T3 timeouts / TCS Fail /

[joshua_w1]

Hi there 

Experienced a problem December 20 which lasted 3 days. Router started restarting every 10 minutes displaying multiple green and red lights - This resulted in lost connection every 10 minutes and totally unusable broadband. 

After speaking to phone support and performing multiple soft and hard resets an engineer appointment was booked. 

The problem then resolved itself and to avoid getting stung with an engineer callout charge I cancelled the appointment. 

Yesterday (March 7) I experienced the same identical issue. Router restarts every 10 minutes resulting in unusable broadband. 

Phoned support and arranged an engineer and - just like before - stable connection was restored while I was asleep (around 2am if i'm reading logs correctly).

Any advice what I should do?

• Get an engineer round even thought it might result in a charge? 
• Request a new router? 
• Run a different test somehow? 

Hoping the logs might reveal what's happening - please see below. 

Thanks in advance and all the best 

Network Log

Time Priority Description

08/03/2022 02:02:7	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 02:02:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 02:01:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 02:01:51	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 02:01:51	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 02:00:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:47:39	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:47:38	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:47:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:47:25	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:47:25	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:46:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:33:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:33:8	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:33:4	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:33:1	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:33:1	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:32:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:32:53	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 01:32:53	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[joshua_w1]

Downstream bonded channels

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

1	235000000	0.5	38	256 qam	13
2	139000000	1.7	38	256 qam	1
3	147000000	1.5	38	256 qam	2
4	155000000	1.4	38	256 qam	3
5	163000000	1.5	38	256 qam	4
6	171000000	1.4	38	256 qam	5
7	179000000	1.2	38	256 qam	6
8	187000000	1.2	38	256 qam	7
9	195000000	1	38	256 qam	8
10	203000000	0.7	38	256 qam	9
11	211000000	0.4	38	256 qam	10
12	219000000	0.2	35	256 qam	11
13	227000000	0.5	34	256 qam	12
14	243000000	0.2	38	256 qam	14
15	251000000	0.2	38	256 qam	15
16	259000000	0.2	38	256 qam	16
17	267000000	0.5	38	256 qam	17
18	275000000	0.2	38	256 qam	18
19	283000000	0	38	256 qam	19
20	291000000	0	38	256 qam	20
21	299000000	0.7	38	256 qam	21
22	307000000	1	38	256 qam	22
23	315000000	0.7	38	256 qam	23
24	323000000	0.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.6	5	0
3	Locked	38.6	5	0
4	Locked	38.6	6	0
5	Locked	38.6	18	0
6	Locked	38.6	3	0
7	Locked	38.6	14	0
8	Locked	38.6	17	0
9	Locked	38.6	18	0
10	Locked	38.9	7	0
11	Locked	38.9	7	0
12	Locked	38.6	6	0
13	Locked	35	152	0
14	Locked	34.3	2011	0
15	Locked	38.6	9	0
16	Locked	38.9	6	0
17	Locked	38.9	6	0
18	Locked	38.9	5	0
19	Locked	38.6	5	0
20	Locked	38.9	6	0
21	Locked	38.9	5	0
22	Locked	38.6	6	0
23	Locked	38.9	6	0
24	Locked	38.9	7	0

Upstream bonded channels

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

1	60300178	46.3	5120	64 qam	1
2	39400092	44.8	5120	64 qam	4
3	46200195	46.3	5120	64 qam	3
4	53700163	46.3	5120	64 qam	2

[Martin_N]

Hi joshua_w1,

Thank you for your post. I'm very sorry to hear about the issues you've had with your broadband service. 

I have taken a look on our system and I am unable to see anything that could be causing this. 

Can you confirm if you're continuing to have this issue?

Can you confirm if this is happening on multiple devices?

^Martin

[joshua_w1]

Hi there Martin, thanks so much for getting back to me 

I had perfect service for the rest of Tuesday and Wednesday and now unfortunately the problem appears to have returned. Started restarting again at 7.13pm and warning of 16+ consecutive T3 time outs. I'm hoping that, like previously, it resolves itself - but when it resolves it does mean there's nothing for an engineer to look at? 

Any advice appreciated - thanks so much 🙂 

Time Priority Description

10/03/2022 19:27:26	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:26	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:22	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:22	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:19	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:19	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:16	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:27:16	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:26:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:13:4	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:12:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[joshua_w1]

Apologies - forgot to answer your second question. Yep it's all devices. When the fault is occurring I have internet for 10 minutes then the router flashes multiple lights and restarts for about 5 minutes. Connection resumes and the same process then repeats itself every 10 minutes. 

As you can see it's just been turning itself on and off since I sent the last reply. 

Time Priority Description

10/03/2022 19:57:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:56:14	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:56:10	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:55:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:41:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:41:48	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:41:45	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 19:40:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[joshua_w1]

When I run a test from https://care.virginmedia.com/care/check-services I get this warning. Have checked router, restarted, reattached cables etc.
Could the issue possibly be my router itself and is there a way to request a new one? As this has been an ongoing, intermittent signal issue? 

[joshua_w1]

Apologies for the spam - I also have this if it helps? 

[Martin_N · Accepted solution]

Thank you for that information. I have taken another look over this and it has advised an engineer is required. 

I have booked in a visit for you. Please check your online for the time/date of the appointment. 

^Martin

[joshua_w1]

Thanks Martin - one final (hopefully) question.

As my service has eventually resumed by itself, like previous outages, will I get charged for the engineer call out tomorrow?

I know there is a penalty if the technician 'can't find a fault'. I'm just worried that the fact it's an intermittent fault means there's a high chance things might be working properly when they arrive? Should I show them this thread, for example, as evidence of an ongoing fault? 

Thanks and best 

[Andrew-G]

@joshua_w1 I know there is a penalty if the technician 'can't find a fault'. I'm just worried that the fact it's an intermittent fault means there's a high chance things might be working properly when they arrive? Should I show them this thread, for example, as evidence of an ongoing fault? 

You've reported a valid complaint that is clearly evidenced in the data you posted (network log and BQM), VM have advised a tech visit is needed.  If the technician can't find anything that's VM's problem not yours. 

The statement about the non-fault call out charge is standard policy, but I'd not expect VM to try it on here - these charges are more for cases where there's no evidence in the first place, but the customer insists on a visit.  If VM did try and stitch you with a non-fault call out charge, then a formal complaint and threat of escalation to the industry complaints scheme CISAS will very quickly persuade them to back down. 

In cases where VM can see no fault, the customer can't provide evidence, and still demand a technician visit, that's when I'd expect the company to charge the fee, and in those cases they might well choose to fight the case if the customer complains or takes the matter to CISAS, with a fair chance of their side being upheld.