Critical Error's in the Hub 5 log

[Infinidim]

Hi folks,

I am getting some critical errors in the log of my Hub 5, do you think that these could impact performance of our 1Gb broadband?

5-06-2023 23:00:46	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 23:00:46	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 22:59:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Any help would greatly be appreciated.

Regards

Infinidim

[jbrennand]

What problems are you experiencing on your 1GB connection?

[Cardiffman282]

Also what did the VM forum team do a month ago? 

[Infinidim]

Jbrennand

We do get some random slowness and the latency is all over the place. Sometimes we have the situation where we  get upto 20% drops for a short period of time.

[Infinidim]

Cardiffman282,

Don't understand this question

[jbrennand]

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@Infinidim wrote:

Cardiffman282,

Don't understand this question

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Click the link in the message...

what did the forum team do when they contacted you 3 weeks ago

[Infinidim]

Basically the forum team said nothing useful about the messages. Since then I have had a few more CRITICAL messages. See below -

19-06-2023 09:58:26

error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

26-06-2023 10:07:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

29-06-2023 22:29:04	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 22:28:35	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 21:58:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 21:58:35	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:37:06	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:27:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:26:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:25:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:25:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:24:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:24:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:24:30	critical	SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:14:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:13:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:13:56	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-06-2023 17:13:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 10:07:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

When we had the messages yesterday I did a speed test which came back OK but I was getting issues at an IP level.

Regards

Infinidim

[Carley_S]

Hi @Infinidim 

Welcome back to the community forums

Sorry to hear you're having service concerns. I have checked the systems at our side and cannot see any issues in the area or with your router specifications that might be causing this. 

Are you able to create and setup a Broadband Quality Monitor and post a link to your live graph on this thread and we can investigate further. It monitors your connection 24/7 and provides diagnosis of any underlying issues.

[Infinidim]

Carley_S

I have had a service monitor running since 26 May. Here is the link -

https://www.thinkbroadband.com/broadband/monitoring/quality/view/b986df0328e5861066ed8b390c52a7b86d1...

You will see that the latency has not been good. It's all over the place. You will also see that there are drops on some days as well. Not good. I have also noticed drops in the core network behind the Cosham Portsmouth node site on the oath to LINX in London - not suitable for public display.

The critical errors I see happen most days  between my CM cable modern and the CMTS cable modem termination system.

The cable into our property is new and only installed a couple of months ago. 

I hope this helps you get someone to investigate this fully.

Regards 

Infinidim ( John) 

[Steven_L]

Thanks for coming back to us Infinidim, I'm sorry to hear of the ongoing issues that you're having, unfortunately, I'm unable to view the BQM link that you have provided as it requires your login details to view, would you be able to send over a screenshot of the latest BQM? I have been looking into your connection on our system and cannot see anything that would be causing the issues that you're having, I have also checked the local area for any issues and cannot see anything there either. The screenshot of the BQM may help us to diagnose the issues that you're having.

Kind Regards,

Steven_L