No ranging response

[Katyhopes81]

My hun constantly kicks everything offline and the critical error messages say no ranging response received. 

[jbrennand]

An explanation of Log messages is here..

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

Meanwhile, are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens?

[Katyhopes81]

Downstream bonded channels

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

1	339000000	1.9	37	256 qam	26
2	203000000	-0.9	36	256 qam	9
3	211000000	-0.5	36	256 qam	10
4	219000000	0	36	256 qam	11
5	227000000	0.7	36	256 qam	12
6	235000000	0.5	36	256 qam	13
7	243000000	0	36	256 qam	14
8	251000000	-0.7	36	256 qam	15
9	259000000	-1.5	36	256 qam	16
10	267000000	-0.7	36	256 qam	17
11	275000000	0	36	256 qam	18
12	283000000	0.9	37	256 qam	19
13	291000000	1	37	256 qam	20
14	299000000	1	37	256 qam	21
15	307000000	1	37	256 qam	22
16	315000000	1	37	256 qam	23
17	323000000	1.4	37	256 qam	24
18	331000000	1.7	37	256 qam	25
19	347000000	2.2	37	256 qam	27
20	355000000	2	37	256 qam	28
21	363000000	1.9	37	256 qam	29
22	371000000	2	37	256 qam	30
23	379000000	2	37	256 qam	31
24	387000000	2	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	592	2348
2	Locked	36.3	8145	8724
3	Locked	36.3	2287	6200
4	Locked	36.3	3516	4375
5	Locked	36.3	13577	8144
6	Locked	36.6	14313	8862
7	Locked	36.6	3596	6970
8	Locked	36.6	933	6993
9	Locked	36.6	7129	6106
10	Locked	36.6	13050	8202
11	Locked	36.6	10274	3859
12	Locked	37.3	1259	2809
13	Locked	37.3	2238	3813
14	Locked	37.3	9866	5998
15	Locked	37.3	5106	5298
16	Locked	37.6	900	4020
17	Locked	37.6	1904	3397
18	Locked	37.3	636	2325
19	Locked	37.6	582	2484
20	Locked	37.3	542	3729
21	Locked	37.6	607	3784

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

1	60300000	46.8	5120	64 qam	6
2	39400000	47.5	5120	64 qam	9
3	46200000	47.3	5120	64 qam	8
4	53700000	47	5120	64 qam	7

Upstream bonded channels

[Katyhopes81]

It’s mainly just WiFi but almost all the connections we use are WiFi. 

[jbrennand]

Partial set of stats (missing 3 down channels data - and the T error table) but you need to start from a blank sheet so do this....

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Katyhopes81]

Thanks will do we’ve had engineers out previously with the same issue and Ive asked if the coax connection they put into the house could be any longer as it’s only 1meter coming into the house behind a radiator so it’s got to be stretched to max to get the hub positioned upright atall. 

[Nathan_B]

Hi there @Katyhopes, thanks for your post.

I'm sorry to see you are having this ranging response error, jbrennand has given some good advice for this. How is everything looking for you after following this?

If you need any further help please let me know.

Regards

Nathan