Beantwoord

Internet disconnections with "No Ranging Response received - T3 time-out" error on Router logs

  • 26 november 2020
  • 32 reacties
  • 523 keer bekeken

Hello all,

 

I contracted Ziggo internet on the 9th of December and I received the auto install router very fast.

The problem was that I didn’t have the plug installed, only the green cable. I scheduled a visit with one technician to fix this.

After two unsuccessful visits from technicians. The third one was able to connect internet at my new apartment. He had to replace the entire cable that goes to the street.

This was two days ago, so finally seems that I have internet at my new home two weeks after I contracted.

Today I started to have disconnections during the day while I was working. I checked the levels on the router and seems ok but some error messages:

 

 

 

 

 

 

 

 

 

 

 

 

Can someone help with this?

 

Thanks in advance,  

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Best beantwoord door tobiastheebe 26 november 2020, 16:40

Your downstream signal, coming from the distribution amplifier on the street, is too strong. This can be mitigated by placing a splitter (POA-01-B) on the AOP/demarc, which will attenuate the signal by 3.5 dB. The splitter should have been included in the modem installation package.

Preferably, your demarc should be connected to a weaker output on the amplifier. Even with the splitter between demarc and modem, the signal will still be slightly too strong.

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32 Reacties

Reputatie 6
Badge +7

Your downstream signal, coming from the distribution amplifier on the street, is too strong. This can be mitigated by placing a splitter (POA-01-B) on the AOP/demarc, which will attenuate the signal by 3.5 dB. The splitter should have been included in the modem installation package.

Preferably, your demarc should be connected to a weaker output on the amplifier. Even with the splitter between demarc and modem, the signal will still be slightly too strong.

Reputatie 7
Badge +13

Do you use a TV signal amplifier?

Your downstream signal, coming from the distribution amplifier on the street, is too strong. This can be mitigated by placing a splitter (POA-01-B) on the AOP/demarc, which will attenuate the signal by 3.5 dB. The splitter should have been included in the modem installation package.

Preferably, your demarc should be connected to a weaker output on the amplifier. Even with the splitter between demarc and modem, the signal will still be slightly too strong.

Thank you @tobiastheebe 

I placed the splitter and levels went down around 3,5 dBs as you said. Do you think the levels are still too high?

 

 

Do you use a TV signal amplifier?

No, but I was not using the splitter in between.

Reputatie 6
Badge +7

The levels are definitely still on the high side, but should not be causing the modem to drop offline anymore.

Thanks for confirming @Tom.’s question.

The levels are definitely still on the high side, but should not be causing the modem to drop offline anymore.

Thanks for confirming @Tom.’s question.

Thank you @tobiastheebe and @Tom. 


Ok, I will keep an eye on that. If it is there any other action to avoid these disconnections, maybe attenuating somehow the downstream levels I am all ears ;)
 

Reputatie 6
Badge +7

Unfortunately, attenuating the signal will increase US power levels, these must not be higher than 49 dBmV, preferably around 42 dBmV.

Perfect DS power levels would be around 0 dBmV, however current levels should be just about acceptable.

Unfortunately, attenuating the signal will increase US power levels, these must not be higher than 49 dBmV, preferably around 42 dBmV.

Perfect DS power levels would be around 0 dBmV, however current levels should be just about acceptable.

This is my fourth day as a Ziggo internet user. I will keep an eye on the router logs but if it keeps disconnecting during working hours I will need some extra support.
Thank you for your help @tobiastheebe 

Reputatie 6
Badge +7

You’re welcome! Please do keep us posted.

The DS power levels could show a slight decrease over the next hours as the modem ‘settles in’ on the signal.

Reputatie 7
Badge +8

@anz0ny some small improvements you could make:

  • Increase the IPv4 leasetime from 10 minutes to 7 days (in seconds).
  • Change the IPv6 DHCP from stateless to stateful.
  • Disable the firewall detections, not the firewall itself.

@anz0ny some small improvements you could make:

  • Increase the IPv4 leasetime from 10 minutes to 7 days (in seconds).
  • Change the IPv6 DHCP from stateless to stateful.
  • Disable the firewall detections, not the firewall itself.


Hello @Henno done. Thanks for the tips.
Last night more interment disconnections. Do you think a different router would improve? I don't want this affect my work performance.
Not sure if logs are reflecting the intermittences but anyway:

 

 

Reputatie 7
Badge +8

@anz0ny “Do you think a different router would improve?” No. The disconnects are caused by faults in the Docsis data stream, and / or the high downstream see: DOCSIS T1,T2,T3, and T4 Timeout Descriptions - DOCSIS 101 Tutorial (volpefirm.com)

If you buy your own router and put the Connectbox in “bridge mode” you gain functionality, but problems in Ziggo's infra will not go away.

See if the disconnects are on the same time/date as in the network log, a useful tool is PingPlotter. 

Do you experience the disconnects when wired (UTP) or via WiFi? 

@anz0ny “Do you think a different router would improve?” No. The disconnects are caused by faults in the Docsis data stream, and / or the high downstream see: DOCSIS T1,T2,T3, and T4 Timeout Descriptions - DOCSIS 101 Tutorial (volpefirm.com)

If you buy your own router and put the Connectbox in “bridge mode” you gain functionality, but problems in Ziggo's infra will not go away.

See if the disconnects are on the same time/date as in the network log, a useful tool is PingPlotter. 

Do you experience the disconnects when wired (UTP) or via WiFi? 

 

Clear @Henno I will monitor the disconnections. I am currently connected via WiFi

Reputatie 7
Badge +8

You should connect using a UTP cable to exclude WiFi issues. You might have issues layered which look the same from the users perspective, they often do because a lot of software “runs back to mama” when been bullied. :wink:

You should connect using a UTP cable to exclude WiFi issues. You might have issues layered which look the same from the users perspective, they often do because a lot of software “runs back to mama” when been bullied. :wink:

I agree, just moved to the new apartment and still not installed 100%. I have the router on the counters room and I need to set up a cable into the house.

I also need to check the usage of the WiFi channels to select the one with less WiFi networks.

Reputatie 7
Badge +8

You should connect using a UTP cable to exclude WiFi issues. You might have issues layered which look the same from the users perspective, they often do because a lot of software “runs back to mama” when been bullied. :wink:

I agree, just moved to the new apartment and still not installed 100%. I have the router on the counters room and I need to set up a cable into the house.

I also need to check the usage of the WiFi channels to select the one with less WiFi networks.

“I also need to check the usage of the WiFi channels to select the one with less WiFi networks.”

You can only use channels 1, 6 and 11 on 2.4 GHz (VHT20), not any of the others at the risk of killing the performance on all overlapping channels, and on 5 GHz it depends if you use 20, 40, 80 or 160 Mhz channel width, where you have to stack aswell, and chose the channel with the most dBm t’ill the next one.

Even more info: Revolution Wi-Fi: 802.11ac Channel Planning

Good morning,

 

Today first webex call in the morning, lot of instability and connection issues.

Now seems stable but is impacting my job.

 

UTP cable

 

 

WiFi

 

 

Seems similar to me.

 

I don't know what else to do.

Reputatie 7
Badge +8

You are pinging to www.ziggo.nl. What about pinging towards the host you are connecting for webex? The trace above looks clean, no packet-loss.

Change the horizontal scale to 12 hours then you see more during the day. 

Reputatie 6

Hi @anz0ny,

Welcome to our Community!
I'm glad to read that you received good questions and answers.
Instability and connection issues is not oke when it's impacting your job.


Did you see the question of @Henno?
Please keep us updated! 

You are pinging to www.ziggo.nl. What about pinging towards the host you are connecting for webex? The trace above looks clean, no packet-loss.

Change the horizontal scale to 12 hours then you see more during the day. 


@Henno Still not 12 hours but now is failing as you can see:

 

 

Hi @anz0ny,

Welcome to our Community!
I'm glad to read that you received good questions and answers.
Instability and connection issues is not oke when it's impacting your job.


Did you see the question of @Henno?
Please keep us updated! 


@Erik P Ziggo Well I received good questions and answers but still not solved. My wife and me are working from home and is impacting directly our jobs. Patience is finishing so thinking seriously in cancel the Ziggo subscription within the first 14 days.
She is not able to download a backup from one website of an important customer. She tried 5 times, the download speed is good but at some point the connection fail and the download fails.
 

 

Reputatie 7
Badge +8

 Still not 12 hours but now is failing as you can see:

 

 

Some questions regarding the plot above:

  • Is this done using a wired / UTP connection?
  • I see some packet-loss (red vertical strips), does one of them match a time / date stamp of a entry in the Network history log in the Connectbox?
Reputatie 6

@anz0ny I can imagine your patience is reaching below zero due this issue. I have spoken with a colleague with more knowledge of Pingplotter. He told me that it looks like a local problem on the device or Wi-Fi modem (or the connection between them). You can see that the packet loss moment starts from there and the ping is immediately high after that. Do you experience this on multiple devices? And did you do this plot wired or wireless? In the signal between the modem and our cental domain we don't see any peculiar things. 

Some questions regarding the plot above:

  • Is this done using a wired / UTP connection?
  • I see some packet-loss (red vertical strips), does one of them match a time / date stamp of a entry in the Network history log in the Connectbox?

This is via WiFi but the signal is at maximum because is in the next room:

 

 

I would expect lower download rate than cable/UTP but it should be working with stability.

With WiFi the speed is ok (sorry is in Spanish):


The only issue is the intermittence. But the device should be able to handle the WiFi connectivity.

I restarted the router when the network was very unstable:

 


 

Some time ago I have a router from a different company with issues to handle 2,4 and 5Ghz at the same time.

 

@anz0ny I can imagine your patience is reaching below zero due this issue. I have spoken with a colleague with more knowledge of Pingplotter. He told me that it looks like a local problem on the device or Wi-Fi modem (or the connection between them). You can see that the packet loss moment starts from there and the ping is immediately high after that. Do you experience this on multiple devices? And did you do this plot wired or wireless? In the signal between the modem and our cental domain we don't see any peculiar things. 


Hello @Vincent Ziggo thank you for your message.

I am monitoring with the pingplotter:

 



First issue around 12hrs can be an issue with the Wi-Fi modem. Not related with the device because my wife and me were having issues at same time on different OS (Windows and Mac).
I am customer since last week and the modem should be able to work without issues with maximum one restart per week.

Do you think if I buy a different Wi-Fi modem to handle the WiFi and connect via cable to the Ziggo will improve? I am starting to think that the issue is with the Ziggo router handling WiFi connections.

Also as you can see on the capture, rest of high latency periods (marked on the blue square) appears on the second hop “asd-rc0001-cr141-sys.core.as33915.net [213.51.1.124]”. I think this is already the core network of Ziggo.






 

Good morning,

 

I couldn't finish my webex call with my team today:

 


 

 

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