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bengatt1999
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Regular Internet disconnections (No Ranging Response received - T3 time-out)

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

Please post all of your upstream and downstream stats.


Tudor
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bengatt1999
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Re: Regular Internet disconnections (No Ranging Response received - T3 time-out)

Downstream bonded channels

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

1139000000-13.531256 qam1
2147000000-11.232256 qam2
3155000000-11.232256 qam3
4163000000-13.231256 qam4
5171000000-11.732256 qam5
6179000000-10.733256 qam6
7187000000-13.431256 qam7
8195000000-13.531256 qam8
9203000000-10.434256 qam9
10211000000-10.233256 qam10
11219000000-11.733256 qam11
12227000000-10.733256 qam12
13235000000-9.534256 qam13
14243000000-10.233256 qam14
15251000000-10.434256 qam15
16259000000-8.235256 qam16
17267000000-7.535256 qam17
18275000000-8.935256 qam18
19283000000-735256 qam19
20291000000-637256 qam20
21299000000-6.235256 qam21
22307000000-6.536256 qam22
23315000000-4.737256 qam23
24323000000-4.437256 qam24

Downstream bonded channels

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

1Locked31.394208222831891
2Locked32.561059233120314
3Locked32.655977791120260
4Locked31.9304157264122293
5Locked32.58490895230489
6Locked33.840328455715
7Locked31.619202358015842
8Locked31.9122593448796768
9Locked34.318318607342
10Locked33.922210746952
11Locked33.42039401732380
12Locked33.31047114628079
13Locked34.92999453127
14Locked33.914599645804
15Locked34.37189629759
16Locked35.51104327570
17Locked35.5935562603
18Locked35160670712
19Locked35.754155202
20Locked37.32038257
21Locked35.55910774
22Locked36.33768469
23Locked37.31214819
24Locked37.31063018

Upstream bonded channels

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

12579984051.5512016 qam6
24619998651512064 qam3
33940014951512064 qam4
43260000051512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0020
3ATDMA0010
4ATDMA0040
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Kath_F
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Re: Regular Internet disconnections (No Ranging Response received - T3 time-out)

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

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.

Kath_F
Forum Team




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