Regular Internet disconnections (No Ranging Response received - T3 time-out)

[bengatt1999]

Hi,

I have been having internet issues for a couple of months now, have tried everything to fix it but nothing has worked. Internet keeps cutting out several times a day and its very frustrating. This is the log from my modem for the last few days.

11/01/2022 15:50:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2022 12:08:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 19:24:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 19:24:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 18:14:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 15:38:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 03:58:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 00:56:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 19:16:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 19:02:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 18:19:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 17:53:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 05:15:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 05:15:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 02:55:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 02:26:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 18:16:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Please post all of your upstream and downstream stats.

[bengatt1999]

Downstream bonded channels

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

1	139000000	-13.5	31	256 qam	1
2	147000000	-11.2	32	256 qam	2
3	155000000	-11.2	32	256 qam	3
4	163000000	-13.2	31	256 qam	4
5	171000000	-11.7	32	256 qam	5
6	179000000	-10.7	33	256 qam	6
7	187000000	-13.4	31	256 qam	7
8	195000000	-13.5	31	256 qam	8
9	203000000	-10.4	34	256 qam	9
10	211000000	-10.2	33	256 qam	10
11	219000000	-11.7	33	256 qam	11
12	227000000	-10.7	33	256 qam	12
13	235000000	-9.5	34	256 qam	13
14	243000000	-10.2	33	256 qam	14
15	251000000	-10.4	34	256 qam	15
16	259000000	-8.2	35	256 qam	16
17	267000000	-7.5	35	256 qam	17
18	275000000	-8.9	35	256 qam	18
19	283000000	-7	35	256 qam	19
20	291000000	-6	37	256 qam	20
21	299000000	-6.2	35	256 qam	21
22	307000000	-6.5	36	256 qam	22
23	315000000	-4.7	37	256 qam	23
24	323000000	-4.4	37	256 qam	24

Downstream bonded channels

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

1	Locked	31.3	942082228	31891
2	Locked	32.5	61059233	120314
3	Locked	32.6	55977791	120260
4	Locked	31.9	304157264	122293
5	Locked	32.5	84908952	30489
6	Locked	33.8	4032845	5715
7	Locked	31.6	192023580	15842
8	Locked	31.9	1225934487	96768
9	Locked	34.3	1831860	7342
10	Locked	33.9	2221074	6952
11	Locked	33.4	20394017	32380
12	Locked	33.3	10471146	28079
13	Locked	34.9	299945	3127
14	Locked	33.9	1459964	5804
15	Locked	34.3	718962	9759
16	Locked	35.5	110432	7570
17	Locked	35.5	93556	2603
18	Locked	35	160670	712
19	Locked	35.7	54155	202
20	Locked	37.3	20382	57
21	Locked	35.5	59107	74
22	Locked	36.3	37684	69
23	Locked	37.3	12148	19
24	Locked	37.3	10630	18

Upstream bonded channels

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

1	25799840	51.5	5120	16 qam	6
2	46199986	51	5120	64 qam	3
3	39400149	51	5120	64 qam	4
4	32600000	51	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	4	0

[Kath_F]

Hi bengatt1999, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with your services. I've not been able to locate your account to check things from this end but looking at the stats, they're not currently giving a good picture. I'd like to check things further so I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi bengatt1999,

Thanks for coming back to via private message to confirm your information. It looks as though there are a few issues but the main one being that there is a prolonged power level issue. We are unable to fix this remotely so an engineer will need to come. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.