Connection Disconnects - T3 & T4 Timeout

[Beige]

Hub 3.0 - Modem Mode
Asus RT-AC66U Router

Internet connection issues over the past two days. Wednesday 18:20 for approx 60 minutes then stable until today 17:25 approx 30 mins.

Recent network upgrade in area Monday 5th July.

Network Log

Time	Priority	Description
15/07/2021 17:34:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:33:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:33:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:33:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:32:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:30:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:29:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:29:27	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:29:27	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:28:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:28:7	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:24:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:24:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:55	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;
15/07/2021 17:10:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:35	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;
15/07/2021 17:10:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:15	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;

Upstream and Downstream log to follow.

[Beige]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25799927	39.5	5120	64 qam	8

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	7	0

[Beige]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	387000000	-24	26	256 qam	32
2	203000000	-26.2	25	256 qam	9
3	211000000	-26.2	25	256 qam	10
4	219000000	-26.6	25	256 qam	11
5	227000000	-25.9	25	256 qam	12
6	235000000	-25.9	25	256 qam	13
7	243000000	-27	25	256 qam	14
8	251000000	-25.7	25	256 qam	15
9	259000000	-25.9	25	256 qam	16
10	267000000	-25.9	25	256 qam	17
11	275000000	-25.9	25	256 qam	18
12	283000000	-24.8	26	256 qam	19
13	291000000	-26.1	25	256 qam	20
14	299000000	-24.5	26	256 qam	21
15	307000000	-24.9	26	256 qam	22
16	315000000	-24.9	26	256 qam	23
17	323000000	-25.3	25	256 qam	24
18	331000000	-24.2	26	256 qam	25
19	339000000	-25.8	25	256 qam	26
20	347000000	-24.9	26	256 qam	27
21	355000000	-24	26	256 qam	28
22	363000000	-25	26	256 qam	29
23	371000000	-25.2	26	256 qam	30
24	379000000	-24	26	256 qam	31

Downstream bonded channels

Channe	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	26.9	2887842	893597
2	Locked	25.7	0	0
3	Locked	25.6	0	0
4	Locked	25.3	1668378	1551606
5	Locked	25.5	0	0
6	Locked	25.8	0	0
7	Locked	25.1	0	0
8	Locked	25.8	0	0
9	Locked	25.6	0	0
10	Locked	25.6	1637628	1515440
11	Locked	25.6	1654894	1517897
12	Locked	26.4	1232945	1449087
13	Locked	25.4	0	0
14	Locked	26	1483315	1495406
15	Locked	26.1	1472081	1492121
16	Locked	26.1	1463855	1488189
17	Locked	25.9	1590704	1501255
18	Locked	26.6	1348134	1324412
19	Locked	25.1	0	0
20	Locked	26.1	1575912	1491928
21	Locked	26.9	1502809	1033150
22	Locked	26.2	1550669	1479216
23	Locked	26	1639567	1499962
24	Locked	26.8	1578501	1050531

[Andrew-G]

Those are the nastiest sets of stats I can recall seeing in a very long time.  I've marked them to staff to advise, but I'm guessing they'll need to arrange a technician visit for you.  I'm surprised you get a connection at all!

[Hayley_S]

Hello @Beige.

Welcome back to the community page, thank you for posting on here.

I am sorry to see that you are having downstream timeouts.

I did manage to locate your account using your forums details, I can see you already have an appointment for a tech visit, please can you check your online account to see this?

Look forward to your reply.

[Beige]

Thank you. I copied those just after my connection came back up. It was on and off for about an hour after the first outage.

The Downstream and Upstream channels seem to have changed slightly since my original post.

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25800000	40	5120	64 qam	8

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T2 Timeouts	T4 Timeouts
1	ATDMA	0	0	13	0

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	387000000	-10.9	35	256 qam	32
2	203000000	-11.2	35	256 qam	9
3	211000000	-11.2	35	256 qam	10
4	219000000	-11.5	35	256 qam	11
5	227000000	-11.2	35	256 qam	12
6	235000000	-11.2	35	256 qam	13
7	243000000	-11.9	34	256 qam	14
8	251000000	-11	35	256 qam	15
9	259000000	-11.2	35	256 qam	16
10	267000000	-11.2	35	256 qam	17
11	275000000	-11.2	35	256 qam	18
12	283000000	-10.7	35	256 qam	19
13	291000000	-11.5	35	256 qam	20
14	299000000	-10.5	35	256 qam	21
15	307000000	-10.7	35	256 qam	22
16	315000000	-10.7	35	256 qam	23
17	323000000	-11.2	35	256 qam	24
18	331000000	-10.7	35	256 qam	25
19	339000000	-11.5	34	256 qam	26
20	347000000	-11.2	35	256 qam	27
21	355000000	-10.9	35	256 qam	28
22	363000000	-11.4	35	256 qam	29
23	371000000	-11.5	35	256 qam	30
24	379000000	-10.9	35	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	35.5	6643188	1566808
2	Locked	35.5	3481285	1219080
3	Locked	35	3633492	1273651
4	Locked	35	5741812	3532007
5	Locked	35	3929145	1366410
6	Locked	35.5	3600122	1305008
7	Locked	34.9	4555330	1529517
8	Locked	35.7	3583013	1147159
9	Locked	35	3832383	1312069
10	Locked	35	5595397	3371163
11	Locked	35	5745844	3369703
12	Locked	35.5	4909595	2376340
13	Locked	35	4370628	1419484
14	Locked	35	5340199	2916658
15	Locked	35.5	5344141	2849350
16	Locked	35.5	5363619	2794263
17	Locked	35	5685325	3111470
18	Locked	35.7	5198064	2086406
19	Locked	34.9	5566168	2126342
20	Locked	35	5785331	2951857
21	Locked	35.5	5201986	1735553
22	Locked	35.5	5705211	2831010
23	Locked	35.5	5907642	3104534
24	Locked	35.7	5443396	1758198

[Beige]

Hi Hayley, I managed to book in a visit for this weekend.

Is this a problem with my Hub, connection to the cabinet or wider virgin network? I wonder if this is linked to the network upgrade from last week.

[Hayley_S]

Hello @Beige.

Sorry did you see my reply? Can you let me know if you can see the appointment on your account?

Many thanks,

[Beige]

Hi Hayley, I can see the appointment in my account for Saturday.

[Hayley_S]

Thank you for checking this for me @Beige.

Please do keep us updated on how this goes 🙂