Requesting engineer visit

[Cjmills]

getting error message the following error message frequently in the logs

“No ranging response received- t3 etc etc.”

called support told to hardware reset. 

not sure how this will help as believe this error as about the poor signal strength. 

ant comments will help

[jbrennand]

Lets see the whole picture
______________________

Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[Cjmills]

Thank for reply monitor link for today

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8a87b4b4b96b202d59b200dfffe1d297d2bc0f0-16-07-2021

will copy other stuff soon 

[Cjmills]

Downstream log

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

1	203000000	1.5	40	256 qam	9
2	211000000	1.5	39	256 qam	10
3	219000000	1.5	40	256 qam	11
4	227000000	1.5	40	256 qam	12
5	235000000	1.5	40	256 qam	13
6	243000000	1.5	38	256 qam	14
7	251000000	1.2	40	256 qam	15
8	259000000	1.2	39	256 qam	16
9	267000000	1.7	38	256 qam	17
10	275000000	2	40	256 qam	18
11	283000000	2	40	256 qam	19
12	291000000	2	40	256 qam	20
13	299000000	2.7	40	256 qam	21
14	307000000	2.4	40	256 qam	22
15	315000000	2.5	40	256 qam	23
16	323000000	2.9	40	256 qam	24
17	331000000	2.7	40	256 qam	25
18	339000000	2.9	40	256 qam	26
19	347000000	3	40	256 qam	27
20	355000000	3	40	256 qam	28
21	363000000	3	40	256 qam	29
22	371000000	3.2	40	256 qam	30
23	379000000	3	40	256 qam	31
24	387000000	2.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	8713	0
2	Locked	39.3	9569	0
3	Locked	40.3	10167	0
4	Locked	40.3	9675	0
5	Locked	40.3	10060	0
6	Locked	38.9	10078	0
7	Locked	40.3	10710	0
8	Locked	39.3	10041	0
9	Locked	38.9	10248	0
10	Locked	40.3	10282	0
11	Locked	40.9	9613	0
12	Locked	40.9	10475	0
13	Locked	40.3	10547	0
14	Locked	40.3	10118	0
15	Locked	40.9	10066	0
16	Locked	40.3	10790	0
17	Locked	40.3	11696	0
18	Locked	40.9	13187	0
19	Locked	40.9	15424	0
20	Locked	40.9	15598	0
21	Locked	40.9	18834	0
22	Locked	40.9	20274	0
23	Locked	40.3	22271	0
24	Locked	40.9	24345	0

[Cjmills]

Upstream

Upstream bonded channels

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

1	60300258	49.8	5120	64 qam	1
2	46200068	48.5	5120	64 qam	3
3	53700106	49.3	5120	64 qam	2
4	39400000	48.8	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

[Cjmills]

Error log

TimePriorityDescription16/07/2021 10:05:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/07/2021 10:04:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/07/2021 09:34:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/07/2021 09:34:13Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/07/2021 19:08:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 05:49:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 00:00:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;11/07/2021 02:07:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/07/2021 14:53:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2021 09:38:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2021 09:37:20criticalReceived 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;07/07/2021 09:32:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2021 09:32:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2021 09:32:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2021 09:32:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

[jbrennand]

Its odd. BQM is showing a few issues but the Hub stats are all fine - the logs look ok to me apart from CMTS issues but I am no expert -someone else should comment - a VM person will do so in a day or two.

In the meantime what issues are you having specifically. Is it speed fluctuations or connection drops - or both?

And are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

[Cjmills]

Cheers

the issue is stability of vpn, and poor video call’s. 

I’d have thought that 200mb/ 35mb speeds should handle most things put at it. 

we see vpn drops from different laptops at different times constantly during the day. 

[jbrennand]

Ahhh.... the black arts of a VPN. So if you take that out of the equation is all ok?

There have been umpteem threads on VPN'shere (just do a search). I am no expert as I dont use one, but IIRC the usual solution proffered that the Hub is pants at working with a VPN and you should get your own router.

Someone else should hopefully comment soon.

[Kath_F]

Hi Cjmills, 

Thanks for your post and apologies to hear you are having an issue with your connection. I can see you are in contact with Steven_L and he has offered to book an engineer for you here: Best router for hub 3

Please reply to Steve's message that he has sent and this will get the visit booked in for you 🙂

Thanks,