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Jacobydehunter
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T3 Timeout issues occuring frequently

For the past month now we've been experiencing issues with our internet. The connection keeps dropping and after checking the logs on the Hub it seems we're getting frequent 'Warning!' and 'critical' messages.

Here are some of the logs I've collected (I tried posting them as a table but it kept producing an error when I treid to post, sorry):

28/06/2019 20:29              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 20:33              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 20:42              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 20:51              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 20:51              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:01              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:01              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:01              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:01              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:05              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/06/2019 21:11              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:19              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:20              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:20              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:20              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:22              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:22              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:19              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:20              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:20              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:20              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:21              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:22              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:22              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:34              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:34              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:34              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:38              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:39              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:39              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:39              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:39              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:40              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:40              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:41              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:41              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:42              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:43              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:44              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:44              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:44              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:45              critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:46              Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2019 20:46              critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

These have been collected when I can, since the hub doesn't seem to hold the logs for long. I've noticed when the internet connection is lost, the power levels on the downstream are in the negatives. When it's working they're in the positives. Here's a cut and paste of what it looks like today:

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

1              147000000           -7.7        37           256 qam               2

2              139000000           -8            37           256 qam               1

3              155000000           -7.7        38           256 qam               3

4              163000000           -7.7        38           256 qam               4

5              171000000           -7.7        38           256 qam               5

6              179000000           -7.7        38           256 qam               6

7              187000000           -7.2        38           256 qam               7

8              195000000           -7.4        38           256 qam               8

9              203000000           -7.5        38           256 qam               9

10           211000000           -7.5        38           256 qam               10

11           219000000           -7.5        38           256 qam               11

12           227000000           -7.7        38           256 qam               12

13           235000000           -7.9        38           256 qam               13

14           243000000           -7.9        38           256 qam               14

15           251000000           -7.9        38           256 qam               15

16           259000000           -7.9        38           256 qam               16

17           267000000           -8.2        38           256 qam               17

18           275000000           -8.7        37           256 qam               18

19           283000000           -8.5        38           256 qam               19

20           291000000           -8.4        38           256 qam               20

21           299000000           -8.2        37           256 qam               21

22           307000000           -8.5        38           256 qam               22

23           315000000           -8.7        37           256 qam               23

24           323000000           -8.7        37           256 qam               24

Other times the power levels reach lower than that. This snipit is from the 28th of June:

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

1              251000000           -18          32           256 qam               15

2              187000000           -19.7      30           256 qam               7

3              195000000           -19.5      30           256 qam               8

4              203000000           -19.4      31           256 qam               9

5              211000000           -19          31           256 qam               10

6              219000000           -18.8      31           256 qam               11

7              227000000           -18.7      31           256 qam               12

8              235000000           -18.5      31           256 qam               13

9              243000000           -18.3      32           256 qam               14

10           259000000           -17.9      32           256 qam               16

11           267000000           -18          32           256 qam               17

12           275000000           -18          32           256 qam               18

13           283000000           -17.8      32           256 qam               19

14           291000000           -17.3      32           256 qam               20

15           299000000           -17          32           256 qam               21

16           307000000           -17          33           256 qam               22

17           315000000           -17          32           256 qam               23

18           323000000           -16.8      33           256 qam               24

19           443000000           -13          35           256 qam               25

20           451000000           -12.7      35           256 qam               26

21           459000000           -13          36           256 qam               27

22           467000000           -13          35           256 qam               28

23           475000000           -13.3      35           256 qam               29

24           483000000           -13          35           256 qam               30

We rang the customer service but they just suggested that we unplug our router (the hub is in modem mode). I serioulsy doubt the router is what's causing this as we have no issues with this device at all.

Please can someone help us out with this as I'm clueless as to what we can do.

Thanks

Jacob

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griffin
Alessandro Volta
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Re: T3 Timeout issues occuring frequently

The downstream power levels are too low and way out of spec.and the reason the Hub is losing MAC layer messages which are causing the errors in the log.

I would give the coax cable from the Hub to the cable entry point for obvious signs of damage and all connectors are hand tight.
If you have a attenuator screwed into the back of the Hub I would remove it.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response and this time try explaining the power level issue, and hopefully they will send out a tech if you get a better agent.

 

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Forum Team
Forum Team
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Re: T3 Timeout issues occuring frequently

Good Morning Jacobydehunter,

 

Thanks for your post and a very warm welcome to our Community Forums!

 

Sorry to see that you've been having issues with the intermittent connection on your hub.

 

I'm happy to look into this for you via our PM service if you're still seeking assistance.

 

Check out the purple envelope in the top right hand corner for my PM

 

David_Bn

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