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ashcole1989
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Multiple wireless disconnections "no ranging response"

Hello,

Looking for some help here. I've had virgin media for several months now and recently I've been struck with a few issues regarding my wireless connection. Speed is great, a steady 100mbps with no issues on that front. 

I've recently got back into online gaming on my PC when the problems hit. I'm getting multiple disconnections, sometimes 2-3 times per hour. I've double checked it's not my system and installed the latest drivers. What has made me confirm it to me to be Virgin is that no matter what device (PC, laptop, games console) when connected on the wireless channel I keep getting disconnection issues. whilst downloaded game files through Steam the connection would also drop and have to wait for itself to reconnect. 

A quick look online I've seen some info regarding "upstream". as follows is a log of most recent issues from network log on my router status. 

"2016-10-01 03:38:53.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-01 23:20:11.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-02 21:52:53.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-06 13:25:17.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-06 16:30:21.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-07 04:25:59.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-07 07:47:40.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-07 11:56:20.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-07 19:26:43.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-10-08 22:35:45.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;"

 

Unfortunately I've not been near the router when this happens, but can confirm it completely drops my internet connection for a few seconds, and then reconnects on it's own accord.

Any advice would be grateful, and if it's a call to Virgin Media that's required I'll do so. Hoping to get a home quick fix here first!

 

Cheers

Ash

PS - Yes I've done the typical turn off and back on again with no joy, and there are no issues when connected via an Ethernet cable (PC is unconfirmed due to being in a separate room, not easy to run a cable through my house!)

 

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Message 2 of 6
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Re: Multiple wireless disconnections "no ranging response"

Thanks for your post ashcole1989,

 

Really sorry to hear about the issue concerning your broadband connection.

 

I have located your account and there does appear to be some equipment level issues present.

 

I would like to arrange for an engineer to visit and look into this for you.

 

I have sent you a private message for us to chat about this some more.

 

You can locate my message by clicking on the envelope icon near the top right corner of the Community page.

 

Speak to you soon,

 

Nat_J


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ashcole1989
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Re: Multiple wireless disconnections "no ranging response"

So over a month ago now Virgin came out off the back of this reply following my previous disconnection issues. The engineer who attended advised he couldn't see any fault on the line to the property, so changed everything from the cable attached to my wall box through to my router inclusive, upgrading from the **bleep**e superhub 3.0 to a black superhub 3.0.  

Great I thought! This should solve the issue if there isn't any problems with the connection to my box (even though I was previously told "I have located your account and there does appear to be some equipment level issues present."). 

So now we're here, over a month following the visit and equipment change, and we're still no better! If anything it has gotten worse! When scrolling through internet pages the connection drops or the page hangs waiting for the signal. Using the internet or Facebook or checking emails is more stable and smoother when on my cellular internet connection. I woke this morning to find I couldn't even connect to the internet eventhough my connection showed  as having internet access; A router turn off and on again did resolve this. 

So the question is where do we go from here? I've had everything changed already which hasn't made any difference for the better. What's the next step Virgin Media? Anyone?

Below is a data log as far back as it goes from my router, which isn't showing all the disconnections I'm receiving (had one today between 14:00 - 16:00). 

Network Log Date And Time Error Number Event Description

2016-10-29 12:37:05.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-29 12:59:41.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-29 22:27:42.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-30 08:18:23.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-30 10:48:17.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-03 22:23:32.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-04 18:34:16.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-04 20:54:35.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-05 04:24:59.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-05 17:56:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 09:20:28.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-09 06:19:17.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-09 14:11:42.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-13 16:15:42.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-13 23:03:02.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-14 06:42:29.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-14 08:30:23.0069010200SW Download INIT - Via Config file
2016-11-14 08:39:18.0069011200SW download Successful - Via Config file
2016-11-14 11:10:50.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-18 04:33:27.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hopefully there is more to this and something that can be done. What's the point of 100Mbps speeds that I can't seem to get a stable connection on?

Thanks,

Ashley

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Re: Multiple wireless disconnections "no ranging response"

Hi Ashley,

 

Thanks for getting back to us.

 

I'm sorry to read that you are still having an issue with the broadband connection.

 

I've taken a look at your connection and there have been no time-outs within 48 hours of the router being online. The power levels are within range which is great and there are no faults reported.

 

Does this issue only happen through the wireless connection? If so have you tried to change the wireless channel to improve the connection?

Have you tried a wired device to see if you get the same issue?

 

Let us know how you get on
Sam


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ashcole1989
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Re: Multiple wireless disconnections "no ranging response"

At the time of your reply my internet use was at a minimum. 

I've monitored it over the past week or so and it's mostly been ok until this morning., between the hours of 05:00 and 05:35 I've received 3 separate disconnection issues. This has all been through a wireless device. 

I am still continuously having wireless issues with my mobile device which is connected to the 5Ghz wireless of the router, to which none of my neighbours have. I've tried changing the channel for both 2.4 & 5 and had no luck, only to find a weaker connection. Whilst browsing  social media videos often need to buffer, YouTube videos take some time to load, update for apps take a lot longer than a 100mbps download speed should allow for. I have noticed on a few occasions my mobile lose the wireless connection and change onto my 4G connection, to pick up the wireless again. 

The only device that is connected via wire is our TV which is used for smart functions maybe once or twice a week and no issues there so far. 

However I must stress this is very intermittent and doesn't seem to have any pattern to it's occurrence. Once again please find below the network log for the past week which suggests to me that there is an issue here.

Regards,

Ashley

 

2016-11-27 14:43:44.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-28 12:04:02.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-28 13:02:15.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-02 20:51:36.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-02 21:39:24.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-03 11:09:01.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-03 22:15:17.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-03 23:39:14.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-04 01:26:28.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-05 03:08:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Multiple wireless disconnections "no ranging response"

Hello Ashley,

 

Thanks for getting back in touch Smiley Happy

 

Sorry to hear that your connection problems are still on-going.

 

I've had a look at your Hub this afternoon and something isn't right, there's misreports and upstream power issues.

 

Let's get an engineer around to double check. I'll drop you a PM (purple envelope, top right) to confirm an appointment.

 

Speak with you soon,

Take care.

Heather_J

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