No Ranging Response received - T3 time-out

maxd13 · 2021-03-20T10:05:49+00:00

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Daniele_Sunrise

maxd13 Welcome to the UPC Community!

The signal values of your modem are ok. However, we see a TP-LINK TECHNOLOGIES CO.,LTD. device. Is this a WIFI booster? The 2.4GHz WIFI is currently disabled. Can you please enable it once and give a separate password for the 2.4GHz WIFI? Then please connect the devices which are further away to the 2.4GHz WIFI and the devices which are closer to the 5GHz.

Greetings
Daniele

maxd13

Daniele_Sunrise Hello Daniele,

The TP-Link device is a Powerline (TL-PA7017 KIT)
I don’t know where you see the 2.4GHz disable, because he is enabled with a different name of the 5GHz.

I would like to clarify that I have no Wifi issue, but more the modem who disconnect randomly as the modem mention it on the logs.

could you please explain those logs and the situation since the signal values looks good to you ?

Thanks
Max

Daniele_Sunrise

maxd13 The T3 timeouts are normal and always present in the logs. We do not see any disconnections in the logs. Is the computer with the disconnections connected to the TP-Link Powerline adapter? If yes, can you please remove it and connect your PC directly to a LAN port of the modem without anything in between?

Greetings
Daniele

maxd13

Daniele_Sunrise Hello Daniele,

Understood for the logs, and I did disconnected the TP-Link devices. so only my Pc connected in wifi or in ethernet and I do have still the same problem.

the last few day I did some test with an “Internet Connection Monitor” tool. Keep a Pc running 24h cwifi card disable and ethernet cable connected, and did the same again with wifi connected only. I did try with 2.4GHz and 5 GHz.

So in average I have 8 disconnection per day.

As I tried to explain several time to the different support person, the LAN is fine and there is nothing wrong with it ( See screenshot). The WAN is still not stable and get disconnected too many time per day.

So as explain, I’m a new customer so if UPC is not able to resolve this type of issue, please just let me know and I move to an other ISP.

Thanks
Max

Johnny01

Hi Maxd13,
I have exactly the same issue. It started a couple of days ago and got progressively worse until the internet connection dropped out completely today. I have been on the phone with customer support most of the day, and they seem to have no clue what is wrong. They even convinced me to drive 30km to the nearest UPC shop to pick up a new router and cable.

Based on a quick google search it seems that these types of issues often are related to noise/interference most likely not originating from your home installation but from somewhere in the ISP’s infrastructure or a junction box close to your installation.

Will provide updated status once I have had a visit from a technician one of the coming days….

/Johnny

maxd13

Johnny01 Thanks for the message, Yes it’s very not nice to have unstable connection !

Good luck hopefully the modem is defective… but I do beleive it’s more an infrastructure issue that just a device, at east in my scenario..

Max

Johnny01

Technician was here yesterday. Junction box (Verterilerkasten) close by replaced - i.e. nothing wrong with installation in my house. Now everything works again

gengstrom

Johnny01 Hi, exactly same situation here. So, the problem was fixed by replacing only the junction box?

Daniele_Sunrise

gengstrom Welcome to the community!

We have checked your modem values. The signals have a bad quality. In this regard, I have created a technician request. You will be contacted by us in the next 48 hours for an appointment.

Greetings
Daniele

gengstrom

Daniele_Sunrise thank you for your reply. I already did the technical check by phone, modem monitoring, modem re-configuring, etc. Since I get the same “No ranging response” message, I assume that problem is around infrastructure (i.e. junction box). I called today asking for a technician to visit in place, but the agent refuse arguing that they need to “collect” more date, which they already did it.

Daniele_Sunrise

gengstrom The signal values are okay again, so the technician appointment was canceled. Please perform a speed test according to the following instructions and contact us again with the CNLAB UID.

Greetings
Daniele

Highlander145

I have the similar problem and now its becoming very frustrating. The technician was in yesterday and said the signal was very strong and left. This morning I again had 2 disconnection again.
Was your issue resolved and if so how was it resolved?

Daniele_Sunrise

Highlander145 We have already answered you here.

Greetings
Daniele

gengstrom

Highlander145 Technician also came yesterday arguing also that signal is too strong. He made another appointment for checking the signal using an special machine. I mentioned that other UPC users solved the problem by changing the Juntion Box but we said that is fine. Technician is coming tomorrow, I’ll post the information I get. CHeers

Johnny01

Yes - indeed. Problem solved by replacing the junction box closest to my installation.

gengstrom

Johnny01 thank you. Is the “junction box” the little metallic multi-connector that splits the main cable, or something else?

gengstrom

Daniele_Sunrise hello, I connected my router directly to the main coaxial cable that comes into my apartment for testing, but interruptions were the same. I guess that’s the reason why you was reading high values. Technician just plugged the router to a “Steckdose” located in the living room yesterday, so that’s why you are reading normal values again, although the interruptions are still happening every time I get the “T3 time-out”. Last time I got it was today at 9:12. Would it be possible to set the appointment again?

Daniele_Sunrise

gengstrom I see that the technician did not have access to the technician room to replace the junction box. That is why he will come by again.

We do not or cannot have any influence on the dates and times of the technician.

Greetings
Daniele

gengstrom

Daniele_Sunrise Technician didn’t come on the agreed date (last Friday). I called this morning asking for the situation but they said “we checked your modem and connection signal is fine again” and they refused to send someone. I need to fix this problem this week, otherwise I’ll change the provider.

Johnny01

My understanding is, that junction boxes are used where ever cables need to be separated. Hence, the physical placement can be both in the providers back bone and close to your installation. In my case, the junction box connected 3 houses with the main cable. Hope this clarifies.

Daniele_Sunrise

gengstrom We have checked the signal values again and found no more disturbances. For this reason, I can also no longer call up a technician. For this I have to refer you again to our support, so that you can tell them the times of the interruption.

Greetings
Daniele

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