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lennyg
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18 months of problems

I am losing the will to live. We used to live in the house directly across the road and had Virgin Media for 10 years with generally no major issues. Since we moved in here we have had nothing but problems. This was originally explained to me that it was an over utilisation issue ( despite this we were still being charged full price). We had various engineer visits who have said that the signal to our home seems fine.

We have stuck with it but the speed is generally shocking. Last night it was 2Mb/s, last week none of the iphones (3) nor ipads (2) would connect to the wifi, the laptop and Sonos would. We lost connectivity with the Ring and Arlo cameras. Granted we have a fair bit of smart appliances but the speed and intermittent connections surely can't be down to how many devices are connected ? On rebooting the router in this instance everything started working again. 

I am at the end of my tether as CS just give me differing excuses as to why it is happening. As I sit here now my IPTV is buffering like mad.

The issues have persisted weekly in one form or another for 18 months now and I don't know where to turn

I looked at the log in router settings and see the following, the fact there are warning & critical tabs suggests something is amiss.

04/03/2019 20:32:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 20:32:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 20:32:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 20:32:40critical

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

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jbrennand
Alessandro Volta
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Message 2 of 6
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Re: 18 months of problems

Post up 3 "full" data sets from the Hub interface pages - the downstream, upstream, & network logs. Don't worry too much about the formatting it can be easily read BUT don’t include personal data or MAC addresses - blank them out.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jpeg1
Trouble shooter
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Message 3 of 6
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Re: 18 months of problems


@lennyg wrote:

We have stuck with it but the speed is generally shocking. Last night it was 2Mb/s, last week none of the iphones (3) nor ipads (2) would connect to the wifi, the laptop and Sonos would. We lost connectivity with the Ring and Arlo cameras. Granted we have a fair bit of smart appliances but the speed and intermittent connections surely can't be down to how many devices are connected ?

Yes they can, and are. The available bandwidth is shared between all of the connected devices. The TV in particular needs a lot of bandwidth. Is it connected by WiFi?  If so it would be better connected to the Hub by an ethernet cable and would leave more WiFi bandwidth for the other devices.  

This is not to say that there isn't a problem also with the incoming signal. The information that jbrennand has asked for will help to determine that.

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lennyg
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Re: 18 months of problems

Thanks both for your help so far. I been today trying to resolve this once and for all. My setup is the router in a bedroom, with a couple of powerline adaptors throughout the house. One has all my smart home stuff on via the Ethernet cable at the receiver end into a hub, Cameras, lighting, smarthings & Philips Hue are all here.  We have various iphones/ipads & smart TV's all on wifi along with sonos and a couple of other things, viessman boiler & wemo bulbs, also the laptop, also a PS4 (again on a powerline into ethernet), Ring doorbell, this time via a wifi powerline adaptor. Writing it down seems quite a lot, however generally I get by with it all, the only time I check is when there is an issue which has been virtually all the time recently.

VM sent me one of the blackspot hotspots today, which then messed up all my powerline devices, I couldn't sync them with the VM one. What was interesting though was that, in the middle of the day, I was getting 200Mb/s with the laptop plugged direct into the router, however less than 4 feet away over wifi it barely hit 30, this was tested on various devices.

I am assuming that the signal coming in is going to be fine, can anyone shed light on why the wifi speed can be so patchy, sometimes it can be 100Mb/s + several rooms away.

Channel Frequency(Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 419000000 -3 38 256 qam 30
2 187000000 0.7 38 256 qam 7
3 195000000 0.4 38 256 qam 8
4 203000000 0 38 256 qam 9
5 211000000 -0.5 38 256 qam 10
6 219000000 -0.7 38 256 qam 11
7 227000000 -0.9 38 256 qam 12
8 235000000 -0.9 38 256 qam 13
9 243000000 -1 38 256 qam 14
10 251000000 -1.2 38 256 qam 15
11 259000000 -1.5 38 256 qam 16
12 267000000 -1.5 38 256 qam 17
13 275000000 -1.4 38 256 qam 18
14 283000000 -0.4 38 256 qam 19
15 291000000 0.5 40 256 qam 20
16 299000000 0.4 38 256 qam 21
17 307000000 -0.2 38 256 qam 22
18 315000000 -0.5 38 256 qam 23
19 323000000 -0.7 38 256 qam 24
20 379000000 -2.2 38 256 qam 25
21 387000000 -2.7 38 256 qam 26
22 395000000 -3.4 37 256 qam 27
23 403000000 -3.7 38 256 qam 28
24 411000000 -3.2 38 256 qam 29


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 6 0
2 Locked 38.6 14 0
3 Locked 38.9 8 0
4 Locked 38.6 21 0
5 Locked 38.9 7 0
6 Locked 38.9 7 0
7 Locked 38.9 10 0
8 Locked 38.6 12 0
9 Locked 38.9 8 0
10 Locked 38.6 8 0
11 Locked 38.6 19 0
12 Locked 38.6 16 0
13 Locked 38.6 16 0
14 Locked 38.6 9 0
15 Locked 40.3 11 0
16 Locked 38.6 20 0
17 Locked 38.9 13 0
18 Locked 38.6 6 0
19 Locked 38.6 18 0
20 Locked 38.6 6 0
21 Locked 38.6 13 0
22 Locked 37.6 14 0
23 Locked 38.6 12 0
24 Locked 38.6 9 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200012 3.75 5120 16 qam 9
2 25799993 3.75 5120 16 qam 12
3 32599996 3.75 5120 16 qam 11
4 39399979 3.75 5120 16 qam 10


Upstream bonded channels
Channel Channel Type 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

Time Priority Description
04/03/2019 20:32:31 Warning! RCS Partial Service;CM-MAC=**********;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 20:32:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 20:32:37 Warning! Lost MDD Timeout;CM-MAC=4************;CMTS-MAC=0************;CM-QOS=1.1;CM-VER=3.0;
04/03/2019 20:32:40 critical No Ranging Response received - T3 time-out;CM-MAC=4************;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 09:08:57 Error DHCP RENEW sent - No response for IPv4;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
15/03/2019 00:48:44 critical No Ranging Response received - T3 time-out;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
18/03/2019 15:54:21 Error DHCP RENEW sent - No response for IPv4;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
18/03/2019 20:13:40 critical No Ranging Response received - T3 time-out;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
19/03/2019 04:41:55 Error DHCP RENEW sent - No response for IPv4;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
19/03/2019 11:35:32 critical No Ranging Response received - T3 time-out;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
19/03/2019 14:17:35 Error DHCP RENEW sent - No response for IPv4;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
19/03/2019 17:29:33 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
19/03/2019 17:29:33 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
20/03/2019 13:11:46 critical No Ranging Response received - T3 time-out;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
25/03/2019 12:01:28 Error DHCP RENEW sent - No response for IPv4;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
26/03/2019 01:32:43 critical No Ranging Response received - T3 time-out;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
26/03/2019 07:41:58 Error DHCP RENEW sent - No response for IPv4;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
26/03/2019 14:15:31 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
26/03/2019 14:15:31 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;
30/03/2019 17:37:18 critical No Ranging Response received - T3 time-out;CM-MAC=48*********;CMTS-MAC=00*********;CM-QOS=1.1;CM-VER=3.0;

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jpeg1
Trouble shooter
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Re: 18 months of problems

I can see nothing wrong with those figures, so it is just a WiFi problem.

By its very nature WiFi is patchy. It can be screened in some areas and bounce round into others.  And that's without considering interfering signals from your neighbours.

What I would say is that the Hub 3 is a very basic unit and is probably not suited to a user like yourself with so many WiFi devices. You would be better off the set it to modem mode and buy a better class of router, as so many others have done.  You will find several models recommended by experienced users on here. Personally I went for a mesh system.

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lennyg
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Re: 18 months of problems

Thanks. Will look into that tomorrow, may defer back for further advice if that's ok

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