on 27-03-2024 14:09
I have been getting this issue on and off for the past 6 months. The modem is reporting lots of T3 timeouts causing the internet to drop for a few minutes. This seems to be happening at random times, and is getting more frequent
I have the Hub5 setup in modem mode. This is the second one as VM replaced the first as a precaution. I have setup a ping sensor in homeassistant to help be log when these occur:
27 March 2024
7:00:59 am
7:58:58 am
13:17:03 am
26 March 2024
11:16:09 am
22 March 2024
2:17:24 am
19 March 2024
10:21:47 pm
1:07:33 pm
I have had an engineer out who tested everything and couldn't find the issue. Replaced the modem and filter, but i am still getting the issues. I have been in touch with VM support via watsapp which seem to be clueless and refuse to send out an engineer. Twice now i have been told that they will monitor, but not hear back from them
The worst response i got was today:
Thank you so much for sharing all the information. The hubs that are offered to our customers are the regular one's which are suitable for residential usage purpose only, these lags or issue with the internet connection are possible sometimes and we suggest our customers to reboot or reset the hub the hub at those times.
They seem to imply this is fine for residential and tried to sell me on a support package. I have rebooted and reset the hub multiple times, which sort of solves the issue, but not for long. Mostly it happens in the middle of the night, but has become more frequent and now during the day, which isnt ideal as both me and the wife work from home
All I want is a stable internet connection, is that so hard to ask for? I am in Saltash, Area Ref :18
27-03-2024 13:20:31 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:20:31 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:20:07 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:19:57 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:19:57 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:19:57 critical 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:19:46 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:19:46 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:18:59 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:18:58 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:18:58 critical 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 13:18:55 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
The modems Status:
Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.0 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 5 |
DOCSIS 3.1 channels | 1 | 1 |
3.0 Downstream channels
1 | 539000000 | 8.4 | 40 | QAM 256 | 17 |
2 | 411000000 | 7.9 | 41 | QAM 256 | 1 |
3 | 419000000 | 7.8 | 40 | QAM 256 | 2 |
4 | 427000000 | 7.8 | 40 | QAM 256 | 3 |
5 | 435000000 | 7.8 | 40 | QAM 256 | 4 |
6 | 443000000 | 7.7 | 40 | QAM 256 | 5 |
7 | 451000000 | 7.7 | 40 | QAM 256 | 6 |
8 | 459000000 | 7.8 | 40 | QAM 256 | 7 |
9 | 467000000 | 8 | 40 | QAM 256 | 8 |
10 | 475000000 | 8.3 | 40 | QAM 256 | 9 |
11 | 483000000 | 8.3 | 41 | QAM 256 | 10 |
12 | 491000000 | 8.3 | 40 | QAM 256 | 11 |
13 | 499000000 | 8.3 | 40 | QAM 256 | 12 |
14 | 507000000 | 8.4 | 40 | QAM 256 | 13 |
15 | 515000000 | 8.5 | 40 | QAM 256 | 14 |
16 | 523000000 | 8.4 | 40 | QAM 256 | 15 |
17 | 531000000 | 8.5 | 40 | QAM 256 | 16 |
18 | 547000000 | 8.5 | 40 | QAM 256 | 18 |
19 | 555000000 | 8.6 | 40 | QAM 256 | 19 |
20 | 563000000 | 8.7 | 40 | QAM 256 | 20 |
21 | 571000000 | 8.8 | 40 | QAM 256 | 21 |
22 | 579000000 | 8.9 | 41 | QAM 256 | 22 |
23 | 587000000 | 8.9 | 40 | QAM 256 | 23 |
24 | 595000000 | 8.9 | 40 | QAM 256 | 24 |
25 | 603000000 | 8.8 | 40 | QAM 256 | 25 |
26 | 611000000 | 8.9 | 41 | QAM 256 | 26 |
27 | 619000000 | 9 | 40 | QAM 256 | 27 |
28 | 627000000 | 8.9 | 41 | QAM 256 | 28 |
29 | 635000000 | 8.9 | 40 | QAM 256 | 29 |
30 | 643000000 | 8.9 | 40 | QAM 256 | 30 |
31 | 651000000 | 9 | 40 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 40 | 2583 | 6316 |
2 | Locked | 41 | 1416 | 3671 |
3 | Locked | 40 | 1620 | 5016 |
4 | Locked | 40 | 3035 | 9916 |
5 | Locked | 40 | 3044 | 8083 |
6 | Locked | 40 | 1819 | 5626 |
7 | Locked | 40 | 2160 | 7071 |
8 | Locked | 40 | 2957 | 9616 |
9 | Locked | 40 | 2855 | 8671 |
10 | Locked | 40 | 2168 | 6756 |
11 | Locked | 41 | 2629 | 8643 |
12 | Locked | 40 | 2581 | 7038 |
13 | Locked | 40 | 3006 | 7971 |
14 | Locked | 40 | 2942 | 8393 |
15 | Locked | 40 | 3114 | 7510 |
16 | Locked | 40 | 2615 | 6125 |
17 | Locked | 40 | 2661 | 5909 |
18 | Locked | 40 | 2862 | 7732 |
19 | Locked | 40 | 1669 | 4255 |
20 | Locked | 40 | 2108 | 5591 |
21 | Locked | 40 | 2485 | 6545 |
22 | Locked | 41 | 2489 | 6385 |
23 | Locked | 40 | 2783 | 6121 |
24 | Locked | 40 | 2768 | 5837 |
25 | Locked | 40 | 2596 | 5024 |
26 | Locked | 41 | 2845 | 6386 |
27 | Locked | 40 | 2227 | 3868 |
28 | Locked | 41 | 2298 | 4751 |
29 | Locked | 40 | 2364 | 4584 |
30 | Locked | 40 | 2616 | 4676 |
31 | Locked | 40 | 2585 | 5813 |
3.1 Downstream channels
33 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
33 | Locked | 41 | 9.7 | 3040216601 | 4 |
3.0 Upstream channels
0 | 49600000 | 46.8 | 5120 | QAM 64 | 5 |
1 | 43100000 | 46.5 | 5120 | QAM 64 | 6 |
2 | 36600000 | 46.5 | 5120 | QAM 64 | 7 |
3 | 30100000 | 46.5 | 5120 | QAM 64 | 8 |
4 | 23600000 | 46.5 | 5120 | QAM 64 | 10 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 91 | 0 |
1 | ATDMA | 0 | 0 | 94 | 0 |
2 | ATDMA | 0 | 0 | 116 | 0 |
3 | ATDMA | 0 | 0 | 144 | 0 |
4 | ATDMA | 0 | 0 | 162 | 0 |
3.1 Upstream channels
11 | 10.4 | 41.5 | 2K | QAM 256 |
3.1 Upstream channels
11 | OFDMA | 208 | 74000000 | 161 | 1 |
on 27-03-2024 18:51
Can you start from a clean sheet and do this....
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 and ethernet 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. When its light, 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 check the Upstream QAM’s are all at 64
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality