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No Ranging Response Receive

Hi

I had Virgin BB installed last wed and it has been dropping the connection (to all devices, wired or not!) around 4 times a day and it is driving us crazy.  I have just discovered the Hubs Error Log, and can see that the error is as per the title above.  From reading posts about this seemingly common issue, it seems I need an engineer visit...which is rather disappointing less than a week after install.  I wondered what the procedure was for arranging one please?

Many Thanks In Advance.

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Message 2 of 24
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Re: No Ranging Response Receive

Well, you can phone in (150 on a VM landline) but the company are still wiped out by Covid related problems, so you may get lucky, or you may have the worst telephone experience of your life.  After nine months that's unimpressive, but that is how it is.  If you're prepared to be patient, this forum is wonderful enclave of help and civility, and helpful, UK based VM staff will get round to your post, but that will take a while because this isn't "first line response", nor a pseudo-chat service.

To help get this sorted, go back to where you found the network log, and you'll find five status tabs.  Can you copy and paste (as text, not screenshots) the contents of each of the three tabs titled Downstream, Upstream and Network log for us as replies here.  You may have to press Post twice with the Network log, that's normal.

In terms of is this usual with new connections, generally no.  It happens sometimes, but in 99.99% of cases it can and will be fixed.

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Message 3 of 24
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Re: No Ranging Response Receive

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12670000001.740256 qam17
2275000000240256 qam18
32830000002.540256 qam19
42910000002.440256 qam20
52990000002.440256 qam21
63070000002.240256 qam22
7315000000240256 qam23
8323000000240256 qam24
93310000002.240256 qam25
103710000001.540256 qam26
113790000001.540256 qam27
123870000001.240256 qam28
133950000001.240256 qam29
144030000001.440256 qam30
154110000001.540256 qam31
164190000001.440256 qam32
174270000001.240256 qam33
18435000000140256 qam34
194430000000.540256 qam35
20451000000140256 qam36
214590000000.740256 qam37
224670000000.740256 qam38
234750000000.540256 qam39
244830000000.540256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31730
2Locked40.32370
3Locked40.32210
4Locked40.93610
5Locked40.34920
6Locked40.34870
7Locked40.95310
8Locked40.35800
9Locked40.37210
10Locked40.311490
11Locked40.914160
12Locked40.321050
13Locked40.324290
14Locked40.325920
15Locked40.328350
16Locked40.331870
17Locked40.932560
18Locked40.336700
19Locked40.943740
20Locked40.344560
21Locked40.341460
22Locked40.339620
23Locked40.343010
24Locked40.341080
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Message 4 of 24
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Re: No Ranging Response Receive

Upstream bonded channels

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

1394002444.925512064 qam2
2326000784.875512064 qam3
3258001664.775512032 qam4
4461999075512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: No Ranging Response Receive

19/10/2020 17:46:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/10/2020 15:17:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/10/2020 11:35:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/10/2020 06:33:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 22:37:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 22:36:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 22:30:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 21:37:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 20:50:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 14:50:42criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 14:50:42criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 23:48:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 23:14:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 19:04:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 08:32:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 07:42:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 22:30:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 22:29:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 19:41:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 15:19:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 6 of 24
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Re: No Ranging Response Receive

Thanks for the reply.  I hope my copy and pasting has worked ok.

Let me know if anything else is required, and thanks for your help.

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Message 7 of 24
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Re: No Ranging Response Receive

Thanks for this,  Your network log is stuffed with T3 timeouts that are often a cause of trouble, and your upstream data looks like a problem, because one channel is dropping back to 32 QAM.  Upstream problems are often intermittent, so don't get fobbed off with *all good from our side".

I'll flag for our forum staff to respond.  Could take a while, better than trying to phone.

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Message 8 of 24
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Re: No Ranging Response Receive

Much appreciated 😀

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Message 9 of 24
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Re: No Ranging Response Receive

Hi Jasonhomer, 

Really sorry you're having these issues, it's not good at all. 

I've had a little look at the back end of things and there are a few errors popping up, but the hub has also been up quite some time. 

Can you reboot the hub for me first and let me know when this has been done, if the errors don't clear then we'll need to look at booking a visit. 

Thanks. 

Emma_C - Forum Team
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Message 10 of 24
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Re: No Ranging Response Receive

Hi

Thanks for the reply.

Yes I have rebooted the hub, but it is still dropping out several times a day.

It does in fact sometimes drop out but not report the incident in the Routers Log too!

Please arrange an engineer visit

Many Thanks.

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