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nhawan
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No Ranging Response received - Daily disconnections

Hi,

 

I've had this problem and also packet loss for a while now but normally I'm at work so never noticed it too much.

I'm home this week and it appears the modem disconnects randomly for no apparent reason and I also have random periods where the connection just dies for 30 seconds or more without the modem actually disconnecting. The log is just showing the last half hour of problems but was showing a few days worth of disconnections when I first logged into the router.

 

Here's a network log:

Spoiler
Network Log
Time Priority Description
28/10/2019 10:15:2 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:3 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:4 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:7 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:37 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:39 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:15:40 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:25 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:27 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:27 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:32 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 10:16:47 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;

I tried ringing VM help but was put on hold for over 25 mins so hung up. Service seems to have gone downhill while prices are still going up.

Not too happy. Please advice.

 

 

 

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Re: No Ranging Response received - Daily disconnections

Hi nhawan,

 

Thanks for posting.

 

Sorry that you've been experiencing some disconnections whilst you've been off work this week.

 

I've had a look at the backend of your services and can see that there is a planned change taking place today in your area. This is a likely result of a previous area fault which may account for any issues that you've been experiencing.

 

This change is logged under reference C01066396 and is due to be complete by 3pm today.

 

Please continue to monitor your connection and keep us posted. We can always investigate further if you're still having issues. 

 

Thanks

 

Melissa 

 

 

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nhawan
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Message 3 of 8
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Re: No Ranging Response received - Daily disconnections

Hi,

The connection appears to be now dropping out every 3-4 minutes for 20-30 seconds instead of the modem disconnecting altogether. The issue is still not fixed. The modem does not show any new information.

 

 

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Re: No Ranging Response received - Daily disconnections

Hi,

 

Thanks for getting back to us.

 

I've had a look and the change has gone ahead and completed, so I do apologise that you're still having issues with disconnections. I've checked the connection going into your property and I'm not able to see anything concerning there. Everything is reporting within spec.

 

However, I can see some potential issues with your in home network, so can you let me know whether you're having problems with a wired or wireless connection? If it's WiFi issues then you can find some more information on getting the best out of it here.

 

Let me know and I can help further.

 

Thanks

 

Melissa 

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nhawan
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Message 5 of 8
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Re: No Ranging Response received - Daily disconnections

Hi,

I've checked and it appears my wifi connection doesn't drop out but my wired pc does. I move the ethernet cable to another port and so far it hasn't dropped yet for the last 15 mins. Also did a ping test for that duration and it is pinging without problems. Possibly a problem with the superhub port.

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Re: No Ranging Response received - Daily disconnections

Thanks for trying a different port, it does sound like this could potentially be the cause. You may be able to confirm this with a loopback test.

 

If you do need to use all 4 ports, then please do let us know and we can replace this, however if you're happy using the alternative port then great. Just keep monitoring and let us know if any more problems occur. 

 

If you do have any wireless issues, then please follow the link I sent in my earlier post.


Thanks

 

Melissa 

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nhawan
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Re: No Ranging Response received - Daily disconnections

Hi,

I will try testing with a loopback test. I do use all 4 ports for another PC, PS4 and TV. I will contact you if it still causes problems.

 

Thanks

 

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Re: No Ranging Response received - Daily disconnections

Thank you, appreciate you running these checks.

 

Please do let me know if you need any further help, we'll do all we can.

 

Thanks

 

Melissa 

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