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disconnections and timeouts many T3 Critical errors

sardine
Tuning in

friend across the street having same issues and VM visiting her today

25-08-2023 11:32:51criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 11:30:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 11:30:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 11:30:51critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:56:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:55:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:55:11criticalReceived 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;
25-08-2023 10:51:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:50:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:50:11criticalReceived 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;
25-08-2023 10:47:11warningDBC-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;
25-08-2023 10:46:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:46:11errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:46:08warningDBC-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;
25-08-2023 10:45:08errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:45:05warningDBC-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;
25-08-2023 10:45:05noticeUS 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;
25-08-2023 10:44:42warningDBC-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;
25-08-2023 10:44:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:44:36criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:43:41errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:43:39warningDBC-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;
25-08-2023 10:42:38errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:42:36noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:42:36warningDBC-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;
25-08-2023 10:42:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:42:32criticalReceived 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;
25-08-2023 10:39:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:37:16critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:37:16criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:31:46criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-08-2023 10:31:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9 REPLIES 9

sardine
Tuning in

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12270000004.141QAM 25612
21390000004.741QAM 2561
31470000004.741QAM 2562
41550000004.741QAM 2563
51630000004.941QAM 2564
6171000000541QAM 2565
71790000004.841QAM 2566
81870000004.641QAM 2567
91950000004.641QAM 2568
102030000004.241QAM 2569
112110000004.141QAM 25610
122190000004.141QAM 25611
132350000004.241QAM 25613
142430000004.241QAM 25614
152510000004.442QAM 25615
162590000004.641QAM 25616
172670000004.641QAM 25617
182750000004.741QAM 25618
19283000000542QAM 25619
20291000000542QAM 25620
212990000004.742QAM 25621
223070000004.642QAM 25622
233150000004.242QAM 25623
243230000003.741QAM 25624
253310000003.141QAM 25625
26339000000341QAM 25626
273470000002.741QAM 25627
283550000002.341QAM 25628
293630000002.441QAM 25629
303710000002.341QAM 25630
313790000002.341QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4182295
2Locked413244184134
3Locked41206551195
4Locked411711178
5Locked411591900
6Locked411136142
7Locked411090122
8Locked41999128
9Locked41918123
10Locked411060140
11Locked41106852
12Locked4194612
13Locked4188112
14Locked4191866
15Locked4291512
16Locked41102642
17Locked411075107
18Locked411092142
19Locked421843127
20Locked42200012
21Locked42130476
22Locked42124313
23Locked42157879
24Locked4120265
25Locked41220257
26Locked41246468
27Locked41253060
28Locked41294814
29Locked41314349
30Locked4131580
31Locked41339068

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000505120QAM 641
14310000049.85120QAM 642
236600000495120QAM 643
330100000485120QAM 644
423600000475120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

WorstISP
Up to speed

I'm facing the same issues in the Swiss Cottage area. I suggest you make a written complaint to Virgin about this, because it's affecting lots of customers at the moment, not just you.

Those T3 errors are due to poor signal between the ONU (the white box on the wall), and the OLT. This could be due to noise or interference on the line.

The ONU connects to the OLT through something called a "splitter", which is basically a device that "splits" optical signals from one fibre-optic cable down to several fibre-optic cables. The energy from the signal is divided between the downstream lines it splits out to. My theory is that Virgin have been over-splitting, and connecting too many ONUs to the same shared PON-ports on the OLT. (Disclaimer, this really is just a theory, I have no evidence aside from the same T3 errors you have, and the knowledge that my issues started after Virgin were working on the OLT in my area).

The CPE (That's the industry term for the black box that Virgin call "the hub") is not the source of your problems. Any "fixes" or "advice" they give about resetting the hub, restarting, replacing, etc is a sign that they are not actually investigating the issue. Humour them but don't accept these "fixes".

WorstISP
Up to speed

Also, the ONU serial number is unique to your home, as is the MAC address and the serial number of your CPE. Since these values could be used to identify you, this could be considered "personal data", and I would argue that Virgin must provide any event logs relating to these values when asked for them through a "Subject Access Request". They may help prove that there are faults in your service if you were to take a complaint to Ofcom.

Some of the logs on the OLT will reference these values, and it's likely that Virgin are collecting these OLT logs in a log management system for long term storage, but the OLT will have them for a shorter duration.

Therefore, you could make a subject access request for:
"All logs and records of events relating to the CPE and ONU in my home, that my internet service is provided to. These logs are available through syslog on the OLT my line connects to, and whatever long-term log storage systems syslog transfers them to".

You can make a Subject Access Request (SAR) here: https://www.virginmedia.com/help/dsar
You can make a formal complaint to Virgin here: https://www.virginmedia.com/help/complaints (Scroll down to "How to make a complaint via web form", don't waste your time with the chat).

In both cases, make sure you keep a record of your complaint before you submit. Virgin media have deliberately chosen to provide a web-form rather than an email address, which unfortunately deprives you of proof of submission. They do not provide a copy of your complaint, so you should ask for a copy of your complaint in your SAR.

Client62
Legend

This as a service noise fault if the error counts are still rising.

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4182295
2Locked413244184134
3Locked41206551195
4Locked411711178
5Locked411591900
6Locked411136142
7Locked411090122
8Locked41999128
9Locked41918123
10Locked411060140
11Locked41106852
12Locked4194612
13Locked4188112
14Locked4191866
15Locked4291512
16Locked41102642
17Locked411075107
18Locked411092142
19Locked421843127
20Locked42200012
21Locked42130476
22Locked42124313
23Locked42157879
24Locked4120265
25Locked41220257
26Locked41246468
27Locked41253060
28Locked41294814
29Locked41314349
30Locked4131580
31Locked41339068

Hi @sardine thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

We've ran some checks and at the time of writing, there are no issues on the line so how have things been over the bank holiday weekend, is this all now resolved for you?

Many thanks

Tom_W

As far as i can tell seems ok but concerned that when the weather is bad so is the connection

 the errors above rising is a concern as is our phone line which crackles all the time like a badly tuned radio

Thanks for coming back to us sardine, the weather should have no affect on your connection speeds and stability. 

I would be able to arrange a technician visit to assist with your land line issues, would you like me to get this arranged for you? 

Kind Regards,

Steven_L 

Yes please

 also can my connection to the green box be checked as the house across from me the tech who came the other day was very annoyed at the mess in the green box with cables loose and not connected to the correct houses. I believe he’s looking into which previous tech was there and why such a mess

 

my logs are awful just full of critical t3 and netflix has sporadic buffering on a 1tb connection 

Network Log

Time Priority Description
31-08-2023 21:00:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 21:00:58criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 21:00:58critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 21:00:25critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 21:00:25criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 21:00:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:59:48critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:59:48criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:59:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:59:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:59:11criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:59:11critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:58:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:58:36criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:58:36critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:58:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:58:08critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:58:08criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:57:40critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:57:40criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:57:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:57:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:57:14critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:57:14criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:56:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:56:42critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:56:42criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:56:08criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:56:08critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:56:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:55:42critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 20:55:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thanks for coming back to us sardine, I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L