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]

HI Alex & sorry for the late reply - I missed you message

OK I rebooted the router with the switch but after 10mins it wasn't connecting to anything and ran the diagnostics where the following message came up about connectivity issues.

I rebooted again with a full power unplugged and 2 min pause before powering up again. When it finally connected, the Virgin App on my phone running samknows registered 39Mbps but my laptop ran the same speedtest before and after the phone and got 5.66 Mbps and 6.9Mbps - see attached.

I'm not technical enough to know what the problem is but as I work from home my TEAMS calls are constantly failing both with the company VPN and without VPN on my personal laptop.

Any assisting would be gratefully received

Albie

[Molly_T]

Hi Albie 👋 Thanks for coming back to us after completing a reboot. 

Having had a look for you from our side, the speeds reaching your hub look good - averaging 135mpbs download and 20mbps upload. However, there are a few disconnections showing from in the past week, and there are no issues in the local area which would be causing this. 

On this basis I will send you a PM to confirm some account information and we can investigate further. It may be that you require a replacement or an engineers appointment to take a closer look. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞