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Grumpster
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T3 errors, Dropouts, Ranging, and frustration

Hi,

My daughter has been complaining to me about how unreliable her VM broadband is, so about a week ago I signed her router up to the BQM to compare it with mine. I've always known that the HUB3 wifi is considered to be poor, but that is fixable with various booster systems. Reliability of the supplied service is number one in my view.

The first thing I've learnt was that her VM BQM shows a very different typical picture to my Sky BQM and she clearly suffers from many periods of low level but persistent drop outs, whereas I don't have any.

After a considerable amount of time reading MANY similar posts in these forums, I have come to the conclusion is that there is likely a fault between her router and the cabinet in the street.

I've posted her router log and upstream bonded channels below as I believe that that is where the faults indicate an issue with the supply.

Can anyone help me resolve this please. I have more data if required.

G

Upstream bonded channels

Channel           Channel Type  T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts

1          ATDMA                     0                      0                      7                      0

2          ATDMA                     0                      0                      4                      0

3          ATDMA                     0                      0                      6                      0

4          ATDMA                     0                      0                      6                      0

 

Network Log

Time    Priority            Description

04/01/2021 12:14:49   notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

03/01/2021 18:00:54   critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 17:00:49   Error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 16:15:5     notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 01:37:7     critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

01/01/2021 18:33:26   notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

01/01/2021 11:58:11   critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

31/12/2020 22:43:11   notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

31/12/2020 18:07:35   critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 12:19:2     notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 05:00:48   Error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 17:19:39   notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 17:19:21   Warning!         LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 15:43:0     notice  LAN login Success;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 15:34:41   Warning!         LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 04:22:29   Error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

25/12/2020 07:15:2     critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

25/12/2020 06:42:21   Warning!         RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

25/12/2020 06:42:13   critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

25/12/2020 06:42:5     Warning!         RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

MikeRobbo
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Message 2 of 27
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Re: T3 errors, Dropouts, Ranging, and frustration

 

Please post a 'Live Link' to her BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Grumpster
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Message 3 of 27
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Re: T3 errors, Dropouts, Ranging, and frustration

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MikeRobbo
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Re: T3 errors, Dropouts, Ranging, and frustration

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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Grumpster
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Re: T3 errors, Dropouts, Ranging, and frustration

As requested, but I will point out that the router’s T3 log count has changed, for some reason,

 

Downstream bonded channels

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

1          203000000      10.8     38        256 qam          9

2          211000000      10.4     38        256 qam          10

3          219000000      10.8     40        256 qam          11

4          227000000      10.4     38        256 qam          12

5          235000000      10.1     40        256 qam          13

6          243000000      9.3       38        256 qam          14

7          251000000      8.5       40        256 qam          15

8          259000000      9.6       40        256 qam          16

9          267000000      9.6       40        256 qam          17

10        275000000      10        40        256 qam          18

11        283000000      10        40        256 qam          19

12        291000000      10.3     40        256 qam          20

13        299000000      10.3     40        256 qam          21

14        307000000      10        40        256 qam          22

15        315000000      10.3     40        256 qam          23

16        323000000      10        40        256 qam          24

17        331000000      10.9     40        256 qam          25

18        371000000      8          38        256 qam          26

19        379000000      7.8       38        256 qam          27

20        387000000      8.5       38        256 qam          28

21        395000000      8          38        256 qam          29

22        403000000      8.3       38        256 qam          30

23        411000000      7.9       38        256 qam          31

24        419000000      7.5       38        256 qam          32

 

 

 

Downstream bonded channels

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

1          Locked            38.9     1104    0

2          Locked            38.9     1284    0

3          Locked            40.3     1056    0

4          Locked            38.9     1221    0

5          Locked            40.3     1270    0

6          Locked            38.9     1756    0

7          Locked            40.3     2117    0

8          Locked            40.3     1974    0

9          Locked            40.3     2022    0

10        Locked            40.3     1996    0

11        Locked            40.9     2000    0

12        Locked            40.9     2228    0

13        Locked            40.3     2792    0

14        Locked            40.3     3327    0

15        Locked            40.3     3612    0

16        Locked            40.9     3513    0

17        Locked            40.3     3613    0

18        Locked            38.6     7689    0

19        Locked            38.6     7738    0

20        Locked            38.9     9038    0

21        Locked            38.9     10214  0

22        Locked            38.6     11560  0

23        Locked            38.6     14976  0

24        Locked            38.9     15164  0

Upstream bonded channels

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

1          60300000        43        5120    64 qam 1

2          46200000        42.3     5120    64 qam 3

3          39400000        42        5120    64 qam 4

4          53699936        42.5     5120    64 qam 2

 

 

 

Upstream bonded channels

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                      2                      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+voc-b.cm

 

 

 

Primary Downstream Service Flow

SFID   20766

Max Traffic Rate        402500089

Max Traffic Burst       42600

Min Traffic Rate         0

 

 

 

Primary Upstream Service Flow

SFID   20765

Max Traffic Rate        38500089

Max Traffic Burst       42600

Min Traffic Rate         0

Max Concatenated Burst        42600

Scheduling Type         BestEffort

 

network log

05/01/2021 15:21:39   notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 15:21:25   Warning!         LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 15:03:0     critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

04/01/2021 19:45:0     notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

04/01/2021 18:59:50   critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

04/01/2021 12:14:49   notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

03/01/2021 18:00:54   critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 17:00:49   Error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 16:15:5     notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 01:37:7     critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

01/01/2021 18:33:26   notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

01/01/2021 11:58:11   critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

31/12/2020 22:43:11   notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

31/12/2020 18:07:35   critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 12:19:2     notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 05:00:48   Error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 17:19:39   notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 17:19:21   Warning!         LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 15:43:0     notice  LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 15:34:41   Warning!         LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

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Grumpster
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Message 6 of 27
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Re: T3 errors, Dropouts, Ranging, and frustration

Wow !

in such a short time, 110 views of my post, and almost half of them read to this point, probably hoping for the answer.

I've got to be honest, until I get a response from a guru, I'm not expecting any resolution.

Currently, I think the only answer is to wait till the end of the contracted period and exit VM and join SKY, but I'm sure that a guru will pop along before that stage

 

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Grumpster
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Message 7 of 27
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Re: T3 errors, Dropouts, Ranging, and frustration

Oh WOW.

I post a slightly sarcastic message about the lack of a guru appearing, and within 27 minutes, 6 VM customers have read it, and I receive an email and award from the VM "bot" because of just how much I'm joining in  !!!

And then I think to myself about the level of concern I had about joining SKY 6 years ago, and the ONLY problem I've had is the annual discussion about price increase [not had one yet] ...

I do not want to run VM down [yet], but surely, as everyone must have seen by the time they read this far, you never bother calling them if you have a problem, as all they are worried about on the phone is the documented dreadfull  wifi range of the Hub3 [and I've already pointed out that that issue is an easy fix, as have many others], but in a weeks time..

No, let's wait for the mystical Guru

 

 

 

 

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MikeRobbo
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Message 8 of 27
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Re: T3 errors, Dropouts, Ranging, and frustration

You will have to make do with me ...

Several of your Downstream Power Levels are maxed out or too high.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

Downstream bonded channels

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

1          203000000      10.8     38        256 qam          9

2          211000000      10.4     38        256 qam          10

3          219000000      10.8     40        256 qam          11

4          227000000      10.4     38        256 qam          12

5          235000000      10.1     40        256 qam          13

6          243000000      9.3       38        256 qam          14

7          251000000      8.5       40        256 qam          15

8          259000000      9.6       40        256 qam          16

9          267000000      9.6       40        256 qam          17

10        275000000      10        40        256 qam          18

11        283000000      10        40        256 qam          19

12        291000000      10.3     40        256 qam          20

13        299000000      10.3     40        256 qam          21

14        307000000      10        40        256 qam          22

15        315000000      10.3     40        256 qam          23

16        323000000      10        40        256 qam          24

17        331000000      10.9     40        256 qam          25

18        371000000      8          38        256 qam          26

19        379000000      7.8       38        256 qam          27

20        387000000      8.5       38        256 qam          28

21        395000000      8          38        256 qam          29

22        403000000      8.3       38        256 qam          30

23        411000000      7.9       38        256 qam          31

24        419000000      7.5       38        256 qam          32

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Rachael_F
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Message 9 of 27
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Re: T3 errors, Dropouts, Ranging, and frustration

Hi Grumpster,

 

Welcome to our forums and thank you for posting. I'm sorry that your daughter has been having some trouble with her broadband signal, we'd be more than happy to take a closer look at this for you.

 

As Mike has said, some of the downstream power levels shown in the stats you've shared are higher than we'd like to see. This would usually need an engineer to investigate further and resolve. I'll send you a private message now to confirm a few account details and get this booked in. Please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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Rachael_F
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Re: T3 errors, Dropouts, Ranging, and frustration

Thanks again for joining me for a private message. I'm glad we've been able to get an appropriate engineer visit booked in. Please do let us know how this goes, you're welcome to head back to our forums with any other queries you may have in the future.

 

Thanks,

Rachael

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