vgarot
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WAN connection drops - T3 and T4 errors

Since a malfunction in my area yesterday (3648), my WAN connection has been pretty unstable and random disconnections are still observed

Modem is a Connect Box, in Bridge mode (Mainly because Ziggo do not allow the change of the modem IPv4 address)

Modem logs :

 

09/11/2021 22:31:4 notice LAN login Success;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS =1.1;CM-VER=3.0;
09/11/2021 21:27:32 Warning! RCS Partial Service;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 20:15:42 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:d3:XX;CMTS-MAC=00:01:5c:88:d8 :XX ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 20:14:46 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00 :01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 20:10:27 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx :xx ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 20:07:29 Warning! RCS Partial Service;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 20:04:1 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx :xx ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 20:03:6 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00 :01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:20 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx :xx ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:19 Warning! RCS Partial Service;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:18 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx :xx ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:18 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88: xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:17 critical Ranging Request Retries exhausted;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM- QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:17 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88: xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:59:17 critical Ranging Request Retries exhausted;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM- QOS=1.1;CM-VER=3.0;
09/11/2021 19:48:36 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx :xx ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:47:40 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00 :01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:43:38 critical No Ranging Response received - T3 timeout;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx :xx ;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:43:37 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88: xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:43:37 critical Ranging Request Retries exhausted;CM-MAC=e4:57:40:91:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM- QOS=1.1;CM-VER=3.0;

53 Reacties 53
vgarot
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Downstream data :

channel Frequency (Hz) power (dBmV) SNR (dB) modulation Channel ID
1 618000000 3.2 38 256 qam 3
2 626000000 2.2 38 256 qam 4
3 642000000 3.2 38 256 qam 6
4 67400000 2.9 38 256 qam 10
5 6900000 3 38 256 qam 12
6 698000000 2.2 38 256 qam 13
7 706000000 1.2 38 256 qam 14
8 714000000 2 38 256 qam 15
9 722000000 2 38 256 qam 16
10 738000000 1.2 38 256 qam 18
11 746000000 2.4 38 256 qam 19
12 754000000 2.2 38 256 qam 20
13 762000000 1.2 38 256 qam 21
14 77000000 1.4 38 256 qam 22
15 778000000 0.5 37 256 qam 23
16 78600000 0 37 256 qam 24
17 794000000 -0.2 34 256 qam 25
18 802000000 0.2 35 256 qam 26
19 81000000 -0.4 35 256 qam 27
20 818000000 -0.2 35 256 qam 28
21 826000000 0 37 256 qam 29
22 834000000 -0.4 37 256 qam 30
23 842000000 -0.5 37 256 qam 31
24 850000000 0 37 256 qam 32


channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 locked 38.6 13 0
2 locked 38.6 9 0
3 locked 38.9 0 0
4 locked 38.9 3 0
5 locked 38.9 3 0
6 locked 38.9 10 0
7 locked 38.9 16 0
8 locked 38.6 11 0
9 locked 38.6 240 12
10 locked 38.6 9 0
11 locked 38.9 3 0
12 locked 38.6 8 0
13 locked 38.9 11 0
14 locked 38.6 18 0
15 locked 37.6 15800 0
16 locked 37.3 82516 0
17 locked 34.4 7334435 2941
18 locked 35.7 5340 0
19 locked 35.7 244 0
20 locked 35.2 637684 0
21 locked 37.6 41 0
22 locked 37.3 3494 2554
23 locked 37.6 9399 4387
24 locked 37.6 8240 7400

vgarot
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Upstream data 

channel Frequency (Hz) power (dBmV) Symbol Rate (ksps) modulation Channel ID
1 44500042 40.8 5120 64 qam 2
2 58799995 41.8 5120 64 qam 4
3 36000000 40.5 5120 64 qam 3
4 51999956 41.5 5120 64 qam 1


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


From the router perspective the signatures are :

Nov 9 13:39:49 WAN Connection: WAN(0) link down.
Nov 9 13:39:54 WAN Connection: WAN(0) link up.
Nov 9 13:39:59 WAN Connection: ISP's DHCP did not function properly.
Nov 9 13:40:02 wan: finish adding multi routes
Nov 9 13:43:38 wan: finish adding multi routes
Nov 9 13:43:39 WAN Connection: WAN was restored.

vgarot
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A few observations :
- The modem is connected directly from the main connector via coax cable, no amplifier involved.
- The attached pictures show aa POA-01-B splitter installed on the main connection from the street. This has now been removed, made no difference.
- This WAN connection has been stable for a year since installation
- Seeing a high number of Pre RS errors in the modem stats, no idea if this could be pointing to a line issue.

Any help on this would be highly appreciated (working from home in IT with no Internet is kinda nasty issue)

tobiastheebe
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Both downstream and upstream are exhibiting excessive noise, in particular interference due to 4G/5G ingress. Channels that overlap with 4G/5G frequencies show low MER values and high amounts of (un)correctable codewords. As a result of the noise/interference, the modem is continuously resetting the cable interface to re-establish connection to the CMTS (T3/T4 timeouts). As indicated by the 'RCS partial service' messages, one or more of the 24 DS channels become unusable from time to time.

 

Please connect the modem cable directly to the AOP (main coax socket), even if it makes no apparent difference. The splitter is redundant, causes excess attenuation and makes the modem even more vulnerable to noise ingress.

 

The modem should ideally be connected using a 1.5-meter IEC/F cable (see picture below). You are using a custom-made cable at the moment. What is its estimated length? Are the modem and router located in separate rooms?

 

Technetix-RLA-modemaansluitsnoer-IEC-Female-F-connector.jpg

 

Furthermore, I have noticed that a white (indoor) cable is feeding the AOP. Normally, this is a green (outdoor) cable. This would mean that the green cable was once extended.

vgarot
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Thanks @tobiastheebe for the heads up, appreciated !

I'm indeed using my own cable, 10 meters long. I have choosen this particular model as it was Ziggo certified. Reason is the AOP is located on the first floor in the main bedroom, and the modem is in a closet on the ground floor.
I have now removed the splitter and connected the cable to the AOP directly, but I'm afraid I doesn't make much difference (still getting disconnections)
My point here is :  my coax cable might be bad but why I have not experienced any user issue (wan disconnects) since installation a year ago until yesterday's malfunction in my area (zipcode 3648) ? 

New values after modem reboot a few mins ago :

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

1Locked38.968115297
2Locked38.979415291
3Locked38.653415363
4Locked38.957314097
5Locked38.94185917
6Locked38.962414553
7Locked38.95785602
8Locked38.924614900
9Locked38.666814812
10Locked38.621514434
11Locked38.946413801
12Locked38.65006304
13Locked38.64326542
14Locked38.610683179
15Locked38.69763912
16Locked38.613983570
17Locked38.68834036
18Locked38.622452620
19Locked38.617433219
20Locked35.545471540
21Locked37.32471203
22Locked37.32121123
23Locked37.6531456
24Locked38.6282235

 

tobiastheebe
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A 10-meter cable is definitely above the maximum recommended length, but power levels are still very good. The cable appears to be of sufficient quality, the connectors are modern and properly installed. It does seem likely that the high levels of noise and low signal quality in general are related to the outage.

 

I have requested the moderators (Ziggo employees) to perform further investigation, they will post a reply in this topic within 24 hours.

Lotte
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@vgarot Welcome at our Community! Is it possible to ty out a shorter cable? If that isn't possible we will need to plan in a mechanic. Like @tobiastheebe sayed we do advice to use a cable that isn't longer then 1.5 meter. 

vgarot
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Hi @Lotte , thanks for the update. I understand the shorter cable recommendation but unfortunately this is not an option (AOP and modem located in different rooms, different house floors). Please arrange a mechanic visit. Thanks !

Lotte
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@vgarot No problem! Can you add your postcode and housenumber to your Ziggo Community profile? Then I will plan in a appointment. 

vgarot
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Done ! Many thanks @Lotte 

vgarot
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FYI, As per the neighbor, whom is also suffering from disconnections, there were a Ziggo mechanic working on the street beginning of this week before the problems started

Jamyla
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Thanks for all the information. We have sceduled a appointment at ma 15-11-2021 8:00-13:00 uur. If you can't be at home at the time, you can rescedule through MyZiggo.

Also the terms will be confirmed by e-mail.

vgarot
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Mechanic measured the line from the AOP and readings where not showing errors. Hence he decided to replaced the modem. I'll monitor closely and report here in the upcoming days

vgarot
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@Jamyla  @Lotte BTW why do I have to pay 70 EUR for this intervention ??

vgarot
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Modem replaced on Nov 15th 08:30 AM. WAN connection keeps resetting with T3 and T4 errors ...
Talked to my 2 direct neighbors, also Ziggo home internet users, they said they are also suffering from disconnections. At this point this hardly looks a problem with my home/installation but rather a general line quality issue from the street.

Stats after 1hour (following a reset) :

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.636 139188836 106
2 Locked 37.636 138124781 92
3 Locked 37.636 138125256 83
4 Locked 37.356 138125753 79
5 Locked 37.636 138125586 89
6 Locked 37.636 138124402 95
7 Locked 37.636 138125570 79
8 Locked 37.356 138125427 59
9 Locked 37.636 138123536 59
10 Locked 37.356 138126121 58
11 Locked 37.356 138123871 70
12 Locked 37.356 138127409 79
13 Locked 37.636 110242527 361
14 Locked 37.636 110302294 318
15 Locked 36.610 138128276 68
16 Locked 36.610 138124994 53
17 Locked 36.610 138125817 57
18 Locked 36.610 138128255 69
19 Locked 36.610 138128414 37
20 Locked 36.387 138128119 459
21 Locked 36.610 138043023 78293
22 Locked 36.610 138128120 99
23 Locked 36.387 62163789 1360
24 Locked 36.387 95964746 7244


Time Priority Description
16-11-2021 09:35:21 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:35:06 notice GUI Login Status - Login Sucess from LAN interface; client ip=[80.115.xx.xxx];CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:35:06 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:34:57 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:34:57 critical Ranging Request Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:34:56 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:34:30 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:34:30 critical Ranging Request Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 09:34:30 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:29:31 notice GUI Login Status - Login Sucess from LAN interface; client ip=[80.115.xx.xxx];CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:27:50 notice REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:27:42 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:27:18 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:26:52 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:22:52 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:22:25 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:22:25 critical Ranging Request Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:22:24 critical No Ranging Response received - T3 time-out;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:22:04 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 08:22:04 critical Ranging Request Retries exhausted;CM-MAC=38:43:7d:cd:xx:xx;CMTS-MAC=00:01:5c:88:xx:xx;CM-QOS=1.1;CM-VER=3.0;

KBX458
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I've notified the moderators.

Jamyla
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Goodmorning @vgarot

 

We have credit the amount that the engineer has charged. 

So don't worry about any invoice for the work he has done.

 

In this case I can't find any signal drops in the area, eventhough your signal also seems fine.

The engineer did noticed you have installed the modem way to far from the AOP (signal point) We advice to install the modem directly to the AOP. The cabled connection inside and also in the network are fine. 
Please follow the instructions our engineer has given, to make sure the modem receives a direct signal.

vgarot
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At 16-11-2021 18:33 : modem connected directly to the AOP with the 1.5m coax cable provided in the Ziggo modem installation kit

16-11-2021 18:33:14noticeREGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=38:43:7d:cd:ce:99;CMTS-MAC=00:01:5c:88:d8:55;CM-QOS=1.1;CM-VER=3.0;
16-11-2021 18:33:06warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=38:43:7d:cd:ce:99;CMTS-MAC=00:01:5c:88:d8:55;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 01:01:25notice

Cable Modem Reboot - due to power reset;CM-MAC=38:43:7d:cd:ce:99;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

 

 

vgarot_0-1637084760379.png


Stats after 15 mins

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

1 Locked 37.356 28006247 0
2 Locked 37.636 26732265 7
3 Locked 37.636 26732983 7
4 Locked 37.636 26733255 5
5 Locked 38.605 26733394 5
6 Locked 38.605 26734201 5
7 Locked 37.636 26735045 1
8 Locked 37.356 26736583 6
9 Locked 37.356 26737806 4
10 Locked 37.636 26736898 5
11 Locked 37.636 26738097 5
12 Locked 37.356 26734873 3
13 Locked 37.356 26738431 12
14 Locked 37.356 26740320 74
15 Locked 37.356 26739521 1356
16 Locked 37.356 26741752 5
17 Locked 37.356 26737419 1
18 Locked 37.356 26737927 3
19 Locked 37.356 26742364 2
20 Locked 36.610 26741491 7
21 Locked 37.356 26737809 4
22 Locked 36.610 26744118 18
23 Locked 36.610 26744116 305
24 Locked 36.610 26744753 105

I'll be monitoring modem's log closely and report here

tobiastheebe
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Downstream still exhibits excessive noise (due to 4G/5G ingress) on a number of channels, correctable codewords are increasing much too rapidly.

Uitgelicht topic