cancel
Showing results for 
Search instead for 
Did you mean: 

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

ck_vbroadband
Tuning in

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;

 

1 ACCEPTED SOLUTION

Accepted Solutions

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

See where this Helpful Answer was posted

28 REPLIES 28

ck_vbroadband
Tuning in

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

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

ck_vbroadband
Tuning in

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.

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 :). 
 

Here to help 🙂
Virgin Media Forums Agent
Carley

bkchets
Tuning in

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!

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?

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


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!

Thanks for coming back to us @bkchets, and I'm sorry to hear of this ongoing issue, and the impact it's having on your working and family life currently.

Running a flow on the equipment and no faults are detected on the connection, with the advising of a resetting of the hub needing to be completed, as per the advice you appear to have been issued over the phone.

Have you possibly set up a broadband quality monitor, to keep tabs on the status of the connection of the services?

Thanks,

David_Bn

bkchets
Tuning in

This was Sunday 19th: 

bkchets_0-1700668246107.png

And then the 20th: 

bkchets_1-1700668290714.png