Slow/Dropping Internet and T3 Timeouts

[Mike12341]

Since Friday morning seeing very slow internet (should be 200MB) to the point where web pages/videos/images when browsing are failing to load as well as very high ping while gaming.

Has been absolutely fine for years until now. Been running in Modem Mode but also tried back with just the super hub acting as Router and same problem. Checked Network Log and seeing a lot of T3 Timeouts (1 every ~5 mins).

Worth noting I checked service status with online checker in my account, which said no issues in my area. I then rang the phone service status checker which said there were issues in my postcode and engineers were currently looking into it.

Can someone confirm if the above is true and how long it'll take to resolve as there's people WFH during the week.

Super Hub VMDG490

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	298750000	Locked
Ranged Upstream Channel (Hz)	53700000	Success
Provisioning State	OK	Operational

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	298750000	266750000	274750000	282750000	290750000	306750000	314750000	322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	21	17	18	19	20	22	23	24
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	9.82	9.82	10.08	10.26	10.07	9.86	10.02	9.65
RxMER (dB)	39.40	38.26	38.61	38.61	39.40	39.40	39.40	39.40

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	10	12	11	9
Frequency (Hz)	53700000	39400000	46200000	60300000
Ranging Status	Success	Success	Success	Success
Modulation	16QAM	16QAM	16QAM	16QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	42.96	42.46	42.96	42.96
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	20	40	30	31
T4 Timeouts	0	0	0	0

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type	16QAM	QPSK	16QAM	32QAM	32QAM	16QAM
Differential Encoding	OFF	OFF	OFF	OFF	OFF	OFF
Preamble Length	36	384	384	64	64	64
Preamble Value Offset	396	6	6	396	396	396
FEC Error Correction (T)	0	5	5	8	12	5
FEC Codeword Information Bytes (K)	16	34	34	110	220	86
Maximum Burst Size	0	0	0	4	0	55
Guard Time Size	22	48	48	22	22	22
Last Codeword Length	Fixed	Fixed	Fixed	Shortened	Shortened	Shortened
Scrambler On/Off	ON	ON	ON	ON	ON	ON

Network Log

First Time	Last Time	Priority	Error Number	Description
10/07/2021 15:31:40 GMT	10/07/2021 15:31:40 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:31:39 GMT	10/07/2021 15:31:39 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:30:59 GMT	10/07/2021 15:30:59 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:30:58 GMT	10/07/2021 15:30:58 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:18:00 GMT	10/07/2021 15:18:00 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:11:21 GMT	10/07/2021 15:11:21 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:11:20 GMT	10/07/2021 15:11:20 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:10:20 GMT	10/07/2021 15:10:20 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:08:02 GMT	10/07/2021 15:08:02 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:08:00 GMT	10/07/2021 15:08:00 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:06:01 GMT	10/07/2021 15:06:01 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:04:21 GMT	10/07/2021 15:04:21 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 15:00:21 GMT	10/07/2021 15:00:21 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:57:23 GMT	10/07/2021 14:57:23 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:57:22 GMT	10/07/2021 14:57:22 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:50:28 GMT	10/07/2021 14:50:28 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:50:27 GMT	10/07/2021 14:50:27 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:50:26 GMT	10/07/2021 14:50:26 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:50:25 GMT	10/07/2021 14:50:25 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
10/07/2021 14:50:24 GMT	10/07/2021 14:50:24 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out

[lotharmat]

Downstream power looks too high - VM would likely need to book an engineer to rectify this!

Hang tight for a forum rep or call it in on 150 or 0345 454 1111

[Mike12341]

Thanks for checking that lotharmat.

I've now chatted with support over live chat and they have confirmed there's an issue in my area, and the service status page is now correctly showing this also. Was told the fix is due by 19th July which is a bit long to be waiting for but the service status page now suggests 5.30pm today so fingers crossed it resolves itself.

Will update this if it's still not resolved by then.

[lotharmat]

No worries! - Keep us posted!