Timeouts

Ctenn
Joining in

Hi 

We are having constant issues with internet for months now and quite frankly the phone support are useless.

Several times a day the internet will often just stop working like someone hit a "pause button".

This is after a fresh reset of the Hub 4 - Before this it had 22 T3 timeouts showing.

I have seen at least one of the upstream channels go to 32QAM several times.

3.0 Downstream channels

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

253307500002.29999940.366287QAM25625
11387500005.90000243.376591QAM2561
21467500005.90000240.946209QAM2562
31547500005.30000340.946209QAM2563
41627500005.09999843.376591QAM2564
51707500005.19999743.376591QAM2565
61787500005.00000040.946209QAM2566
71867500004.59999840.946209QAM2567
81947500004.69999740.946209QAM2568
92027500004.59999843.376591QAM2569
102107500004.40000240.946209QAM25610
112187500004.40000240.946209QAM25611
122267500004.00000040.366287QAM25612
132347500003.90000240.946209QAM25613
142427500003.70000140.946209QAM25614
152507500003.40000240.946209QAM25615
162587500003.70000140.946209QAM25616
172667500003.40000240.366287QAM25617
182747500003.40000240.946209QAM25618
192827500003.40000240.946209QAM25619
202907500003.00000040.946209QAM25620
212987500003.59999840.366287QAM25621
223067500003.29999940.946209QAM25622
233147500002.70000140.366287QAM25623
243227500002.70000140.366287QAM25624
263387500001.90000240.366287QAM25626
273467500002.29999940.946209QAM25627
283547500002.09999840.366287QAM25628
293627500001.59999840.366287QAM25629
303707500001.50000040.366287QAM25630
313787500001.09999840.366287QAM25631

3.0 Downstream channels

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

25Locked40.36628700
1Locked43.37659100
2Locked40.94620900
3Locked40.94620900
4Locked43.37659100
5Locked43.37659100
6Locked40.94620900
7Locked40.94620900
8Locked40.94620900
9Locked43.37659100
10Locked40.94620900
11Locked40.94620900
12Locked40.36628700
13Locked40.94620900
14Locked40.94620900
15Locked40.94620900
16Locked40.94620900
17Locked40.36628700
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.36628700
22Locked40.94620900
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1800QAM4096424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked421.636852810

 

 
12 REPLIES 12

Ctenn
Joining in

3.0 Upstream channels

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

13010000046.0205995120 KSym/sec64QAM4
22360000046.0205995120 KSym/sec64QAM5
33660000046.5205995120 KSym/sec64QAM3
44310000047.0205995120 KSym/sec64QAM2
54960000047.0205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.041.02KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

Network Log

Time Priority Description

Mon Sep
11
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 2; Chan ID: 9; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
6CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep
11
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Sep
10
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Sep
10
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Ctenn
Joining in

Update from this morning 
1.6Billion errors on DS

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked421.8164672719514521

3.1 Upstream channels

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

6OFDMA20053.930

You must forget about the corrected codewords. The number is meaningless in troubleshooting DOCSIS 3.1 (it is always very high).

What is causing the uncorrectable codewords... Some event codes usually appear in pairs... 20/22 (NCP profile is bad/good again) and 21/23 (PLC profile is bad/good again). These two profiles are vital to the operation of the OFDM channel. If these events appear frequently without touching the cables, it is a sign of *something* that shouldn't be happening is happening.

Ctenn
Joining in

Do VM employees not even look on here, reason why was getting nowhere over the phone.

Now upto 20 T3 on the upstream 

 

3.1 Upstream channels

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

6OFDMA20053.9200

Hey Ctenn,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have done some checks on your connection and equipment and I cannot see any issues with your connection, equipment or even in the local area.

How are things looking at the moment or since you last posted, has anything changed for the better or I hope not for the worse?

Kind Regards,

Steven_L

Ctenn
Joining in

Wasn't bad yesterday but today its worse.

Hi @Ctenn 👋.

Thanks for reaching out to us. Apologies in the delay in responding, are you still having issues with your service? I shall drop you a private message.

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

 

Thanks.

 

Sabrina

Ctenn
Joining in

I have replied  
Still getting issues 

3.0 Downstream channels

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

25330750000-10.40000237.636276QAM25625
1138750000-11.40000235.595078QAM2561
2146750000-11.20000136.609653QAM2562
3154750000-11.59999836.609653QAM2563
4162750000-11.40000236.386890QAM2564
5170750000-11.00000036.609653QAM2565
6178750000-10.79999937.355988QAM2566
7186750000-10.90000237.092701QAM2567
8194750000-10.59999837.355988QAM2568
9202750000-10.59999837.355988QAM2569
10210750000-10.59999837.636276QAM25610
11218750000-10.40000236.174995QAM25611
12226750000-10.50000036.386890QAM25612
13234750000-10.50000037.355988QAM25613
14242750000-10.50000037.355988QAM25614
15250750000-10.50000036.609653QAM25615
16258750000-10.20000136.609653QAM25616
17266750000-10.40000236.386890QAM25617
18274750000-10.29999936.386890QAM25618
19282750000-10.20000136.609653QAM25619
20290750000-10.29999936.609653QAM25620
21298750000-9.59999836.609653QAM25621
22306750000-9.59999837.355988QAM25622
23314750000-10.20000137.355988QAM25623
24322750000-10.09999837.636276QAM25624
26338750000-10.70000137.355988QAM25626
27346750000-10.20000137.355988QAM25627
28354750000-10.29999937.355988QAM25628
29362750000-10.79999936.844463QAM25629
30370750000-10.79999936.609653QAM25630
31378750000-11.09999836.609653QAM25631



3.0 Downstream channels

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

25Locked37.63627600
1Locked35.59507800
2Locked36.60965300
3Locked36.60965300
4Locked36.38689000
5Locked36.60965300
6Locked37.35598800
7Locked37.09270100
8Locked37.35598800
9Locked37.35598800
10Locked37.63627600
11Locked36.17499500
12Locked36.38689000
13Locked37.35598800
14Locked37.35598800
15Locked36.60965300
16Locked36.60965300
17Locked36.38689000
18Locked36.38689000
19Locked36.60965300
20Locked36.60965300
21Locked36.60965300
22Locked37.35598800
23Locked37.35598800
24Locked37.63627600
26Locked37.35598800
27Locked37.35598800
28Locked37.35598800
29Locked36.84446300
30Locked36.60965300
31Locked36.60965300



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1800QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked39-9.76471910