No Ranging Response received - T3 time-out

[Lodar]

Hi all, I've been researching this problem for the last few weeks, and notice many people have similar issues. I have a tech come over a week from now, and want to make sure I ask all the right questions and have him/her check everything they should.

My internet has been intermittent since I moved to Brantford, ON in August 2018. Have had my Hitron replaced 3 times. So I highly doubt it's the modem. My LAN has also been up constantly, but my WAN drops a significant amount per day for about 20-30sec (as many as 15 times a day).

Here is my data. If anyone could help me prepare for when the tech comes, that would be great!!

1

04/07/2019 10:37:19

82000300

critical

Ranging Request Retries exhausted

2

04/07/2019 10:37:19

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;

etc

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	633000000	256QAM	-0.700	13	36.387
2	849000000	256QAM	1.000	2	35.780
3	855000000	256QAM	1.200	3	35.595
4	861000000	256QAM	1.000	4	35.595
5	579000000	256QAM	-1.200	5	36.387
6	585000000	256QAM	-1.100	6	35.780
7	591000000	256QAM	-1.100	7	35.780
8	597000000	256QAM	-1.100	8	35.780
9	603000000	256QAM	-0.900	9	35.780
10	609000000	256QAM	-0.600	10	36.387
11	615000000	256QAM	-0.600	11	36.610
12	621000000	256QAM	-0.600	12	36.610
13	303000000	256QAM	-3.500	1	37.636
14	639000000	256QAM	-0.600	14	36.387
15	645000000	256QAM	0.000	15	36.387
16	651000000	256QAM	0.300	16	37.356
17	657000000	256QAM	0.200	17	36.610
18	663000000	256QAM	0.300	18	36.610
19	669000000	256QAM	0.300	19	36.610
20	675000000	256QAM	0.300	20	36.387
21	681000000	256QAM	0.200	21	36.610
22	687000000	256QAM	0.300	22	36.610
23	693000000	256QAM	0.200	23	36.610
24	699000000	256QAM	0.300	24	36.387
25	705000000	256QAM	-0.300	25	36.610
26	711000000	256QAM	-0.300	26	36.387
27	717000000	256QAM	-0.300	27	36.387
28	723000000	256QAM	-0.400	28	35.780
29	825000000	256QAM	1.900	29	36.610
30	831000000	256QAM	1.600	30	36.387
31	837000000	256QAM	1.200	31	35.595
32	843000000	256QAM	1.000	32	35.780

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	-1.700001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	38.500	1	6400000
2	38595824	ATDMA - 64QAM	43.250	3	3200000
3	23700000	ATDMA - 64QAM	38.500	2	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[RLMS]

Running a ping test of 3600 pings to the CTMS resulted in only 2 packets lost, and to the DNS there were 0 packets lost.  The minimum ping to the CTMS was 3ms with a max of 98ms and an average of 9ms, and to the DNS it was min 2ms, max 41ms, avg 8ms, but if I understand the part about timing you mentioned the firmware update means that the ping times displayed aren't necessarily accurate. 

It is odd as we definitely have had issues with even light internet usage i.e. video streaming via Youtube, Netflix, Amazon Prime TV and other apps that pause and buffer frequently, so I'd assume it is an issue with our internet and not the apps, but based on the results of those tests I guess it would imply we don't have any issues in regards to the cabling.  That likely means that any issues we are experiencing are due to external factors and likely related to what others have been discussing since around January if I'm understanding everything correctly.  The only thing I can think of that might be affecting the tests is that I had to reset the modem the day before running them to access the DOCSIS WAN information, so the soft reset may have helped mask the issue, but I know we haven't seen packet loss in tests even when run at the same time that we are experiencing the buffering/disconnection issues.

In the meantime I'll see if I can get any information on the OFDM channel health in case it might point to some issue.

[lowrob]

Been following this thread, have you found or done anything that made this better?

[mascf1]

I'm seeing the same issues with the 7.1.1.33 software for the 4582U modem.  Modem keeps losing connection to the internet for a few seconds repeatedly after roughly 1 week and you can't ping the modem's 192.168.100.1 or access its browser interface.  After rebooting the modem it's back to normal for another week.  I suspect this is a firmware issue causing a memory leak.  I'm also seeing the No Ranging T3 timeout critical error in the logs. 

[mart0091]

May be a bit of a dead thread...
BUT...
Check the times of the disconnects...
Are they always the same time?  half hour apart by a fraction of a second? (Had this problem back in 2008, 2012... was told it was my hardware over and over.. but, with my experience supporting US customers, I knew it was a backend issue (Rogers just updated the "service" in the neighbourhood with new packages, higher fees, but, no backbone to support it) (5 months... later had 8 months of the same))

Other issues that may cause a hit: heavy load on the same power circuit (ie: deep freezer starting up... that was an issue when I was on the Bell network recently... changed power plugin location and, the connection improved)

I'm currently having similar issues.. I'm on a reseller using the Roger's connections... and, yah, it's been bad... the cabling in this neighbourhood is 48 years old. (1975)

[GypsyJR]

So what you are saying is the issues I'm having in January 2024 is from an issue with a firmware issue from 4 years ago? Had service with Rogers since February 2023 and this is the second Hitron they gave us. Now they say that they don't support the Hitron and are forcing us to move to Ignite. Sounds like they actually stopped supporting it after that firmware update 4 years ago. Kind of like the SRT being 10 years past its service life before it derailed and hurt a bunch of people. Minus the injuries of urse. Rogers just gets greedier and greedily. Same exact issue but no luck getting it back up and running without support.