Unicast Ranging Received Abort Response

[Hux221]

Hi there,

My Hub 3.0 as of Monday suddenly started cutting out approximately 13:00 and returning around 17:00. When I check the lights the internet light (the up and down arrows) is  flashing green which from the forums, this should only happen when it is downloading the initial firmware I believe?

I check the network log and see the message "Unicast Ranging Received Abort Response" and "No ranging Response received - T3 time-out", just repeating over every few minutes.

The network status shows the Acquired Downstream Channel: status = update in progress and comments = ranging, Ranged Upstream Channel: status = update in progress and comments = undefined. Yesterday it was only the Upstream Channel showing this.

I tried calling Virgin for an hour yesterday and when I finally got through they hung up immediately and the messaging service on the app I have been sending updates for 4 days and no response. Please help, I'm working from home and need this to keep me in work.

[Hux221]

Network Log

Time Priority Description

26/03/2020 17:03:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:58:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:58:15	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:58:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:33:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:33:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:31:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:31:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:30:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:30:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:29:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:29:59	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:28:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:28:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:27:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:27:12	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:25:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:25:27	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:24:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 16:24:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	291000000	-16.9	33	256 qam	20
2	219000000	-16.2	33	256 qam	11
3	227000000	-16.2	33	256 qam	12
4	235000000	-16.4	33	256 qam	13
5	243000000	-16.8	33	256 qam	14
6	251000000	-16.7	33	256 qam	15
7	259000000	-16.8	33	256 qam	16
8	267000000	-16.9	33	256 qam	17
9	275000000	-16.8	33	256 qam	18
10	283000000	-16.9	33	256 qam	19
11	299000000	-16.8	32	256 qam	21
12	307000000	-17.2	32	256 qam	22
13	315000000	-17.4	32	256 qam	23
14	323000000	-17.5	32	256 qam	24
15	347000000	-17.7	32	256 qam	25
16	355000000	-17.8	32	256 qam	26
17	363000000	-17.8	32	256 qam	27
18	371000000	-17.9	32	256 qam	28
19	379000000	-18	32	256 qam	29
20	387000000	-18	32	256 qam	30
21	395000000	-18	32	256 qam	31
22	403000000	-18	32	256 qam	32
23	411000000	-17.8	32	256 qam	33
24	419000000	-17.9	32	256 qam	34

Downstream bonded channels

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

1	Locked	33	8680	0
2	Locked	33.8	1311	0
3	Locked	33.4	2105	0
4	Locked	33.4	2145	0
5	Locked	33.4	3105	0
6	Locked	33.3	4300	0
7	Locked	33	5671	0
8	Locked	33	6410	0
9	Locked	33	5676	0
10	Locked	33	6763	0
11	Locked	32.6	18287	0
12	Locked	32.9	12955	0
13	Locked	32.6	16742	0
14	Locked	32.6	17431	0
15	Locked	32.6	26540	0
16	Locked	32.5	28543	0
17	Locked	32.6	28722	0
18	Locked	32.3	37624	0
19	Locked	32.2	55587	0
20	Locked	32.2	39423	0
21	Locked	32.5	32330	0
22	Locked	32.3	40471	0
23	Locked	32.3	50071	0
24	Locked	32.2	42764	0

[Hux221]

I managed to reboot the Hub 3.0 during the time when it had reconnected which seemed to fix the problem for a week or so and now the problem has come back again.

The front of the hub:

Green WiFi light

Flashing green internet light

Green power light

Router status:

AcquiredDownstream Channel: 291000000, ranging

Ranged Upstream Channel: update in progress, undefined

Provisioning state: offline

Has anyone encountered this problem before? I could really do with the assistance.

[Jake_S · Accepted solution]

Hi, 

Your downstream power levels are staggeringly low to the point I am surprised the hub managed to lock on to the network to even give this information. Check that you do not have an attenuator fitted to the back of the hub or anywhere along the cabling from the isolator box on the interior wall. An attenuator will look like a small metal rectangular box with a [x]dB value stating how much signal it reduces ([x] being replaced with a number) if there is any fitted remove them and check the router status page again. 

Hope this helps
Jake
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[Hux221]

Hi Jake,

I have found the attenuator you mentioned and removed it, my internet has returned and here are the updated stats on the status page:

Acquired Downstream Channel (Hz)
291000000
Locked
Ranged Upstream Channel (Hz)
46200026
Locked
Provisioning State
Online

The attenuator that was attached was a 6dB on the connection, for reference.

Does that look much better to you? Thank you massively for the help on this.

Robin

[Jake_S]

Hi again,

Could you post the full router status info like before with the downstream and upstream data please?

Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!

[Hux221]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 291000000 -11.7 36 256 qam 20
2 219000000 -10.9 36 256 qam 11
3 227000000 -11 36 256 qam 12
4 235000000 -11.2 36 256 qam 13
5 243000000 -11.5 36 256 qam 14
6 251000000 -11.5 36 256 qam 15
7 259000000 -11.5 36 256 qam 16
8 267000000 -11.7 36 256 qam 17
9 275000000 -11.5 36 256 qam 18
10 283000000 -11.7 36 256 qam 19
11 299000000 -11.7 36 256 qam 21
12 307000000 -11.9 36 256 qam 22
13 315000000 -12.2 36 256 qam 23
14 323000000 -12.2 36 256 qam 24
15 347000000 -12.5 36 256 qam 25
16 355000000 -12.5 36 256 qam 26
17 363000000 -12.7 36 256 qam 27
18 371000000 -12.7 35 256 qam 28
19 379000000 -13 35 256 qam 29
20 387000000 -12.7 35 256 qam 30
21 395000000 -13 35 256 qam 31
22 403000000 -13 35 256 qam 32
23 411000000 -12.7 35 256 qam 33
24 419000000 -12.7 36 256 qam 34


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 275757 4401
2 Locked 36.6 6 0
3 Locked 36.6 19 0
4 Locked 36.6 5 0
5 Locked 36.6 4 0
6 Locked 36.6 0 0
7 Locked 36.6 5 0
8 Locked 36.3 1 0
9 Locked 36.6 6 0
10 Locked 36.6 1 0
11 Locked 36.3 5 0
12 Locked 36.3 5 0
13 Locked 36.3 0 0
14 Locked 36.6 0 0
15 Locked 36.6 7 0
16 Locked 36.3 6 0
17 Locked 36.3 6 0
18 Locked 35.7 4 0
19 Locked 35.5 3 0
20 Locked 35.7 6 0
21 Locked 35.7 4 0
22 Locked 35.7 6 0
23 Locked 35.7 7 0
24 Locked 36.3 2 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200026 5.7 5120 64 qam 11


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0

[Jake_S]

Hi,

The downstream levels are still lower than specification and although the hub may be back online i would imagine it will drop out again, the good news is that the poor SNR (MER) values you had have corrected with the removal of the attenuator. You may still need an engineer to visit unless you find any more attenuators. If you do need a visit booked Please PM me your account details; Account number, account holders name, 1st line of address, Site ID/Area code. To PM me hover over my profile picture and select send message and ill be happy to look in to it for you.

Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!