Internet keeps dropping out

[metalmatt]

For the last week my Internet has been dropping off for 30 seconds then it comes back on again. I have a hub 5 and keep getting 16 consecutive T3 timeouts plus US profile assignment change. I have had loads of these errors today. Can someone look onto this please? Thanks. 

[Akua_A]

Hi @metalmatt 

Welcome back to our community forums and sorry to hear your service has been dropping out. We can understand the frustration this may have caused and we want to do our best to help. I have run some tests on our system and there does seem to be an issue with your hub power levels. To best resolve this, I have sent 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.

Thanks,

[metalmatt]

Thanks all for your help engineer has been an adjust the power levels. This community is the best 🙂

[metalmatt]

Hi all,

I have been monitoring my hub 5 I had 16 T3 timeouts last night at 22.54pm to my knowledge I did not loose any connection. Its a bit odd as I never got this on my hub 3. I have got my hub 5 in modem mode as I use my own router. It seems that the hub is trying to ping ISP but failing. Here is my log:

04-03-2024 22:54:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-03-2024 22:54:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-03-2024 22:54:43	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Here is a link to my monitor, as you can see a small red line

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cbd62bfa9de8bc55861dc2d549f67d49b3...

Any ideas? my power levels are fine by the way. Cheers.

[Paul_DN]

Hi metalmatt,

Thank you for reaching back out, we are sorry to see you have over 16 timeouts on Monday and for any inconvenience caused, we were able to check things our end with the details we have for you and cannot see any issues our end, everything is looking in sync and all in green, we would advise running further checks Via you Online Account if this happens again.

Regards

Paul.     
 

[metalmatt]

Hi Paul

Had 16 T3 timeouts at 13.09 today service was interrupted for about 25 seconds. Here is the log read out:

Time Priority Description

26-03-2024 13:09:17	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-03-2024 13:09:17	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[metalmatt]

Good Morning

I had another set of 16 T3 timeouts last night at 20.34 although no loss of internet. When I have some free time I'm thinking of resetting the hub 5. Here is the link to my monitor

27-03-2024 23:56:55	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 23:47:19	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 23:08:32	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 22:43:30	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 20:35:47	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 20:35:47	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-03-2024 20:34:39	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[metalmatt]

I have been doing some tests and found some really odd results. The hub 5 is in modem mode I use my own router and when I disable pings to wan and when I get 16 T3 timeouts the Internet goes off for 25 seconds then comes back on again. If I enable wan pings and get the T3 timeouts in the Internet stays on. This could be a bug on the hub 5 maybe? I rather disable pings to wan due to security concerns however I might have to leave it on. 

[Daniel_Et]

Hi @metalmatt, thank you for your posts.

We're sorry to hear about the timeouts you've had 😔

I've taken a look on our side, but I cannot see any issues that would explain what you're experiencing.

Have you tried resetting the Hub since you last posted? If so, what impact, if any, has that had?

Advice on how to fix internet problems can be found in this article here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[metalmatt]

Thanks for your reply. No issues at present thanks. 

[metalmatt]

This thread can be closed down. I might have found a fix I decided to reset the hub 5 power levels have improved much better! I'm going to monitor the hub for the next 2 weeks to see if i get these 16 T3 timeouts.