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Broadband keeps dropping out (No Ranging Response received - T3 time-out)

will-w
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Hello

Posting in desperation after spending an infuriating 45 minutes speaking to "Technical Support"...

For the last week or so we have had persistent problems with the internet dropping out and intermittently coming back.  Some times it comes back itself after 30 minutes or so, other times it can be hours (or a reboot of the modem resolves the issue). 

I spoke to the chap on the helpdesk about looking at the router logs - the fact that I had seen the "No Ranging Response received" error, sometimes in line with the outages - and the person had no idea what logs I was referring to.

I requested that the case was escalated, but was told blankly that he would not as we use a third party router (the VM Hub is in modem mode).  I then had to spend 20 minutes trying to get him to understand that even if I directly connect one of my devices it didn't work!

The engineer has now put the Hub back into Router mode, and refused to set it back..  I cannot get logged into the router gui to set it back, so I now have a house full of smart devices with zero internet connectivity.

*Sigh*

23 REPLIES 23

will-w
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Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
267000000
Locked
Ranged Upstream Channel (Hz)
36600000
Locked
Provisioning State
Online

will-w
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Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1267000000040256 qam17
2275000000-0.540256 qam18
3283000000-0.740256 qam19
4291000000-0.540256 qam20
5299000000-0.740256 qam21
6307000000-140256 qam22
7315000000-0.740256 qam23
8323000000-0.740256 qam24
9331000000-0.740256 qam25
10339000000-1.240256 qam26
11347000000-140256 qam27
12355000000-140256 qam28
13363000000-1.440256 qam29
14371000000-2.238256 qam30
15379000000-2.538256 qam31
16387000000-2.440256 qam32
17395000000-240256 qam33
18403000000-2.438256 qam34
19411000000-2.738256 qam35
20419000000-340256 qam36
21427000000-340256 qam37
22435000000-340256 qam38
23443000000-3.540256 qam39
24451000000-438256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.9220
2Locked40.3300
3Locked40.9410
4Locked40.3450
5Locked40.3430
6Locked40.3420
7Locked40.3480
8Locked40.3390
9Locked40.3390
10Locked40.3390
11Locked40.3500
12Locked40.3370
13Locked40.3520
14Locked38.6710
15Locked38.9600
16Locked40.3690
17Locked40.3290
18Locked38.9390
19Locked38.9400
20Locked40.3370
21Locked40.3500
22Locked40.9500
23Locked40.3770
24Locked38.9840

will-w
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Upstream bonded channels

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

13660000040.8512064 qam3
24960000042512064 qam1
33010000040512064 qam7
44310000041.3512064 qam2
52360000039512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

will-w
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Network Log

Time Priority Description

28/08/2023 00:07:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 17:55:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 17:35:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 14:33:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 11:46:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2023 20:18:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2023 13:14:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 14:26:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 08:39:52criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 08:38:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 08:38:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 08:38:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 08:38:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 03:11:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 12:37:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 12:03:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 05:56:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 12:03:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2023 00:37:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2023 00:03:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

will-w
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The above stats have been take about 30 minutes after a reboot..

Client62
Legend

Connection stats are ok.

During an extended dropout do you see any changes in the lights on the Hub 3's front panel ?

If this is just a Wi-Fi issues, Disable Smart Wi-Fi / Wireless Channel Optimisation also set the 2.4Ghz band to Channel or 1 or 6 or 11 and set the 5 Ghz band to Channel 44.  These steps are to prevent the Hub 3 from performing random channel changes that can result in repeated loss of the Wi-Fi service.

No Wifi as the Virgin Hub is in modem mode. 

The light on the front of the hub is normally a purple.  The chap I spoke to on tech support said that that this isn’t a real colour, and it should be white (it shouldn’t be).

will-w
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Also, during the outages no internal devices are able to ping the modem mode IP 192.168.100.1

Hi there @will-w 👋 Welcome to our forum and thanks for your post 😊

Sorry to see that you've been having issues with your broadband dropping. I've checked our system and noticed that there does seem to be a long disconnection period over the past few days.

This will require further investigation so I'll send you a PM to confirm your details so this can be checked.

Regards

Nathan

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