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ldodds
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Message 1 of 9
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New superhub losing upstream connection (No Ranging Response received)

Hi,

I'm having intermittent problems with my new superhub after being upgraded to the new, faster broadband. The problems have been intermittent since we received it but particularly bad over the last few days.

I've had constant dropped connections yesterday morning and again today. The same thing happens every time: wireless and wired connections are fine, but the Superhub has lost its upstream connection.

  • No longer lists a WAN IP address
  • Network log has a flood of No Ranging Response received - T3 time-out messages
  • In the status screen the Ranged Upstream Channel (Hz) has reset to 0 and modem is back to provisioning state
  • I've watched it make 2-3 attempts to provision before successfully reconnecting

Things can then immediately fail again, or continue for several hours. Rebooting the router doesn't really help, its already attempting to reconnect upstream.

More details:

Cable Modem	EuroDOCSIS 3.0 Compliant
Serial Number	3BW444W901AC2
Boot Code Version	PSPU-Boot 1.0.20.1356
Software Version	V1.01.29
Hardware Version	3.11
CA Key	Installed

Current latest entries in the Network Log after another failure and reconnection cycle:

05/05/2016 07:16:24 GMT	05/05/2016 07:16:24 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
05/05/2016 07:16:24 GMT	05/05/2016 07:16:24 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
05/05/2016 07:16:24 GMT	05/05/2016 07:16:24 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
05/05/2016 07:16:24 GMT	05/05/2016 07:16:24 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out

Anyone have any ideas what's happening here?

 

 

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Superuser
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Message 2 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status and post the downstream and upstream figures

make sure the coax is tight both ends

 

____________________

Tony
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ldodds
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Message 3 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

Downstream:

Downstream
 	DS-1	DS-2	DS-3	DS-4	DS-5	DS-6	DS-7	DS-8
Frequency (Hz)	299000000	267000000	275000000	283000000	291000000	307000000	315000000	323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	9	5	6	7	8	10	11	12
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12
J=17	I=12
J=17	I=12
J=17	I=12
J=17	I=12
J=17	I=12
J=17	I=12
J=17	I=12
J=17
Power Level (dBmV)	0.24	0.17	-0.71	0.02	0.62	-0.44	-1.23	-0.27
RxMER (dB)	37.36	37.36	37.09	37.36	37.94	37.64	37.09	37.64
Pre RS Errors Reset Counter	341	358	354	336	319	322	451	1066
Post RS Errors Reset Counter	312	314	321	309	278	289	430	1040

Upstream:

Upstream
 	US-1	US-2	US-3	US-4
Channel Type	2.0	N/A	N/A	2.0
Channel ID	50	N/A	N/A	51
Frequency (Hz)	31000000	N/A	N/A	24400000
Ranging Status	Success	N/A	N/A	Success
Modulation	64QAM	N/A	N/A	64QAM
Symbol Rate (Sym/sec)	5120000	N/A	N/A	5120000
Mini-Slot Size	4	N/A	N/A	4
Power Level (dBmV)	45.25	N/A	N/A	45.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	1	0	0	0
T4 Timeouts	0	0	0	0
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Superuser
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Message 4 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

nothing obvious there - see if you can post what happens when the connection drops - i assume the problem is both wired and wireless - did you fit the replacement - if so worth checking the coax connections are tight

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Tony
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ldodds
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Message 5 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

I think I've posted all of the information already?

When the connection drops:

  • Wired and wireless connections are fine. So I can reach the router OK
  • Cannot reach any internet sites. Its the connection from the router to virgin which is the issue
  • There are No Ranging Response and Ranging Response Retries Exhausted messages in the log
  • No WAN IP address
  • Router is repeatedly trying and failing to provision
  • While its trying, only the DS-1 section of the Downstream status page is populated, with error counts. Each time it retries the error count is reset.
  • Once it has connected DS-1 through DS-8 are then populated. But as you can see, there are Pre and Post RS errors. Currently 1-2000 each

Then it will work for a time and do it again. I've tried a reboot but that doesn't really help. Checked the coax cables and they're tight.

Virgin are sending an engineer out tomorrow now.

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Forum Team
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Message 6 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

Hi Idodds,

 

Sorry we didn't reach your post before you resorted to calling in. How did the engineer visit go, did he manage to resolve the loss of Internet throughput issue for you?

Please keep us updated so we can commence investigating if the problem continues. Also welcome back to our Community, I note it's been awhile since your previous visit Smiley Happy


Jen
Forum Team



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ldodds
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Message 7 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

Yes it was all solved. Engineer replaced all the connections outside and inside the house and the superhub. Everything has been fine since!

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nielsw
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Message 8 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

Hi Jen_A,

I am having exactly the same problem as Idodds was having. We just got our Virgin Media router in Dublin. When we first connected the internet didn't work. After 24 hours it began working but has now dropped out again for a few hours before coming back again. I believe it is a problem with the upstream connection. I am seeing regular priority critical log entries like: "No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;". 

We also found that whilst Skyping with family the connection would drop from us to them, i.e., their video and audio to us worked (so our downstream was ok), but our video and audio to them would drop out (implying some issue with our upstream).

Any suggestions would be greatly appreciated. I will contact Virgin directly tomorrow as well for advice.

Regards,

Niels

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Forum Team
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Message 9 of 9
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Re: New superhub losing upstream connection (No Ranging Response received)

Hi nielsw,

 

Welcome to the Community!

 

Sorry to hear you're having trouble with this too.

 

I'd love to look into this for you but I can't seem to find your account. I've sent you a private message (purple envelope at the top right of your screen) so I can grab some details from you.

 

Speak soon Smiley Very Happy

 

Josh


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