Upstream noise, connection drops, no internet, t3 timeouts

[olo12345]

My internet keeps dropping. It is happening every evening since three days.
Please it needs urgent attention as I am working from home, thanks.

Looks like my upstream channels are appearing and disappearing and changing between 64 qam modulation and 32 qam modulation. Only 3 channels showing, loads of T3 timeouts. Restarting hub doesn't help.

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

1	60300000	48	5120	64 qam	9
2	53700000	48.5	5120	64 qam	10
3	46200000	48	5120	32 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	7	0
3	ATDMA	0	0	29	1

Constant t3 timeouts in network log:

Time Priority Description
08/07/2021 01:25:22 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:25:21 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:25:1 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:25:1 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:24:22 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:24:21 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:24:2 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:24:1 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:23:2 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:23:1 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:22:42 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:22:42 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:22:22 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:22:22 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:21:42 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:21:42 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:21:22 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:21:22 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:21:2 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 01:21:2 critical Unicast Ranging Received Abort Response - initializing MAC;;CM-QOS=1.1;CM-VER=3.0;

BQM Link:

Looks pretty bad

https://www.thinkbroadband.com/broadband/monitoring/quality/share/064000a3eeb28bbe529f8bd168a4f941bc5bc082

[olo12345]

Downstream bonded channels

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

1	402750000	-0.2	40	256 qam	25
2	202750000	0.4	38	256 qam	9
3	210750000	0	40	256 qam	10
4	218750000	0.4	38	256 qam	11
5	226750000	-0.5	38	256 qam	12
6	234750000	-0.5	38	256 qam	13
7	242750000	-1.2	38	256 qam	14
8	250750000	0.4	38	256 qam	15
9	258750000	0.2	40	256 qam	16
10	266750000	0.5	40	256 qam	17
11	274750000	0.5	40	256 qam	18
12	282750000	0.7	40	256 qam	19
13	290750000	1	40	256 qam	20
14	298750000	1	40	256 qam	21
15	306750000	0.7	40	256 qam	22
16	314750000	0.2	40	256 qam	23
17	322750000	1.5	40	256 qam	24
18	410750000	0	40	256 qam	26
19	418750000	-0.2	38	256 qam	27
20	426750000	0	40	256 qam	28
21	434750000	0	40	256 qam	29
22	442750000	-0.2	40	256 qam	30
23	450750000	-0.9	38	256 qam	31
24	458750000	-0.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	1	0
2	Locked	38.9	8	0
3	Locked	40.3	3	0
4	Locked	38.6	3	0
5	Locked	38.6	1	0
6	Locked	38.9	5	0
7	Locked	38.9	2	0
8	Locked	38.9	5	0
9	Locked	40.3	1	0
10	Locked	40.3	8	0
11	Locked	40.3	5	0
12	Locked	40.9	0	0
13	Locked	40.3	4	0
14	Locked	40.3	14	0
15	Locked	40.3	7	0
16	Locked	40.3	1	0
17	Locked	40.3	0	0
18	Locked	40.3	5	0
19	Locked	38.9	8	0
20	Locked	40.3	5	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	38.9	5	0
24	Locked	38.9	4	0

[Z92]

Have you checked for areas outages? It might just be a short term problem that is hopefully fixed in a few days.

[lotharmat]

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[Jodi_S]

Hi olo12345,

Welcome to our community and thanks for posting. Really sorry to hear that you're experiencing regular drop outs with your internet. We understand the frustration this causes especially when WFH.

As you post was a short while ago how have things been?

If your having issues you can log on to you online account here. If any issues are detected it will allow you to book a technicians visit. 

Kind regards Jodi. 

[olo12345]

Hello @Jodi_S, thank you for the response.

It was working fine one day, but looks like the problems are back now.

Service status only shows quick checks to resolve issue, which is pretty useless unfortunately.

I phoned 0800 561 0061 and the automated service says there is complex issue, however it doesn't say what the issue is or when it will be fixed. Would it be possible for you to check?

Also are our superhub power levels fine?

[Tudor]

I had ThinkBroadband graphs like yours, perhaps a little less “red”, for some weeks overnight when VM were looking at a similar problem to yours. 150 on the phone gave a similar message to the one you got. You just have to hand in there until it’s fixed.

[Kath_F]

Hi olo12345, 

I'm sorry to hear that the issues you have been having with your broadband are continuing. I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,