Regular outages - T3 timeouts

[Benmorgan86uk]

I am currently experiencing fairly regular loss of service at home. Running speed test regularly gets me a good speed usually, then occasionally won't respond at all. I have checked the router logs and am seeing the T3 timeout message on my router. In line with other posts, I believe some power outputs etc. are required:

Downstream:

Upstream:

Desparate to try and get this fixed as it's causing all kinda of problems with VOIP calls etc.

• Can anyone help me out of this madness?

 

[jpeg1]

It's difficult to read those images. Can you copy and paste the data as text please. 

[Benmorgan86uk]

Downstream bonded channels

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

1 323000000 2.9 34 256 qam 24

2 139000000 1.9 36 256 qam 1

3 147000000 1.9 35 256 qam 2

4 155000000 1.7 35 256 qam 3

5 163000000 2 35 256 qam 4

6 171000000 2.2 35 256 qam 5

7 179000000 2.5 35 256 qam 6

8 187000000 2.4 35 256 qam 7

9 195000000 2.4 35 256 qam 8

10 203000000 2.2 35 256 qam 9

11 211000000 2.4 35 256 qam 10

12 219000000 2.2 35 256 qam 11

13 227000000 2.2 35 256 qam 12

14 235000000 2.4 35 256 qam 13

15 243000000 2.7 35 256 qam 14

16 251000000 2.4 35 256 qam 15

17 259000000 2.4 35 256 qam 16

18 267000000 2.5 35 256 qam 17

19 275000000 2.4 35 256 qam 18

20 283000000 2.2 35 256 qam 19

21 291000000 2.5 34 256 qam 20

22 299000000 2.9 34 256 qam 21

23 307000000 2.5 34 256 qam 22

24 315000000 2.5 34 256 qam 23

Downstream bonded channels

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

1 Locked 34.4 59337069 0

2 Locked 36.3 8754163 0

3 Locked 35.7 13742424 0

4 Locked 35.7 15916692 0

5 Locked 35.7 12889154 0

6 Locked 35.7 11570875 0

7 Locked 35.7 11725190 181

8 Locked 35.7 14435734 0

9 Locked 35.7 16601846 0

10 Locked 35.7 22928512 0

11 Locked 35.5 28239156 0

12 Locked 35.5 29943036 0

13 Locked 35.5 26810712 0

14 Locked 35.5 26975335 0

15 Locked 35.7 22614689 0

16 Locked 35.5 22410573 0

17 Locked 35 29778333 0

18 Locked 35 28027024 0

19 Locked 35 28926971 0

20 Locked 35 28354803 0

21 Locked 34.9 36774686 0

22 Locked 34.9 57144596 0

23 Locked 34.9 39268939 0

24 Locked 34.9 47626762 0

Upstream bonded channels

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

1 49600000 47.3 5120 64 qam 1

2 43099985 47.3 5120 64 qam 2

3 23600025 47 5120 64 qam 5

4 30100000 46.8 5120 64 qam 4

5 36599986 47 5120 64 qam 3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 17 0

2 ATDMA 0 0 10 0

3 ATDMA 0 0 14 0

4 ATDMA 0 0 15 0

5 ATDMA 0 0 11 0

Right now it is working and when it goes down, it usually stops for about 10-20 seconds, but that's usually long enough to end a Teams call or WhatsApp, so a smidge irritating.

[Client62]

The Downstream Pre RS Errors are very high that is far from normal.

Check for a local issue on 0800 561 0061

[Benmorgan86uk]

Just called the number and there are no service issues in my area, I remember when I cancelled last I was having this and they were looking at changing amplifiers etc.

I'll be honest, just trying to build up the patience to call support, but trying to get an idea of what I am asking for as I can't stand the idea of resetting the router etc. for the umpteenth time in the last 2-3 weeks.

[Steven_L]

Hey Benmorgan86uk,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection, I have looked into your issues on our system and can see that you have arranged a technician appointment to resolve the issues. Please let us know how the technician visit goes.

Kind Regards,

Steven_L
 

[Benmorgan86uk]

Will do, I am trying to capture screenshots of the router stats fairly regularly as I am seeing Post RS Errors on different channels, I have also hooked the router up to a temporary zabbix install to monitor the router ping.

Seemed to start when my neighbour was connected to the same drop point outside my house, kinda wish they would just fix her cobra cable (these T3 timeouts are why I left Virgin originally 4+ years ago).

I will update Thursday/Friday with the latest.

[Benmorgan86uk]

Apologies for the lack of response.

Had an engineer out, he's changed some bits, seemed to be a bit better for a bit (albeit after I separated the 2.4Ghz and 5Ghz wireless SSIDs)

Still getting the occasional shocking speeds (20mb down, 16mb up on a 250 line) or it simply not working at all. Got a call tomorrow with another team in Virgin so we'll see how that goes.

Apparently should be expecting a new cobra cable pulled (next door neighbours is broken so we share - I was not consulted about this, and this is where the problems started) but the drop tap outside is full so that'll be interesting

I'm outside of my cooling off period now so I'm in it for the long haul now I guess.

Next step for me after this call is to put the router into modem mode and attach a different router to the end of it, after that, I have no idea.

Feeling a bit fed up with it to be honest, never thought I'd miss my 40/10 BT connection

[lotharmat]

---

@Benmorgan86uk wrote:

Apologies for the lack of response.

Next step for me after this call is to put the router into modem mode and attach a different router to the end of it, after that, I have no idea.

That's what I would do! (Have done - Not looked back)

[Benmorgan86uk]

Need to convince the wife to buy another router, bridged the subject yesterday and her response was akin to "why do we need to buy a router because of the lack of service"

Hard to argue with that retort other than to say "because it rules out everything I can then"

It does mean spending money to find out that either it doesn't fix the issue so it's a complete waste of money, or the SuperHub 3 we have isn't sufficient and it really should be replaced by Virgin as part of their provision.