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Constant T3 + T4 timeouts - Area issue?
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Old 30-10-2017, 11:20   #1
Synthetic
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Constant T3 + T4 timeouts - Area issue?

Morning all,

Over the weekend I noticed our 200 gamer connection seemed quite... "unresponsive", IE it works and speedtests are perfect but general web browsing was quite slow and stuff like netflix / youtube were buffering a lot.

Logged in to check stats and while power levels etc look fine, the log was full of T3 / T4 timeouts.

Raised it with virgin who instantly said an engineer would need to attend , but does this not sound more like an area / network issue? Issue being no one will be in until this upcoming Sat for a tech visit.

Service status shows all is good, stats below - any advice would be appreciated!

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 171000000 -0.5 40.9 256 qam 5
2 323000000 -0.4 38.9 256 qam 24
3 315000000 -0.5 38.9 256 qam 23
4 307000000 -0.7 40.3 256 qam 22
5 299000000 -0.7 38.9 256 qam 21
6 291000000 -0.7 40.3 256 qam 20
7 283000000 -0.9 40.9 256 qam 19
8 275000000 -0.9 40.3 256 qam 18
9 267000000 -0.9 40.3 256 qam 17
10 259000000 -1 40.3 256 qam 16
11 251000000 -1 40.3 256 qam 15
12 243000000 -0.7 40.3 256 qam 14
13 235000000 -0.7 40.3 256 qam 13
14 227000000 -0.5 40.9 256 qam 12
15 219000000 -0.2 40.3 256 qam 11
16 211000000 -0.5 40.3 256 qam 10
17 203000000 -0.5 40.3 256 qam 9
18 195000000 -0.5 40.3 256 qam 8
19 187000000 -0.7 40.3 256 qam 7
20 179000000 -0.7 40.3 256 qam 6
21 163000000 -0.5 40.9 256 qam 4
22 155000000 -0.5 40.3 256 qam 3
23 147000000 -0.5 40.3 256 qam 2
24 139000000 -0.9 40.3 256 qam 1

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
3 24400000 ATDMA 34.5 64 qam 6400000 5120
2 31000000 ATDMA 34.5 64 qam 6400000 5120

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Old 30-10-2017, 19:52   #2
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Re: Constant T3 + T4 timeouts - Area issue?

Your upstream power is too low, I do believe the absolute minimum is 33. That being said, I also thought t4 errors were solely attributed to network faults but the problem is that the only way they identify a network fault is by a tonne of people ringing up in the same area and the system flags it so you are going to have to keep your fingers crossed that other people ring up throughout the week and don't blame the poor connectivity on Netflix/gaming servers etc.
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Old 30-10-2017, 20:41   #3
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Re: Constant T3 + T4 timeouts - Area issue?

Everything looks good to me, doubt the technician will find anything wrong
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Old 30-10-2017, 21:10   #4
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Re: Constant T3 + T4 timeouts - Area issue?

it might be wise to setup a TBB graph so you have got some evidence when he comes round.
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Old 31-10-2017, 08:43   #5
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Re: Constant T3 + T4 timeouts - Area issue?

Cheers for the replies guys.

I have a monitor already, looks about standard for the SH3 though



What I have noticed is that my area now has more than 2 upstream channels, although I'm only locking onto the 2. A week or so ago the IDs were 1 & 2, now they're 3 and 2 so i'm thinking there's potentially area work going on that could be causing this.
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Old 31-10-2017, 09:12   #6
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Re: Constant T3 + T4 timeouts - Area issue?

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Originally Posted by Synthetic View Post
A week or so ago the IDs were 1 & 2, now they're 3 and 2 so i'm thinking there's potentially area work going on that could be causing this.
na, it is the same for me as well. There are three channels available but you only use two. There are two QAM64 and one QAM16 and sometimes I lock onto both 64's and sometimes one 64 and one 16. The graph looks normal for a shub 3. The reason why you need it is because you'll get fat red lines for any disconnects when the shub loses its connection and you get these t4 timeouts.

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Old 31-10-2017, 09:46   #7
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Re: Constant T3 + T4 timeouts - Area issue?

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Originally Posted by General Maximus View Post
na, it is the same for me as well. There are three channels available but you only use two. There are two QAM64 and one QAM16 and sometimes I lock onto both 64's and sometimes one 64 and one 16. The graph looks normal for a shub 3. The reason why you need it is because you'll get fat red lines for any disconnects when the shub loses its connection and you get these t4 timeouts.

Right, i'm with you I must have missed that before. Guess I'll wait and see what the tech says on Sat unless I hear otherwise before then.
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Old 03-11-2017, 17:49   #8
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Re: Constant T3 + T4 timeouts - Area issue?

Quick update (in case anyone's bothered).

Letter today saying they're doing some work in my area on the 22nd, and there could be disruption to service.

When I've checked my tech appointment for tomorrow has been cancelled, so I can only assume it's related.

Errors still occurring, but luckily haven't caused too much of an inconvenience (yet).
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Old 03-11-2017, 19:38   #9
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Re: Constant T3 + T4 timeouts - Area issue?

there is a 90% chance that is good news because it means they have identified an area fault which they assume is the reason for your symptoms and they have cancelled the visit because they know it is a problem higher up the network which is going to be fixed. That being said, I have heard of them making a boo boo in the past (hence the 90%) where they cancelled all tech visits even for problems which weren't associated with the area fault so there is a small chance your problem isn't going to be fixed and this is only delaying it.

If I were you I would keep your TBB graph going, watch for the outage on 22nd and when your connection comes back up look at your shub stats to see if you have been moved to a new channel group (e.g. channels 131-150 instead of 1-20) and what the power levels are. You'll need to give your graph a good 24 hours to see if there is any difference.
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Old 04-11-2017, 11:54   #10
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Re: Constant T3 + T4 timeouts - Area issue?

Quote:
Originally Posted by General Maximus View Post
there is a 90% chance that is good news because it means they have identified an area fault which they assume is the reason for your symptoms and they have cancelled the visit because they know it is a problem higher up the network which is going to be fixed. That being said, I have heard of them making a boo boo in the past (hence the 90%) where they cancelled all tech visits even for problems which weren't associated with the area fault so there is a small chance your problem isn't going to be fixed and this is only delaying it.

If I were you I would keep your TBB graph going, watch for the outage on 22nd and when your connection comes back up look at your shub stats to see if you have been moved to a new channel group (e.g. channels 131-150 instead of 1-20) and what the power levels are. You'll need to give your graph a good 24 hours to see if there is any difference.
Cheers I'll definitely be keeping an eye on it, I know what virgin can be like.
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