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mwalimu1
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Daily Internet Drop Out - Critical No Ranging Response Received

Hi All,

I noticed a few others had this issue but wanted to post again as there seemed to be a wide range of potential fixes - mostly requiring VM's input.

Over the past few months I have noticed daily drop outs in network, all devices get booted offline for a couple of minutes. As I am working remotely on productions at the moment this has been quite challenging losing network mid production!

I see the below error appearing at slightly different times close to every day - they mostly coincide with the drop outs.

Screenshot 2021-04-11 at 17.32.14.png

I had fairly steady connection for several years - I'm not sure what may have caused this to start occurring.

Additional network data below if useful.

Screenshot 2021-04-11 at 17.33.58.png

Screenshot 2021-04-11 at 17.34.53.png

 

Screenshot 2021-04-11 at 17.35.37.png

Many thanks in advance! 

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jbrennand
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Is this on wifi connections only... or are ethernet cable connections affected at the same time?  That said you are seeing a lot of T3 errors and up channels are dropping qam - and you are missing a table of down channel data - the one with RS errors - can you post that up too


--------------------
John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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mwalimu1
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Hi John,

This is affecting both wired and wireless connections, it appears to be between Hub -> VM rather than internal network. 

Kind regards,

 

Aliki

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jbrennand
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

I have added to the previous reply.

But can you post that as formatted text rather than images. Also set up a bqm..
_____________________________________________

Set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi 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 VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Thanks John,

Please see below the additional data as requested. Let me know if there are any others that may be useful.

Setting up the BQM now.

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

1Locked40.326640
2Locked40.324450
3Locked38.9254312
4Locked38.932640
5Locked38.926770
6Locked40.325300
7Locked40.322090
8Locked40.319220
9Locked38.9248017
10Locked38.916570
11Locked40.314210
12Locked38.912350
13Locked38.610460
14Locked40.37960
15Locked38.96730
16Locked38.913090
17Locked40.313160
18Locked40.912590
19Locked40.314190
20Locked40.314650
21Locked38.912620
22Locked40.310710
23Locked38.910990
24Locked38.910130

 

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

11390000003.740256 qam1
21470000003.440256 qam2
3155000000338256 qam3
4163000000338256 qam4
51710000002.738256 qam5
61790000002.540256 qam6
71870000002.540256 qam7
81950000002.240256 qam8
9203000000238256 qam9
102110000001.738256 qam10
112190000001.740256 qam11
122270000001.538256 qam12
132350000001.438256 qam13
142430000001.240256 qam14
152510000001.238256 qam15
16259000000138256 qam16
17267000000140256 qam17
182750000000.740256 qam18
192830000000.740256 qam19
202910000000.540256 qam20
212990000001.238256 qam21
223070000001.240256 qam22
233150000001.238256 qam23
243230000001.238256 qam24

 

kind regards,

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Alex_RM
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Hi mwalimu1,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you've been having some issues with the connection.


I've been able to locate your account using your forum details, and have found an unplanned outage on your line which I've now raised with the networks team, the fault does not lie with your equipment.

 

The approximate fix time for this type of issue is 5-7 days.

 

Alex_Rm

mwalimu1
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Hi Alex,

 

Thank you for digging into this - please do keep me posted. 

 

Kind regards,

 

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mwalimu1
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Hi Alex,

 

Is there an update on this? Still getting daily drops and seeing No Ranging errors in router log. Very frustrating!

 

Regards,

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Jodi_S
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Hi mwalimu1,

 

Sorry that you have not had any update. Upon checking your account from the details you have provided from your community profile, I can see that there is an SNR issue which is still ongoing. This will be affecting your services currently.

 

Alex has raised a fault ticket on your account already due to this issue and the estimated fix time for this will be April the 21st at 09.55am.

 

F008946351 this is the faults reference number if you would like any further updates with this.

 

We appreciate your patience and are sorry for any inconvenience caused.

 

Kind regards Jodi.

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mwalimu1
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Re: Daily Internet Drop Out - Critical No Ranging Response Received

Thank you Jodi.
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