frequent and costant disconnections - No Ranging Response received - T3 time-out;CM-MAC

[Robert9999]

hello everybody, 

since about one week ago my broadband started to disconnect frequently. I tried to reset everything to factory settings but di not work. I do not understand if is my problem or it is from virgin media.

Time Priority Description

02/03/2021 11:12:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 19:13:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 18:47:17	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 18:39:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 18:39:17	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 18:38:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 08:34:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2021 11:53:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2021 20:34:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2021 08:12:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2021 08:34:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:40:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 20:34:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 23:22:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:29:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:29:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:29:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:29:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:29:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:29:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[dmxking512]

So engineers have been out again. 

We now have a 10db attenuator BEFORE the splitter for the Hub and v-box. 

So upstream and downstream voltages are now lower, however, We still get this t3 ranging error and its always-on channel 1 of the bonded upstream connections. 

Had a field manager tell me that these dropouts are clearly a result of my own equipment and that it's because I'm using the hub in Modem mode.....

Can we actually get someone to investigate this? if not I'm going to have to push for money off the bill..... this has been going on for months now and its horrendously inconvenient with 3 people working from home.

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	202750000	3.5	37	256 qam	9
2	138750000	3	36	256 qam	1
3	146750000	3	36	256 qam	2
4	154750000	3	36	256 qam	3
5	162750000	3.5	37	256 qam	4
6	170750000	3.2	37	256 qam	5
7	178750000	3.2	37	256 qam	6
8	186750000	3.2	37	256 qam	7
9	194750000	3.5	37	256 qam	8
10	210750000	3.2	37	256 qam	10
11	218750000	3.2	37	256 qam	11
12	226750000	3.2	37	256 qam	12
13	234750000	3.2	37	256 qam	13
14	242750000	2.9	37	256 qam	14
15	250750000	2.9	37	256 qam	15
16	258750000	3	37	256 qam	16
17	266750000	3.2	37	256 qam	17
18	274750000	3	37	256 qam	18
19	282750000	3.7	37	256 qam	19
20	290750000	4	37	256 qam	20
21	298750000	4.4	37	256 qam	21
22	306750000	4.5	37	256 qam	22
23	314750000	4.9	37	256 qam	23
24	322750000	5	37	256 qam	24
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400044	43.3	5120	64 qam	2
2	46200000	42.3	5120	64 qam	1
3	32600000	42.5	5120	64 qam	3
4	25800000	41.5	5120	16 qam	4
Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Time	Priority	Description
21/08/2021 05:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 10:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 09:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 09:49	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

[Jodi_S]

Hi dmxking512,

Thanks for posting on our community forums. Sorry to hear that you're still experiencing ongoing issues with our services, even though an engineer has already visited.

Your post stated that you have already spoken to an area filed manager, who has explained the reasons why this problem is occurring. 

We can ask for a 2nd opinion on this for you, however if the area field manager has already given his advice, we may not be able to book in another technician. 

We have checked your account remotely this morning; from the details you have provided from your community profile and there are no issues at all showing that could be causing this issue. All you power levels are within specification; you have no SNR issues affecting you or area faults.

As you posted on Saturday, can we ask how your services have been over the weekend? 

Kind regards Jodi.

[dmxking512]

Service dropped out yesterday at around 3pm. 

I don't disagree that your field engineers have looked into the hardware here and the pillar in the street. but the fact of the matter is that the connection drops.... regularly and at inconsistent times. They have not explained what's causing it. They have only given potential reasons.

the engineer mentioned that it could be a spike from the cabinet. is there anything we can put in place to monitor any fluctuations in power? 

[Paul_DN]

Hi dmxking512,

Thank you for reaching back out tom us, so we can get a better idea of what is happening please set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.

Kind regards

Paul.