Sanity Check - Multiple - No Ranging Response received - T3 time-out

[mattavisvm]

Hello,

I am experiencing drop out and random disconnects. Looking at the logs there are many "No Ranging Response received - T3 time-out;".

I have called customer services and all I am told to do is reboot the Hub 3.0 or factory reset with the "promise" that will fix it. I have done this many times since the call but still the issue persists.

Having Googled around this appears to possibly be something to do with the power levels?

Any ideas?

Downstream bonded channels

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

1 331000000 14.4 40 256 qam 25

2 235000000 11.1 38 256 qam 13

3 243000000 11 38 256 qam 14

4 251000000 11.3 38 256 qam 15

5 259000000 11.6 38 256 qam 16

6 267000000 12.3 38 256 qam 17

7 275000000 13 40 256 qam 18

8 283000000 13.8 40 256 qam 19

9 291000000 13.6 40 256 qam 20

10 299000000 14 40 256 qam 21

11 307000000 14.1 40 256 qam 22

12 315000000 14.1 40 256 qam 23

13 323000000 14 40 256 qam 24

14 339000000 14.4 40 256 qam 26

15 347000000 14.1 40 256 qam 27

16 355000000 14.4 40 256 qam 28

17 363000000 14.5 40 256 qam 29

18 371000000 14 40 256 qam 30

19 379000000 14 40 256 qam 31

20 387000000 14.4 40 256 qam 32

21 395000000 14.1 40 256 qam 33

22 403000000 13.5 40 256 qam 34

23 411000000 13.5 40 256 qam 35

24 419000000 13.6 40 256 qam 36

Downstream bonded channels

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

1 Locked 40.3 22 0

2 Locked 38.9 42 0

3 Locked 38.9 44 0

4 Locked 38.9 32 0

5 Locked 38.6 26 0

6 Locked 38.9 29 0

7 Locked 40.9 28 0

8 Locked 40.3 39 0

9 Locked 40.3 37 0

10 Locked 40.3 33 0

11 Locked 40.3 14 0

12 Locked 40.3 26 0

13 Locked 40.3 27 0

14 Locked 40.3 14 0

15 Locked 40.9 33 0

16 Locked 40.3 27 0

17 Locked 40.9 19 0

18 Locked 40.9 21 0

19 Locked 40.3 29 0

20 Locked 40.3 24 0

21 Locked 40.3 31 0

22 Locked 40.3 25 0

23 Locked 40.3 25 0

24 Locked 40.3 29 0

Upstream bonded channels

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

1 39400149 39.3 5120 64 qam 2

2 32600082 39.8 5120 64 qam 3

3 25800258 39.8 5120 64 qam 4

4 46200166 39.5 5120 64 qam 1

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

[Adduxi · Accepted solution]

Your Downstream power levels are too high, range should be -6 to +10.  A VM technician will be needed to fix this.

Either phone in or wait here a day or two for a VM Mod to pick this up.

[mattavisvm]

Great, thanks for the reply! I thought they were.

I will wait for a VM Mod to reply, the phone support just tell me to reboot the Hub every time.

Cheers!

[Beth_G]

Hi mattavisvm,

Welcome to the Community Forums! Thank you for your post.

I'm sorry to hear you're having some trouble with your broadband service. Adduxi is absolutely right - your signal levels are out of spec so we will need to arrange an engineer visit to put things right.

I'll pop you over a PM now so I can take some more details 🙂

Beth

[Beth_G]

Hey Matt,

Thanks very much for confirming your details with me via PM.

After having a look, you downstream power levels were way out of spec, so I've arranged the next available engineer visit for you.

To view or make changes to your appointment time slot, please sign into your My Virgin Media account and head here.

Keep us posted with how the visit goes and if there's anything else we can help you with 🙂