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ck_vbroadband's avatar
ck_vbroadband
Tuning in
2 years ago
Solved

Errors - ‘No Ranging Response received - T3 time-out‘ and separate T4 time out

Hi, 

Hopefully someone could help me please with an issue we’ve been having for a month or two?

Our Virgin broadband has been fine in general until the last 8 weeks or so, the start of which was when there was a company digging and laying fibre cables in our and adjoining streets as part of an upgrade in the area. I can’t recall the company name sorry, it was not a broadband provider (BT, Virgin etc.) but an infrastructure company. Since then the broadband has gone down multiple times each day. It might just be a coincidence but the timing seems a bit strange.

I’ve followed the instructions on Virgin’s website for troubleshooting the router (Hub 3 – around 4 years old), to check if there is an issue with the cable into the house/router, checking cables are tight, soft resets etc. but no joy unfortunately.

I’ve factory reset the router, which worked for a couple of hours. A few weeks later I tried putting it in modem mode, alongside another router to deal with the WiFi signals. I did this because we were also seeing Atom errors in the log for a while and thought that might be why it was constantly restarting. The non-Virgin router seems to have fixed the Atom/Kernal restart errors but there’s been no change in the connection to the house staying up, it still drops off completely for a few minutes while the Virgin router reboots.

We also just left it all in case it was just a problem in the area for a couple of days/week but that’s not been the case and each time I have checked online/phone number there are no reports of an outage in our area.

Thank you for any help you can give us on this.

 

Network Log

TimePriorityDescription

07/06/2023 11:40:28

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

07/06/2023 11:39:32

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

07/06/2023 11:35:26

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

07/06/2023 11:28:26

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

07/06/2023 10:09:21

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 14:31:46

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 14:27:47

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 13:30:29

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 13:16:5

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 13:15:12

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 13:10:55

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

06/06/2023 11:58:50

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2023 10:39:49

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

05/06/2023 10:32:32

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 22:20:45

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 22:20:21

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 22:20:21

critical

Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 22:19:37

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 21:02:39

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 20:58:45

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

04/06/2023 15:17:51

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

 

  • Sabrina_B's avatar
    Sabrina_B
    2 years ago

    Hi ck_vbroadband 👋.

    Thanks for reaching out and providing that information it has been a great help. We would like to bring you in for a private message so that we can discuss this further with you. Please look out for the envelope containing my message, it will be located on the top right of your browser, or if you are using a mobile device it will be located under your profile icon. 

    Thanks.

    Sabrina

  • Also here is the downstream/upstream details. Thank you.

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    12350000003.438256 qam13
    21390000004.440256 qam1
    3147000000440256 qam2
    41550000003.940256 qam3
    51630000003.940256 qam4
    61710000003.740256 qam5
    71790000003.740256 qam6
    81870000003.540256 qam7
    91950000003.540256 qam8
    102030000003.540256 qam9
    112110000003.240256 qam10
    122190000003.440256 qam11
    132270000003.538256 qam12
    142430000003.238256 qam14
    152510000003.238256 qam15
    16259000000338256 qam16
    172670000002.938256 qam17
    182750000002.738256 qam18
    192830000002.738256 qam19
    202910000002.538256 qam20
    212990000002.538256 qam21
    223070000002.540256 qam22
    233150000002.540256 qam23
    243230000002.540256 qam24

    Downstream bonded channels
     
    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked38.9585630
    2Locked40.318454399
    3Locked40.922342551
    4Locked40.916092122
    5Locked40.914975297
    6Locked40.313881182
    7Locked40.31298891
    8Locked40.31310368
    9Locked40.31190349
    10Locked40.31062640
    11Locked38.9955735
    12Locked38.6817436
    13Locked38.6675934
    14Locked38.9500433
    15Locked38.9421428
    16Locked38.9370630
    17Locked38.6324525
    18Locked38.6273126
    19Locked38.6233325
    20Locked38.9207328
    21Locked38.6165025
    22Locked40.3151926
    23Locked39.8128128
    24Locked40.3103825

     

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    12360000031.5512016 qam11
    23010000031512032 qam8
    33660000031.3512064 qam7
    44310000032512064 qam6
    54960000032.8512064 qam5

    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0030
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000
    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi ck_vbroadband 👋.

      Thanks for reaching out and providing that information it has been a great help. We would like to bring you in for a private message so that we can discuss this further with you. Please look out for the envelope containing my message, it will be located on the top right of your browser, or if you are using a mobile device it will be located under your profile icon. 

      Thanks.

      Sabrina

  • Hi Sabrina,

    Thank you for your help sorting the issue out.

    For anyone looking at this in future with the same issue, we had a very good engineer out quite quickly to look at the issue and after some checks they said it was down to a fault on the router. They replaced and tested the new one to make sure we had broadband and to check our speeds were okay. One day on (16/6) from the replacement, we've not had any further outages, hopefully that has solved the problem.

    Thanks all.

    • Carley_S's avatar
      Carley_S
      Forum Team

      This is great to hear!

      Thanks for taking the time to let the community know ck_vbroadband 

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
       

  • Hi Carley_S,

    I am getting the same error "No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;", but I have a Virginmedia Hub 4 with 1GB speed, but this is after the Hub has been replaced as well!  What to do? I work from home and am a full time career of my disabled Mum, our Heating and hot water is all connected to the internet as well as other equipment an d is a nightmare as everything has to be setup again repeatidly!

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      Hi bkchets 👋,

      Welcome back to our Community Forums and thanks for your post. 

      I am sorry to hear you've been having some issues with your service.

      I have taken a look at our systems and can not identify any issues at the time of writing.

      How have things been since posting?

      • bkchets's avatar
        bkchets
        Tuning in

        Hi Alyisha,  still the same and getting serious.  I am allowed to work from home as I am my Mum’s full time career and it’s just the two of us.  If I don’t have a stable connection at home I have to go into the office, which means I have no one to look after Mum.  The issue is very unpredictable.  Am sorry to say the lat time I called I had to put the phone down on the operator who was clearly reading from a script and kept repeating the same things again and again, I work in IT, have done nearly 30 years, she kept saying too many WIFi things are interfering, when I kept explaining when working from home my connection to my Mac Mini is wired!!  The error is the same as in the start of this thread, and my Hub 4 has already been replaced!  Sheet saying do a pinhole reset, but I did this prior to the hub being replaced and that didn’t work!

  • My issue is, is that having done a reset before an having no impact, and then you replacing the Hub 4, and am having the same issue again!  And the stuff that I have connected wired and Wireless has not changed since I had the first Hub 4 and upgraded my connection to 1GB, which had all been runging fine for 6 months without issue!  And then one week I started having to reboot my hub because the local area was 'Status Ok', a couple of times a week, and then in second week one day got really bad, only to realise you had carried out 'maintenance' in the early hours that day.  This day you then decided to send me a new Hub>

  • Lets try again, for the 19th Nov 23: 

    For the 20th Nov 23: 

    For the 22nd Nov 23:

     

    for the 23rd Nov 23:

     

     

     

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      I'm going to pop you a PM to assist further.

      Thanks

  • Hi all,

    Just recently moved to VM (2 months)  and been having more connection issues and drop outs than I didn't with Plusnet despite having 10 X faster speed.

    Hub 3 set up is a standard (not using in modem mode).

     

    Having the same issues…..

    Intermittent issues "No Ranging Response received - T3 time-out” 

    I've factory reset hub twice in as many weeks mainly through the VM app.

    But there are still very regular dropouts, and regular buffering when streaming TV with only two in the household.

    I see that in this thread the Hub 3 was replaced.

    I THINK my Hub 3 was a 2nd hand one when it was installed recently . I didn't see the installer unbox it and  when I checked it after he left, I noticed quite a few scratches on it and didn't look out of the box new!

    I have another issue with the Hub using TP power line AV600 extender. Prior to VM I was getting like for like WiFi in my garden room (20mbps)  with my old set up.  Now I get about 5-8mbps using ethernet cable. So I know they work and have more capacity.  .TP link extender very slow

    Starting to regret moving to VM, but hopefully my issues will be sorted.

    Anyone can offer help as getting hold of customer service is almost Impossible without coming here first?

    Thanks so much

    Mike 

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Mike, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

      We're sorry to hear you're having an issue with your broadband connection. Taking a look at things this end, I can see your downstream power levels are a little high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Mike, 

      Thanks for coming back to me via private message to confirm your information. 🤩

      I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

      Just to confirm, there will be no charge for this visit unless:

      • ➡ The technician diagnoses the faults as not being caused by our network/equipment
      • ➡ The technician discovers that the fault or problem relates to your equipment
      • ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
      • ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

      Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

      We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

      Let us know how the appointment goes. 😊

      Take care.

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Mike_C72, 

      Thanks for coming back to me via private message on this one. As we don't need to swap any personal information, this can remain public. Checking things this end, I can see that the engineer swapped out the hub and adjusted the power levels. I've checked these today and these are all in the optimal range. There is no area fault affecting you and after running further checks on the hub, there are no disconnections being reported. 

      If you're experiencing disconnections at your end then this will likely be down to WiFi. There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here.

      The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

      • > Out in the open
      • > Next to the TV not behind it
      • > Away from large bodies of water (e.g. fish tanks)
      • > Away from baby monitors and cordless phones
      • > Away from microwaves

      Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

      If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here.

      Keep us posted on how things go. 

      • Mike_C72's avatar
        Mike_C72
        Tuning in

        Thanks for posing back in the forum.  And for all of the standard checks re: out in the open, not fish tanks and baby monitors. I've placed it as as far away from the wall as possible. Although the installer only gave me less than 1 metre of cable so have limitations as to moving it anywhere else presently.

        I'm on my 2nd hub 3.0 as the first one was faulty.

        This hasn't really improved and still seem to be getting the occasional T3 time outs per my log when in the router.

        So no issues on the area but this intermittent issue remain. Not ideal for working.

        Tried rebooting router via the app, tired switching off for 10 mins and starting up again.

        Works ok but a bit of buffering watching iPlayer.

        Is this situation normal. Having 250 mb but internet sometimes runs really slow 

        It sounds crazy but had a really strong 25mb phone broadband and everything worked fine as were fairly light users.

        Welcome any suggestions.

        Should I factory reset the router?

        Welcome any other thoughts.

        Cheers

         

         

  • Yes outages on WiFi.

    Less so ethernet. Unless router is rebooting and the WiFi on the Powerline which connected into the plug socket fails. 

    • Carley_S's avatar
      Carley_S
      Forum Team

      We wouldn't be able to support any 3rd party networking devices. 
      If you're having issues with the powerline it might be that you need to reposition the extender if you feel that it's not getting a strong signal to boost further. 

      I have checked the systems at our side and the devices connected to the router have a good quality of WiFi currently. 
      Do you find that the WiFi is poorer at certain times of the day or when certain other devices are connected. 

      • Mike_C72's avatar
        Mike_C72
        Tuning in

        Hi I'm back again.

        I have intermittently had this same issue since I've joined Virgin and having to work with it. Just counting the months until I'm out of contract.

        There are no issues via ethernet - it's generally stable.

        It's the WiFi that just intermittently falls over. It's just about manageable and there or the odd T3 critical issues logged maybe 3-4 a week. I am just having to accept that I haven't got stable WiFi. E.g. can be watching iPlayer via TV and will buffer for a while then kick me out of the app because there's no WiFi. I'll try to reconnect and maybe reboot my very old reconditioned hub I received as a new customer. 

        Just counting the month's until I can leave to get a stable connection. 

        Speed isn't everything!!!!. I was on 20mb phone line and never had any buffering issues - ever. 

        Thanks for your help in the forum but seems because it's so intermittent it's difficult to diagnose as I get the T3 critical issue about 4-5 times per week.

        Unless there's a work around I think it is what it is and is why I CBA to moan about it. 

        Thank you to everyone working hard to help I know you try your best. 

        Thanks 👍

         

  • I am having the exact same problem and error messages.  Using Hub 3 in modem mode with tp-link AX1500 router.  Any solutions gratefully received.

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi haryp 

      Welcome to the Community Forums. 

      Sorry to hear you're also having issues with your services. 

      Checking the systems on our side, I cannot see any issues with our router or within the area.  We also do not support third-party equipment as there is a limited amount of assistance and checks we can offer when our router is in modem mode. 

      Are you able to advise what you personally see on your side and we can look to assist you further? I'd recommend starting your own thread and posting your own personal hub3 router information if you're looking for technical assistance from the Community as they wouldn't be able to support you without seeing the router data on your side.