Random drop outs SH3 any solution?

[peteraguy]

Our SuperHub 3, keeps dropping out with messages in the log similar to these. It seems to be when there is more traffic, and it resolves itself in a few minutes, but is far from ideal when we are working from home

0/06/2021 16:09:17 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:09:3 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:05:27 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:05:27 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:05:2 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:04:35 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:03:58 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.0; 

Regards

Peter

[peteraguy]

The downstream power seems to change a lot when it is having an issue. The previous downstream values had a lot of negative numbers in it, now I refresh the page it is, which seems more normal. I have seen the lots of negatives more than once so not just a one off.

Downstream bonded channels

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

1	259000000	-1.5	40	256 qam	16
2	139000000	0.2	40	256 qam	1
3	147000000	0	40	256 qam	2
4	155000000	-0.2	38	256 qam	3
5	163000000	-0.5	40	256 qam	4
6	171000000	-0.2	40	256 qam	5
7	179000000	-0.5	40	256 qam	6
8	187000000	0.2	38	256 qam	7
9	195000000	0.2	40	256 qam	8
10	203000000	-0.9	38	256 qam	9
11	211000000	-1	38	256 qam	10
12	219000000	-1	40	256 qam	11
13	227000000	-1.4	40	256 qam	12
14	235000000	-1.2	40	256 qam	13
15	243000000	-1.2	40	256 qam	14
16	251000000	-1.2	40	256 qam	15
17	267000000	-1	40	256 qam	17
18	275000000	-1.5	40	256 qam	18
19	283000000	-1.2	40	256 qam	19
20	291000000	-1.2	40	256 qam	20
21	299000000	-0.9	40	256 qam	21
22	307000000	-1.2	40	256 qam	22
23	315000000	-1.2	40	256 qam	23
24	323000000	-1.4	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	50	104
2	Locked	40.3	36777	2609
3	Locked	40.9	1362	229
4	Locked	40.3	280	186
5	Locked	40.3	136	160
6	Locked	40.3	118	101
7	Locked	40.9	114	97
8	Locked	38.9	114	94
9	Locked	40.3	143	101
10	Locked	38.9	107	94
11	Locked	40.3	95	95
12	Locked	40.9	80	89
13	Locked	40.3	80	104
14	Locked	40.3	81	84
15	Locked	40.3	67	92
16	Locked	40.3	67	85
17	Locked	40.3	57	66
18	Locked	40.3	55	76
19	Locked	40.9	61	62
20	Locked	40.3	46	77
21	Locked	40.3	48	71
22	Locked	40.9	58	76
23	Locked	40.3	38	70
24	Locked	40.3	65	68

[peteraguy]

Thanks I have power cycled the modem and have a new pile of errors and some variable power levels. 

[peteraguy]

Hi Web service says no issue having run a test. I will try the phone number.

[peteraguy]

Phone number says no issues

[lotharmat]

Ok - Hang tight for a VM rep to pick this up!

[peteraguy]

Thanks for your help, I do appear to be collecting T3 timeouts like they are going out of fashion. Do you know what a T3 is trying to do?

It does seem to be more of an issue around lunch time and the late afternoon onwards

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	15	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[lotharmat]

There's a great guide to errors and their meanings here

[peteraguy]

Well the T3 timeouts are still a thing. Just went from 15 to 50 before the hub reset of its own accord and cleared the Upstream timeouts log. It would be nice if one of the VM people would contact me about this. 

[lotharmat]

They will - it can take a couple of days though.

The alternative is to battle on the phone and convince them that rising T3s are a problem.

Most CS reps have zero clue about anything technical!

You *can* try the following though:

You could call it in as a fault on 150
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[jbrennand]

I have flagged for VM to come here and take a look