T3 Errors, needing to restart hub to regain connection

[lethaltoast]

Hi all,

Or the past 5-7 days I've had my connection knocked offline multiple times per day, more frequently in the afternoon but has happened on many assorted hours of the day. Can't connect or even interface with the router over LAN unless I unplug and replug the router.

Have tried removing all powerline/LAN additions, setting static IP addresses to power-hungry devices and removing them altogether, factory resetting the router and all without any luck. Using the diagnostic tool and calling the the diagnostic line, there are apparently no faults in my area. I heavily rely on this connection as I work from home. Please help urgently. Problems started around 14th Sept.

[lethaltoast]

Router Status

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	2.5	38	256 qam	9
2	211000000	2.2	38	256 qam	10
3	219000000	2.5	38	256 qam	11
4	227000000	2.4	38	256 qam	12
5	235000000	1.7	38	256 qam	13
6	243000000	1.4	38	256 qam	14
7	251000000	1.4	40	256 qam	15
8	259000000	1.5	40	256 qam	16
9	267000000	1	40	256 qam	17
10	275000000	1	38	256 qam	18
11	283000000	0.9	38	256 qam	19
12	291000000	0.5	38	256 qam	20
13	299000000	0	38	256 qam	21
14	307000000	0.2	38	256 qam	22
15	315000000	0.7	38	256 qam	23
16	323000000	0.7	38	256 qam	24
17	331000000	0.7	38	256 qam	25
18	339000000	0.9	40	256 qam	26
19	347000000	0.9	38	256 qam	27
20	355000000	0.4	40	256 qam	28
21	363000000	0.2	40	256 qam	29
22	371000000	0.2	40	256 qam	30
23	379000000	0.4	38	256 qam	31
24	387000000	0.2	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	5	0
2	Locked	38.6	5	0
3	Locked	38.9	0	0
4	Locked	38.9	3	0
5	Locked	38.9	0	0
6	Locked	38.6	0	0
7	Locked	40.9	0	0
8	Locked	40.3	4	0
9	Locked	40.3	0	0
10	Locked	38.9	0	0
11	Locked	38.9	4	0
12	Locked	38.9	5	0
13	Locked	38.9	0	0
14	Locked	38.9	6	0
15	Locked	38.9	5	0
16	Locked	38.9	5	0
17	Locked	38.9	0	0
18	Locked	40.3	4	0
19	Locked	38.9	5	0
20	Locked	40.3	0	0
21	Locked	40.3	4	0
22	Locked	40.3	6	0
23	Locked	38.9	5	0
24	Locked	38.9	0	0

[lethaltoast]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700000	47.8	5120	64 qam	6
2	60300000	48.3	5120	64 qam	5
3	46200000	46.8	5120	64 qam	7
4	39400000	46.3	5120	64 qam	8

Upstream bonded channels (2)

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	59040
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	59039
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[lethaltoast]

Network Log
Time
Priority
Description
24/09/2021 15:10:41
notice
LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
23/09/2021 16:35:8
Warning!
RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
23/09/2021 08:16:41
notice
NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
23/09/2021 00:16:32
notice
NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 19:19:8
notice
LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 18:43:31
notice
LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 17:25:24
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 13:03:26
Warning!
RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 00:16:47
notice
NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 22:28:27
notice
LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36
critical
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 20:20:42
notice
LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Stats all look fine - logs dont though - the dreaded ATOM error (not sure what that is!) that crops up with some users from time to time.

Do you see the disconnections on ethernet cable connections at the same time as on wifi ones - if you arent sure - can you test it

Whilst waiting for more input can you do this....
____________________________________________________

If you haven’t already, set up a free, secure and “offlsite” - “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

[lethaltoast]

Hi jbrennand,

it's hard to test on a day-to-day basis but so far my findings are as follows:

Device 1
Direct Ethernet Connection next to router - frequent disconnects every 15 or so minutes on average when being used (or woke)
Wifi Mode - still frequent disconnects on both 2.4GHz and 5GHz bands respectively.

Device 2 (Work PC)
Powerline - on average used to hold steady whilst other device above was asleep, now also disconnects very frequently disconnects
Wifi mode - Holding steady for today so far but has dipped before relatively as frequently with my other device.

Luckily for yourself i've had a broadband monitor since January! 😄 Here's the live share link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2897ad9b407bd5342714b159dc2796e7cd...

[jbrennand]

The BQM is showing the disconnects as are the T3's in the logs - but the Hub stats are all fine.

Can you try some basics first...

First switch the Hub off for 5 minutes AND unplug it from the mains. 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 or loose wires on the connectors . 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.

Next disconnect the powerlines from the Hub and unplug them - there have been threads where faulty extra equipment is causing similar issues.

Then replace the ethernet cable on the direct connection for a new cat6a one - also use a different device if you have one - as current one may be an issue.

Then switch the Hub on again and leave 5 minutes. Check connectivity and in particular whether the "red disconnect spikes" - disappear or remain.

Later on reconnect the powerlines and see if that causes further issues.

Otherwise a VM person (or someone more tech savvy on here) will respond in a day or two and be able to offer some insights - I am still concerned about the ATOM self-healing messages appearing

[lethaltoast]

Hello again jbrennand,

I've followed your checks, removed the powerline and ethernet connections from my network and the problem still persist even when completely wireless. In fact, device 1 almost instantly EMP'd my home's connection on wireless similarly to how device 2 and other devices (3, 4 and 5) have acted previously. It seems very odd that the connection is unstable no matter what device.

I'm also very concerned about this connection. To have intermittence repeatedly for 10+ days has been a real pain. I'd be disappointed if the official resolution was "Don't use ethernet cables or powerlines" as the network has been completely fine with the circuit for many months, even with new cat6e cables, but for this problem to persist even without them is doubly concerning.

I'd hope this may an issue a VM engineer could take a peep at connections-wise in the street perhaps?

[jbrennand]

I will flag for a VM person to take a look - keep checking back

[lethaltoast]

Thank you.