Issues with T3 timesouts and post RS errors

[Simondx1]

Hi

Whilst my general browsing experience is OK, I've noticed that I'm getting regular problems using MS Teams - regular freezes, calls disconnected and warning about poor network.  I've checked my hub and there are a number of issues I'd appreciate some advice on.

Upstream - ongoing T3 timeouts:

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

1	39400034	45.8	5120	64 qam	4
2	60300000	46	5120	64 qam	1
3	46200000	45.8	5120	64 qam	3
4	53700020	46	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0

Downstream is showing high Post RS errors:

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

1	203000000	9.4	40	256 qam	9
2	211000000	9.4	38	256 qam	10
3	219000000	9.5	40	256 qam	11
4	227000000	9.6	38	256 qam	12
5	235000000	10	38	256 qam	13
6	243000000	10	38	256 qam	14
7	251000000	10	40	256 qam	15
8	259000000	10.5	38	256 qam	16
9	267000000	10.6	38	256 qam	17
10	275000000	11	40	256 qam	18
11	283000000	10.9	38	256 qam	19
12	291000000	11	40	256 qam	20
13	299000000	11.1	38	256 qam	21
14	307000000	11.3	40	256 qam	22
15	315000000	11.4	40	256 qam	23
16	323000000	11.4	38	256 qam	24
17	331000000	11.5	40	256 qam	25
18	339000000	11.6	40	256 qam	26
19	347000000	11.8	38	256 qam	27
20	355000000	11.4	40	256 qam	28
21	363000000	11.6	38	256 qam	29
22	371000000	11.3	38	256 qam	30
23	379000000	11.5	38	256 qam	31
24	387000000	11	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	273995	80647
2	Locked	38.9	267443	65340
3	Locked	40.3	264861	56153
4	Locked	38.9	252611	54466
5	Locked	38.9	242766	48462
6	Locked	38.9	223680	30010
7	Locked	40.3	198137	21650
8	Locked	38.9	177922	18762
9	Locked	38.9	198239	28958
10	Locked	40.3	147299	19395
11	Locked	38.9	119712	6280
12	Locked	40.3	82937	4208
13	Locked	38.9	85423	11985
14	Locked	40.3	62150	8196
15	Locked	40.3	62141	1904
16	Locked	38.9	49211	1144
17	Locked	40.3	43226	997
18	Locked	40.3	28296	544
19	Locked	38.9	33113	760
20	Locked	40.3	26978	632
21	Locked	38.9	34413	903
22	Locked	38.9	30558	1375
23	Locked	38.9	35229	1945
24	Locked	40.3	18249	626

I've tried rebooting the hub on numerous occasions and the problem persists.  Are these numbers OK?  Thought it better to check here before calling customer support...

Thanks in advance

Simon

[jbrennand · Accepted solution]

Yes you have a problem on the connection - most of the down channels power levels are out of spec (+10dBmV is the recommended maximum 0dBMv is optimal) It will need a Tech visit to adjust these.

In the meantime.....
-----------------------------------------------

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the PostRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Robert_P]

Hello Simondx1

Sorry to hear of the broadband connection issues but thank you for posting all of the details and information to help us diagnose the issues, we also appreciate you raising this via the forums.

As JBennand has advised, there are issues with the downstream power levels, this will require a technicians visit and I will send you a Private Message to get some more details from you to arrange this.

Thanks

Rob

[Robert_P]

Thanks for confirming the details Simondx1, I have arranged a visit for the next available appointment. You can find the details of the visit here, There will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Rob