No Ranging Response received - T3 time-out

[IDHDC]

Hi

I've just moved to Virgin broadband and I am experiencing wifi drop out in certain rooms in the house.  Having checked on the forums  and looked at my network log and I can see that there are a number of error messages stating "No Ranging Response received - T3 time-out".  Please could someone check my logs below and let me know what I need to do?  The drop outs are happening more frequently than the log would seem to indicate.  I have checked the cables and turned the router on and off (numerous occasions).

Both my wife and I are working from home and this issue is beginning to be a real problem with our online working.  

Logs are posted below:

Network log

14/06/2021 18:27:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 09:54:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 20:02:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 20:02:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 08:59:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 07:17:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 12:01:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:58:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 09:33:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 02:18:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 01:08:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 01:08:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 07:11:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 23:55:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 16:36:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 23:00:32	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 23:00:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 13:03:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 07:07:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 06:32:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Other logs to follow

[IDHDC]

Other logs

Downstream log

1	418750000	4.9	40	256 qam	32
2	202750000	6.3	40	256 qam	9
3	210750000	6.4	40	256 qam	10
4	218750000	6.4	40	256 qam	11
5	226750000	6.3	40	256 qam	12
6	234750000	6.1	40	256 qam	13
7	242750000	6	40	256 qam	14
8	250750000	6	40	256 qam	15
9	258750000	5.8	40	256 qam	16
10	266750000	5.5	40	256 qam	17
11	274750000	5.1	40	256 qam	18
12	282750000	5.1	40	256 qam	19
13	290750000	5.1	40	256 qam	20
14	298750000	5.4	40	256 qam	21
15	306750000	5.1	40	256 qam	22
16	314750000	5.1	40	256 qam	23
17	322750000	5.3	40	256 qam	24
18	330750000	5.4	40	256 qam	25
19	370750000	5.5	40	256 qam	26
20	378750000	5.5	40	256 qam	27
21	386750000	5	40	256 qam	28
22	394750000	5.4	40	256 qam	29
23	402750000	5.3	40	256 qam	30
24	410750000	5.1	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	11	0
2	Locked	40.3	28	19
3	Locked	40.3	13	0
4	Locked	40.9	29	0
5	Locked	40.9	31	0
6	Locked	40.3	47	0
7	Locked	40.9	35	0
8	Locked	40.3	11	0
9	Locked	40.9	26	0
10	Locked	40.3	20	0
11	Locked	40.3	25	0
12	Locked	40.9	28	0
13	Locked	40.9	25	0
14	Locked	40.3	32	0
15	Locked	40.3	33	0
16	Locked	40.3	30	0
17	Locked	40.9	28	0
18	Locked	40.9	17	0
19	Locked	40.3	17	0
20	Locked	40.3	18	0
21	Locked	40.3	41	0
22	Locked	40.3	20	0
23	Locked	40.9	25	0
24	Locked	40.3	19	0

Upstream bonded channels log

1	53700034	33	5120	64 qam	10
2	60300007	32.5	5120	64 qam	9

Upstream bonded channels

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0

[Andrew-G]

Your upstream power levels are too low and you're missing two U/S channels.  I've flagged for staff to advise - if it needs a technician to fix they will arrange it for you.

[IDHDC]

Thanks Andrew for the prompt response. Hope VM are as responsive!

[Zach_R]

Hi @IDHDC,

Thank you for your posts and welcome to our community forums. We're here to help.

I am so sorry to hear that you're having these problems with your broadband services recently.

Along with providing your network logs, I can also see that you've mentioned turning the router off and back on again on multiple occasions. May I ask if you've also performed a factory reset of the router yet? If not, can you give this a go and let us know if you see any improvements off the back of it?

Thanks,
 

[IDHDC]

Hi Zach

Thanks for the response.  I haven't done a factory reset (only had the hub up and running for less than a month) but I will try and see what happens.  Is it usual to have to perform such a reset?  I have just switched to you from Sky (none fibre) where in the last ten years I have never had to reset their router.

Thanks

Ian 

[Zach_R]

Hi @IDHDC,

I certainly appreciate your apprehension, but in some circumstances performing a factory reset can help to clear a number of service faults, including the one that you're currently experiencing.

Let us know how you get on either way and we can go from there.

Thanks,
 

[IDHDC]

Hi Zach

I've factory reset the router and it was ok for a few hours this afternoon but I've had problems in the last few minutes.  The router log is showing the same No ranging problem.

5/06/2021 16:55:9

critical

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

I've set up a Broadband Quality Monitor and I don't profess to know what the graph shows but there is a think red line (at the same time as the ranging problem.

Please can you advise what to do next?

[Paulina_Z]

Hi @IDHDC,

Thank you for getting back to us about this issue!

I can see that you have reset your Hub. Thank you for doing so. 

I have taken another look at your power levels and they are looking really good. No issues showing at the moment.

I would advise you monitor your connection over the next 24 hours and then get back to us with a live link to your BQM chart so we can see what the connection was doing over the past day.

We'll be able to run more in depth tests after this.

Thanks! 🙂

[IDHDC]

Hi Pauline

I've checked the log again today and there does not appear to be any new notifications.  However the internet has been very patchy today particularly on the second floor of the house (the router is on the first floor) which has been causing problems for my wife and her work.  I have checked with the Virgin Media app and the quality of signal fluctuates from great to no signal at all.  Also we have a number of Echo Dots in the house which are losing connection with the router on a daily basis and have to be reconnected manually each time.

As requested please find attached the link to the Broadband Quality Monitor as requested:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a339d9f7e7275c08660ece4b44a4e1be795f9284

As I said the internet connectivity has been particularly poor today (more so in the morning) hopefully the graph can shed some light on what the issue might be.

I would appreciate if someone could take a look at this as the last 24 hours service have not been acceptable.  If anything else is needed from me please just let me know.

Many thanks