Beantwoord

Many "No Ranging Response received - T3 time-out" errors and connection drops

  • 2 november 2020
  • 30 reacties
  • 665 keer bekeken

 Greetings,

 

I have been a very happy Ziggo user for more than a year at my current location. No problems whatsoever. After about mid September, my internet started dropping out at least once every day during working hours. This is mildly inconvenient at best and at worst it has caused me dropping connection during presentations I was holding while working from home.

 

We checked and saw that there was a storing reported on the Ziggo Storing page. After the supposed fixed date, October 12, nothing really changed. The connection was equally dropping and the only difference is that Ziggo no longer registered it as a storing for my address.

 

I reached out to Ziggo help on Facebook chat, but those people aren’t really too well equipped to debug and fix these kind of problems I guess. So, I went into debugging myself (I know my way around networks and computers in general) and I saw lots of errors in my network log on the Ziggo modem. I’m getting ‘No Ranging Response received - T3 time-out’ and ‘SYNC Timing Synchronization failure - Loss of Sync’ errors many times a day.

 

I found several topics here that have very similar problems as I do, for example this one: https://community.ziggo.nl/internetverbinding-102/veel-no-ranging-response-received-t3-time-out-meldingen-58942

I saw that there is some really nice expert help on these boards, so I’m hoping I can get some of it too :)

Today (02/11/2020) my connection has been horrendously bad, I’ve lost connection more times than I can count, once every 10-15 minutes.

Here are my measurements:

Downstream:

Upstream:

Configuration:

I also have a photo of my Ziggo inbound connection into my appartment:

 

I don’t want to presume too much, but I don’t think the problem is in the apartment wiring and connections. When we moved to this apartment, we got a Ziggo technician to come and help me set everything up, as there were some unknowns and questions regarding the cabling around the house. But, with his help, we’ve solved that all, connected everything in the right places and everything was exactly same for over a year without any problems. Ever since that problem (that Ziggo registered themselves, I even have screenshots of Ziggo Storing page with dates), I’ve been having quite a bit of problems with dropped connections.

 

I’d really like to get those sorted and to continue having a worry free internet experience from Ziggo, like I was used to :)

 

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Best beantwoord door Paul Ziggo 18 november 2020, 17:30

@spavuna Thanks for your reply! I've planned an appointment with an engineer on 23 November 2020 between 12:00 and 18:00. I also added 50 GB free data to your Vodafone Mobile Sim so you can use your mobile phone as a Wifi hotspot until the engineer has resolved the problem.Please let us know what your findings are after the visit from the engineer. 

Kind regards,
Paul 

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Dit topic is gesloten. Staat je antwoord hier niet bij, stel dan je vraag in een nieuw topic.

30 Reacties

Reputatie 7

@spavuna Thanks for your reply! I've planned an appointment with an engineer on 23 November 2020 between 12:00 and 18:00. I also added 50 GB free data to your Vodafone Mobile Sim so you can use your mobile phone as a Wifi hotspot until the engineer has resolved the problem.Please let us know what your findings are after the visit from the engineer. 

Kind regards,
Paul 

@spavuna Thanks for your reply! I've planned an appointment with an engineer on 23 November 2020 between 12:00 and 18:00. I also added 50 GB free data to your Vodafone Mobile Sim so you can use your mobile phone as a Wifi hotspot until the engineer has resolved the problem.Please let us know what your findings are after the visit from the engineer. 

Kind regards,
Paul 

 

Thanks! I just got a message for that bundle and I’ve wondered what that is about :)

 

Will update after the visit!

 

Regards, 

Stjepan. 

Reputatie 7

Good afternoon @spavuna,

I noticed you already did some check in regards to the indoor cabling with the tips our experts gave you. I also checked the signal on the modem and I notice some interference on 
the downstream frequenties. To resolve this problem I would like to plan a network engineer. On which dates does an appointment suits you the best? 

Good afternoon @spavuna,

I noticed you already did some check in regards to the indoor cabling with the tips our experts gave you. I also checked the signal on the modem and I notice some interference on 
the downstream frequenties. To resolve this problem I would like to plan a network engineer. On which dates does an appointment suits you the best? 

 

Hi Paul,

 

That’s great to hear! I am working from home, so any time that the technician can come will be good.

Reputatie 7
Badge +13

@spavuna 

I apologize for overlooking your posts.

Did you place the modem in the meter cupboard as I requested? Can you take a picture of how and where it is connected?

Hey everyone,

The engineer came along two days ago, and did some work - fixed the coax socket in my living room, as well as bypass the coax splitter in the cupboard (as I don’t use cable in my bedroom). After this, everything works perfectly.

 

My upstream numbers are great:

 

And there hasn’t been a single error in last two days, ever since we restarted the modem after the fixes:

 

I’ve not experienced any disconnects or interruptions in last 2 days either. So, consider this issue closed!

 

Thanks to everyone who helped out!

@MacRick

Om je signaal te kunnen beoordelen:

Kun je de up- en downstream waarden en netwerkhistorie van je modem hier posten?

 

 Instructies:

 https://community.ziggo.nl/deel-je-tips-en-suggesties-91/waar-vind-ik-de-up-en-downstreamwaarden-van-mijn-modem-29212 

 

Zou je de  upc verdeel versterker uit de hoofdaansluiting kunnen halen en daar een foto van willen maken?


ik kan daar zelf bu even niet bij  ivm mijn rolstoel  maar wat ik weetbis dat er een dubbele aansluiting axhter zit  tv/radio

 

dan hier de up en downstreem  


 

1 666000000 5.4 38 256 qam 9
2 610000000 5.5 38 256 qam 2
3 618000000 5.6 38 256 qam 3
4 626000000 5.6 38 256 qam 4
5 634000000 5.8 38 256 qam 5
6 642000000 5.8 38 256 qam 6
7 650000000 5.5 38 256 qam 7
8 658000000 5.5 38 256 qam 8
9 602000000 5.5 38 256 qam 1
10 674000000 5.4 38 256 qam 10
11 682000000 5.4 38 256 qam 11
12 690000000 5 38 256 qam 12
13 698000000 5.3 40 256 qam 13
14 706000000 5 40 256 qam 14
15 714000000 4.8 38 256 qam 15
16 722000000 4.4 38 256 qam 16
17 730000000 4 38 256 qam 17
18 738000000 4.1 38 256 qam 18
19 746000000 3.5 38 256 qam 19
20 754000000 3.5 38 256 qam 20
21 762000000 2.9 38 256 qam 21
22 770000000 2.5 37 256 qam 22
23 778000000 2.5 38 256 qam 23
24 786000000 2.2 38 256 qam 24


 

Gebundelde downstream-kanalen 

Kanaal Locked Status RxMER (dB) Fouten voor RS Fouten na RS
1 Locked 38.9 903 2691
2 Locked 38.9 823 3324
3 Locked 38.9 801 3287
4 Locked 38.9 867 2680
5 Locked 38.9 874 2653
6 Locked 38.9 1126 2126
7 Locked 38.6 993 1981
8 Locked 38.9 1010 1990
9 Locked 38.6 721 4083
10 Locked 38.9 994 2959
11 Locked 38.9 968 3252
12 Locked 38.9 1008 2622
13 Locked 40.3 1005 2343
14 Locked 40.3 1141 1650
15 Locked 38.6 21846 4668
16 Locked 38.6 24041 5536
17 Locked 38.9 1340 1016
18 Locked 38.9 1285 1113
19 Locked 38.6 1195 1238
20 Locked 38.9 1202 1283
21 Locked 38.6 1286 1254
22 Locked 37.6 12353160 3724018
23 Locked 38.6 1901141 20094
24 Locked 38.6 1325 1793

 

Kanaal Frequentie (Hz) Vermogen (dBmV) Symbol Rate (ksps) Modulatie Kanaalnummer
1 57800000 3.975 5120 64 qam 7
2 28600000 4 2560 64 qam 12
3 37100000 4.075 5120 64 qam 10
4 44000000 4.075 5120 64 qam 9
5 50900000 4.025 5120 64 qam 8
6 31800000 3.95 2560 64 qam 11


 

Gebundelde upstream-kanalen 

Kanaal Kanaal soort T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
6 ATDMA 0 0 0 0

 

Removing the white cap did nothing. 

 

However, plugging the router directly to the wall outlet (removing POA-01-UPC splitter) improved the numbers:

 

 

 

Reputatie 7
Badge +13

@spavuna 

My apologies,

I didn't see your last message.

Goed dat ik dit nu hier ook voorbij zie komen.
ik heb de laatste 2 weken bijna dagelijks breakups op mijn modem.
heb het duurste pakket €120,= na veel problemen jaren geelden. was het de laatste tijd redelijk tot goed. maar vaak geen verbinding.. vandaag natuurlijk weer zo ver… ik bellen dan krijg ik een …… die zich niet kan verplaatsen in mijn case en alleen maar hapert over dat bij jullie niets fout is.. maar heb wel een model wat geen connectie heeft…

ik zie in de logs diverse dingen kan iemand zeggen als ze daar iets uit kunnen halen.

want aan de telefoon snappen ze het niet. maar ben ondertussen wel vaak offline en ben zelf rolstoelafhankelijk en heb veel op domotica en dan dus niets..

 

heb ook een witte connector sinds 1,5-2 jaar met ook een next. box 

graag reactie op mijn foto’s

Groetjes Rick 

 

Since last night (3/11) I see also ‘No range response received’ messages causing the Internet connection to be unavailable. The customer service page does not show any failures in my area.

 Today in the afternoon, my connection went completely dead. Restarting the router does not help, and these are the measurements that router provides:

 

There are obviously some problems with my connection, should I report it elsewhere?

 

Thanks in advance.

Is there any chance to get some further guidance here on the forums? It’s been several days with no answer.

 

My modem has just been offline for about 30 minutes, not accessible via IP address. It took about half a dozen of restarts for it to get back online and for my internet to start working again.

 

Is there any option that a technician can come here and investigate what is happening, so further action can be taken? I am starting to get really irritated with my bad connection.

Removing the white cap did nothing. 

 

However, plugging the router directly to the wall outlet (removing POA-01-UPC splitter) improved the numbers:

 

Even though the numbers improved, I still had a connection drop last night. So I guess my problem stayed the same...

Reputatie 6

Hi  @spavuna 

 

Welcome here!

I'm sorry to read that there are problems with the internet connection.

Thanks for sharing photo's and signal measurements.

 

We have checked the signal in our network and the signal on your modem.
This is the downstream:

 

The signal of your modem is the purple line.
That is the lowest one.
You can see there is something in the network the last days.
We see a change in the network, but almost every signal line is in the '’white'’ area.
That is good. We don't see a general problem because of this.


Your signal line is in the red/ yellow are. 
That is a problem.
To solve this problem we will start with the signal to your modem.
I will send you a splitter and cable for free because of this.
Please let me know when you have received it. Than we can check the signal again :)  
 

Reputatie 6

Goed dat ik dit nu hier ook voorbij zie komen.
ik heb de laatste 2 weken bijna dagelijks breakups op mijn modem.
heb het duurste pakket €120,= na veel problemen jaren geelden. was het de laatste tijd redelijk tot goed. maar vaak geen verbinding.. vandaag natuurlijk weer zo ver… ik bellen dan krijg ik een …… die zich niet kan verplaatsen in mijn case en alleen maar hapert over dat bij jullie niets fout is.. maar heb wel een model wat geen connectie heeft…

ik zie in de logs diverse dingen kan iemand zeggen als ze daar iets uit kunnen halen.

want aan de telefoon snappen ze het niet. maar ben ondertussen wel vaak offline en ben zelf rolstoelafhankelijk en heb veel op domotica en dan dus niets..

 

heb ook een witte connector sinds 1,5-2 jaar met ook een next. box 

graag reactie op mijn foto’s

Groetjes Rick 

 

 

Goedenavond @MacRick ,

Zulke breakups zijn natuurlijk niet fijn!
Kun je je adres in je Community profiel plaatsen?

En een foto delen van hoe je het modem hebt aangesloten?
Dan kunnen we ook met jou meekijken :)

There’s been now quite some time with no response from anyone.

Is there a way to get some Ziggo moderator to take a look at my connection logs and see what’s happening from Ziggo side?

@Tom. @Erik P Ziggo any update from your side?

Today I had again lots of disconnects during the day and I had several presentations I was giving online at work. My connection was quite problematic and my connection dropped 3-4 times.

 

Thanks in advance!

Reputatie 7
Badge +13

Can you also post your downstream values?

Reputatie 7
Badge +13

Sorry I didn't see your message!

I advise you to place your modem in the meter cupboard.

Your modem values ​​in the meter cupboard are good.

Reputatie 7
Badge +13

Your upstream is too high.

Your splitter is outdated.

 

Can you visualize where the cable in the main connection goes?

Can you also take a picture where the modem is located?

 

Reputatie 7
Badge +13

@MacRick 

Zou je een eigen topic willen maken?

Anders raak ik en andere hier het overzicht kwijt🙂

 

Ik zal je dan verder helpen.

Hey @Tom. 

I wish that was as easy. My entire home network (with about 10+ devices), smart home, smart lighting, as well as Ziggo TV box are depending on the splitter and router being in the living room. I have a small child and a dog, running a cable from cupboard in the hallway across the apartment to the living room is not an option, and I do not own the apartment to be able to drill holes in it.  And the important aspect is that this setup has worked flawlessly for about year and a half, ever since we have moved into this apartment, until few months ago.

 

I find it hard to believe that after a month of (registered) issues on Ziggo network for my house, all of a sudden, the copper in my apartment became the cause of instability. Sure, it will introduce some losses, but those losses were there from the start. When Ziggo technician came to my house to help set it up, he was aware of those losses but they were not a huge problem, as the signal was I guess much stronger.

 

What happened with the Ziggo connection to my house that these losses are all of a sudden such a big problem? Can that problem not be fixed?

 

@Erik P Ziggo can you maybe give me some technical explanation? I am an electrical engineer majoring in telecommunication - I will understand if I am given an explanation. If you are allowed to, please give me as specific explanation as you can to what has happened with my house signal in last 2 months.

Sure, here they are

 

 

Your upstream is too high.

Your splitter is outdated.

 

Can you visualize where the cable in the main connection goes?

Can you also take a picture where the modem is located?

 

Main connection from the cupboard goes to my living room wall socket. There, there's a splitter for router and TV box. All of that (and more) is behind my TV cupboard.