Menu
Reply
kaadric
  • 17
  • 0
  • 0
Tuning in
326 Views
Message 1 of 34
Flag for a moderator

Connection Dropping

Hello VM Customer Service,

Seeing these message on the hub 3 box before connection drops and box needs rebooting.

No Ranging Response received - T3 time-out

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Ranging Request Retries exhausted

Downstream bonded channels show as below.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 4.1 38 256 qam 1
2 146750000 4.3 38 256 qam 2
3 154750000 3.9 38 256 qam 3
4 162750000 3.7 38 256 qam 4
5 170750000 3.4 38 256 qam 5
6 178750000 3 38 256 qam 6
7 186750000 3 38 256 qam 7
8 194750000 3.2 38 256 qam 8
9 202750000 3.2 38 256 qam 9
10 210750000 3.5 38 256 qam 10
11 218750000 3.7 38 256 qam 11
12 226750000 3.5 38 256 qam 12
13 234750000 3.5 38 256 qam 13
14 242750000 3.4 38 256 qam 14
15 250750000 3.4 38 256 qam 15
16 258750000 3 38 256 qam 16
17 266750000 2.9 38 256 qam 17
18 274750000 2.5 38 256 qam 18
19 282750000 2.7 38 256 qam 19
20 290750000 2.7 38 256 qam 20
21 298750000 3 38 256 qam 21
22 306750000 3.4 38 256 qam 22
23 314750000 3.2 38 256 qam 23
24 322750000 3.5 38 256 qam 24

Please advise.

Thank You

Richard

0 Kudos
Reply
-tony-
  • 16.56K
  • 1.31K
  • 3.91K
Very Insightful Person
Very Insightful Person
323 Views
Message 2 of 34
Flag for a moderator

Re: Connection Dropping

post the second page from the downstream and the upstream figures 

what is actually dropping - wired - wifi or both

____________________

Tony
0 Kudos
Reply
kaadric
  • 17
  • 0
  • 0
Tuning in
312 Views
Message 3 of 34
Flag for a moderator

Re: Connection Dropping

Hi Tony,

Just wired drops as the hub is being used in modem mode.

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 0 0
2 Locked 38.6 6 0
3 Locked 38.9 5 0
4 Locked 38.9 0 0
5 Locked 38.6 0 0
6 Locked 38.6 0 0
7 Locked 38.6 0 0
8 Locked 38.9 5 0
9 Locked 38.9 5 0
10 Locked 38.6 4 0
11 Locked 38.6 0 0
12 Locked 38.6 6 0
13 Locked 38.6 6 0
14 Locked 38.9 0 0
15 Locked 38.6 4 0
16 Locked 38.9 0 0
17 Locked 38.6 5 0
18 Locked 38.9 0 0
19 Locked 38.9 3 0
20 Locked 38.9 6 0
21 Locked 38.6 6 0
22 Locked 38.6 5 0
23 Locked 38.6 5 0
24 Locked 38.9 4 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 28.8 5120 32 qam 7
2 39400000 30.7 5120 16 qam 10
3 46200000 31 5120 16 qam 9
4 53700000 31.2 5120 16 qam 8


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Thank You

regards

Richard

0 Kudos
Reply
-tony-
  • 16.56K
  • 1.31K
  • 3.91K
Very Insightful Person
Very Insightful Person
308 Views
Message 4 of 34
Flag for a moderator
Helpful Answer

Re: Connection Dropping

i assume thats not FTTP as i believe the upstream levels are different but even if it is the upstream is a mess and i would suspect thats the problem

will flag the thread to get VM here and get a tech booked to have a look if its not a known area fault

____________________

Tony
kaadric
  • 17
  • 0
  • 0
Tuning in
303 Views
Message 5 of 34
Flag for a moderator

Re: Connection Dropping

Tony,

Thank You.

Much Appreciated.

regards

Richard

0 Kudos
Reply
Sasha_W
  • 982
  • 40
  • 76
Forum Team
Forum Team
285 Views
Message 6 of 34
Flag for a moderator

Re: Connection Dropping

Hi @kaadric,

thanks for posting this on here and welcome to the forum community! 

 

Sorry to hear you're having some issues, I can appreciate this isn't ideal. 

 

Do your drop outs improve at all when you reboot the box? 

 

Do drop outs occur on all devices or is this something that happens on one device? 

 

May sound obvious but is there an outage in your area which could be causing these drops outs? You can check the service status page here

 

How is your wired connection? 
 

Thanks 

Sasha 

Sasha - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
kaadric
  • 17
  • 0
  • 0
Tuning in
281 Views
Message 7 of 34
Flag for a moderator

Re: Connection Dropping

Hi Sasha,

The drop outs do improve after rebooting the box.

The drop out occurs on all devices.

I did check for outages in our are and there were none for broadband.

The wired connection is where the failure is...and it's the only connection I use as the virgin router is being used in modem mode only.

regards

Richard

0 Kudos
Reply
Sasha_W
  • 982
  • 40
  • 76
Forum Team
Forum Team
277 Views
Message 8 of 34
Flag for a moderator

Re: Connection Dropping

Oh I see, 

Okay so do these drops out occur roughly at the same time? 

 

How long after rebooting does the drop out then occur again? 

 

Have you tried switching out the ethernet cable for a different one if you do have another one? 

 

Thanks 

Sasha 

Sasha - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
-tony-
  • 16.56K
  • 1.31K
  • 3.91K
Very Insightful Person
Very Insightful Person
277 Views
Message 9 of 34
Flag for a moderator

Re: Connection Dropping


@Sasha_W wrote:

Hi @kaadric,

thanks for posting this on here and welcome to the forum community! 

Sorry to hear you're having some issues, I can appreciate this isn't ideal. 

Do your drop outs improve at all when you reboot the box? 

Do drop outs occur on all devices or is this something that happens on one device? 

May sound obvious but is there an outage in your area which could be causing these drops outs? You can check the service status page here

How is your wired connection? 
 Thanks 

Sasha 


with respect - you are seriously asking the customer if there is a outage in his area - do you not have that info - if not then surely you need to go to pm to find out what area he is in and check

you make no reference to the upstream levels and qam 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 28.8 5120 32 qam 7
2 39400000 30.7 5120 16 qam 10
3 46200000 31 5120 16 qam 9
4 53700000 31.2 5120 16 qam 8

as to dropouts the hub is in modem mode according to the op and its the connection that drops - i.e. the connection to the hub - the reason i would suggest is the upstream levels

so again with respect - i think you need to look again @Sasha_W 

and why would changing the lan cable stop the hub from dropping its connection as that is what seems to be happening

hmmmmmmmmmmmmmm

____________________

Tony
0 Kudos
Reply
kaadric
  • 17
  • 0
  • 0
Tuning in
222 Views
Message 10 of 34
Flag for a moderator

Re: Connection Dropping

Hi @sasha_w,

No the drop outs don't occur roughly at the same time. 

This latest drop out has occurred after about 5 days.

Ethernet cable has been switched out twice.

Logs

30/03/2021 10:54:15 critical No Ranging Response received - T3 time-out;
30/03/2021 10:53:49 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
30/03/2021 10:53:49 critical Ranging Request Retries exhausted;
30/03/2021 07:56:18 critical No Ranging Response received - T3 time-out;

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 3.9 38 256 qam 1
2 146750000 3.9 38 256 qam 2
3 154750000 3.5 38 256 qam 3
4 162750000 3.4 38 256 qam 4
5 170750000 3 38 256 qam 5
6 178750000 2.7 38 256 qam 6
7 186750000 2.7 38 256 qam 7
8 194750000 2.9 38 256 qam 8
9 202750000 3 38 256 qam 9
10 210750000 3.2 38 256 qam 10
11 218750000 3.2 38 256 qam 11
12 226750000 3.2 38 256 qam 12
13 234750000 3 38 256 qam 13
14 242750000 3 38 256 qam 14
15 250750000 3 38 256 qam 15
16 258750000 2.7 38 256 qam 16
17 266750000 2.5 38 256 qam 17
18 274750000 2.2 38 256 qam 18
19 282750000 2.4 38 256 qam 19
20 290750000 2.5 38 256 qam 20
21 298750000 2.7 38 256 qam 21
22 306750000 3.2 38 256 qam 22
23 314750000 3 38 256 qam 23
24 322750000 3.2 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 328 0
2 Locked 38.9 162 0
3 Locked 38.9 85 0
4 Locked 38.9 62 0
5 Locked 38.9 42 0
6 Locked 38.9 76 0
7 Locked 38.9 86 0
8 Locked 38.9 39 0
9 Locked 38.9 53 0
10 Locked 38.6 41 0
11 Locked 38.9 36 0
12 Locked 38.6 56 0
13 Locked 38.6 46 0
14 Locked 38.6 39 0
15 Locked 38.9 52 0
16 Locked 38.9 19 0
17 Locked 38.6 48 0
18 Locked 38.6 50 0
19 Locked 38.6 74 0
20 Locked 38.6 42 0
21 Locked 38.6 53 0
22 Locked 38.6 48 0
23 Locked 38.9 54 0
24 Locked 38.6 53 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 30.3 5120 32 qam 7
2 39400000 29.8 5120 32 qam 10
3 46200000 30 5120 32 qam 9
4 53700000 30.3 5120 64 qam 8


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 47 0
2 ATDMA 0 0 10 0
3 ATDMA 0 0 48 0
4 ATDMA 0 0 39 0

Please advise next steps.

Thank You

regards

Richard

0 Kudos
Reply