No Ranging Response received T3 timeout

[stujwallace]

Hi Community,

I've been having issues recently with "No Ranging Response received - T3 time-out"'.
My internet connection drops almost every day.
I have a VM Hub 3.0 which is operating in 'modem mode'.
When the internet connection drops, modem reboots and internet access is then restored.
No reported faults in my post code.
I've directly paste the network logs as plain text below.

Please let me know whether I should provide anything more from my side.
Thanks

Stuart


Network Log
Time Priority Description
05/08/2023 08:39:37 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/08/2023 22:38:26 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
31/07/2023 00:43:25 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
30/07/2023 02:27:19 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/07/2023 07:43:28 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/07/2023 07:11:24 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/07/2023 07:07:38 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/07/2023 07:07:38 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/07/2023 07:06:54 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 16:53:35 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 13:07:46 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 12:59:14 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 12:41:58 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 12:03:43 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 11:59:58 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 11:59:58 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 11:59:14 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 11:48:15 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 11:38:2 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/07/2023 11:34:2 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Clearly you dont want the Hub doing the routing going forward, but its just an experiment for a day or so so worth trying.  I would also swap to all new Cat6a (or better specced) ethernet cables all round for the added shielding from crosstalk and interference they offer.

[Ashleigh_C]

Hi there @stujwallace 

Thank you so much for your first post to our community forums, and welcome to the team, it's great to have you with us. 

We are so sorry that you are experiencing these issues with your service and thank you so much to our community members for their help and advise so far. 

I would like to be able to run some checks on our side, but in order to so I would need the Hub to be in router rather than modem mode. Are you able to change the Hub over temporarily so we can run some checks? 

Thank you.

[stujwallace]

Hi Asheligh,

Sorry for the delay in getting back to you.
As of 08:00 today 10/08/2023 I have my VM Hub back in router mode and plan to leave it like that for the time being.

Please feel free to carry out any checks you need to make.

Regards

Stuart

[Ashleigh_C]

Thank you Stuart, are you OK to leave this for 24 hours so we can let our systems get a reading and I can check the specs again? 

I have checked now and everything does seem to be in order but if we allow a full 24 hours we may get a better picture of how things are working. 

[stujwallace]

No problem - I'll leave everything setup how it is for now.
I was connected to work via WiFi today and my internet connection went down @ 12:20 today.
My Hub reset and I was back online again after about 5 mins.

[Matthew_ML]

Sorry to hear this, how was this overnight have you seen an improvement at all? Cheers 

[stujwallace]

Since I switched back to router mode, I've had x 2 loss of internet connection.

Thursday 10/08,  connected to work via WiFi, internet connection went down @ approx 12:20.
Tuesday 15/08, connected to work via WiFi, internet connection went down @ approx 10:05.

I have the VM hub 3, which is apparently not the most reliable device. I've been with VM since 2009. I must have had this hub for at least 10 years. Not saying it's the issue, but it's ancient and I'm not convinced that this copes all that well with more modern / faster WiFi devices.

[John_GS]

Hi @stujwallace 

Thanks for coming back to the thread and leaving the router in router mode. 

We've checked the system and ran the diagnostic - no issues are showing, levels in spec as well.

Is it just WiFi devices that are disconnecting or are all devices disconnecting at the same time.

Best wishes.

[stujwallace]

The hub goes down / reboots, so it's loss of internet access for everything.
It actually went down again today at around 12:30.

For wired devices I've replaced all ethernet cables with new cat6a cables.
I only have x 2 wired devices currently connected.
Everything else is WiFi.

 

[stujwallace]

When I looked in the network log for today I can see x 2 kenel panic messages.

15/08/2023 11:43:5	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
15/08/2023 09:01:0	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;