Beantwoord

No Ranging Response received - T3 time-out

  • 12 april 2018
  • 24 reacties
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  • Gedreven Ontdekker
  • 8 reacties
Hallo everybody,

I've some problems with my Ziggo (digital) TV and Internet. I've the Ziggo Wireless Gateway, the new white one, and I use the CAM/CI+ module on my quite new Sony Bravia. My TV set is digital and I can see the Ziggo Sport channel 14.

Apparently there are no problems right now but just yesterday evening I could not watch anything, my TV was in the channel discovery/selection settings menu and the "module card is not inserted" message was shown. I checked cables and the CAM/CI+ card, everything was in order.

Don't know if it related or not but on my wireless gateway I have read these messages:

12-04-2018 05:08:40 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
12-04-2018 05:05:48 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
12-04-2018 01:55:26 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
11-04-2018 17:10:41 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
11-04-2018 15:32:53 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
11-04-2018 08:24:32 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
11-04-2018 07:25:36 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
11-04-2018 02:08:54 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;

They are not so many, in the past couple of months I had much many more (also one every 5 minutes) and the Internet connection was frequently hanging for minutes.

Other information:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 306750000 1 37 256qam 1
2 314750000 2 37 256qam 2
3 322750000 2 36 256qam 3
4 330750000 3 37 256qam 4
5 338750000 3 37 256qam 5
6 346750000 3 37 256qam 6
7 354750000 3 37 256qam 7
8 362750000 3 36 256qam 8
9 370750000 4 37 256qam 9
10 378750000 5 37 256qam 10
11 386750000 5 37 256qam 11
12 394750000 4 37 256qam 12
13 402750000 4 37 256qam 13
14 410750000 4 36 256qam 14
15 418750000 4 36 256qam 15
16 426750000 4 36 256qam 16
17 434750000 4 36 256qam 17
18 442750000 4 36 256qam 18
19 450750000 4 37 256qam 19
20 458750000 4 37 256qam 20

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.356 124954919682 51688
2 Locked 37.356 4694702232 14114
3 Locked 36.610 4694718913 5752
4 Locked 37.636 4694723000 4204
5 Locked 37.356 4694731851 4101
6 Locked 37.356 4694715698 4738
7 Locked 37.356 4694718167 4811
8 Locked 36.610 4694728691 5987
9 Locked 37.356 4694711855 5213
10 Locked 37.356 4694731131 3878
11 Locked 37.356 4694730800 4084
12 Locked 37.356 4694717982 4872
13 Locked 37.356 4694718682 4463
14 Locked 36.610 4694710696 9437
15 Locked 36.387 4694616734 85412
16 Locked 36.610 4694600359 5894
17 Locked 36.610 4694600576 7516
18 Locked 36.387 4694615694 5872
19 Locked 37.356 5684865732 5262
20 Locked 37.356 124953704007 4826

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 37100000 45 5.120 16qam 4
2 31800000 45 2.560 16qam 5
3 44000000 46 5.120 16qam 3
4 50900000 45 5.120 16qam 2
5 57800000 46 5.120 16qam 1
6 28600000 46 2.560 16qam 6

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 2.0 0 0 104 0
2 2.0 0 0 113 0
3 2.0 0 0 98 0
4 2.0 0 0 161 0
5 2.0 0 0 98 0
6 2.0 0 0 79 0

I read on these forums that the issue could be the signal splitter/filter in the meterkast, I have this one:



Could you please check the information above and say if everything is right as it should?

Kind regards,
Domenico
icon

Best beantwoord door Henno 12 april 2018, 17:00

Hi Domenico,



You have a signal quality issue resulting in a huge amount of T3 errors, for further explanation see;

https://volpefirm.com/docsis_timeout_descriptions/



Every T3 is a disconnect, as in the info above... not very nice.



Upstream and downstream levels and SNR look decent but something is not right.

Your AOP is not very new but it seems to me that there could be a problem elsewhere, outside probably.

Call the ServiceDesk and request an network engineer to look at the infrastructure and Docsis measurement equipement.



Regards, Henno
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24 Reacties

Reputatie 7
Badge +8
Hi Domenico,

You have a signal quality issue resulting in a huge amount of T3 errors, for further explanation see;
https://volpefirm.com/docsis_timeout_descriptions/

Every T3 is a disconnect, as in the info above... not very nice.

Upstream and downstream levels and SNR look decent but something is not right.
Your AOP is not very new but it seems to me that there could be a problem elsewhere, outside probably.
Call the ServiceDesk and request an network engineer to look at the infrastructure and Docsis measurement equipement.

Regards, Henno
Reputatie 7
Badge +25
And set "LNA off" in the options "digital search" options for your sony tv.
I'm in contact with Ziggo right now. Thank you all.

Regards, Domenico
Reputatie 7
Badge +25
Youre Well come!
I've been in contact with three different people via chat (the phone gateway required me to speak my address in Dutch in way acceptable by a machine, you can image the fun given that - please forgive me - I don't speak Dutch very well).

The first chat dropped suddenly when my modem received a couple of messages similar to these:

13-04-2018 11:45:11 notice TLV-11 - unrecognized OID;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
13-04-2018 11:45:03 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;

The second chat seemed to resume decently, but she gave advice to disconnect the wires from the AOP for a couple of minutes, apparently missing the point that the problem is intermittent and that I was not experiencing it right then.

The third chat went south quite soon after we checked the serials of the CAM/CI+ module and it was given a "new signal" which should solve the problem in a few hours, again ignoring that there was not any problem at that point in time.

I've the feeling none of them looked at the modem logs I put here (and I linked in all the three conversations). When I pasted the logs related to the wire disconnect/reconnect, she said "wow, what was that?!"

I'm just a bit frustrated and I'm not sure I'm getting all the value of these 60 euro per month. For sure I spent a couple of hours without any apparent benefit, not a good start of the weekend.

For now I'll just disable the LNA on my TV (thanks robbo) and I'll wait for the next occurrence of the problem.

I don't fully trust the wiring in my house and I'd like to put the modem inside the meterkast, attached right to the AOP. Is it something that might work? How I can wire the TV? I think I need a split somewhere, the one I've in the living room is the old UPC (picture attached) I've got in my previous house but it's not suitable for mounting in the meterkast. Any advice?

Thank you for all support.

Domenico
Reputatie 7
Badge +25
@DomMine first look is that the cable in the tv input is not a tv cable but a data cable.?? i'm not sure bat i think so.
You need a coax tv cable with a fmail and mail conectors. important is that's a "kabelkeur merk"
It's not a plain analog antenna cable, it's a proper cable certified for Ziggo digital TV.

The one in the CAM/CI+ module package was too short and the plain one I tried at first indeed was not working at all so I needed to buy a proper one.

I expected this to be the very first question asked by Ziggo service but they didn't ask at all.
Reputatie 6
Badge +7
Can you provide me with some new values in particular these values
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

Also the system uptime available at
Admin Info System-up Time

I believe you also have troubles with your downstream see picture.
in particular channels 2-19
Your pre RS Errors not similar accros all channels
On the left in purple is your data with Blue much lover values.
On the right (Orange) is my data Note all the pre RS errors are within range 70.436.XXX.XXX
The label Pre RS Errors is in my opinion misleading 70.43x Million pre errors ???? does not make sense
In your case (the blue part appears to have stopped).
Can you place a photo from the first place where Ziggo comes in to your house = the AOP?
The system uptime is 0day(s)3h:37m:38s. I find it strange, I didn't power off the router recently. I expected something in the range of weeks.

I attached the info you requested, I think.

Thank you.
Reputatie 6
Badge +7
@Dom
That's bad luck.

Yes that's the info I wanted but it's too short now.
Notice that the pre RS errors are now within range, just keep an eye on it. Your post errors are a bit high but could have been part of the reset.

Is the first photo in this topic your Access point as @Be rt ask? If it is not a standard situation.

Pls keep us informed.
@Dom : "I don't fully trust the wiring in my house and I'd like to put the modem inside the meterkast, attached right to the AOP."

The best place for your modem is right after the AOP.

Please place here a photo of your AOP.
Maybe it is to old and can be replaced for free by an mechanic from Ziggo and he wil look into other problems like TV as well.
Can you place a photo from the first place where Ziggo comes in to your house = the AOP?

Yes, it's the picture attached to the opening message of this thread.

Dom
Then there is something very wrong.

There must be at the end of the green cabel a white box.
The right and latest AOP will be installed for free.
Then a splitter to your modem en further to the TV's or mediaboxes.

As @Henno wrote: "Call the ServiceDesk and request an installation mechanic"

Did you call them already?
@Be rt, there is a white box, I opened it and took a picture of what's in it.

I called the ServiceDesk, it's described above. Apparently if I'm not having a persistent blocking issue with the TV or Internet, they don't do anything.
BTW, these are the T3 errors of today. I can't paste more because the log capacity of that page is quite short but I'm sure the pattern goes on and on.

17-04-2018 08:37:16 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
17-04-2018 06:05:24 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
17-04-2018 04:46:02 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
17-04-2018 02:59:34 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
17-04-2018 00:15:45 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
16-04-2018 22:44:38 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
16-04-2018 19:09:58 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
16-04-2018 17:41:11 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
16-04-2018 11:23:04 critical No Ranging Response received - T3 time-out;CM-MAC=54:67:51:ce:d7:b7;CMTS-MAC=00:17:10:91:d2:9b;CM-QOS=1.1;CM-VER=3.0;
You placed a photo from your AOP a green cable to a splitter.

There must be at the end of the green cabel a white box.

@Be rt, there is a white box, I opened it and took a picture of what's in it.

I called the ServiceDesk, it's described above. Apparently if I'm not having a persistent blocking issue with the TV or Internet, they don't do anything.


It is not clear what you mean with the white box, can you place a photo from the situation with the white box en the surroundings.
Reputatie 7
Badge +25
@Be rt thats the conectbox. T3time error is not a big problem. For the cb Dont worry@Dom
Reputatie 7
Badge +28
I'd like to give my 2 cents too, your modem is located in the living room. However, the green cable ends in your meterkast, so that's the place where your AOP and modem should be. If you don't have a white box like the one down here in your meterkast, you should call Ziggo and ask for an engineer that will place it in your meterkast. But then the modem has to move to the meterkast as well.

Reputatie 6
Badge +7
@Be rt
You placed a photo from your AOP a green cable to a splitter.


Bert it's not a splitter
AOP UPC

@robbo
T3time error is not a big problem. For the cb Dont worry

TS has far too many TS3 errors probably now and past (The modem has been reset on Saturday not by TS)


@Dom

Can you provide me with some new values in particular these values in text form as in your first post.

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

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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


Also the system uptime available at
Admin Info System-up Time
Reputatie 7
Badge +8
@Be rt thats the conectbox. T3time error is not a big problem. For the cb Dont worry@Dom
I protest against you opinion that a T3 is not a big problem.
It is critical error. Data cannot be transmitted by the modem because it is trying to connect to the CMTS for configuration data.
This somehow failed because errors in the Docsis data stream, which can be caused by local connections but in theory and practice by everything between the modem and the CMTS.
Ziggo should NOT ignore T3's.
You are downplaying it.

Regards,
Henno
Reputatie 7
Badge +25
@HennoIn the test case / periode was that comunicated . Also in mine mind🙄 🙄 But ok i am wrong than. Sorrie! And i know you are special in this al so i trust you!
Eventually I switched to KPN, the glass fiber was already in the meterkast and I could not resist. At last I entered in the third millennium, I'll tell you how it goes. So far so good.

Thank you all.
@Dom

It is a pity that the Ziggo Service Desk has not provided the right service in your case.
It should have happened as we often read on this forum.

I wish you good luck at KPN and have a nice internet.☺️