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cjd1965
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Superhub 3 keeps disconnecing from VM

Hi my router and/or wifi is dropping out several times daily my router logs are attached, T3 timeout seems to be the culprit. My service check returned no issues found

30/04/2020 09:11:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 07:58:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 16:28:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 01:02:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 14:06:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 13:51:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 13:51:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 09:46:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2020 12:20:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 11:42:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 22:01:35ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2020 18:07:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 21:42:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 14:08:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:10:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 22:59:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 08:42:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 03:34:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 03:32:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Ollie_Wilson
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Re: Superhub 3 keeps disconnecing from VM

Hi,

Can you please DM me your account number and area reference, I’ll take a look remotely.

If my answer was helpful to you please mark you post as helpful answer and consider leaving kudos.

Cheers, Ollie

Want to do right by your nearest and dearest and both earn a £50 credit off your bill? It's simple, Just text ‘RAF 36239 Ollie Wilson to 80011 with your postcode, account number, friend's name and phone number, so we can call them now. Why wait, get others to receive superfast broadband!!

 

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Ollie_Wilson
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Re: Superhub 3 keeps disconnecing from VM

I can see via diagnostics my end that your main power levels from VM to the hub are all within specification. Looking at your devices currently connected to the hub, again no real concerns, a few are sitting on 2.4Ghz instead of 5 Ghz but again no real concerns.

As you said and looking at your activity logs, T3 timeouts are way too high. This could be a number of things from damaged cables to wear and tear on the splitters or connectors internal or external.

I think you would benefit from having an engineer visit to give your setup a full once over.

Do you want me to try and get an engineer over?

If my answer was helpful to you please mark you post as helpful answer and consider leaving kudos.
Cheers, Ollie

Want to do right by your nearest and dearest and both earn a £50 credit off your bill? It's simple, Just text ‘RAF 36239 Ollie Wilson to 80011 with your postcode, account number, friend's name and phone number, so we can call them now. Why wait, get others to receive superfast broadband!!

Here to help! I'm a technician helping out whilst being in lockdown from home. Find out more

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cjd1965
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Re: Superhub 3 keeps disconnecing from VM

I will reseat the connections myself it is a basic thing to do. If i still have same issues i will come back ere to request a visit

 

Thanks

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chris1967
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Re: Superhub 3 keeps disconnecing from VM

Hello.   I have been having significant issues with disconnections (up to 15 in a day).  I have had numerous engineer visits, cable changed and spent hours on the telephone and 8 weeks later no solution.   My neighbour (also VM customer) is not experiencing the disconnections.   Another resident in the street is experiencing the same problem as we are.   VM cannot seem to resolve this problem.  Any ideas?   Thank you.  Chris

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