Intermittent service outages; "No Ranging Response received - T3 time-out" messages

[Nerdvana]

I have a Hub 3.0 on the 300 Mbps service, in modem mode. It often works well.

However when it doesn't - a couple of times a week - the network goes down for a few minutes, every five or tens minutes.  During the outages the router log contains the (familiar to readers here) "No Ranging Response received - T3 time-out" messages, and also "Unicast Ranging Received Abort Response - initializing MAC" messages.

I'm attaching three screenshots from the router.

Any suggestions, Virgin?

Thanks

[Tudor]

All of the shown downstream power levels are too high and out of spec, check if there is an area outage. Please also post a full set of stats not photos.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

  
  Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

  VM will not dispatch any technicians while an area fault exists.

  If no faults found:

  Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Nerdvana]

Thanks Tudor

Stats as requested:

Downstream bonded channels

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

1

171000000

16

40

256 qam

5

Downstream bonded channels

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

1

Locked

40.9

0

0

Upstream bonded channels

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

Network Log

Time Priority Description

30/10/2022 14:31:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 14:31:10	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 14:30:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 14:30:23	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Nerdvana]

Taking Tudor's advice I called the 0345 number: Virgin Media is currently having network problems; ETA for fix 21:45.

Thanks again Tudor. Next time I'lll call the number before posting here.