Intermittent issues "No Ranging Response received - T3 time-out"

[Impudent]

Hi, I have been seeing intermittent issues with internet connectivity for the past over the past three to four weeks. I have a Hub 3 in modem mode connected to an Asus router (RT-AX88U). The Asus router looses the WAN IP but recovers when I cycle the virgin hub - which tends to imply that it's the hub at fault.I've tried swapping cable between hub and router (no improvement) and reseating the coax in the hub (no improvement).

Connecting direct to the hub, when the issue happened again today, the logs look like the following:

21/12/2023 14:03:28 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:03:28 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:02:38 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:02:38 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:01:28 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:01:28 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:00:48 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
21/12/2023 14:00:48 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;

Cable modem status - Upstream / Downstream:

Following a remote reset (using virgin online diagnostics) everything is back up and running again.

Please advise on next steps to address this, or if you need any more/different information to move forward.

Many thanks

Simon

[legacy1]

Its unclear why this should happen to some people in modem mode seem to happen due to firmware updates but might not be the reason it could be that VM are clearing the DHCP table their end causing the hub to be denied until a reboot to pull a new 10. IP for the modem.

Or it could be your router but that might be unlikely if you unplug replug the Ethernet cable (which you should test) and still internet is down but a reboot of just the hub allows it to work.

[Impudent]

Thanks for the input - FWIW, I have tried unplugging the ethernet cable between the hub and router. This doesn't allow router to re-establish the WAN IP. It only recovers once the hub has been rebooted.

[Client62]

Notice the Hub was performing a software update ref : "Update in progress" - has that completed ?

[Impudent]

Yes, it completed.

How frequently is the software updated? 

If the loss of connectivity is related to updates then I'm wondering why this behaviour has only started in the past month (I've not been counting but at least 10 times).

We've had this hub 3 since mid-August.