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girlsparked
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No Ranging Response - Several Disconnections Daily

For the last two months, I have been experiencing an intermittent fault with my broadband service which makes the connection unreliable as I have several drops throughout each day. Outside of these annoying disconnections, the service runs fine.

I will post below an example of the information from my Router Status page, taken shortly after one of these disconnections occurred. I would really appreciate if a member of the Virgin team could please look into this. Thank you!

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girlsparked
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Re: No Ranging Response - Several Disconnections Daily

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

323000000

-4.7

40

256 qam

24

2

139000000

-5

38

256 qam

1

3

147000000

-5.7

38

256 qam

2

4

155000000

-5.7

38

256 qam

3

5

163000000

-5.5

38

256 qam

4

6

171000000

-5.2

38

256 qam

5

7

179000000

-5

40

256 qam

6

8

187000000

-5.2

38

256 qam

7

9

195000000

-5.7

38

256 qam

8

10

203000000

-5.5

38

256 qam

9

11

211000000

-5.5

38

256 qam

10

12

219000000

-5.2

40

256 qam

11

13

227000000

-5

38

256 qam

12

14

235000000

-5.2

40

256 qam

13

15

243000000

-6

39

256 qam

14

16

251000000

-6.5

40

256 qam

15

17

259000000

-6

38

256 qam

16

18

267000000

-5.7

38

256 qam

17

19

275000000

-5.7

38

256 qam

18

20

283000000

-5.4

38

256 qam

19

21

291000000

-5.2

40

256 qam

20

22

299000000

-5.2

38

256 qam

21

23

307000000

-5.5

40

256 qam

22

24

315000000

-5.2

40

256 qam

23

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

133

32

2

Locked

38.9

6412

487

3

Locked

38.9

372

188

4

Locked

38.9

1072

257

5

Locked

38.9

6250

566

6

Locked

38.9

100

39

7

Locked

40.3

121

32

8

Locked

38.6

108

27

9

Locked

38.6

111

37

10

Locked

38.9

100

28

11

Locked

38.9

96

30

12

Locked

40.3

104

23

13

Locked

38.9

85

27

14

Locked

40.3

98

22

15

Locked

39.3

99

18

16

Locked

40.3

98

12

17

Locked

38.6

97

10

18

Locked

38.9

68

30

19

Locked

38.9

61

27

20

Locked

38.9

86

7

21

Locked

40.3

88

5

22

Locked

38.9

69

23

23

Locked

40.3

84

17

24

Locked

40.3

52

17

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600075

49

5120

64 qam

5

2

39400026

49.5

5120

64 qam

4

3

46200061

51

5120

64 qam

3

4

53700117

51

5120

64 qam

2

 

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

 

 

 

 

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girlsparked
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Re: No Ranging Response - Several Disconnections Daily

Network Log

Time

Priority

Description

13/04/2021 12:18:39

critical

Received 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;

13/04/2021 12:17:38

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:17:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:17:18

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:16:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:16:38

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:16:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:16:18

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:15:20

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:15:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:15:19

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:14:59

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:14:59

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:00:44

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 12:00:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 11:46:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 11:46:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/04/2021 23:37:13

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/04/2021 22:06:51

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/04/2021 13:41:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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lotharmat
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Message 4 of 9
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Re: No Ranging Response - Several Disconnections Daily

Upstream power looks a little high on 2 of the channels and the PostRS errors look like noise could be present!

When was the last time you rebooted your hub?

That would reset the errors and if they are still climbing after that - you may need a technician visit!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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girlsparked
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Re: No Ranging Response - Several Disconnections Daily

Thanks for your reply lotharmat - I've tried rebooting the Hub several times during these issues, unfortunately it doesn't provide any sort of long-term fix and the issue continues to affect the service intermittently.

I've read back over some old forum posts from users with similar issues, and agree that a technician visit probably looks to be what's required!

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lotharmat
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Re: No Ranging Response - Several Disconnections Daily

I agree - VM Staff should pick this up presently!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Zak_M
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Message 7 of 9
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Helpful Answer

Re: No Ranging Response - Several Disconnections Daily

Good afternoon @girlsparked 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband. 

 

I have just taken a look over your account and can see that you have spoken with the team yesterday,  have they been able to assist you with this issue? 

 

Kind regards,

Zak_M

girlsparked
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Re: No Ranging Response - Several Disconnections Daily

Hi Zak, thanks for taking the time to reply. I did end up phoning and indeed have just had a very helpful engineer at the property to perform a fix. Hopefully this will now resolve the problem!

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Zak_M
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Re: No Ranging Response - Several Disconnections Daily

Brilliant. 

 

Do let us know how things pan out, if we are able to assist further then please do let us know.

 

Kind regards,

Zak_M

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