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bambamboyo
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Internet keeps failing, No Ranging Response received - T3 time-out

My internet keeps failing and going offline, SH2 modem in a loop of rebooting.

Came home today, internet is not working again.

First started happening and originally reported around March 2016 and is still an issue, it's really annoying as still not resolved even after all these months.  I am going to cancel and move to BT fibre if this can't be resolved as I need a reliable internet connection.  Struggling even to stay online to post this message, took me about 5 attempts to post it whilst waiting for the modem to reboot and come back on as it keeps restarting and I am having to try and post between reboots!  I am using Ethernet connection so it is not a WiFi issue.  The modem has just rebooted yet again.  I have just been to my next door neighbours who are also on Virgin and their internet is not working either, I checked their modem status page they are not locked on to any DS or US channels.

I think there is some sort of interference on the network in the area or at least in my locality, as sometimes it is OK for a couple of weeks, then other times it plays up like crazy.

It is odd that my next door neighbour is having same issue at same time as me, but someone else halfway down the road doesn't have these issues at the same time, another person about 4 roads away doesn't either (I have checked their modem logs).  If a VM networks tech could take a look that would be great, as it must be something external to be affecting both myself and neighbour at same time (I assume it is a fault with the cabinet that myself and neighbour are on).  I don't really just want a quick tech visit to my house to say it's working, as it's an intermittent issue and I am confident the issue isn't here as it is affecting at least my me and my neighbour so must be an external issue,

I really want this to be sorted out, I have had VM for over 10 years and the internet was always reliable until this year where it has been awful.

Signal levels seem good:

Power Level (dBmV)2.312.822.712.442.352.171.861.84
RxMER (dB)38.2637.9437.9437.9438.6138.6138.2637.94

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID8765
Frequency (Hz)25800000326000003940000046200000
Ranging StatusSuccessAbortedSuccessAborted
Modulation16QAM16QAM16QAM16QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size4444
Power Level (dBmV)38.2538.5038.2539.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts6415948109

 

Logs are full of the usual T3 errors.

15/08/2016 17:09:57 GMT15/08/2016 17:09:57 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:56 GMT15/08/2016 17:09:56 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:55 GMT15/08/2016 17:09:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:54 GMT15/08/2016 17:09:54 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:09 GMT15/08/2016 17:09:09 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:09 GMT15/08/2016 17:09:09 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:07 GMT15/08/2016 17:09:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:07 GMT15/08/2016 17:09:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:05 GMT15/08/2016 17:09:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:09:04 GMT15/08/2016 17:09:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/08/2016 17:08:58 GMT15/08/2016 17:08:58 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out

 

 

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bambamboyo
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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Just to update after finally getting online, I reported issue via the live chat (I don't have a VM phone to call 150) although the agent was adamant that there was no network fault and wanted me to do things like stop using modem mode etc, even when I repeatedly advised that the next door neighbour was going offline too - and pasted the modem log to the agent he still said there was no network issue (even with a page full of T3 errors presented to him).

Eventually managed to arrange technician visit to my home for a weeks time although I am not sure what this will achieve as the fault must lie outside of my home for it to also affect the neighbours to cause their VM broadband to go off at same time.

Was hoping that networks could look in to this fault......

 

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Message 3 of 21
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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi bambamboyo,

Sorry we've not reached your post before now. Sorry too for the broadband issues you've had.

The network segment is showing errors for the 15th of this month:

from approx 17:24 to 18:54. 

During those time the SNR dipped very low and there were significant FEC's (forward correction errors). I'm unable to locate a fault ticket for this though it does seem to have been clear since. 
In addition to that some upgrade work has taken place on this part of the network so you may have experienced some minor disruption today.

But if you encounter any further issues please post an update (or send me a PM - add me as a friend and you can see whether or not I'm online) and I'll look into this for you. 

Take care Smiley Happy


Jen
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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi Jen thanks for the update, that's good to know. The last outage was this morning about 6.30am, would that tie in with the upgrades?

I had a rebooking for an engineer next Friday as my first appointment got cancelled. I may keep this booking and perhaps cancel if there are no issues in the next week.
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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi bambamboyo,

How did you get on with your engineer appointment? Hopefully you cancelled it due to no further broadband related issuesSmiley Happy

Keep us updated.


Jen
Forum Team



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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi Jen

Thanks for the reply.
It worked OK for a week or so with no disconnections at which point I cancelled the engineer appointment as I believed it was fixed.

It has in the last few days it has started playing up again with disconnections and lots of errors and T3 timeouts on the super hub log. As before it often dies about 6pm.

It has been going on since I first reported in March and affecting more than just my connection at this end of the road and on this cabinet but not users the other end of the same road on another cabinet. (I have checked with 2 other people and seen their super hub stats)
The cabinet often is left unlocked and is a mess inside and out and no one seems interested in fixing the issues (i have reported it being open and exposed to the elements so many times)

I will shortly be moving to another provider as I feel like this is a game of cat and mouse where I am constantly paying for something that has intermittent faults which no one is willing to track down and fix properly. There is obviously an issue in the network, cabinet or whatever that needs fixing or someone is doing something daft that is affecting the service from the cabinet I am connected to.

It feels annoying that one end of the same road gets good service almost all thshirt time whilst myself and neighbour at this end of the road get shoddy service for the same money. Perhaps you can arrange for my connection to be moved to a cabinet that works and properly locks shut and is maintained else I shall leave at the end of my contract in a little over a month.

I used to always recommend ntl/virgin media but im afraid after about 15 years of custom I have now lost faith in virgin media!
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Message 7 of 21
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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi bambamboyo,

I'm honestly sorry about this.

The upstream network segment is showing errors (including some dipped SNR) from the 31st of August through to the 2nd of September. A number of fault tickets were raised at the time but the segment has been fault-free for the past 4 days.

If the timeouts recur please let me know immediately (send me a PM if you think I've missed your post - purple envelope icon, top right of page, just select 'compose new message').

If the network errors are in force again I'll get his escalated. If not I'll arrange for an engineer visit.

If, as you suspect, the Cab is to blame, in full or partially, it would help if others connected to it could also post on here. 

If you do opt to go with a different provider I understand, but I hope that you'll give us a chance to sort this out for you.

Keep in touch,


Jen
Forum Team



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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi Jen

Thanks for the reply.

Is it not possible for the networks team to take a proactive approach and look at why the issue keeps occurring, rather than waiting for it to keep failing and hope it resolves itself before a reactive response can be scheduled?

I'd rather not leave Virgin Media, but my contract is up soon, and I may as well leave for something cheaper and more reliable if this can't be properly sorted.

Thanks
James

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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi James,

 

Thanks for getting back to us Smiley Happy

 

I completely understand how frustrating this is for you. I just wanted to check in with you after the weekend to see how you're getting on.

 

Are you still having problems or has it settled down now?

 

Speak soon,

 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Re: Internet keeps failing, No Ranging Response received - T3 time-out

Hi Heather

Thanks for the reply. thankfully it seems to have settled down and is working more reliability (I was on the verge of ordering from another provider!) but it has been working stable for over 2 weeks now.

I currently have the non-AC version of the Superhub2.  Since I am on VIVID200, is it possible that I can have the AC version of the superhub2 please so I can get the fastest WiFi speeds?  (I don't want the Superhub3 as I've seen a lot of issues, I don't want to introduce more problems!)

If possible could you please send me a superhub2AC to upgrade my non AC hub?

Best Regards

James

 

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