No Ranging Response received - T3 time-out

[Cox333]

Hi all, i have been having persistent connection drop outs on wired and wifi connections since March 2021. I did factory reset on the router but no change, i then found this issue on the forum and checked my router log and found that i was also getting critical errors for no ranging response.

I called virgin many times and eventually got an engineer to come out. I told him about the no ranging response issue and asked him to check the logs but his English was not very good and he seemed more concerned about me giving him a 5 star rating!

Anyway, he changed every possible connection and the filter between the box on my wall and my router, then when it failed with the same issue while he was here he changed the router and it appeared to work but the next day it failed again with the same issue !

Below are all the logs since the last visit on 27th July which hopefully might be of use, can anybody help with this ? 

18/08/2021 10:45:46	notice	LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 10:29:57	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 09:19:40	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 08:24:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 08:24:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
14/08/2021 21:02:49	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
14/08/2021 20:24:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
14/08/2021 20:24:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 19:09:50	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 08:24:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 08:24:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:57:35	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 04:25:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 04:25:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:21:46	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:25:6	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:25:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:05:8	notice	LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 15:57:43	notice	SW download Successful - Via Config file
27/07/2021 15:54:10	notice	SW Download INIT - Via Config file

1	539000000	3.7	37	256 qam	17
2	411000000	5.1	37	256 qam	1
3	419000000	4.9	37	256 qam	2
4	427000000	5	37	256 qam	3
5	435000000	4.4	37	256 qam	4
6	443000000	4.4	37	256 qam	5
7	451000000	4.5	37	256 qam	6
8	459000000	4	37	256 qam	7
9	467000000	4.3	37	256 qam	8
10	475000000	3.5	37	256 qam	9
11	483000000	4	37	256 qam	10
12	491000000	3.7	37	256 qam	11
13	499000000	4	37	256 qam	12
14	507000000	3.9	37	256 qam	13
15	515000000	3.5	37	256 qam	14
16	523000000	3.7	37	256 qam	15
17	531000000	3.4	37	256 qam	16
18	547000000	3.2	37	256 qam	18
19	555000000	3.9	37	256 qam	19
20	563000000	2.7	37	256 qam	20
21	571000000	3.4	37	256 qam	21
22	579000000	2.7	37	256 qam	22
23	587000000	3	37	256 qam	23
24	595000000	3	37	256 qam	24

1	64799976	45.3	5120	64 qam	2
2	51799993	42.8	5120	64 qam	4
3	58300024	44.8	5120	64 qam	3
4	71300019	46.8	5120	64 qam	1

[lotharmat]

Nothing standing out from those!

Can you post up the tables that contain the errors (PostRS for downstream and T3 (most likely) for Upstream)

[Cox333]

Hiya, thanks for the quick response ! 

Hopefully this is what you mean ?

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

1	Locked	37.6	5	0
2	Locked	37.6	13	0
3	Locked	37.6	0	0
4	Locked	37.6	5	0
5	Locked	37.3	1	0
6	Locked	37.3	5	0
7	Locked	37.6	4	0
8	Locked	37.6	1	0
9	Locked	37.6	0	0
10	Locked	37.6	1	0
11	Locked	37.6	5	0
12	Locked	37.6	8	0
13	Locked	37.6	4	0
14	Locked	37.6	6	0
15	Locked	37.6	0	0
16	Locked	37.6	4	0
17	Locked	37.6	7	0
18	Locked	37.6	11	0
19	Locked	37.3	0	0
20	Locked	37.3	1	0
21	Locked	37.3	0	0
22	Locked	37.3	0	0
23	Locked	37.3	6	0
24	Locked	37.6	0	0

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

[lotharmat]

Those also look fine - Can you set up a 'Broadband Quality Monitor'?. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Cox333]

I have left it for a few days but not had an outage for a few days now, maybe this will help anyway ? 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8938b8f816f14ea2d160b8eed0d9ac80b6b3ea02

[Martin_N]

Hi Cox333,

Thank you for your post and welcome to the community. 

I'm sorry to hear about the broadband issue you've been having. 

I have been able to locate your account and am happy to help if you still require assistance. 

Can you confirm if you're still having the issue with your service?

^Martin

[Cox333]

Hello, I'm still not satisfied that the problem has gone, I just haven't had an outage since last week so will keep monitoring my connection. Can you tell anything from the connection monitor ?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8938b8f816f14ea2d160b8eed0d9ac80b6b3ea02

[Akua_A]

Thank yo for getting back to us @Cox333.

There seems to be a subtle interference on your service. I have been able to access your account to further look into this however your hub data is currently not showing on our system. Are you able to reboot your hub so we can access this data and best help you?

Thanks,

[Cox333]

Hi, I had an outage earlier today at 2pm that impacted my wired connection as it dropped out for a minute or two which is exactly what seems to happen. The problem is the low level of interference seems to cause my wifi to drop in and out all day so its pretty much unusable. 

You can see what happened below and its still carrying on now

And again there is a critical ranging response error before the event

I will restart the router now 

[Corey_C]

Thanks for your reply and update, Cox333,

Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C