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gcruick
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Intermittent internet disconnects - T3 time-out

I've running Virgin 350, with a superhub 3 in modem mode. I've got a netgear router in front of it. I've try chat support, but they wanted me to reset everything back to non modem mode. switch it on/off again etc. And would not listen to the error messages I was telling them...

I'm getting drop outs, for example 6 times yesterday, they happen even we we are all asleep, I can see from broadband quality monitor graphs.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/44bf2f1aa30a31f78dab1703a99f9a713d...

Is there anything I can do to fix this?

When this happens in the Network log of the router is says:

 

2018-12-25 18:23:31.00	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;
2018-12-25 18:24:16.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-25 19:29:59.00	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;
2018-12-25 19:30:50.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 02:33:25.00	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;
2018-12-26 02:34:17.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 18:36:37.00	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;
2018-12-26 18:37:30.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 19:55:57.00	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;
2018-12-26 20:21:08.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 21:07:41.00	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 21:07:41.00	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 21:07:50.00	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;
2018-12-26 21:08:40.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-26 22:40:59.00	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;
2018-12-26 22:41:49.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-27 01:48:43.00	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;
2018-12-27 01:49:34.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-27 04:21:10.00	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;
2018-12-27 04:22:02.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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gcruick
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Re: Intermittent internet disconnects - T3 time-out

Here are my connection stats:

Downstream

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

1299000000338256 qam21
23230000002.738256 qam24
33150000002.938256 qam23
43070000002.938256 qam22
52910000002.738256 qam20
62830000002.538256 qam19
72750000002.438256 qam18
82670000002.438256 qam17
92590000002.240256 qam16
102510000002.538256 qam15
112430000002.538256 qam14
122350000002.738256 qam13
132270000002.738256 qam12
142190000002.738256 qam11
152110000002.738256 qam10
162030000002.738256 qam9
171950000002.738256 qam8
18187000000338256 qam7
19179000000338256 qam6
20171000000338256 qam5
211630000002.740256 qam4
221550000002.740256 qam3
231470000002.740256 qam2
241390000002.740256 qam1

 

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

1Locked38.6120
2Locked38.6120
3Locked38.9130
4Locked38.940
5Locked38.9130
6Locked38.950
7Locked38.960
8Locked38.960
9Locked40.350
10Locked38.970
11Locked38.940
12Locked38.670
13Locked38.950
14Locked38.950
15Locked38.640
16Locked38.940
17Locked38.950
18Locked38.640
19Locked38.950
20Locked38.960
21Locked40.350
22Locked40.350
23Locked40.350
24Locked40.350

 

 

Up stream

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

12580000037.5512064 qam4
23940000037512064 qam2
33260000037.3512064 qam3
45370000036.8512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Deanstanley
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Message 3 of 8
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Re: Intermittent internet disconnects - T3 time-out

I have exactly the same issues quite frequently. It’s nothing to do with your end, it’s the service in your area. I have UniFi router connected.

Nothing listed in service status but my modem logs reports no ranging response and unicast errrors etc. 

You need to contact support and log fault.

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Tudor
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Re: Intermittent internet disconnects - T3 time-out

Stats are fine. What is interesting is the stats show no T3 & T4 errors, but the log messages do!

 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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gcruick
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Message 5 of 8
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Re: Intermittent internet disconnects - T3 time-out

Anyone from Virgin that can check from their side?

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Moderator (Retired) John_G
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Message 6 of 8
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Re: Intermittent internet disconnects - T3 time-out

Hi Gcruick,

I agree with Tudor, I've just checked your connection and can see no issues from here, including very very few T3s in the time your hub has been online (~4 days) 

Have you experienced any disconnections in that time?


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gcruick
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Message 7 of 8
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Re: Intermittent internet disconnects - T3 time-out

I've experienced quite a few modem loosing sync and resyncing - Green light flashing then purple.

Yesterday from both the modem logs, our experience and broadband quality monitor all confirm outages at:

09:17:05.00

17:53:49.00

18:12:33.00

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Moderator (Retired) Ralph_R
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Re: Intermittent internet disconnects - T3 time-out

Thanks for the update, I can 't see any obvious issues from this end, though sounds like a tech visit might be the best course of action.

I'll drop you a PM so we can make some arrangements.

Kind rgds

Ralph_R
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