No Ranging Response received - T3 time-out

[EuphorialIRE]

Hi All,

I moved into a property in July, and had VM installed fresh as there was no connection to the house previously. Everything was fine up until around the beginning of November. I'm a Software Engineer and work from home quite a bit and every 2/3 hours my laptop will just disconnect for a few moments and then reconnect. The same happens when gaming online.

I've checked the logs an all I can see are "No Ranging Response received - T3 time-out". I've seen other questions here with the same issue marked as "Solved" yet they don't tell how to solve the issue.

Not sure if I can get the help here, or need to have a technician out to sort it. I can post whatever network logs are needed / provided from the HUB 3.0.

Heres some to get started

Downstream bonded channels

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

1	150000000	9	37	256qam	1
2	158000000	8	38	256qam	2
3	166000000	8	38	256qam	3
4	174000000	8	37	256qam	4
5	182000000	8	37	256qam	5
6	190000000	8	37	256qam	6
7	198000000	8	38	256qam	7
8	206000000	8	38	256qam	8
9	214000000	9	38	256qam	9
10	222000000	9	38	256qam	10
11	230000000	9	38	256qam	11
12	238000000	9	38	256qam	12
13	250000000	9	38	256qam	13
14	258000000	9	38	256qam	14
15	266000000	9	38	256qam	15
16	274000000	9	38	256qam	16
17	282000000	9	38	256qam	17
18	290000000	9	38	256qam	18
19	298000000	9	38	256qam	19
20	474000000	13	38	256qam	20
21	482000000	14	38	256qam	21
22	490000000	15	38	256qam	22
23	498000000	16	40	256qam	23
24	506000000	16	38	256qam	24

Downstream bonded channels

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

1	Locked	37.636	13291651901	11
2	Locked	38.605	13288934326	39
3	Locked	38.983	13288942353	31
4	Locked	37.636	13288960591	34
5	Locked	37.636	13288974405	27
6	Locked	37.636	13288974924	32
7	Locked	38.983	13288973725	53
8	Locked	38.605	13288974306	61
9	Locked	38.605	13288964690	75
10	Locked	38.983	13288964391	91
11	Locked	38.605	13289005499	111
12	Locked	38.983	13289006007	122
13	Locked	38.605	13288963800	227
14	Locked	38.983	13289006190	293
15	Locked	38.605	13289006715	265
16	Locked	38.605	13289007237	275
17	Locked	38.605	13289057819	298
18	Locked	38.983	13289077038	330
19	Locked	38.605	13289077717	229
20	Locked	38.605	13289078424	16
21	Locked	38.983	13289055678	16
22	Locked	38.983	13289054915	34
23	Locked	40.366	13289078667	9
24	Locked	38.983	13289079139	9

Upstream bonded channels

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

1	53600000	40	5.120	64qam	5
2	60200000	40	5.120	64qam	6
3	32800000	40	5.120	64qam	2
4	46000000	40	5.120	64qam	4
5	39400000	41	5.120	64qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	2.0	0	0	11	0
2	2.0	0	0	6	0
3	2.0	0	0	15	0
4	2.0	0	0	5	0
5	2.0	0	0	9	0

Thanks in Advance, 

Mark

[Ashleigh_C]

Hi there @EuphorialIRE

Thank you so much for your first post to our Community Forums and welcome to the team! 

I am so sorry to hear that this has been happening with your connection! 

Can I just confirm are these disconnects are happening across wired or WiFi connections or both?

When the disconnections happen do you notice that all connects drop at the same time? 

Thank you.

[lotharmat · Accepted solution]

That connection needs a tech visit! - Power is too high for most of the D/S channels.

Also you are only supposed to have 4 u/s channels not 5..

[EuphorialIRE]

Hey,

They appear to happen across both wired and wireless.

I only notice on my laptop as it happens for a split second, but it still kicks me offline for whatever I am doing, meetings, gaming etc. Very frustrating.

[EuphorialIRE]

Hey,

Thanks for the reply, I'll try give them a call and get a technician out. Any idea why it would happen? It was fine until recently.

I setup the broadband check too and this is what I have today

Thanks

[Akua_A]

Thank you for your response @EuphorialIRE.

We further apologise for this recent connection issue and we want to best help.

I am currently unable to access your account using forum details. Have you been able to reach our team to get an appointment booked for this? Do you need any further help from us?

Thanks,

[newapollo]

Hi @EuphorialIRE 

Your BMQ is all red. If in around 2 hours it's still showing as all red it means it hasn't been picked up properly yet.

If so then please reboot your hub and the BQM should start working properly and the graph should start filling up showing your connection..

[EuphorialIRE]

Hey

Perfect, I'll give that a go, thanks for the reply

[EuphorialIRE]

Hi @Akua_A

I'm currently trying to chat via the web support chat. Will I send my account number here or can you DM?

[Travis_M]

Hi @EuphorialIRE

Have you managed to speak to our team yet or would you like me to drop you a PM?

Regards