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Google Nest WiFi Problems

I bought a Google Nest WiFi system to extend coverage in my home. I've been through 2 SuperHub 3s and now have a SuperHub 4 with 1 gig service set to modem mode. The consistent problem has been that the Google WiFi mesh hangs fairly regularly. Sending a diagnostic report to Google led them to come back saying the Google Nest is receiving "WAN DHCP timeout errors" which they say is a problem with the Virgin device.

It is resolved either by (a) waiting ... most of the time it comes back online eventually or (b) performing a power cycle of both the SuperHub and the Google Nest / Points. Working from home frequently sees me reduced to using my mobile phone to access Teams/Zoom meetings that I've been kicked out of as my wifi fails. Very frustrating. I did think that moving to a SuperHub 4 would solve it because the install engineer replaced physical connectors coming into the house which he said were corroded and leaking signal. Sadly, the same thing just keeps happening.

I don't know much about the technology and have spent 3 months bouncing between Virgin and Google's help facilities. Any clues ... are the error logs on that I should check by logging into the SuperHub ?

Any advice or suggestions gratefully received

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Message 2 of 11
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Re: Google Nest WiFi Problems

Oh ... and the other thing is that the Google helpdesk keep telling me to ask the Virgin helpdesk to "reprovision the modem from their end" ... when I speak to the Virgin helpdesk they've tended to say "I don't know what that means".

Trapped between two sets of tech experts and my translation skills aren't up to it ... any ideas ?

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Message 3 of 11
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Re: Google Nest WiFi Problems

Thanks for the post RMacl and welcome to our community.

 

It sounds like a refresh of the Hub is needed from what the helpdesk have advised, please try a pin hole reset of your Hub.

 

Thanks, Emily.

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Message 4 of 11
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Re: Google Nest WiFi Problems

Thanks Emily ... it is a brand new Superhub 4 and I’ve factory reset the previous two Superhub 3s but the problem has persisted. I’m not confident that a reset would make any difference. Is there a log I could find for the Superhub 4 that would tell me whether it is seeing interruptions or delays ?

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Message 5 of 11
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Re: Google Nest WiFi Problems

Thanks RMacl.

 

Can you please go into the advanced settings for the full router version and make sure that the DHCP and IP addresses are fine?

 

Regards,

 

Melissa 

 

 

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Message 6 of 11
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Re: Google Nest WiFi Problems

Once I log into the hub, what am I looking for Melissa ? I don’t know what fine would like, or more importantly what not fine would look like

 

thanks

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Message 7 of 11
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Re: Google Nest WiFi Problems

“Can you please go into the advanced settings for the full router version and make sure that the DHCP and IP addresses are fine?”

If you are using the Hub4 in modem mode, this is irrelevant. It’s the DHCP server on the CMTS that is not answering the DHCP request for a WAN address from the ops router before the timeout period has expired. This can be caused through data loss or noise on the circuit. I would look at circuit problems first. Go into your hub on 102,168.100.1 and post your up/downstream stats and network log. 


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There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Message 8 of 11
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Re: Google Nest WiFi Problems

Is this what you were looking for ?

Time

Priority

Description

Thu 01/01/1970 00:01:17

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:40:40

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:40:46

5

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:40:46

5

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:40:54

6

SW Download INIT - Via Config file dJKDHSUBsgvca69834ncxv987

Sat 29/08/2020 15:43:39

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:43:39

4

Disruption during SW download - Power Failure

Sat 29/08/2020 15:43:45

5

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:43:45

5

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 15:43:54

6

SW Download INIT - Via Config file ca69834ncxv9873254k;fg87d

Sat 29/08/2020 15:45:07

6

SW download Successful - Via Config file

Sat 29/08/2020 15:47:39

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 16:17:49

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 16:22:53

4

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

Sat 29/08/2020 16:22:53

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 29/08/2020 17:16:41

4

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

Sat 29/08/2020 17:16:41

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Wed 02/09/2020 05:16:41

4

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

Wed 02/09/2020 05:16:41

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 03/09/2020 02:13:20

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 05/09/2020 17:16:42

4

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

Sat 05/09/2020 17:16:42

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 07/09/2020 07:48:30

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 07/09/2020 08:00:47

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 07/09/2020 16:33:56

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 08/09/2020 09:02:08

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 10/09/2020 00:32:31

4

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

Thu 10/09/2020 00:32:31

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 10/09/2020 18:46:31

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 10/09/2020 18:58:46

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 10/09/2020 19:04:05

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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Message 9 of 11
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Re: Google Nest WiFi Problems

Morning RMacl, 

Thanks for your post and welcome to our community. 

Really sorry you're having some issues with the service, this isn't good. 

 

I've had a little look at the back end of things and from running a fault diagnostic, it has identified you are suffering from a period of network instability.

 

Check that the coax cables is connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket. 

 

Once that has been done please let us know if you continue to have the same issues. 

Emma_C - Forum Team
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Message 10 of 11
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Re: Google Nest WiFi Problems

Thanks Emma ... each time I’ve had to reset the modem I’ve unmade then remade the coaxial connections. A Virgin engineer did come out and check all the connections including those from the street into the house (which was described as corroded), a splitter below the floor boards (which was replaced by a new component) and the connector at the modem itself (which was also replaced). The most recent round of errors occurred after these maintenance issues were addressed. It has been stable for a week now ... does that imply I should just check that there isn’t further interruptions in my area ?

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