Packet Loss and T3/T4 timeouts

[mgilbert3]

Hi,

In the last day (6th August) I have started to get packet loss and T3/T4 timeouts causing my broadband to drop and then reconnect. I am only getting loss of broadband at the same time as the packet loss is occurring, and this is aligned with when the T3/T4 timeouts are occurring. Below is the URL to the BQM. 

I'll post the log below and then the router config in an update. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bb8e1c3ae69f7990e3835b73b299257358...

 I re-started the router at 10pm on 6th August, after it had come back from a drop around 9:45pm. 

Below is the latest log file.

07/08/2024 14:27:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:26:22 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;
07/08/2024 14:22:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:22:22 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:22:22 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2024 14:21:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 21:41:34 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;
06/08/2024 21:19:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 20:40:49 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;
06/08/2024 20:36:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 19:47:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 19:47:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 19:42:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 16:11:0 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;
06/08/2024 16:06:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 16:05:40 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;
06/08/2024 15:59:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 15:58:45 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;
06/08/2024 14:33:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2024 14:32:34 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;

[mgilbert3]

Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	411000000	Locked
Ranged Upstream Channel (Hz)	23600000	Locked
Provisioning State	Online

Downstream:

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

1	411000000	5.5	38	256 qam	1
2	419000000	5.3	38	256 qam	2
3	427000000	5	38	256 qam	3
4	435000000	5	38	256 qam	4
5	443000000	4.9	38	256 qam	5
6	451000000	4.6	38	256 qam	6
7	459000000	5	38	256 qam	7
8	467000000	4.9	38	256 qam	8
9	475000000	4.8	38	256 qam	9
10	483000000	4.8	38	256 qam	10
11	491000000	4.9	38	256 qam	11
12	499000000	5	38	256 qam	12
13	507000000	5.1	38	256 qam	13
14	515000000	5.4	38	256 qam	14
15	523000000	5.4	38	256 qam	15
16	531000000	5.3	38	256 qam	16
17	539000000	5.4	38	256 qam	17
18	547000000	5.3	38	256 qam	18
19	555000000	5.3	38	256 qam	19
20	563000000	5	38	256 qam	20
21	571000000	5.1	38	256 qam	21
22	579000000	4.9	38	256 qam	22
23	587000000	5	38	256 qam	23
24	595000000	5.1	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	6	0
2	Locked	38.6	0	0
3	Locked	38.9	1	0
4	Locked	38.9	0	0
5	Locked	38.6	6	0
6	Locked	38.6	0	0
7	Locked	38.6	7	0
8	Locked	38.6	7	0
9	Locked	38.6	6	0
10	Locked	38.6	1	0
11	Locked	38.6	5	0
12	Locked	38.6	1	0
13	Locked	38.9	1	0
14	Locked	38.6	1	0
15	Locked	38.9	0	0
16	Locked	38.6	6	0
17	Locked	38.9	5	0
18	Locked	38.6	6	0
19	Locked	38.6	4	0
20	Locked	38.6	0	0
21	Locked	38.9	5	0
22	Locked	38.6	0	0
23	Locked	38.6	5	0
24	Locked	38.6	0	0

Upstream:

Upstream bonded channels

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

1	23600000	52	5120	64 qam	5
2	49600000	52.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0

Configuration:

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057+voc-b.cm

Primary Downstream Service Flow

SFID	30270
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	30269
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Tudor]

Upstream power levels are too high and you only have 2 channels not 6. I suspect an are fault, follow this:

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

[Zach_R]

Hi @mgilbert3,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm sorry to hear you've been experiencing some issues with your connection recently. I've checked over things on our systems and I'm unable to detect any known issues currently that would explain why you're experiencing these problems. Are they ongoing today?

Thanks,
 

[Sephiroth]

Wouldn't it be useful if the Forum Team person could say:  "I've checked your circuit, and yes, there are only two upstream channels instead of 6.  This will need sorting by a technician visit in the first instance".

Or:  "I've checked your circuits and I can see 6 upstream channels now.  Please confirm that all is now working satisfactorily".