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neil3083
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Message 1 of 18
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T3 Timeouts and Erratic Power Levels

Hey folks,

Internets been crap for the last few months (ever since summer kicked in)

Power levels are getting as high as 10-11Db DS / 38Db US and then randomly plummeting to -3Db DS / 51Db US.

Because of this I'm getting constant T3 timeouts and connection drops. I've checked every coupler/connector on the wire and everything's tight so I don't think that's the problem. The only thing I can think of is that the cables degraded over time as it's been installed since 2001 back on an old Telewest line.

Here my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/54a0bb0e093fb381fb1d47e0f486b7fe86b640e6-15-07-2021

 Any advice would be greatly appreciated.

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conman33158
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Message 2 of 18
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Re: T3 Timeouts and Erratic Power Levels

Could be a line fault mate as well as cable degradation, you could maybe do with a new pull but that would be up to Virgin. A good start would be to call it in and see what they say about your stats or you could upload your stats here and we can have a look 🙂

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

Do NOT log in, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.

Do not try to fit everything in one post! You can use more than one post for each configuration tab if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

If you want to call it in it's best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative.

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neil3083
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Message 3 of 18
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Re: T3 Timeouts and Erratic Power Levels

Downstream bonded channels

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

13310000004.640256 qam25
22510000004.440256 qam15
3259000000440256 qam16
42670000004.340256 qam17
52750000004.340256 qam18
62830000004.540256 qam19
72910000004.840256 qam20
82990000005.340256 qam21
9307000000540256 qam22
103150000004.840256 qam23
113230000004.940256 qam24
123390000004.540256 qam26
133470000004.540256 qam27
143550000004.540256 qam28
15363000000440256 qam29
163710000004.340256 qam30
173790000004.440256 qam31
18387000000440256 qam32
19395000000440256 qam33
20403000000440256 qam34
214110000003.940256 qam35
224190000003.540256 qam36
234270000003.540256 qam37
244350000003.240256 qam38



Downstream bonded channels

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

1Locked40.958129693
2Locked40.31220511787
3Locked40.31211622054
4Locked40.31152011743
5Locked40.3975412477
6Locked40.3863911099
7Locked40.374909844
8Locked40.3737718810
9Locked40.969009615
10Locked40.966559733
11Locked40.3601110161
12Locked40.9629410396
13Locked40.9528210820
14Locked40.9525910187
15Locked40.3516219899
16Locked40.3498510188
17Locked40.9500918736
18Locked40.983109984
19Locked40.981259573
20Locked40.383948500
21Locked40.385388446
22Locked40.984438226
23Locked40.9692615932
24Locked40.3566515571
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neil3083
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Message 4 of 18
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Re: T3 Timeouts and Erratic Power Levels

pstream bonded channels

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

14619998841.8512064 qam3
23939998341.5512064 qam4
35370000041.8512064 qam2
46030001241.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0060
3ATDMA0000
4ATDMA0020
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neil3083
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Message 5 of 18
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Re: T3 Timeouts and Erratic Power Levels

Network Log

Time Priority Description

16/07/2021 10:28:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:28:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:28:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:28:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:28:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:28:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:28:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:27:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:27:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:27:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 10:27:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 03:20:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 03:20:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 03:20:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 03:18:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 03:17:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 03:17:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 02:43:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 02:18:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 02:14:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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conman33158
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Message 6 of 18
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Re: T3 Timeouts and Erratic Power Levels

You have quite a lot of post RS Errors as well as the T3 Timeouts. Everything else looks fine. Try resetting the router and see how quickly the errors return. Please do the pinhole reset and not a software reset. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.
Please ensure that your WiFi network password is still readable on the Hub sticker before you do this or that you at least have a copy of your original network password.

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neil3083
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Message 7 of 18
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Re: T3 Timeouts and Erratic Power Levels

These are the power levels about an hour after doing the pinhole reset.

Downstream bonded channels

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

13310000009.540256 qam25
22510000009.140256 qam15
32590000008.940256 qam16
42670000009.140256 qam17
5275000000940256 qam18
62830000009.140256 qam19
72910000009.540256 qam20
82990000001040256 qam21
93070000009.540256 qam22
103150000009.540256 qam23
113230000009.840256 qam24
123390000009.540256 qam26
133470000009.640256 qam27
143550000009.540256 qam28
153630000009.140256 qam29
163710000009.440256 qam30
173790000009.140256 qam31
18387000000940256 qam32
193950000008.940256 qam33
204030000008.540256 qam34
214110000008.540256 qam35
224190000008.340256 qam36
234270000008.340256 qam37
244350000008.140256 qam38



Downstream bonded channels

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

1Locked40.300
2Locked40.350
3Locked40.900
4Locked40.360
5Locked40.370
6Locked40.300
7Locked40.350
8Locked40.300
9Locked40.350
10Locked40.900
11Locked40.930
12Locked40.950
13Locked40.960
14Locked40.960
15Locked40.300
16Locked40.360
17Locked40.350
18Locked40.350
19Locked40.350
20Locked40.300
21Locked40.340
22Locked40.950
23Locked40.9180
24Locked40.300

Upstream bonded channels

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

14620016139.2512064 qam3
23939997139.3512064 qam4
35370002439.3512064 qam2
46030002439.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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conman33158
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Message 8 of 18
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Re: T3 Timeouts and Erratic Power Levels

Your download power levels are a bit on the high side but still within spec. I'd ring Virgin and see what they stay, you would maybe need an engineer visit to sort out the power levels to a respectable level. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

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neil3083
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Message 9 of 18
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Re: T3 Timeouts and Erratic Power Levels

Hi, firstly thanks for all your help. Managed to get an engineer booked online coming today, feels like a miracle 😄

Unfortunately the connections gone to pot again, power levels are the same but now I'm getting this:

Downstream bonded channels

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

1Locked40.965914088
2Locked40.9285484228
3Locked40.3267035106
4Locked40.9255773527
5Locked40.9200095382
6Locked40.9155794409
7Locked40.3117494071
8Locked40.9114025306
9Locked40.996674329
10Locked40.984504886
11Locked40.372003600
12Locked40.360713263
13Locked40.956794043
14Locked40.351603160
15Locked40.349243627
16Locked40.945423272
17Locked40.939432836
18Locked40.333893339
19Locked40.932892022
20Locked40.926903090
21Locked40.325981990
22Locked40.932581824
23Locked40.329981698
24Locked40.330372646

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00130
2ATDMA00280
3ATDMA00100
4ATDMA0050

Network Log

Time Priority Description

17/07/2021 00:50:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:50:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:50:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:50:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:50:32criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:42:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:23:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:23:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:23:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:11:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:11:13criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:11:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:10:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:10:52criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:07:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:07:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 23:56:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 23:56:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 23:56:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 23:56:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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conman33158
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Message 10 of 18
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Re: T3 Timeouts and Erratic Power Levels

Definitely something going on mate, hopefully the engineer gets you sorted. Keep us updated 🙂

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