Hub 3 and BT Whole Home - intermittent fails

[p_h_mcd]

I appear to be having similar issues to others on this forum whereby the BT whole home discs are cutting out now every day for a minute or so.

As viewed on other posts I am pasting the status and log files 

I hope this helps and I can get a resolution.

Logs in separate posts

Thanks

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	594250000	Locked
Ranged Upstream Channel (Hz)	39399852	Locked
Provisioning State	Online

[p_h_mcd]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	594250000	Locked
Ranged Upstream Channel (Hz)	39399852	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	594250000	1.5	40	256 qam	30
2	426250000	1.2	40	256 qam	9
3	434250000	1	40	256 qam	10
4	442250000	1.2	40	256 qam	11
5	450250000	1	40	256 qam	12
6	458250000	1	40	256 qam	13
7	466250000	1.4	38	256 qam	14
8	474250000	1.7	40	256 qam	15
9	482250000	1.7	40	256 qam	16
10	490250000	1.7	40	256 qam	17
11	498250000	2.2	40	256 qam	18
12	506250000	2.4	40	256 qam	19
13	514250000	1.7	40	256 qam	20
14	522250000	1.7	38	256 qam	21
15	530250000	1.7	40	256 qam	22
16	538250000	1.5	40	256 qam	23
17	546250000	0.9	38	256 qam	24
18	554250000	1	40	256 qam	25
19	562250000	1.4	40	256 qam	26
20	570250000	0.9	38	256 qam	27
21	578250000	0.7	38	256 qam	28
22	586250000	1.2	38	256 qam	29
23	602250000	1.2	40	256 qam	31
24	610250000	1	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	70	0
2	Locked	40.3	38	0
3	Locked	40.3	31	0
4	Locked	40.3	51	0
5	Locked	40.3	25	0
6	Locked	40.3	48	0
7	Locked	38.9	65	0
8	Locked	40.3	31	0
9	Locked	40.9	25	0
10	Locked	40.3	51	0
11	Locked	40.9	45	0
12	Locked	40.9	67	0
13	Locked	40.3	32	0
14	Locked	38.9	90	0
15	Locked	40.3	168	0
16	Locked	40.3	76	0
17	Locked	38.9	302	0
18	Locked	40.3	216	0
19	Locked	40.3	103	0
20	Locked	38.9	83	0
21	Locked	38.9	115	0
22	Locked	38.9	44	0
23	Locked	40.3	57	0
24	Locked	38.9	28	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39399852	42	5120	64 qam	6
2	25800000	42.3	5120	32 qam	8
3	46199941	42	5120	64 qam	5
4	32600020	42	5120	64 qam	7

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[p_h_mcd]

Network Log

Time	Priority	Description
04/04/2022 05:21:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2022 20:40:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 07:18:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2022 19:48:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 13:52:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 06:48:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2022 20:53:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2022 18:48:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 07:40:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 06:48:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 22:44:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 19:37:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 04:33:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 03:46:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 00:38:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 15:46:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 20:11:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 14:28:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 00:51:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 00:48:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

Broadly okay but channel 2 modulation and T3 timeouts are a bit off. Try a pinhole reset of the hub https://www.virginmedia.com/help/virgin-media-reset-your-hub

[p_h_mcd]

Thanks for the quick response - I know when we had the Hub the engineers set up two different channels a 5G and 2G networks (excuse my terminology not wifi technology savvy!) and so we had two different passwords when connecting to these if we need to. With the BT whole home hub we rarely use the the 5G and 2G so just wondered if these will go if I do a reset and should I worry about that?

[Anonymous]

Yup hub will be restored to factory settings so keep that in mind. 

[Anonymous]

If need be the split can be put back on after the reset of course. Just post back on here for information on this. 

[p_h_mcd]

I had a 5G and 2G networks - so I suppose I will need these to be reset

Can I get reports off the HUB that shows this info so it can be replicated?

[Anonymous · Accepted solution]

This thread is pretty clear on it https://community.virginmedia.com/t5/Networking-and-WiFi/splitting-wifi/m-p/4908473 

[p_h_mcd]

Thanks for your help yesterday - I did the reset but didn't have to set up networks or passwords - it retained these - I just had to do a separate restart for everything to come back e.g. Youtube on the VM Tivo boxes was asking for an ethernet cable but the reboot seemed to clear it and it then recognised the wifi..
We had one fail on the BT Whole Home within ten minutes of the restart but nothing since so hoping this was while things settled down.
Thanks again