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StewartWhite
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Continued T3 Timeouts and Loss of Connection

How do I get somebody from Virgin to come out and sort out continual T3 errors and loss of Internet connectivity several times a day that's been getting worse since January 9th but that Virgin Support cannot/will not help with?

Here's a representative examplefrom the network log. Every time it happens we lose Internet connectivity for between 10 and 15 minutes

06/02/2021 08:12:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Andruser
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Re: Continued T3 Timeouts and Loss of Connection

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

Next, setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.

Appreciate you'll be thinking "that's a right faff, why should I?" but if you'll do this we may be able to identify a cause and a fix, or an alternative course of action for you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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StewartWhite
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Re: Continued T3 Timeouts and Loss of Connection

Thanks for the info. Here are the logs you were talking about:

Downstream bonded channels

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

12590000000.538256 qam16
22510000000.538256 qam15
3267000000138256 qam17
42750000000.738256 qam18
5283000000138256 qam19
62910000001.538256 qam20
72990000001.538256 qam21
83070000001.938256 qam22
9315000000238256 qam23
103230000001.438256 qam24
11331000000238256 qam25
12371000000138256 qam26
133790000001.438256 qam27
143870000001.238256 qam28
153950000000.738256 qam29
16403000000138256 qam30
174110000001.238256 qam31
184190000000.738256 qam32
194270000000.740256 qam33
204350000000.740256 qam34
214430000000.440256 qam35
224510000000.738256 qam36
234590000001.240256 qam37
244670000000.540256 qam38



Downstream bonded channels

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

1Locked38.910
2Locked38.600
3Locked38.990
4Locked38.950
5Locked38.660
6Locked38.950
7Locked38.940
8Locked38.650
9Locked38.670
10Locked38.910
11Locked38.900
12Locked38.630
13Locked38.950
14Locked38.960
15Locked38.940
16Locked38.640
17Locked38.930
18Locked38.600
19Locked40.340
20Locked40.9180
21Locked40.3180
22Locked38.950
23Locked40.320
24Locked40.300

 

Upstream bonded channels

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

13940000043.8512064 qam4
24620000044.5512064 qam3
32580002142.8512016 qam6
43260000043.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0000
4ATDMA00160

 

 

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StewartWhite
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Re: Continued T3 Timeouts and Loss of Connection

Here's the BQM link you mentioned as well - 2 x outages since started monitoring earlier today as you can see:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a65c5b33867facbab56b1d841be1418fe9...

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