Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Dropouts, T3 timeouts, dropped packets. Escalation needed asap

qwertyui
Joining in

on ‎06-01-2024 00:45

Forum Team please escalate it to Network Team or something because I had 5 engineers already and they were just changing coax cable, wall box, hub and all the nonsense. I need someone who look outside of the property like in the street cabinet and finally fix that

So please do not mention here things like "WiFi", "check connections are finger tight", "reset hub" etc. etc.

And most likely this is an area problem because I used to live on a different street which is about 0.5 mile from my current house and that house was also affected by the same issue and this has been going on for years

 

04-01-2024 16:34:04critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:29:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:29:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-Q
04-01-2024 16:29:23noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 41; 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;
04-01-2024 16:29:15noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 41; 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;
04-01-2024 16:29:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:29:15noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:29:01noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;C
04-01-2024 16:28:53warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:28:26criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:28:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:28:22criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:28:21criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:27:58warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:27:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:27:51criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:27:50warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-01-2024 16:27:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

1.png  logs and BQM graph are in sync when dropout happens like here 4:27pm when this started and this occurs randomly every few days which is unacceptable for someone who needs a constant stable connection

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000385120QAM 641
14310000037.55120QAM 642
23660000037.35120QAM 643
330100000375120QAM 644
42360000036.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA02130
1ATDMA02130
2ATDMA02180
3ATDMA02130
4ATDMA02310

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61133.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA22074000000280
 
0 Kudos
24 REPLIES 24

qwertyui
Joining in

on ‎06-01-2024 00:46

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
133100000011.141QAM 25625
22110000009.840QAM 25610
32190000009.340QAM 25611
42270000009.240QAM 25612
52350000008.840QAM 25613
62430000008.940QAM 25614
72510000008.640QAM 25615
82590000009.140QAM 25616
92670000009.540QAM 25617
102750000001041QAM 25618
1128300000010.341QAM 25619
1229100000010.841QAM 25620
1329900000010.841QAM 25621
1430700000011.141QAM 25622
1531500000011.141QAM 25623
1632300000011.241QAM 25624
1733900000011.341QAM 25626
1834700000011.241QAM 25627
1935500000010.941QAM 25628
203630000001141QAM 25629
2137100000010.541QAM 25630
2237900000010.341QAM 25631
233870000001041QAM 25632
2439500000010.341QAM 25633
254030000009.941QAM 25634
2641100000010.341QAM 25635
274190000009.941QAM 25636
2842700000010.541QAM 25637
2943500000010.641QAM 25638
3044300000010.842QAM 25639
3145100000010.641QAM 25640

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41270
2Locked40310
3Locked40240
4Locked40250
5Locked40230
6Locked40270
7Locked40320
8Locked40350
9Locked40200
10Locked41240
11Locked41260
12Locked41120
13Locked4170
14Locked41140
15Locked41170
16Locked41130
17Locked41220
18Locked41210
19Locked41190
20Locked41110
21Locked41110
22Locked41120
23Locked41220
24Locked41130
25Locked41250
26Locked41130
27Locked41190
28Locked41160
29Locked41120
30Locked42100
31Locked41210

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
41944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
41Locked402.43261734652237
 
0 Kudos

Sabrina_B
Forum Team
Forum Team
In response to qwertyui

on ‎08-01-2024 12:03

Hi @qwertyui 👋.

Thanks for reaching out to us. Apologies for the delay in responding, can I ask are you still facing issues. I shall drop you a private message you can respond to. 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

0 Kudos

qwertyui
Joining in
In response to Sabrina_B

‎08-01-2024 21:15 - edited ‎08-01-2024 21:16

It won't fix itself, this has been going on for years. I replied to your private message

0 Kudos

qwertyui
Joining in
In response to Sabrina_B

on ‎20-01-2024 23:50

Engineer on Saturday said he didn't have access to the street cabinet and will come in on Tuesday but unfortunately he didn't show up and before he left he fitted attenuator just to get levels in green on his device which obviously didn't help and I'm still experiencing dropouts.
Please book someone who can finally access the street cabinet and check cabling to the property

 

20-01-2024 21:21:26noticeUS 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;
20-01-2024 20:17:38noticeUS 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;
20-01-2024 12:51:31noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2024 12:51:09noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 41; 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;
20-01-2024 12:51:08noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 3 4 5 6 7 8 9 10 11 12 13 14 15 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1
20-01-2024 12:51:08noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 41; 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;
20-01-2024 12:51:08noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 3 4 5 6 7 8 9 10 11 12 13 14 15 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;
20-01-2024 12:50:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2024 12:50:09warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2024 12:50:06warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2024 12:50:06criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2024 12:50:02criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12:50pm today disconnection started again 1.png

0 Kudos

Kath_F
Forum Team
Forum Team
In response to qwertyui

on ‎23-01-2024 11:45

Hi qwertyui, 

Thanks for coming back and updating us on how the visit went. Checking things this end, the street cabinet itself was accessed and checked. It looks as though the engineer was wanting to check things a little further which required accessing a pit however the reason they were unable to check this was due to a car being parked over it. This is obviously something we can't control and can only apologise about this inconvenience. 

I can see that the disconnections on the hub have been very minimal over the last week with only 4 being recorded and running some checks on the speed at this end, the hub is getting the correct speed. 

Have you noticed much change since you last posted? 

Pop back and let us know. 

Thanks, 

Kath_F ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
0 Kudos

qwertyui
Joining in
In response to Kath_F

‎24-01-2024 08:13 - edited ‎24-01-2024 08:22

I just got disconnected again. Please send someone there again asap. excuse that car is blocking is ridiculous. T3 timeouts, dropped packets and other errors indicating some upstream noise. You can't imagine how frustrated and upset I am

 

24-01-2024 07:59:04criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:59:04critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:58:12noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:58:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:58:11warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:58:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:58:06criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:50noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 3 4 5 6 7 8 9 10 11 12 13 14 15 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;
24-01-2024 07:57:50noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 41; 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;
24-01-2024 07:57:50noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 3 4 5 6 7 8 9 10 11 12 13 14 15 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1
24-01-2024 07:57:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:50noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 41; 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;
24-01-2024 07:57:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:27criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:09warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2024 07:57:06criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

2.png

0 Kudos

Alex_RM
Forum Team
Forum Team
In response to qwertyui

on ‎26-01-2024 13:30

Hi qwertyui,

Thanks for posting and sorry to hear you've been having some connection issues.

Do you have channel optimisation switched on the hub? This will advise how- 

To switch on Channel Optimisation

  1. on a browser, go to 192.168.0.1 to access the Hub's settings page*
  2. login with the Settings Password
  3. once logged in, go to Advanced Settings > Wireless > Wireless Signal
  4. tick Enable Channel Optimisation
  5. click Apply changes

Alex_Rm

0 Kudos

qwertyui
Joining in
In response to Alex_RM

on ‎27-01-2024 00:56

Are you serious?!?

0 Kudos

jpeg1
Alessandro Volta

‎27-01-2024 11:55 - edited ‎27-01-2024 11:57

Occasional spikes like that are common. If you want a guarantee of no dropouts you'll need to change to a different supplier and pay a lot more.

It's no good posting tiny clips from your BQM to exaggerate the problem. Post a link to the live BQM so we can all see what you are really getting. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.
0 Kudos
Top