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tb46uk
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Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Hi, after a long period of stability.  My service randomly drops out could be during the day or the night.  

The speed is normally OK

My downstream energy levels seem to be a bit low and I am getting many T3s.  

I am using the Hub 3 as a modem and connected to a Netgear XR700 router.  This was on the advice of a previous engineer and he was right., this set-up gave me the longest period of stability in this home.

Should I be calling an engineer or would it be wasting their time? Please look at the logs

Network Log  
TimePriorityDescription
14/11/2021 02:28noticeLAN login Success;
13/11/2021 08:45Warning!RCS Partial Service
13/11/2021 04:13criticalNo Ranging Response received - T3 time-out;C
12/11/2021 16:56Warning!RCS Partial Service;
12/11/2021 14:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
12/11/2021 02:55Warning!RCS Partial Service;
11/11/2021 23:26criticalNo Ranging Response received - T3 time-out;
10/11/2021 13:13Warning!RCS Partial Service;
10/11/2021 00:18criticalNo Ranging Response received - T3 time-out;C
09/11/2021 16:14Warning!RCS Partial Service;C
09/11/2021 13:47criticalNo Ranging Response received - T3 time-out
09/11/2021 13:34Warning!RCS Partial Service;
09/11/2021 02:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
05/11/2021 14:52Warning!RCS Partial Service;
05/11/2021 14:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
04/11/2021 08:19Warning!RCS Partial Service;
03/11/2021 23:27criticalNo Ranging Response received - T3 time-out
02/11/2021 14:18Warning!RCS Partial Service;
02/11/2021 13:57criticalNo Ranging Response received - T3 time-out;C
02/11/2021 12:37Warning!RCS Partial Service
Upstream bonded channels    
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0070
2ATDMA00290
3ATDMA00270
4ATDMA00240

 

Downstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12030000000.537256 qam9
21390000000.536256 qam1
31470000000.236256 qam2
41550000000.736256 qam3
51630000001.537256 qam4
6171000000237256 qam5
71790000001.437256 qam6
8187000000137256 qam7
91950000000.537256 qam8
102110000001.237256 qam10
112190000001.537256 qam11
12227000000238256 qam12
13235000000238256 qam13
142430000001.538256 qam14
152510000000.737256 qam15
16259000000-0.237256 qam16
17267000000-137256 qam17
18275000000-1.537256 qam18
19283000000-0.737256 qam19
20291000000037256 qam20
212990000000.737256 qam21
22307000000138256 qam22
233150000001.538256 qam23
243230000002.238256 qam24

 

thanks

 

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jbrennand
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Down power levels are fine. Logs and T3's are not great. You are missing a table of RS errors and one with Upstream power levels. Do this then post them all up again.
_______________

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 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, 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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Kath_F
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Hi tb46uk,


Thanks for your post and a big welcome to the Community. It's great having you on board with us.


I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 


I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
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Kath_F
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Hi tb46uk, 

Thanks for coming back to me via private message with your details. 

It's also great to hear that an engineer has visited and replaced your Hub although I'm sorry to hear this hasn't improved things. 

I have been able to locate you on the systems using the details you provided and it looks as though there may be a fault developing in your area. I can see this has already been raised to the Networks Team and they are investigating things further. 

Your hub itself is looking fine in terms of power and signal level stats. Hopefully once raised we will have more of an idea in a fix time for you but for now, we will need to wait for the teams to do what they do best. 

I will check the systems again in a few days to see where we are with this. 

Thanks, 

Kath_F
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tb46uk
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Thanks for that.  Look at the additional issue now.  the sudden change of the Hub 4 clock to 01/01/1970.  It keeps happening and every time it disrupts the connection as well as the home network.  

 

What is this?

 

Thu 01/01/1970 00:01:283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 01:01:485MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 01:48:245MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 01:48:355RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 01:48:446CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 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;
Thu 01/01/1970 00:01:213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 01:57:185MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 02:11:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/02/2022 07:59:356CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; 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;
Thu 01/01/1970 00:01:213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 08/02/2022 02:04:285MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Kath_F
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Hi tb46uk, 

Thanks for coming back to me on this and apologies to hear this is ongoing. 

Checking the systems, the networks teams have done some work and closed any outage so there is nothing affecting you this end. 

When running through checks, it is advising to book an engineer but I appreciate you've already had one recently. I'd like to book a principle engineer to come and check things a little more thoroughly. They will be able to check the internal, external cables as well as the cabinet. They will also do another check on the Hub itself. 

If you're happy for me to book this in, pop back and let me know so I can get the appointment sorted. 

Thanks, 

Kath_F
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tb46uk
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Hi Kath,

So the most recent crop of entries from the Hub logs is

Thu 01/01/1970 00:01:273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 09:39:255MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 10:45:335MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 10:45:445RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 10:46:066CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 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;
Thu 01/01/1970 00:01:233No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 10:58:455MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 13:10:356CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; 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;
Thu 01/01/1970 00:01:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 20:49:045MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/04/2022 21:31:125MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

I am worried about the time-outs which affect the connectivity and then the random 1970 clock sets that disrupt the home network.  If you are still unsure what is causing this, then I would be interested in the engineer to attend to further investigate.  If so please book the first available slot for the visit.

 

Let me know if you need anything further from me.

 

Thanks

Theo

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Steven_L
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Thanks for coming back to us @tb46uk.

I can arrange an appointment for this as I have seen some issues that need to be looked into this further but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
 

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Steven_L
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Re: Internet Service Dropouts, T3, low energy and a Mac. What could go wrong

Thanks for confirming your details via private message @tb46uk.
I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.

Regards,

Steven_L