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Larry_L
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Message 1 of 17
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No Ranging Response received - T3 time-out

Hi

Newbie poster here  👋

So for the last 3 months, I've been having frequent drops in connection - and while most are fairly short, they are frequent and extremely annoying and make working from home an absolute nightmare as I spend most of my day on webex/zoom calls. 
Every single call I'm on gets dropped at some point - it's actually become a joke with my team - they now take bets amongst themselves on when I'll drop or freeze.

Tried all the troubleshooting, reset box etc, and have had 4 (yes, FOUR) engineer visits.  1st it was an fault with the outside with an eta of 3 weeks (for equipment to arrive), 2nd it was replacement cable splitters/cable joints, 3rd visit I got a brand new Hub, 4th visit the internal cable from the outside wall box to the hub was replaced.  And yet, still, the same issues.  

And now I decided to research it myself, and found that the Hub has a "Network log" that shows its connectivity to Virgin. And low and behold, I can see loads of these, every 4-5 mins:

05/10/2020 16:39:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**

 

I'm no expert, but the word "critical" seems like it might point to a connectivity issue. 

Am desperate here - can anyone please help me?  Please don't make me call the helpline again.

Thanks for listening to my rant 

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MikeRobbo
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Message 2 of 17
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Re: No Ranging Response received - T3 time-out

It depends what the timespan is between the T3s.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Larry_L
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Message 3 of 17
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Re: No Ranging Response received - T3 time-out

Thanks for the reply - see below for requested info 

My BQM  

Downstream

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

12910000001.938256 qam20
21390000003.437256 qam1
31470000002.937256 qam2
41550000002.737256 qam3
51630000002.538256 qam4
61710000002.738256 qam5
71790000002.538256 qam6
81870000002.237256 qam7
91950000002.238256 qam8
102030000002.238256 qam9
11211000000238256 qam10
122190000001.738256 qam11
13227000000138256 qam12
14235000000-0.537256 qam13
15243000000-0.237256 qam14
162510000000.738256 qam15
172590000000.938256 qam16
182670000001.538256 qam17
192750000001.738256 qam18
202830000001.738256 qam19
212990000002.238256 qam21
22307000000238256 qam22
233150000002.238256 qam23
243230000002.238256 qam24



Downstream bonded channels

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

1Locked38.6197279868618
2Locked37.3165933174169488
3Locked37.646234101264528
4Locked37.6114254742121820
5Locked38.6201539405006175
6Locked38.92472928183359
7Locked38.62533028146105
8Locked37.62702520149233
9Locked38.62682832143216
10Locked38.62668976142952
11Locked38.62824321145716
12Locked38.93165832168249
13Locked38.64040781247958
14Locked37.65404989383421
15Locked37.64349555264594
16Locked38.63571726188915
17Locked38.63285931164155
18Locked38.62788234141940
19Locked38.9222874393138
20Locked38.9206452774414
21Locked38.6180301962191
22Locked38.9159293853382
23Locked38.9137022144008
24Locked38.9141866043829

 

Upstream bonded channels

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

1326000004.175512064 qam5
2394000004.275512064 qam4
3462000004.85512064 qam3
4537000004.4512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Larry_L
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Message 4 of 17
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Re: No Ranging Response received - T3 time-out

Network Log

Time Priority Description

07/10/2020 03:44:7Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 01:48:8criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:59:58Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:57:40criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:57:39Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:57:38criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:20:40Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:07:41criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 19:26:50Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 19:26:45criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 19:11:47Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 19:02:47criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:08:42Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**CMTS-MAC=58:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:07:14criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 17:26:40Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 17:26:35criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 17:26:35Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
06/10/2020 17:17:26criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 17:17:26Warning!RCS Partial Service;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 17:17:24criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:**:**:**:**:**;CMTS-MAC=58:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Steven_L
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Message 5 of 17
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Re: No Ranging Response received - T3 time-out

Hey @Larry_L,

 

How is your connection running at the moment?

 

I have looked into your account and the power levels of your connection and everything looks ok from our side, if you're having further issues please let me know and we can look into this further.

 

Regards

Steven_L

Larry_L
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Message 6 of 17
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Re: No Ranging Response received - T3 time-out

Hi @steven_l

It's actually still very much the same - I see the same critical errors and the experience the same drop outs while on my zoom/webex calls.  

Here are todays logs from the Super Hub itself, showing regular "No Ranging Response received - T3 time-out"s 

14/10/2020 12:04:41criticalNo Ranging Response received - T3 time-out;CM-MAC=:ff:;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:49:44Warning!RCS Partial Service;CM-MAC=3c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:49:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ec;CMTS-MAC=58;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:06:8Warning!RCS Partial Service;CM-MAC=ff:3c;CMTS-MAC=:cc;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:58:11criticalNo Ranging Response received - T3 time-out;CM-MAC=3c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:01:21Warning!RCS Partial Service;CM-MAC=e;CMTS-MAC=c;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:58:18criticalNo Ranging Response received - T3 time-out;CM-MAC=e;CMTS-MAC=5c;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:53:14Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=5c;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:53:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:f;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;


Here is a link to my BQM - https://www.thinkbroadband.com/broadband/monitoring/quality/share/f08d14e41396b6cb66db8905320eab0255...

Thanks so much for any help.

 

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Steven_L
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Message 7 of 17
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Re: No Ranging Response received - T3 time-out

Thanks for the further information @Larry_L.

 

Upon running some further diagnostics tests after you provided me with your BQM and there has been prolonged issues over the last 5 to 7 days that may have caused latency and dropouts, the system has advised that we will need to book an engineer visit to get this resolved.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking.

 

Regards

Steven_L

Larry_L
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Message 8 of 17
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Re: No Ranging Response received - T3 time-out

thank you, much appreciated steven_l

I'll update the thread with what he finds.

Best

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Steven_L
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Message 9 of 17
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Re: No Ranging Response received - T3 time-out

Great stuff, thanks @Larry_L.

 

Regards

Steven_L

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Larry_L
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Message 10 of 17
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Re: No Ranging Response received - T3 time-out

Hi .@steven_l 

so a virgin engineer popped around about 10 days ago; I talked him thru what we are experiencing, the numerous engineer visits etc and he was super quick to diagnose that the only thing left would be to get the outside cable changed between my house and the box up the road (I have no idea what the box up the road is) and that it would happen "in the next weeks".  He couldn't give me a date, and wasn't able to give me any booking reference / number - so I have no idea who to follow up with or what should happen now?  

I still suffer from the issue, it's still very much the same experience simply web surfing, or using zoom/webex - constant/regular drops and then reconnecting issues making it impossible to have a call.  Here is just a short extract from todays log from my vm hub.  It's consistantly like this .

26/10/2020 08:55:52criticalNo Ranging Response received - T3 time-out;CM-MAC=e*c;CMTS-MAC=58:*;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:55:17Warning!RCS Partial Service;CM-MAC=e*c;CMTS-MAC=5*c;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:45:1criticalNo Ranging Response received - T3 time-out;CM-MAC=e*;CMTS-MAC=58:*c;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:43:42Warning!RCS Partial Service;CM-MAC=e4*;CMTS-MAC=5*;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:43:41criticalNo Ranging Response received - T3 time-out;CM-MAC=e*;CMTS-MAC=5*;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:42:52Warning!RCS Partial Service;CM-MAC=e*;CMTS-MAC=5*;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:38:22criticalNo Ranging Response received - T3 time-out;CM-MAC=e*;CMTS-MAC=5*;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:37:34Warning!RCS Partial Service;CM-MAC=e*;CMTS-MAC=*CM-QOS=1.1;CM-VER=3.0;
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