Intermittent Broadband - T3/T4 errors

[Philosophico]

We've been having broadband connection issues for the past couple of weeks.
Connection will be lost, sometimes for minutes, sometimes for several hours, and speed has generally been appalling (<1 Mbps) but will occasionally get back to 250Mbps+ for a few minutes before disconnecting again.

An Engineer visited last week and swapped out a component (it seemed 'old' but wasn't defective) but the problems have persisted.
(Followed the online guidance, off/on, reset, etc many times).

I am unable to book another appointment online because the diagnostic says 'nothing wrong, try off/on' etc.
Clearly the logs indicate there is a more serious problem (T3 and T4).

Logs below -

 

[Philosophico]

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

387000000

Locked

Ranged Upstream Channel (Hz)

30100000

Locked

Provisioning State

Online

[Philosophico]

Downstream bonded channels

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

1	387000000	5.5	40	256 qam	32
2	203000000	5.4	38	256 qam	9
3	211000000	5.3	38	256 qam	10
4	219000000	5	40	256 qam	11
5	227000000	4.8	38	256 qam	12
6	235000000	4.5	38	256 qam	13
7	243000000	4.1	38	256 qam	14
8	251000000	4.1	38	256 qam	15
9	259000000	4.4	38	256 qam	16
10	267000000	4.5	38	256 qam	17
11	275000000	4.8	38	256 qam	18
12	283000000	5	38	256 qam	19
13	291000000	4.9	38	256 qam	20
14	299000000	5	38	256 qam	21
15	307000000	5	38	256 qam	22
16	315000000	4.9	38	256 qam	23
17	323000000	5	38	256 qam	24
18	331000000	5.3	38	256 qam	25
19	339000000	5.8	38	256 qam	26
20	347000000	5.6	38	256 qam	27
21	355000000	5.8	38	256 qam	28
22	363000000	6	38	256 qam	29
23	371000000	6	38	256 qam	30
24	379000000	5.9	38	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	309	449
2	Locked	38.9	3103	678
3	Locked	38.9	2877	659
4	Locked	40.3	2705	722
5	Locked	38.6	2517	613
6	Locked	38.6	2210	600
7	Locked	38.9	2237	549
8	Locked	38.9	1901	665
9	Locked	38.6	1706	507
10	Locked	38.9	1397	520
11	Locked	38.9	1169	530
12	Locked	38.9	1024	489
13	Locked	38.9	997	475
14	Locked	38.6	883	431
15	Locked	38.9	714	561
16	Locked	38.9	640	422
17	Locked	38.6	582	448
18	Locked	38.6	521	508
19	Locked	38.6	461	424
20	Locked	38.6	452	479
21	Locked	38.9	383	437
22	Locked	38.9	361	420
23	Locked	38.9	396	454
24	Locked	38.9	358	411

[Philosophico]

Upstream bonded channels

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

1	30100000	47.5	5120	64 qam	4
2	23600000	47.5	5120	64 qam	5
3	36600000	47.5	5120	64 qam	3
4	43100000	47.5	5120	64 qam	2
5	49600000	47.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	5
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	5
4	ATDMA	0	0	1	0
5	ATDMA	0	0	0	0

[Philosophico]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	fg87dsfd;kfoA,.iyewrkldJK

Primary Downstream Service Flow

SFID	834
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	833
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Philosophico]

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network Log

Time Priority Description

20/08/2023 14:30:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 10:10:48	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 10:08:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 10:08:38	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 10:08:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 10:08:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 09:52:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:22:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:22:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:22:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:22:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:21:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:21:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:21:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:21:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:21:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 00:21:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 23:11:27	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 23:09:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 23:09:37	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Sabrina_B]

Hi @Philosophico 👋.

Thanks for reaching out to us. Apologies for the issues you have been having with your broadband, we can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

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