Broadband Dropping - No Ranging Response received - T3 time-out

[bittnerbarni]

Hey, 

So my broadband started dropping out a few weeks ago. It started with no service for an hour or so, in a day, now it has gotten to the point of losing packages almost all the time, and having no service for hours intermittently.

Also, my broadband speed is supposed to be ~200Mbps, yet measuring it via Speedtest.net I only get ~65-67Mbps. Measured it via direct connection to PC via ethernet cable, and also through wifi (5GHz, Netgear R7000 Router connected to CM via ethernet) on a 2017 Macbook pro.

Network Log:

Spoiler

Time	Priority	Description
04/09/2021 19:50:40	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:50:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:50:20	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:50:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:49:40	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:49:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:48:20	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:48:20	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:46:5	notice	LAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:45:40	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:45:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:44:19	notice	LAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:37:41	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:36:21	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:36:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:36:1	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:36:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:15:23	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 19:15:23	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream Channels:

Spoiler

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	-12.2	36	256 qam	25
2	202750000	-7.2	38	256 qam	9
3	210750000	-7.9	38	256 qam	10
4	218750000	-7.5	38	256 qam	11
5	226750000	-8.9	37	256 qam	12
6	234750000	-10.5	37	256 qam	13
7	242750000	-10.7	37	256 qam	14
8	250750000	-9.5	38	256 qam	15
9	258750000	-10.7	37	256 qam	16
10	266750000	-11.4	37	256 qam	17
11	274750000	-10.2	37	256 qam	18
12	282750000	-8.2	38	256 qam	19
13	290750000	-10	37	256 qam	20
14	298750000	-11.9	36	256 qam	21
15	306750000	-10	37	256 qam	22
16	314750000	-8.2	38	256 qam	23
17	322750000	-10.2	36	256 qam	24
18	338750000	-11.4	36	256 qam	26
19	346750000	-8.7	37	256 qam	27
20	354750000	-8.7	37	256 qam	28
21	362750000	-12	36	256 qam	29
22	370750000	-13.8	35	256 qam	30
23	378750000	-12.2	36	256 qam	31
24	386750000	-11.7	36	256 qam	32

Upstream Channels (aren't Power Levels off the charts?):

Spoiler

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

1	32600000	48.3	5120	32 qam	5
2	46200000	47	5120	32 qam	3
3	53700000	46.3	5120	32 qam	2

[Tudor]

Most downstream channels have a too high a power level and you have 3 instead of 4 upstream channels that are on 32 not 64 QAM. You probably need a technician’s visit 

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150

[Tom_F]

Hi bittnerbarni, thanks for posting. 

Sorry about the connection issues you've experienced recently - thanks @Tudor for helping us identify the issue.

When checking things from here it's also clear that the hub is out of specification. So we can get an engineer visit arranged for you I will send you a PM to confirm a few details, just look out for the purple envelope and get back to me when you can.

Tom

[bittnerbarni]

Thanks Tudor and Tom!

Sent you the details.

Thanks,

Barney

[Tom_F]

Thanks for getting back to me @bittnerbarni - I've booked the visit now and you will find confirmation via your online account (virg.in/myVM) - you can also reschedule from there if needed.

Please keep us posted with how you get on, or let us know if we can help with anything else.

Tom 

[Tom_F]

Thanks for keeping me updated on this @bittnerbarni really glad to hear things have improved.

If you encounter any more problems or there's anything else we can help with please don't hesitate to give us another shout.

Tom