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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
 
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24 REPLIES 24

legacy1
Alessandro Volta
In response to jpeg1

on ‎27-01-2024 13:51

@jpeg1 wrote:

Occasional spikes like that are common.

Its only normal if you caused it as its not normal if it happens and to the gateway show fine      

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

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qwertyui
Joining in
In response to Kath_P

on ‎30-01-2024 17:44

Can you please send engineer Mike again? So he can finally check that street cabinet and he was going to replace the cabling going to my property

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Tom_W1
Forum Team
Forum Team
In response to qwertyui

on ‎01-02-2024 18:25

Hi @qwertyui thanks for your reply and sorry that this is still ongoing for you.

I can definitely look into this for you, so please expect a PM from me to arrive shortly and respond directly when you can!
Many thanks

Tom_W
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qwertyui
Joining in
In response to Tom_W1

on ‎22-02-2024 21:43

Repull was booked on 9 February but so far silence

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Alex_RM
Forum Team
Forum Team
In response to qwertyui

on ‎26-02-2024 18:34

Hi qwertyui,

Sorry to hear you've not had any updates since the 9th. 

So I can take a closer look at this for you, I've popped you over a private message to get a few more details from you.

Alex_Rm

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qwertyui
Joining in

‎11-04-2024 01:51 - edited ‎11-04-2024 02:01

Today I had my repull done, new cable from the street has been installed but unfortunately it didn't help. Still dropouts. Unbelievable. Most likely it's an area issue

 

11-04-2024 00:54:20noticeUS 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;
11-04-2024 00:49:17noticeUS 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;
10-04-2024 23:52:12criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:52:12critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:51:11criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:51:10criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:51:10noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
10-04-2024 23:51:10warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:51:04criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:51:03noticeCM-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;
10-04-2024 23:51:03noticeCM-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;
10-04-2024 23:50:41criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:50:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:50:34noticeCM-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;
10-04-2024 23:50:33noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
10-04-2024 23:50:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:50:10warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:50:08warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:50:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:50:06criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:49:03noticeUS 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;
10-04-2024 23:44:00noticeUS 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;
10-04-2024 23:41:18criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:41:18critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:40:10criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:39:49noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 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;
10-04-2024 23:39:48warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-04-2024 23:39:43noticeCM-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;
10-04-2024 23:39:43noticeCM-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;
10-04-2024 23:39:43noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
10-04-2024 23:39:43noticeCM-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;
10-04-2024 23:39:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

bqm.png

___________________________________________________________________________________________
___________________________________________________________________________________________

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000049.35120QAM 641
14310000048.85120QAM 642
23660000048.85120QAM 643
33010000048.55120QAM 644
423600000485120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA02100
1ATDMA02200
2ATDMA0260
3ATDMA0270
4ATDMA0290

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61145.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA22074000000250
___________________________________________________________________________________________
___________________________________________________________________________________________
 
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000001.541QAM 25625
21390000001.740QAM 2561
31470000001.740QAM 2562
41550000001.440QAM 2563
51630000001.440QAM 2564
61710000001.140QAM 2565
71790000000.940QAM 2566
81870000000.540QAM 2567
91950000000.640QAM 2568
102030000000.440QAM 2569
112110000000.140QAM 25610
122190000000.240QAM 25611
132270000000.540QAM 25612
142350000000.340QAM 25613
152430000000.540QAM 25614
162510000000.540QAM 25615
172590000000.440QAM 25616
182670000000.141QAM 25617
192750000000.341QAM 25618
202830000000.741QAM 25619
212910000000.941QAM 25620
222990000001.241QAM 25621
233070000001.441QAM 25622
243150000001.441QAM 25623
253230000001.642QAM 25624
263390000001.641QAM 25626
273470000001.741QAM 25627
283550000001.642QAM 25628
293630000001.542QAM 25629
303710000001.241QAM 25630
313790000000.741QAM 25631
 
3.0 Downstream channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41130
2Locked403451
3Locked403442
4Locked403367
5Locked403460
6Locked403361
7Locked404343
8Locked404559
9Locked402951
10Locked402950
11Locked403265
12Locked403443
13Locked402743
14Locked402639
15Locked402936
16Locked403138
17Locked402838
18Locked412031
19Locked412334
20Locked412139
21Locked412247
22Locked412531
23Locked411723
24Locked411526
25Locked422323
26Locked411630
27Locked411730
28Locked422029
29Locked422225
30Locked411548
31Locked411732

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)
41Locked40-6.23201914253
___________________________________________________________________________________________
___________________________________________________________________________________________
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Ayisha_B
Forum Team
Forum Team
In response to qwertyui

on ‎14-04-2024 14:40

Hi @qwertyui 

I am sorry you are still having issues?

Have you tried rebooting the hub since the work was carried out to see if this helps?

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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qwertyui
Joining in
In response to Ayisha_B

on ‎14-04-2024 22:01

Yes. Can network team double check for any issues in the area? Maybe someone introducing noise in the line or something

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Akua_A
Forum Team
Forum Team
In response to qwertyui

on ‎17-04-2024 15:25

Sorry to hear the issue is ongoing @qwertyui 

We are unable to see any local issues that may be affecting your service. In this case, to best look into this, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon
Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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qwertyui
Joining in
In response to Akua_A

on ‎21-06-2024 12:26

Can you contact local Network Team to look into this because every engineer don't know what to do although they admit and see that there is a problem with disconnections but they don't know what to do.

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