Forum Discussion

Albie1's avatar
Albie1
Tuning in
2 years ago

Hub 3 disconnecting regularly - Log:Critical - No Ranging Response received

Hello, 

I've had VM since the start of the year and had problems initially with slow speed, which I posted on this forum.

However I'm now also getting regular disconnections that means TEAM meetings are abandoned & also still getting slow speed, even with ethernet cable directly into router. I've seen a few critical message on the network Log but don't know enough to work out what can be done.  Can someone have a look and comment please ?

Many thanks

Network Log

Time

Priority

Description

 

 

08/12/2023 11:44:16

notice

LAN login Success;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

08/12/2023 11:41:58

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

08/12/2023 11:40:47

notice

LAN login Success;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

07/12/2023 00:54:29

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

06/12/2023 22:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

03/12/2023 16:03:30

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

03/12/2023 10:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

30/11/2023 04:48:23

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

29/11/2023 22:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

26/11/2023 21:56:49

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

26/11/2023 10:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

22/11/2023 22:32:8

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

22/11/2023 22:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/11/2023 19:45:9

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/11/2023 10:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/11/2023 03:25:18

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

15/11/2023 22:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

13/11/2023 22:05:30

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

12/11/2023 10:28:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

09/11/2023 10:18:29

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

  • Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    1202750000540256 qam9
    22107500004.940256 qam10
    32187500004.840256 qam11
    42267500004.538256 qam12
    52347500004.440256 qam13
    6242750000440256 qam14
    72507500003.540256 qam15
    82587500003.540256 qam16
    92667500004.440256 qam17
    102747500004.340256 qam18
    11282750000440256 qam19
    122907500004.138256 qam20
    13298750000540256 qam21
    143067500004.840256 qam22
    15314750000440256 qam23
    163227500004.540256 qam24
    173307500004.640256 qam25
    183387500004.940256 qam26
    193467500004.540256 qam27
    203547500004.440256 qam28
    213627500004.440256 qam29
    22370750000440256 qam30
    233787500004.138256 qam31
    24386750000440256 qam32



    Downstream bonded channels

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

    1Locked40.9390
    2Locked40.3300
    3Locked40.3280
    4Locked38.9230
    5Locked40.3200
    6Locked40.3210
    7Locked40.3230
    8Locked40.3160
    9Locked40.3170
    10Locked40.3210
    11Locked40.3200
    12Locked38.9210
    13Locked40.3150
    14Locked40.9110
    15Locked40.9100
    16Locked40.3250
    17Locked40.3220
    18Locked40.3220
    19Locked40.3220
    20Locked40.980
    21Locked40.970
    22Locked40.380
    23Locked38.940
    24Locked40.330

    Upstream bonded channels

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

    14960016244.5512064 qam1
    23660000044.5512064 qam3
    34310000044.3512064 qam2
    42360000044.5512064 qam5
    53010000044.8512064 qam4


    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000

     

    • Albie1's avatar
      Albie1
      Tuning in

      also, not sure if it helps or not, but here are my BQM graphs for 3 of the recent days with Critical messages in the Network Log [26Nov, 30Nov, 3Dec] - not sure what happened on the 30Nov

       

      • Molly_T's avatar
        Molly_T
        Forum Team

        Hi Albie1 πŸ‘‹ Welcome back to the community! Thank you for posting. 

        Sorry to hear you have been experiencing some issues with your connection. 

        Having had a look at things for you today, there are not any issues in the area, and the connection reaching your hub looks good. (Averaging speeds of 136mpbs download and 19mbps upload).

        There are also no disconnections showing on the hub since Friday when you last posted. Hopefully this means the issues you were experiencing were temporary and have since subsided. If this is not the case, if you can please give us a little more information about the following so we can offer further support;

        - Are these disconnections happening across both Wired and Wi-Fi connections?

        - When they happen are you loosing connection across multiple devices at the same time?

        - Are you using any kind of VPN or external server (this can be quite common for company laptops / equipment if accessing their network externally from an office.)

        If the issues you are experiencing are predominantly Wi-Fi based it may be a good idea to run a scan of your home via our connect app πŸ‘‰ https://virg.in/connectapp to check for any 'black spots' of coverage

        We can then continue to investigate and offer more help! Thank you for your patience in the meantime! 
        Wishing you all the best. 🌞

  • Hi Molly and Daniel,

    Sorry for the delay. I got back from holiday and have tried using the Connect App but I have got errors for several days saying trying again later.

    I'll try again on Friday when I have more time to see if I can get it working then

    Cheers

    Albie1

    • David_Bn's avatar
      David_Bn
      Forum Team

      Thanks for coming back to us Albie1.

      Can you please confirm if you have any updates for us, or if one can be provided later on today?

      Thanks,

      David_Bn

  • Sure - Thanks David.

    Attached (hopefully) are 2 speed reports both run with 5 mins of each other and sitting at the same desk in my bedroom (1 floor up and 1 room along from the Hub3).

    However I am a little confused as the Virgin connect app shows 137Mbps coming to the router (good) and only 15Mbps coming to my phone.

    The laptop wifi shows the same speed to the router but only 2.23 Mbps coming to it. !

    I can see that both speed tests are actually from the Samknows website, so they should be very consistent but one is 8x slower than the other and to be honest it feels like it is running at 2 Mbps, not 15 Mbps at the moment., let alone 130 Mbps. Previously I have talktalk 60Mbps and that was always 20-30Mbps minimum from the same room.

    Any suggestions ?

    Thanks

    • Alex_RM's avatar
      Alex_RM
      Forum Team

      Thanks Albie1,

      We can see from our side it's been some time since the hub was rebooted. 

      Can you please do this just to see if there is any improvement?

      Alex_Rm

  • HI Alex & sorry for the late reply - I missed you message

    OK I rebooted the router with the switch but after 10mins it wasn't connecting to anything and ran the diagnostics where the following message came up about connectivity issues.

    I rebooted again with a full power unplugged and 2 min pause before powering up again. When it finally connected, the Virgin App on my phone running samknows registered 39Mbps but my laptop ran the same speedtest before and after the phone and got 5.66 Mbps and 6.9Mbps - see attached.

    I'm not technical enough to know what the problem is but as I work from home my TEAMS calls are constantly failing both with the company VPN and without VPN on my personal laptop.

    Any assisting would be gratefully received

    Albie

    • Molly_T's avatar
      Molly_T
      Forum Team

      Hi Albie πŸ‘‹ Thanks for coming back to us after completing a reboot. 

      Having had a look for you from our side, the speeds reaching your hub look good - averaging 135mpbs download and 20mbps upload. However, there are a few disconnections showing from in the past week, and there are no issues in the local area which would be causing this. 

      On this basis I will send you a PM to confirm some account information and we can investigate further. It may be that you require a replacement or an engineers appointment to take a closer look. 

      You can find the PM in the top right corner of the page in your Inbox. πŸ“© We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

      Wishing you all the best. 🌞