No Ranging Response received - T3 time-out

[Lexsed]

Hi,

Got this going on for the last month or so, frequent drops, while short, are extremely annoying and frequent. Tried all the troubleshooting I could find here, as well as from 3rd party sources, but no dice, it comes back and goes away randomly

Here are the logs which I assume can help determine the issue:

Date Time Error Number Error Description

08/05/2017	18:35:04 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:35:02 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:33:43 GMT	66050310	Auth Success - Web login successful.
08/05/2017	18:31:26 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:31:00 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:30:59 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:28:35 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:28:09 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:21:56 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:21:55 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:15:53 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:15:45 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:10:56 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:10:40 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:10:10 GMT	84020200	Lost MDD Timeout
08/05/2017	18:08:41 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:08:06 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:07:51 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:07:50 GMT	82000200	No Ranging Response received - T3 time-out
08/05/2017	18:07:46 GMT	82000200	No Ranging Response received - T3 time-out

Downstream Channels

Lock StatusChannel IDFrequencyModulationRx PowerRxMERPre RS ErrorsPost RS ErrorsLocked1171000000 Hz256 QAM-5.6 dBmV 37.1 dB994843745736Locked2179000000 Hz256 QAM-5.7 dBmV 37.6 dB955494700219Locked3187000000 Hz256 QAM-5.6 dBmV 37.6 dB1090159729393Locked4195000000 Hz256 QAM-5.6 dBmV 37.1 dB1309304915025Locked5203000000 Hz256 QAM-5.7 dBmV 37.4 dB1196401796995Locked6211000000 Hz256 QAM-5.9 dBmV 37.4 dB841841575510Locked7219000000 Hz256 QAM-6.0 dBmV 37.4 dB775186506153Locked8227000000 Hz256 QAM-6.0 dBmV 37.6 dB778429499077

Upstream Channels

Lock StatusChannel IDFrequencyModulationTx PowerModeChannel BandwidthSymbol RateLocked7439400000 HzATDMA48.3 dBmV16QAM6400000 Hz5120 Ksym/secNotLocked00 Hz 0 dBmV  0 Ksym/secNotLocked00 Hz 0 dBmV  0 Ksym/secLocked7625800000 HzATDMA46.8 dBmV16QAM6400000 Hz5120 Ksym/sec

[philmarland]

I've DMed Martin about this but unfortunately after the engineer visited this afternoon, the problems have continued. As you can see from the broadband quality monitor, we've had a number of dropouts this evening. The engineer mentioned a few things he'd addressed but also said he was concerned there was a problem in the local area that may need investigating.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ef14f278f666f6e6880dc95d0dbeb5628...

Please could another engineer visit be arranged asap?

Thanks,
Phil.

[Deltavirg]

Hi,

I have had the same issue for the past week and everything I try on my end is failing. Please help as my skill levels are low in this area.

Kind regards,

[scooterboy]

Hi Community Team,

I'm getting intermittent disconnection problems which is really frustrating. I've spent more time disconnected this morning than I have connected.

Please can you review my logs and book an appointment for it to be fixed please.

Thanks

Matt

Network Log

Date Time Error Number Error Description

17/08/2020	13:53:08 GMT	66050310	Auth Success - Web login successful.
17/08/2020	13:27:03 GMT	66050310	Auth Success - Web login successful.
17/08/2020	13:14:34 GMT	68010302	DHCP WAN IP - **.***.***.***
17/08/2020	13:13:30 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
17/08/2020	11:38:30 GMT	68010302	DHCP WAN IP - **.***.***.***
17/08/2020	11:37:24 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
17/08/2020	11:26:31 GMT	68010302	DHCP WAN IP - **.***.***.***
17/08/2020	11:25:29 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
17/08/2020	10:15:18 GMT	68010302	DHCP WAN IP - **.***.***.***
17/08/2020	10:14:17 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
17/08/2020	09:13:28 GMT	68010302	DHCP WAN IP - **.***.***.***
17/08/2020	09:12:20 GMT	68000407	TOD established

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	1	139000000 Hz	256 QAM	6.8 dBmV	37.6 dB	391	290
Locked	2	147000000 Hz	256 QAM	6.6 dBmV	37.9 dB	372	279
Locked	3	155000000 Hz	256 QAM	6.6 dBmV	37.9 dB	279	273
Locked	4	163000000 Hz	256 QAM	7.1 dBmV	37.9 dB	304	290
Locked	5	171000000 Hz	256 QAM	6.8 dBmV	38.3 dB	299	297
Locked	6	179000000 Hz	256 QAM	6.7 dBmV	38.3 dB	326	282
Locked	7	187000000 Hz	256 QAM	6.8 dBmV	38.3 dB	11939	11801
Locked	8	195000000 Hz	256 QAM	6.4 dBmV	38.3 dB	326	283

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked	5	46200000 Hz	ATDMA	38.8 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	6	39400000 Hz	ATDMA	38.3 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	8	25800000 Hz	ATDMA	37.8 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	7	32600000 Hz	ATDMA	38.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

[MikeRobbo]

---

@scooterboy wrote:

Hi Community Team,

I'm getting intermittent disconnection problems which is really frustrating. I've spent more time disconnected this morning than I have connected.

Please can you review my logs and book an appointment for it to be fixed please.

Thanks

Matt

... snip ...

---

If you want assistance you need to start your own thread.

[Mickrouse]

I've also been having drops...  does this look right?

• I've also been getting the T3 time out message too..

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

1	419000000	-0.7	40	256 qam	32
2	203000000	2	40	256 qam	9
3	211000000	1.9	40	256 qam	10
4	219000000	1.9	40	256 qam	11
5	227000000	1.7	40	256 qam	12
6	235000000	1.7	40	256 qam	13
7	243000000	1.5	40	256 qam	14
8	251000000	1.2	40	256 qam	15
9	259000000	1	40	256 qam	16
10	267000000	0.5	40	256 qam	17
11	275000000	0.4	40	256 qam	18
12	283000000	0.2	40	256 qam	19
13	291000000	0	40	256 qam	20
14	299000000	0.2	40	256 qam	21
15	307000000	0	40	256 qam	22
16	315000000	0	40	256 qam	23
17	323000000	0	40	256 qam	24
18	363000000	-0.5	40	256 qam	25
19	371000000	-0.5	40	256 qam	26
20	379000000	-0.5	40	256 qam	27
21	387000000	-0.5	40	256 qam	28
22	395000000	-0.7	40	256 qam	29
23	403000000	-0.9	40	256 qam	30

[Paul_DN]

Hi Mickrouse,

Thank you for reaching out to us in our community, I am sorry to hear you have been experiencing drop outs, I have had a look at things our end and cannot see any issues at all, your levels are all where they should be, I can see you have our router in modem mode so can only assume you have a 3rd party router, because of this I can only see so much.

I advise you to Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network 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 us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture, you can find this here.

Please run this for 72 hours and post the results here so we are able to have a further look.

Regards

Paul.

[spalak]

Me too. I have the same problem since lockdown. Sometimies is better but I suffer every single day. It is very anoying. Proviously Virgin internet was like a water in the tap - always there. Now is far from it. Below is just today's log. I feel unable to the use the service I pay for. Hopefuly someone can help.

21/09/2020 19:05:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:56:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:56:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:55:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:55:34 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:54:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:54:14 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:40:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:32:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:25:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:25:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:23:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:23:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:09:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:09:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:05:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:05:59 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:03:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:03:19 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 17:01:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[LinseyG]

Is there an easy way to log a ticket with Virgin for this kind of thing, the help in the support portal seems to point us at the forum.

We've been having similar issues for the last few weeks, pretty much every day the internet drops out for 10 minutes or so - logging into the VM router I can see we loose lock, and then fail with the same T3 messages.

Link to the broadband monitor

 

Logs from this morning:

22/09/2020 08:05:28 GMT 66050310 Auth Success - Web login successful.
22/09/2020 08:04:50 GMT 68000407 TOD established
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
22/09/2020 07:57:23 GMT 68000407 TOD established
22/09/2020 07:57:12 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:57:07 GMT 84000510 Downstream Locked Successfully
22/09/2020 07:56:59 GMT 82000600 Unicast Maintenance Ranging attempted - No response - Retries exhausted
22/09/2020 07:56:59 GMT 82000300 Ranging Request Retries exhausted
22/09/2020 07:56:58 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:56 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:55 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:54 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:53 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:51 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:50 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:49 GMT 66050310 Auth Success - Web login successful.
22/09/2020 07:56:49 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:48 GMT 82000200 No Ranging Response received - T3 time-out
22/09/2020 07:56:47 GMT 82000200 No Ranging Response received - T3 time-out

Current channels (this mornings outage I managed to login to the router fast enough to see that we had lost lock and it was re-gaining it).

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	1	138750000 Hz	256 QAM	0.9 dBmV	34.9 dB	12241	305
Locked	2	146750000 Hz	256 QAM	0.7 dBmV	34.9 dB	12672	284
Locked	3	154750000 Hz	256 QAM	1.0 dBmV	34.9 dB	13728	314
Locked	4	162750000 Hz	256 QAM	1.6 dBmV	35.2 dB	6327	315
Locked	5	170750000 Hz	256 QAM	1.9 dBmV	35.8 dB	4849	314
Locked	6	178750000 Hz	256 QAM	2.0 dBmV	36.0 dB	6843	304
Locked	7	186750000 Hz	256 QAM	1.7 dBmV	35.6 dB	17582	313
Locked	8	194750000 Hz	256 QAM	1.6 dBmV	35.6 dB	3140	327

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked	5	32600000 Hz	ATDMA	44.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	2	53700000 Hz	ATDMA	41.8 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	4	39400000 Hz	ATDMA	43.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	3	46200000 Hz	ATDMA	42.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

Is there an official way to get help here, or do we just wait for someone from VM to notice in the forums ?

Cheers

Linsey

[DJ_Shadow1966]

Hello

As your BQM image contains a UP address which is classed as personal information it has been rejected, as this information is personal to you, and is against the forum rules to post personal information in an open public forum.

Regards Mike

[LinseyG]

Lets try this one - we seem to be down half the night ?