Virgin Media Community

[S2Art]

Hello there I'm getting a lot of T3 timeouts lately and its causing my internet to drop out randomly. Here are my networking logs, do I need an engineer to visit?

I've done a reset and made sure all connections are solid.

Upstream bonded channels

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

1	46200000	49.5	5120	32 qam	11
2	39400000	49.5	5120	32 qam	12
3	53700000	51	5120	32 qam	10
4	60300000	49.5	5120	32 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	216	0
2	ATDMA	0	0	261	0
3	ATDMA	0	0	209	0
4	ATDMA	0	0	241	0

Network Log

Time Priority Description

08/02/2021 03:39:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 00:46:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 00:46:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 18:15:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 12:46:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 12:46:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 18:26:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 00:46:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 00:46:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 15:07:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 00:25:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 18:05:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:46:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:46:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 15:18:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 00:46:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 00:46:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 14:11:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 12:46:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 12:46:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[S2Art]

Downstream bonded channels

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

1	331000000	5.8	38	256 qam	25
2	267000000	7	38	256 qam	17
3	275000000	6.6	38	256 qam	18
4	283000000	6.8	38	256 qam	19
5	291000000	6.9	38	256 qam	20
6	299000000	7	38	256 qam	21
7	307000000	7.1	38	256 qam	22
8	315000000	6.6	38	256 qam	23
9	323000000	6	38	256 qam	24
10	339000000	5.5	38	256 qam	26
11	347000000	4.6	38	256 qam	27
12	355000000	4.5	38	256 qam	28
13	363000000	4.9	38	256 qam	29
14	371000000	5	38	256 qam	30
15	379000000	5.1	38	256 qam	31
16	387000000	5.1	38	256 qam	32
17	395000000	5	38	256 qam	33
18	403000000	5.5	38	256 qam	34
19	411000000	5.6	38	256 qam	35
20	419000000	5.5	38	256 qam	36
21	427000000	5.4	38	256 qam	37
22	435000000	5.1	38	256 qam	38
23	443000000	4.6	38	256 qam	39
24	451000000	4.3	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	470	15
2	Locked	38.6	380	0
3	Locked	38.9	466	0
4	Locked	38.6	337	0
5	Locked	38.9	276	0
6	Locked	38.6	340	0
7	Locked	38.6	313	0
8	Locked	38.6	281	0
9	Locked	38.6	434	0
10	Locked	38.9	371	12
11	Locked	38.6	550	0
12	Locked	38.6	534	0
13	Locked	38.9	302	0
14	Locked	38.6	377	0
15	Locked	38.6	358	0
16	Locked	38.9	276	735
17	Locked	38.6	446	0
18	Locked	38.6	268	0
19	Locked	38.9	177	0
20	Locked	38.9	299	0
21	Locked	38.9	212	0
22	Locked	38.6	170	0
23	Locked	38.6	221	1763
24	Locked	38.6	303	0

[jbrennand]

Stats do look a bit iffy - could be a problem. Just to confirm can you do this and then post them back up.
_______________________

Switch the Hub off and unplug it for a five minutes and then start it up. When 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 two for the next day or two to see if they start reappearing - they shouldn't.

If they havent reset try a pinhole reset make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time. Check again that they are 0.

Also, in the meantime... if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

[S2Art]

Try again : Today

Yesterday:

 Monday:

[S2Art]

So i reset as suggested and this is from this morning only: 

Upstream bonded channels

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

1	46200000	49.5	5120	64 qam	11
2	39400000	51	5120	64 qam	12
3	53700000	51	5120	64 qam	10
4	60300000	50.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	14	0
2	ATDMA	0	0	12	0
3	ATDMA	0	0	19	0
4	ATDMA	0	0	20	0

[S2Art]

I've since found out that this is somewhere in the local network and not a problem at my home. Taking to my neighbours it seems there is varying issues with one having to revert to a 4g dongle.  We've been told that there's an engineer scheduled for April, which is ridiculous given the amount of properties effected. What is the best way to progress this quicker?  

[Robert_P]

Hello S2Art

Sorry to hear of the broadband issues experienced, it's clearly not the level of service we aim to provide. We appreciate you taking the time to raise this via the forums.

Having checked, there is currently an area issue local to you. This has a ticket ref of F008610616 with an estimated fix date of the 1st April at 10.55am. We appreciate this may not be the message you wanted to receive, the fix date is estimated so this may be resolved sooner.

We appreciate your patience.

Rob