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

[Albie1]

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;

[Albie1]

Downstream bonded channels

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

1	202750000	5	40	256 qam	9
2	210750000	4.9	40	256 qam	10
3	218750000	4.8	40	256 qam	11
4	226750000	4.5	38	256 qam	12
5	234750000	4.4	40	256 qam	13
6	242750000	4	40	256 qam	14
7	250750000	3.5	40	256 qam	15
8	258750000	3.5	40	256 qam	16
9	266750000	4.4	40	256 qam	17
10	274750000	4.3	40	256 qam	18
11	282750000	4	40	256 qam	19
12	290750000	4.1	38	256 qam	20
13	298750000	5	40	256 qam	21
14	306750000	4.8	40	256 qam	22
15	314750000	4	40	256 qam	23
16	322750000	4.5	40	256 qam	24
17	330750000	4.6	40	256 qam	25
18	338750000	4.9	40	256 qam	26
19	346750000	4.5	40	256 qam	27
20	354750000	4.4	40	256 qam	28
21	362750000	4.4	40	256 qam	29
22	370750000	4	40	256 qam	30
23	378750000	4.1	38	256 qam	31
24	386750000	4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	39	0
2	Locked	40.3	30	0
3	Locked	40.3	28	0
4	Locked	38.9	23	0
5	Locked	40.3	20	0
6	Locked	40.3	21	0
7	Locked	40.3	23	0
8	Locked	40.3	16	0
9	Locked	40.3	17	0
10	Locked	40.3	21	0
11	Locked	40.3	20	0
12	Locked	38.9	21	0
13	Locked	40.3	15	0
14	Locked	40.9	11	0
15	Locked	40.9	10	0
16	Locked	40.3	25	0
17	Locked	40.3	22	0
18	Locked	40.3	22	0
19	Locked	40.3	22	0
20	Locked	40.9	8	0
21	Locked	40.9	7	0
22	Locked	40.3	8	0
23	Locked	38.9	4	0
24	Locked	40.3	3	0

Upstream bonded channels

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

1	49600162	44.5	5120	64 qam	1
2	36600000	44.5	5120	64 qam	3
3	43100000	44.3	5120	64 qam	2
4	23600000	44.5	5120	64 qam	5
5	30100000	44.8	5120	64 qam	4

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
5	ATDMA	0	0	0	0

[Albie1]

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]

Hi Albie1 👋 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 👉 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. 🌞

[Albie1]

Hello Molly and thanks for your response.

Sorry for the delay as I'm actually on holiday at the moment and so cannot run the tests but can answer some of the questions:

Yes, disconnections can be either wired or wi-fi connections

Yes, I use a company VPN but problems also happen on my home laptop/phone which operate without VPN

Yes, multiple device lose connection at the same time, so I don't think it is a device based problem. I posted a similar problem when I first got VM and I troubleshooted with 3 different laptops to check if they were related to the device.

I also use a powerline adapter for the downstairs area, which VM have commented before can cause problems but the Wi-Fi signal was not good enough for my wife to work from home without it.

However, I'll run a full wifi scan when I am back home and post the results.

Thanks again for your help

Albie1

[Daniel_Et]

Hi @Albie1, thank you for your response. We hope you're having a nice time 😀

Please post the results of the home scan at your earliest convenience and we'll do our very best to help.

Regards,
Daniel

[Albie1]

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]

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

[Albie1]

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]

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