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Loss of sync and No Ranging Response

RoscoMcqueen
Joining in

Hi everyone

For the past week or so I have been having lots of problems with my internet connection at certain times of day. I am on Virgin's 220Mb service and have a SuperHub 3 (in modem mode, in front of a Ubiquiti EdgeX router). I set up a broadband quality monitor when this started, result below:

Screenshot_20230707_103904.pngScreenshot_20230707_103936.pngScreenshot_20230707_104003.pngScreenshot_20230707_104029.pngScreenshot_20230707_104101.pngScreenshot_20230707_103715.pngScreenshot_20230707_103819.png

The periods of complete packet loss are me rebooting and checking cables etc.

Below are the tables from the status section in the SuperHub:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
339000000
Locked
Ranged Upstream Channel (Hz)
43100000
Locked
Provisioning State
Online

Downstream bonded channels

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

1339000000-1.540256 qam26
2203000000-0.240256 qam9
3211000000-0.240256 qam10
4219000000-0.440256 qam11
5227000000-0.740256 qam12
6235000000-0.740256 qam13
7243000000-0.740256 qam14
8251000000-0.940256 qam15
9259000000-0.440256 qam16
10267000000-0.240256 qam17
11275000000-0.540256 qam18
12283000000-0.240256 qam19
13291000000-0.240256 qam20
14299000000-0.440256 qam21
15307000000040256 qam22
16315000000-0.740256 qam23
17323000000-0.940256 qam24
18331000000-0.740256 qam25
19347000000-1.540256 qam27
20355000000-1.740256 qam28
21363000000-2.240256 qam29
22371000000-240256 qam30
23379000000-240256 qam31
24387000000-2.540256 qam32

Downstream bonded channels

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

1Locked40.31451675
2Locked40.31281305
3Locked40.91362056
4Locked40.31402086
5Locked40.31442870
6Locked40.31302718
7Locked40.91252084
8Locked40.91302566
9Locked40.31292927
10Locked40.91171813
11Locked40.31352239
12Locked40.31421933
13Locked40.31312085
14Locked40.91212425
15Locked40.91361805
16Locked40.31361874
17Locked40.31171916
18Locked40.31101863
19Locked40.31421749
20Locked40.31482667
21Locked40.91752734
22Locked40.91611805
23Locked40.31701594
24Locked40.91333029

Further logs in next post

16 REPLIES 16

RoscoMcqueen
Joining in

Upstream bonded channels

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

14310000040512064 qam2
22360000041.5512064 qam5
33010000040.5512064 qam4
43660000039.5512032 qam3
54960000039.5512064 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0030
4ATDMA0030
5ATDMA0000

Network Log

Time Priority Description

07/07/2023 09:09:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:06:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:06:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:05:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:05:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:05:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:05:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:04:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 09:04:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 08:57:36criticalReceived 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;
07/07/2023 08:56:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 08:56:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 08:56:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 08:56:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 08:56:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 13:40:11noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 13:16:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 13:16:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 13:05:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 13:05:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any help would be very much appreciated.

Thanks

Ross

Client62
Legend

Lots of Pre RS and Post RS errors on all the Downstream.
Call the automated fault line on 0800 561 0061 and see if there is a known fault in your street.

RoscoMcqueen
Joining in

Thanks for suggesting the fault line. There is indeed a fault but they've said it's a complex issue that is taking some time to resolve. Is it normal for faults to last more than a week?

Hi RoscoMcqueen,

Thank you for reaching out to us in our community and welcome back, apologies for any inconvenience caused by a fault in your area, some issues can take longer to fix depending on the complexity of the fault, this is the reason all fix times are estimated,

I was able to locate you on our system with the details we have for you and can see it is an SNR (Signal to Noise Ratio) this is noise on the Network caused by a damaged or exposed cable, this can take a little while to resolve due to locating the cable then once found we generally have to wait for permission from the local council to carry out the work.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working to resolve this ASAP.

Estimated fix is 12/07/23 @ 11:45, you can register for updates Via your Online Account.

Regards

Paul.


 

RoscoMcqueen
Joining in

Thanks for the update Paul. Does this mean the fault is not the cable that comes into my premises but is a fault somewhere else on the network?

jpeg1
Alessandro Volta

Most likely yes. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

RoscoMcqueen
Joining in

Has there been any progress on this problem? As predicted, the problem was happening between 10am and 4pm yesterday and will most likely happen again today during those times. 14 days and counting to resolve this is not acceptable.

"complex issue" usually means a longer wait. Unfortunately there's not much you, or the forum staff, can do to speed things up.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hi @RoscoMcqueen thanks for your reply - sorry that this is still ongoing for you.

I've checked things over here and the new fix time for this issue, is today 13th July at 16:00.

Please let us know how you're getting on after this time.

Many thanks

Tom_W