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slawsonf
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No ranging response received - T3 Timeout

Hi, my internet connection is dropping for a couple of minutes, once every day or so. Please see the network log below:

Network Log

Time Priority Description

01/03/2019 17:20:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 10:47:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 12:29:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2019 01:14:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2019 01:56:28noticeSW Download INIT - Via Config file
05/03/2019 01:58:1noticeSW download Successful - Via Config file
05/03/2019 14:33:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2019 15:58:2criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2019 15:58:2criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2019 15:58:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream and upstream details as follows:

 

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

1315000000-4.737256 qam23
2139000000-0.537256 qam1
3147000000-0.537256 qam2
4155000000-0.238256 qam3
5163000000-0.438256 qam4
6171000000-0.538256 qam5
7179000000-0.938256 qam6
8187000000-138256 qam7
9195000000-1.438256 qam8
10203000000-1.538256 qam9
11211000000-238256 qam10
12219000000-2.538256 qam11
13227000000-2.737256 qam12
14235000000-3.237256 qam13
15243000000-3.437256 qam14
16251000000-3.238256 qam15
17259000000-3.738256 qam16
18267000000-3.938256 qam17
19275000000-4.238256 qam18
20283000000-4.438256 qam19
21291000000-4.538256 qam20
22299000000-438256 qam21
23307000000-4.438256 qam22
24323000000-5.237256 qam24



Downstream bonded channels

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

1Locked37.6200
2Locked37.6790
3Locked37.6190
4Locked38.9270
5Locked38.6310
6Locked38.65833
7Locked38.6540
8Locked38.6100
9Locked38.9100
10Locked38.6130
11Locked38.6140
12Locked38.6330
13Locked37.6940
14Locked37.6210
15Locked37.6110
16Locked38.9190
17Locked38.6130
18Locked38.6200
19Locked38.9210
20Locked38.9250
21Locked38.6270
22Locked38.6160
23Locked38.6190
24Locked37.6300

 

Upstream bonded channels

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

1536998254.971512016 qam2
2393997124.921512016 qam4
3461997854.921512016 qam3
4603002735.071512016 qam1

 

many thanks

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griffin
Alessandro Volta
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Message 2 of 6
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Re: No ranging response received - T3 Timeout

The logs are confirming the connection drop.

The upstream is running a tad warm with one channel near the max, although the Hub is reporting slightly strange power levels as the last digit should be a 5 as the Hub ramps up the transmit power in 0.25 increments.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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slawsonf
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Re: No ranging response received - T3 Timeout

thanks very much indeed for taking a look at this

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Forum Team
Forum Team
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Re: No ranging response received - T3 Timeout

Hi slawsonf,

 

Welcome to Virgin Community. Thank you for reaching out about your connection issues.

 

griffin, thanks for taking time on looking at slawsonf's concern, you did a great job.

 

We need to check why there's strange power levels on your router which we cannot process through this channel. We can do this via online chat. Just click on the link to get you started on this and our Media team would be happy to help.

 

Feel free to check on the forum boards for helpful tips and troubleshooting guides on all Media services.

 

Let us know if you need further assistance.

 

Thanks,

 

Raine_G

 

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slawsonf
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Re: No ranging response received - T3 Timeout

thanks Raine what is the link for online chat please?

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Forum Team
Forum Team
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Re: No ranging response received - T3 Timeout

Hi slawsonf,

 

Thanks for confirming. The link should appear on top of the page, would show a separate window which will allow you to click on the chat now.

 

Let us know if it you still have issues so we can have it sorted.

 

Thanks,

 

Raine_G

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