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Mr_Birdman
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Frequent drop outs: No Ranging Response received - T3 time-out

Similar to a lot of other posts I have seen, I am recently having fairly frequent drop outs and the error at the time they happen is "No Ranging Response received - T3 time-out;"

I have tried all the usual troubleshooting, restarted the hub, checked connections, tested both wired and wireless (drops out on both, so it's not just a WiFi issue) and even factory reset the hub. I last reset the hub Friday and things have been fine for a few days, but this morning the issue has returned. Obviously with the current situation this is a fairly big issue as I am unable to work with any confidence as the drop outs happen every 2-3 hours. I tried calling support, but was on hold for over 40 minutes, time I don't have to take on a work day. Replies on the community forums from VM in the past have always been good for me, hence turning here. Network log below. Any help is greatly appreciated. 

Network Log

Time Priority Description

10/02/2021 10:19:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:52:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:52criticalReceived 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;
10/02/2021 09:51:39ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:39critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:39criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:23critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:23criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:53criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:52criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 2 of 10
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Post up the rest of the data as per this protocol...
____________________________________

Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Mr_Birdman
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Message 3 of 10
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Sorry, totally forgot that was needed in the past. Upstream and downstream below: 

Downstream bonded channels

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

14027500001640256 qam30
220275000015.540256 qam9
32107500001540256 qam10
421875000015.140256 qam11
522675000015.140256 qam12
623475000015.140256 qam13
72427500001540256 qam14
825075000014.940256 qam15
925875000015.540256 qam16
1026675000015.540256 qam17
1127475000015.140256 qam18
1228275000014.940256 qam19
132907500001540256 qam20
1429875000015.640256 qam21
1530675000015.540256 qam22
1631475000015.140256 qam23
1732275000015.440256 qam24
1833075000015.640256 qam25
193707500001640256 qam26
2037875000016.540256 qam27
213867500001640256 qam28
223947500001640256 qam29
2341075000016.540256 qam31
2441875000016.640256 qam32



Downstream bonded channels

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

1Locked40.36814435276
2Locked40.97334078833
3Locked40.37385377696
4Locked40.37439574820
5Locked40.97531470708
6Locked40.97527667431
7Locked40.97580366046
8Locked40.37593265034
9Locked40.97666960534
10Locked40.37575158952
11Locked40.37506357424
12Locked40.37625355204
13Locked40.37503953751
14Locked40.37523849794
15Locked40.97411548463
16Locked40.97325549090
17Locked40.97283646280
18Locked40.37171644622
19Locked40.96787736362
20Locked40.96726835501
21Locked40.36669635764
22Locked40.96524334649
23Locked40.96308131775
24Locked40.96185830889

 

Upstream bonded channels

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

14620000737.3512064 qam1
22580003134.3512064 qam4
33260000742.8512064 qam3
43939998838.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Mr_Birdman
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Message 4 of 10
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

I'm now seeing on the hub settings page (Partial service (US only)). 

I should note, the I reset it yesterday morning and it's been fine for about 20 hours, but it's now doing the exact same thing again. 

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Mr_Birdman
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Also to add, occasionally when the hub 3 comes back up, I am seeing a different UI with no Virgin Media branding. It looks like it might be the default one. 

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jbrennand
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Message 6 of 10
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Your connection is dreadful because all of the down power levels are way aboove the recommended maximum of +10dBmV.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take 5-10 days for them to get here.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Mr_Birdman
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Message 7 of 10
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Thanks, spoke to support this morning and they confirmed the same immediately. They've sent out a new hub which should hopefully fix the issue. 

I will update to confirm if it does or not.

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Mr_Birdman
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Just called back as the new hub hasn't turned up only to be told it wasn't ordered on Monday like the agent said. 

At this point I'm on the line with cancellations and may in fact go ahead with it as I've had more issues with Virgin Media over the last 18 months than any other ISP in the last 9 years. If anybody from Virgin Media is reading this and is able to assist in any way it would be massively appreciated. I have resorted to having to start working in our offices again, which isn't something I want to be doing long term. 

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Mr_Birdman
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

Spoke to cancellations who doubled my speed for free, however I was then put back into the usual queue for tech support and had to try and explain the issue with the hub again. I've lost patience with the non-UK call centres for today, so I will call back up first thing tomorrow to see if I can speak to someone to get an engineer or new hub sent out. 

I should add, every previous engineer visit I have had has been arranged through the forums rather than official support channels, which is the reason for continuing to update this post. 

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Mr_Birdman
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Re: Frequent drop outs: No Ranging Response received - T3 time-out

So far today I have spent 45 minutes on the phone out of my work time trying to get through to someone just to get an engineer out to look at this issue. Recent network logs below for context. 

Time Priority Description

19/02/2021 09:43:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:39:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:39:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:33:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:33:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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