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Beige
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Connection Disconnects - T3 & T4 Timeout

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

TimePriorityDescription
15/07/2021 17:34:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:33:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:33:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:33:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:32:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:30:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:29:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:29:27Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:29:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:28:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:28:7Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:24:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:24:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:55criticalReceived 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 17:10:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:35criticalReceived 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 17:10:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:10:15criticalReceived 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.

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Beige
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Re: Connection Disconnects - T3 & T4 Timeout

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
12579992739.5512064 qam8



Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0070

 

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Beige
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Re: Connection Disconnects - T3 & T4 Timeout

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1387000000-2426256 qam32
2203000000-26.225256 qam9
3211000000-26.225256 qam10
4219000000-26.625256 qam11
5227000000-25.925256 qam12
6235000000-25.925256 qam13
7243000000-2725256 qam14
8251000000-25.725256 qam15
9259000000-25.925256 qam16
10267000000-25.925256 qam17
11275000000-25.925256 qam18
12283000000-24.826256 qam19
13291000000-26.125256 qam20
14299000000-24.526256 qam21
15307000000-24.926256 qam22
16315000000-24.926256 qam23
17323000000-25.325256 qam24
18331000000-24.226256 qam25
19339000000-25.825256 qam26
20347000000-24.926256 qam27
21355000000-2426256 qam28
22363000000-2526256 qam29
23371000000-25.226256 qam30
24379000000-2426256 qam31



Downstream bonded channels

ChanneLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked26.92887842893597
2Locked25.700
3Locked25.600
4Locked25.316683781551606
5Locked25.500
6Locked25.800
7Locked25.100
8Locked25.800
9Locked25.600
10Locked25.616376281515440
11Locked25.616548941517897
12Locked26.412329451449087
13Locked25.400
14Locked2614833151495406
15Locked26.114720811492121
16Locked26.114638551488189
17Locked25.915907041501255
18Locked26.613481341324412
19Locked25.100
20Locked26.115759121491928
21Locked26.915028091033150
22Locked26.215506691479216
23Locked2616395671499962
24Locked26.815785011050531
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Andrew-G
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Message 4 of 14
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Re: Connection Disconnects - T3 & T4 Timeout

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!

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Hayley_S
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Re: Connection Disconnects - T3 & T4 Timeout

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.

Hayley
Forum Team



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Beige
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Message 6 of 14
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Re: Connection Disconnects - T3 & T4 Timeout

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

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
12580000040512064 qam8

 

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT2 TimeoutsT4 Timeouts
1ATDMA00130

 

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1387000000-10.935256 qam32
2203000000-11.235256 qam9
3211000000-11.235256 qam10
4219000000-11.535256 qam11
5227000000-11.235256 qam12
6235000000-11.235256 qam13
7243000000-11.934256 qam14
8251000000-1135256 qam15
9259000000-11.235256 qam16
10267000000-11.235256 qam17
11275000000-11.235256 qam18
12283000000-10.735256 qam19
13291000000-11.535256 qam20
14299000000-10.535256 qam21
15307000000-10.735256 qam22
16315000000-10.735256 qam23
17323000000-11.235256 qam24
18331000000-10.735256 qam25
19339000000-11.534256 qam26
20347000000-11.235256 qam27
21355000000-10.935256 qam28
22363000000-11.435256 qam29
23371000000-11.535256 qam30
24379000000-10.935256 qam31

 

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked35.566431881566808
2Locked35.534812851219080
3Locked3536334921273651
4Locked3557418123532007
5Locked3539291451366410
6Locked35.536001221305008
7Locked34.945553301529517
8Locked35.735830131147159
9Locked3538323831312069
10Locked3555953973371163
11Locked3557458443369703
12Locked35.549095952376340
13Locked3543706281419484
14Locked3553401992916658
15Locked35.553441412849350
16Locked35.553636192794263
17Locked3556853253111470
18Locked35.751980642086406
19Locked34.955661682126342
20Locked3557853312951857
21Locked35.552019861735553
22Locked35.557052112831010
23Locked35.559076423104534
24Locked35.754433961758198

 

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Beige
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Message 7 of 14
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Re: Connection Disconnects - T3 & T4 Timeout

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.

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Hayley_S
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Message 8 of 14
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Re: Connection Disconnects - T3 & T4 Timeout

Hello @Beige.

 

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

 

Many thanks,

Hayley
Forum Team



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Beige
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Message 9 of 14
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Re: Connection Disconnects - T3 & T4 Timeout

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

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Hayley_S
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Message 10 of 14
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Re: Connection Disconnects - T3 & T4 Timeout

Thank you for checking this for me @Beige.

 

Please do keep us updated on how this goes 🙂

Hayley
Forum Team



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