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Cjmills
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Requesting engineer visit

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

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jbrennand
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Re: Requesting engineer visit

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Cjmills
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Re: Requesting engineer visit

Thank for reply monitor link for today

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

will copy other stuff soon 

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Cjmills
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Re: Requesting engineer visit

Downstream log

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

12030000001.540256 qam9
22110000001.539256 qam10
32190000001.540256 qam11
42270000001.540256 qam12
52350000001.540256 qam13
62430000001.538256 qam14
72510000001.240256 qam15
82590000001.239256 qam16
92670000001.738256 qam17
10275000000240256 qam18
11283000000240256 qam19
12291000000240256 qam20
132990000002.740256 qam21
143070000002.440256 qam22
153150000002.540256 qam23
163230000002.940256 qam24
173310000002.740256 qam25
183390000002.940256 qam26
19347000000340256 qam27
20355000000340256 qam28
21363000000340256 qam29
223710000003.240256 qam30
23379000000340256 qam31
243870000002.740256 qam32



Downstream bonded channels

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

1Locked40.387130
2Locked39.395690
3Locked40.3101670
4Locked40.396750
5Locked40.3100600
6Locked38.9100780
7Locked40.3107100
8Locked39.3100410
9Locked38.9102480
10Locked40.3102820
11Locked40.996130
12Locked40.9104750
13Locked40.3105470
14Locked40.3101180
15Locked40.9100660
16Locked40.3107900
17Locked40.3116960
18Locked40.9131870
19Locked40.9154240
20Locked40.9155980
21Locked40.9188340
22Locked40.9202740
23Locked40.3222710
24Locked40.9243450
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Cjmills
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Re: Requesting engineer visit

Upstream

Upstream bonded channels

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

16030025849.8512064 qam1
24620006848.5512064 qam3
35370010649.3512064 qam2
43940000048.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Cjmills
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Re: Requesting engineer visit

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

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jbrennand
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Message 7 of 10
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Re: Requesting engineer visit

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?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Cjmills
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Re: Requesting engineer visit

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. 

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jbrennand
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Re: Requesting engineer visit

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Kath_F
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Message 10 of 10
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Re: Requesting engineer visit

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,

Kath_F
Forum Team



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