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dominus181
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T3 Timeouts and connection rebooting.

Hi all,

I've been experiencing frequent, intermittent, connection dropouts from my Hub 3 broadband connection during the last couple of weeks.  The dropouts will happen most days at least once, sometimes repeatedly, for a period of time and then eventually stabilise.  Hub loses connection, the status light turns white and then goes through the reconnection cycle.

I've tried contacting VM customer service, but have had the call 'dropped' on me when I appeared to reach the limit of the advisor's knowledge, so have yet to find a resolution.

In case it's relevant, the incoming line from outside was repaired last year by VM (it has a VM cable joiner on it).

I would love someone from VM to reach out, please, but all advice welcome.

Hub 3 is in Modem only mode, I've tried power off & reset, and have reset the router that the Hub is connected to.  Here are the status logs taken yesterday from the Hub:

 

Network Log:

Time

Priority

Description

25/09/2020 07:16:1

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

25/09/2020 07:15:59

Warning!

Lost MDD Timeout;CM-MAC=xxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;

25/09/2020 07:15:54

Warning!

RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

25/09/2020 07:15:54

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

25/09/2020 07:15:54

Warning!

RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

25/09/2020 07:15:54

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

25/09/2020 07:15:53

Warning!

RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:29

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

21/09/2020 19:17:48

Warning!

RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

18/09/2020 15:18:6

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

18/09/2020 06:09:37

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

16/09/2020 05:11:31

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

14/09/2020 02:12:18

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx:4b;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

12/09/2020 02:30:56

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 14:12:17

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:28

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 05:41:59

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 21:43:4

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

30/08/2020 12:49:32

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 04:50:58

critical

No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

 

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dominus181
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Re: T3 Timeouts and connection rebooting.

Upstream bonded channels:

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

4.775

5120

64 qam

2

2

53700000

5

5120

64 qam

1

3

39400000

4.65

5120

64 qam

3

4

32600000

4.6

5120

64 qam

4

 

 

Upstream bonded channels:

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Downstream bonded channels:

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

202750000

2

40

256 qam

9

2

138750000

2.9

43

256 qam

1

3

146750000

3

43

256 qam

2

4

154750000

2.7

43

256 qam

3

5

162750000

2.5

43

256 qam

4

6

170750000

2.7

43

256 qam

5

7

178750000

2.5

43

256 qam

6

8

186750000

2.4

43

256 qam

7

9

194750000

2.2

43

256 qam

8

10

210750000

1.7

40

256 qam

10

11

218750000

1.5

40

256 qam

11

12

226750000

1

40

256 qam

12

13

234750000

1

40

256 qam

13

14

242750000

0.9

40

256 qam

14

15

250750000

1

40

256 qam

15

16

258750000

1

40

256 qam

16

17

266750000

1

40

256 qam

17

18

274750000

1.2

40

256 qam

18

19

282750000

1

40

256 qam

19

20

290750000

0.7

40

256 qam

20

21

298750000

0.7

40

256 qam

21

22

306750000

0.7

40

256 qam

22

23

314750000

0.2

40

256 qam

23

24

322750000

0.2

40

256 qam

24

 

 

 

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dominus181
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Message 3 of 13
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Re: T3 Timeouts and connection rebooting.

Downstream bonded channels:

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

4

0

2

Locked

43.3

5

0

3

Locked

43.3

5

0

4

Locked

43.3

5

0

5

Locked

43.3

4

0

6

Locked

43.3

5

0

7

Locked

43.3

5

0

8

Locked

43.3

5

0

9

Locked

43.3

5

0

10

Locked

40.3

5

0

11

Locked

40.9

5

0

12

Locked

40.3

7

0

13

Locked

40.9

5

0

14

Locked

40.9

0

0

15

Locked

40.9

4

0

16

Locked

40.9

5

0

17

Locked

40.9

4

0

18

Locked

40.9

5

0

19

Locked

40.3

5

0

20

Locked

40.9

5

0

21

Locked

40.9

6

0

22

Locked

40.9

5

0

23

Locked

40.9

6

0

24

Locked

40.9

4

0

 

Primary Downstream Service Flow

SFID

578804

Max Traffic Rate

230000061

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

578803

Max Traffic Rate

22000061

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

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MikeRobbo
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Message 4 of 13
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Re: T3 Timeouts and connection rebooting.

Your Hub data looks OK. Someone else will need to check the Network Log.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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dominus181
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Message 5 of 13
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Re: T3 Timeouts and connection rebooting.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aaae60a00d1dd2032f78bd5177d8d28992... 

 

Took me a few to unlock ICMP pings on the router.  Should be working now.

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dominus181
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Message 6 of 13
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Re: T3 Timeouts and connection rebooting.

Screenshot 2020-09-29 at 20.17.17.png

Here's the last 24 hours.  I noticed 2 hub reconnections in that time, but the graph suggests 3, maybe 4.

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dominus181
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Re: T3 Timeouts and connection rebooting.

Screenshot 2020-09-30 at 23.08.10.png

And here's today.  Many more drop outs today.  At 10am the connection dropped repeatedly for about 10minutes.

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dominus181
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Message 8 of 13
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Re: T3 Timeouts and connection rebooting.

Screenshot 2020-10-01 at 08.27.36.png

Posted the wrong graph.  Here's yesterday.

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dominus181
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Message 9 of 13
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Re: T3 Timeouts and connection rebooting.

Finally managed to speak to a VM tech support advisor who has decided that the hub needs replacing.  

I know people have had mixed success with this.   Would be interested to hear if this has actually worked for anyone when their hub has been dropping connections.

This morning I've been experiencing several dropouts already.

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dominus181
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Message 10 of 13
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Re: T3 Timeouts and connection rebooting.

A quick update.  

Somewhat as expected, the new Hub arrived yesterday and was stable for about 24 hours.   Today it was stable for most of the day (usage was relatively low),  the connection has now just dropped twice in 15 minutes.  Same issue.  Connection dropped, then hub renegotiates.

Will upload the network log from the Hub and a graph snapshot shortly.    The graph link is still active.

Any thoughts on this would be most appreciated.  Will try calling VW again.

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