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Connection Drops “No Ranging Response Received” and “Unicast Maintenance Ranging Attempted - No response”

“I’m seeing very frequent connection drops. Daily drops, and multiple hours when the network is unavailable. This means I cannot work from home and is very frustrating, especially as it seems impossible to get any support from the call center.

Today (Wed 2020-05-27) the network connection failed. After I restarted the Hub 3.0 it claims to be on-line, but I am seeing massive levels of packet loss.

Tue 2020-05-26 the network connection was down for 3-4 hours.

Sunday 2020-05-24 the network connection failed for 1 hour then again for 2 hours

2020-05-19 the network connection failed twice

2020-05-12 the network connection failed

2020-05-08 the network connection failed

2020-05-07 the network connection failed

The Hub 3.0 model is VMDG505/TG2492LG-VM. Network Log in the Hub 3.0 shows the first error is:

“No Ranging Response Received - T3 time-out.”

Downstream power is between 0.7 and 1.5 dBmV (SNR is 38dB)

Upstream power is between 4.425 and 4.5 dBmV (SNR is not shown)

This problem has been going on for a while, but is getting significantly worse. Sadly, trying to get support from the call center is hopeless, as the default response is “switch it off and switch it on”. I have already tried that, it then takes up to an hour or more to re-connect ...

Is there any way I can raise a trouble ticket on-line, as it looks like a physical layer issue?

Thanks

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Re: Connection Drops “No Ranging Response Received” and “Unicast Maintenance Ranging Attempted - No respo

After about 4 hours, I finally got connectivity back. (The previous post was from an iPad on 4G, so I could not attach a network log).  Here is the network log.

Also for the virgin Media team, the registration for MyVirginMedia is currently not working either .. )

https://my.virginmedia.com/create-profile/create-profile

  Network Log

Time Priority Description

27/05/2020 15:17:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:16:23criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:15:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:14:36criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:13:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:12:49criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:10:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:10:28criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:08:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:08:35criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:07:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:06:47criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=4**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:05:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:03:59criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:02:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:02:16criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:01:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:00:36criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 14:59:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 14:59:16criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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