Very high T3 timeouts - Dropping internet/low upload speeds

[fjama13]

Hi,

Had issues with my virgin media broadband before and getting the hub 5 has been a godsend up til a couple of days ago when I noticed the upload speeds dropped dramatically and the connection periodically drops. I have looked at the router status and I have a very high number of T3 timeouts on the upstream channels - 174 timeouts on the 4th upstream channel (in bold). My neighbours have also reported similar issues with their upload speed so I think the issue is with the cab we are connected to.

I keep hitting a wall when I call up so can a senior engineer assist with this, please? I ask this as I reported this issue before and the engineer that came around said they were aware of an upstream problem and the cabinet is being looked into  - no fault reference number provided and probably bluffed to go to his next job. 

BQM graph for the 22nd when the issue started occurring - https://www.thinkbroadband.com/broadband/monitoring/quality/share/63aec9592148939ee92bc0e80243fe31b3...

BQM live - https://www.thinkbroadband.com/broadband/monitoring/quality/share/20fec4ae8ea479b397fce22246a50bc8c7...

My router status information is below

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	36.8	5120	QAM 64	1
1	43100000	36.3	5120	QAM 64	2
2	36600000	36.3	5120	QAM 64	3
3	30100000	35.8	5120	QAM 64	4
4	23600000	35	5120	QAM 64	5

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	1	0	0
1	ATDMA	0	1	7	0
2	ATDMA	0	1	2	0
3	ATDMA	0	1	6	0
4	ATDMA	0	1	176	1

[fjama13]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	8.8	40	QAM 256	25
2	275000000	7.5	39	QAM 256	18
3	283000000	7.9	39	QAM 256	19
4	291000000	8.6	40	QAM 256	20
5	299000000	8.9	40	QAM 256	21
6	307000000	8.9	40	QAM 256	22
7	315000000	8.7	40	QAM 256	23
8	323000000	8.9	40	QAM 256	24
9	339000000	9	40	QAM 256	26
10	347000000	9.3	40	QAM 256	27
11	355000000	9.5	40	QAM 256	28
12	363000000	9.4	40	QAM 256	29
13	371000000	9.3	40	QAM 256	30
14	379000000	9.7	40	QAM 256	31
15	387000000	9.4	40	QAM 256	32
16	395000000	9	40	QAM 256	33
17	403000000	8.3	40	QAM 256	34
18	411000000	8	40	QAM 256	35
19	419000000	7.8	40	QAM 256	36
20	427000000	7.6	40	QAM 256	37
21	435000000	8.2	40	QAM 256	38
22	443000000	8.2	40	QAM 256	39
23	451000000	7.8	40	QAM 256	40
24	459000000	7.3	41	QAM 256	41
25	467000000	7.1	40	QAM 256	42
26	475000000	7.2	41	QAM 256	43
27	483000000	7.2	40	QAM 256	44
28	491000000	7.3	40	QAM 256	45
29	499000000	7.5	40	QAM 256	46
30	507000000	7.4	41	QAM 256	47
31	515000000	7.2	41	QAM 256	48

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	0	0
2	Locked	39	2	0
3	Locked	39	1	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	2	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	40	1	0
13	Locked	40	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	40	2	0
19	Locked	40	1	0
20	Locked	40	1	0
21	Locked	40	1	0
22	Locked	40	0	0
23	Locked	40	1	0
24	Locked	41	2	0
25	Locked	40	2	0
26	Locked	41	0	0
27	Locked	40	3	0
28	Locked	40	3	0
29	Locked	40	0	0
30	Locked	41	0	0
31	Locked	41	3	0

[fjama13]

Network Log from Hub 5 Router

Time	Priority	Description
25-11-2022 21:01:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-11-2022 21:01:05	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-11-2022 19:52:59	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-11-2022 19:52:59	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-11-2022 11:30:23	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 20:18:25	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 20:18:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 19:17:02	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 19:17:02	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 19:16:38	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 19:16:38	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 11:48:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 11:13:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 11:13:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 10:06:52	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2022 10:06:52	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 15:02:02	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 14:46:21	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 14:46:21	warning	Dynamic Range Window violation
23-11-2022 14:04:26	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 13:43:47	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 13:43:47	warning	Dynamic Range Window violation
23-11-2022 11:12:02	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:02:35	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:02:35	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:02:05	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:02:05	warning	Dynamic Range Window violation
23-11-2022 11:02:05	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:02:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:02:01	notice	REGISTRATION COMPLETE - Waiting for Operational status
23-11-2022 11:02:01	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2022 11:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[fjama13]

Hi,

Can someone from Virgin media take a look at this, please? I am now getting some packet loss affecting my ability to work from home.

The number of T3 timeouts has increased significantly (especially on the 4th upstream channel). I have restarted and made sure the coaxial cable is firmly screwed in (finger tight)

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	1	0	0
1	ATDMA	0	1	7	0
2	ATDMA	0	1	2	0
3	ATDMA	0	1	6	0
4	ATDMA	0	1	411	1

I think this requires an engineer visit.

When I use the virgin media service checker I get this:

Can you advise what the issue is, the fault reference number and when it will be fixed, please?

[Arissa_H]

Hi Fjama13. 

Welcome back to forum, thank you for posting once again. 

Sorry to see you are still having issues with your Broadband. 

I have had a look at our systems and it shows there is an outage, which will be fixed by 29th November 2022. Your outage type is SNR (signal noise ratio), your ticket number is F010286318.  

You can also call this number 👉 0800 561 0061 this will give you an update on your outage. 

Please let us know how you get on? Let us know if you need help with anything else we would love to help. 😊. 

Thank you. 

[fjama13]

Hi,

Excellent thanks for letting me know. Hopefully it gets fixed soon

[fjama13]

Hi,

The number of T3 timeouts has increased considerably. When I check the service status online or by phone, there is no mention of the issue. But I am getting a significant number of T3 timeouts. Can you advise if the issue is being looked into? Is it possible for an engineer to be sent out to take a look, please? I am getting over 1000 T3 timeouts

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	36.8	5120	QAM 64	1
1	43100000	36.3	5120	QAM 64	2
2	36600000	36.3	5120	QAM 64	3
3	30100000	35.8	5120	QAM 64	4
4	23600000	35	5120	QAM 64	5

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	1	0	0
1	ATDMA	0	1	0	0
2	ATDMA	0	1	0	0
3	ATDMA	0	1	0	0
4	ATDMA	0	1	1292	0

[fjama13]

Hi,

I have posted several times about this issue to no avail, and frankly, this is unacceptable. As shown in the earlier posts on this thread, my broadband is experiencing problems, and the information from the hub shows this. When the power of the line is out of spec, or a user is getting a high number of T3 timeouts on some posts, an engineer is sent without hesitation, but in my case, I am still chasing for an update.

Moreover, when I call the service status line, they say there are no issues in my area. I am tired of constantly chasing when my service is being degraded. Can a person from the VM forum team please respond and arrange for an engineer to come out to investigate, as you would agree that anyone getting T3 timeout in the hundreds would incident that there is an issue with the person's broadband?

If this fails, I will complain, as this is frankly unacceptable. I understand that getting help on here is no instant, but I have created several threads over the last six months advising of upstream issues and a high number of T3 timeouts and nothing was done to resolve this.

[Ilyas_Y]

Hey @fjama13, thanks for reaching back out to us on the forums.

I'm sorry to hear about the issue with the services 😞
I've had a look for you and I can see that there is an SNR issue in the area affecting the services.
Because of this - if we were to book an engineer, it would be cancelled by the system automatically with no option for manual override due to the network issue causing the problem.

The estimated repair time for this is for the 16th December 2022 at around 10am.
We can check back then to see how the status of the services are.

Kind regards,
Ilyas.

[fjama13]

I've had an email alert to advise it's been resolved. But the number of T3 timeouts is in the hundreds. Frankly unacceptable. Can this be escalated please? The upstream channels has a modulation of 16QAM. Frankly this is causing a loss in service as the upload speeds is below the minimum threshold stated in the contract.

Upstream bonded channels

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

0	49600000	36.8	5120	QAM 16	1
1	43100000	36.3	5120	QAM 16	2
2	36600000	36.3	5120	QAM 16	3
3	30100000	35.3	5120	QAM 16	4
4	23600000	35.3	5120	QAM 16	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1082	0