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Partridge
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No Ranging Response received - T3 time-out

Hi VM Forum, need some help please!

Internet has been intermittent all day today (cable and wifi), constantly dropping and upstream incredibly slow (0.1 Mbps) plus latency between 600 and 1000 ms.  Router seems to cycle every now and again as well (eg. wifi signal drops and then reappears after 5 mins).

In the logs there are multiple "No Ranging Response Received" errors, for example like this:
13/10/2020 20:47:32    critical    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream has 24 bonded channels but Upstream has only 5.

Means I can't work which is frustrating to say the least.

Please help, Virgin team!

Thanks

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MikeRobbo
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Re: No Ranging Response received - T3 time-out

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.
Partridge
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Message 3 of 13
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Re: No Ranging Response received - T3 time-out

Mike, thanks so much for the fast response.

Check service status says no issue with broadband service.

Coax cables are all finger-tight.

Here is the BQM link.

Router is down again right now so will respond tomorrow morning with the router logs.

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Partridge
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Message 4 of 13
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Re: No Ranging Response received - T3 time-out

Good morning - router logs following here:

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Partridge
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Re: No Ranging Response received - T3 time-out

Downstream bonded channels

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

1298750000-1.738256 qam21
2202750000-138256 qam9
3210750000-1.238256 qam10
4218750000-1.538256 qam11
5226750000-1.938256 qam12
6234750000-238256 qam13
7242750000-2.238256 qam14
8250750000-238256 qam15
9258750000-1.938256 qam16
10266750000-1.938256 qam17
11274750000-1.938256 qam18
12282750000-1.940256 qam19
13290750000-1.738256 qam20
14306750000-1.938256 qam22
15314750000-1.738256 qam23
16322750000-238256 qam24
17330750000-238256 qam25
18370750000-238256 qam26
19378750000-2.538256 qam27
20386750000-2.738256 qam28
21394750000-2.540256 qam29
22402750000-2.240256 qam30
23410750000-2.238256 qam31
24418750000-2.240256 qam32



Downstream bonded channels

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

1Locked38.950
2Locked38.970
3Locked38.6140
4Locked38.990
5Locked38.990
6Locked38.660
7Locked38.950
8Locked38.9130
9Locked38.970
10Locked38.950
11Locked38.960
12Locked40.390
13Locked38.980
14Locked38.940
15Locked38.670
16Locked38.9100
17Locked38.910
18Locked38.990
19Locked38.9120
20Locked38.9170
21Locked40.3100
22Locked40.3100
23Locked38.9130
24Locked40.350
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Partridge
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Message 6 of 13
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Re: No Ranging Response received - T3 time-out

Upstream bonded channels

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

1393999295.125512016 qam4
2461993495.2512016 qam3
3537001715.2512016 qam2
4602995435.2512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 7 of 13
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Re: No Ranging Response received - T3 time-out

Network Log

Time Priority Description

13/10/2020 20:47:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 20:38:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 20:24:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 20:17:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 20:10:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 20:10:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 12:50:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 12:46:13noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 12:05:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:33:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 08:46:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 08:25:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 07:18:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 16:40:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 07:42:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 21:10:12ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 20:51:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 19:44:53ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 19:33:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 18:52:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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DJ_Shadow1966
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Re: No Ranging Response received - T3 time-out

Hello

Your upstream power levels are too high you are going too need an engineer to resolve these. The upstream channels will either 2 or 4 you do not need any more than that.

Regards Mike

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DJ_Shadow1966
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Re: No Ranging Response received - T3 time-out

Hello

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

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Partridge
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Message 10 of 13
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Re: No Ranging Response received - T3 time-out

Thanks again Mike.  I just called Virgin Media support.  They say that there is a problem in the whole area since yesterday which is estimated to be resolved by 20th Oct ie. 6 days away (though it might be resolved earlier).  Apparently "the sound to noise ratio has gone very high in the servers".

Not impressed if it really takes 6 days to resolve....any idea whether things like this are typically resolved quicker?

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