on 28-05-2022 17:09
Hi All,
I think I already know what is causing this but as I have had little success in talking to Virgin Media customer help over the phone, I thought I would post here in the hope a different department can help me out or a more informed member of the community than I.
As I'm typing this, the wireless connection to the hub has gone again, which is in essence the issue. The hub keeps disconnecting from all the devices in the house. This has been going on for the past year or so, progressively getting worse. The only solution is to,pinhole, reset the hub which usually gets everything working again, for a while at least. I have been with Virgin media since 2018 and have the original hub and connections upon installation. Over the years the cabinet in the street, which is only a few hundred yards away has had several engineers out to carry out various tasks and the cable feed into the house has gone down numerous times over the years but has been constant for the past year or so at least.
I've attached the most recent network error logs below.
Any help or advice would be appreciated.
Thank you.
28/05/2022 16:31:54 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 16:29:3 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 15:56:53 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/05/2022 04:46:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 07:52:52 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 05:58:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 01:05:0 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/05/2022 00:28:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/05/2022 00:23:44 | 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; |
19/05/2022 00:21:21 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/05/2022 00:21:17 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/05/2022 00:21:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/05/2022 00:21:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/05/2022 12:29:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/05/2022 01:40:45 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/05/2022 00:19:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/05/2022 13:40:45 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/05/2022 11:01:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/05/2022 01:40:45 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/05/2022 14:17:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
on 28-05-2022 18:04
Stats look fine - except one up channel has dropped to 32 qam - should all be 64. Switch the hub off and disconnect from the mains for 2-3 mins - start it up and see if they all connect at 64qam. If not VM will need to look at the connection
_________________________
If it is just a wifi issue see this...
If it is a wifi only issue, then on a Hub3/4/5, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation/Smart wifi” “ apply and save the settings. All wifi devices will need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - but its still no substitute for getting better kit 🙂
To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you.
You do have to call in to order them (cant do it online) - or just wait here for a VM person to respond in a day or two and they will sort the first one for you .
If not… you will be charged £5/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, but it isn’t the simple plug and play option of the Pod(s).
You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) Powerline adapters (+/- inbuilt Wifi,) (5) A combination of (2,3,4).
on 28-05-2022 17:14
on 28-05-2022 17:50
on 28-05-2022 18:04
Stats look fine - except one up channel has dropped to 32 qam - should all be 64. Switch the hub off and disconnect from the mains for 2-3 mins - start it up and see if they all connect at 64qam. If not VM will need to look at the connection
_________________________
If it is just a wifi issue see this...
If it is a wifi only issue, then on a Hub3/4/5, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation/Smart wifi” “ apply and save the settings. All wifi devices will need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - but its still no substitute for getting better kit 🙂
To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you.
You do have to call in to order them (cant do it online) - or just wait here for a VM person to respond in a day or two and they will sort the first one for you .
If not… you will be charged £5/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, but it isn’t the simple plug and play option of the Pod(s).
You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) Powerline adapters (+/- inbuilt Wifi,) (5) A combination of (2,3,4).
on 29-05-2022 12:30