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Wifi goes down frequently - DHCP renew, No response T3 and ATOM self healing

Noobify
On our wavelength

Hi Experts,

I'm on Hub 3. Experiencing terrible wifi stability which disappears almost twice a day and comes back up once restarted The technician who visited couldn't resolve with usual cable check, replace with another Hub 3 splitter check etc. Here are the logs: - any solutions or advice ? 

1 ACCEPTED SOLUTION

Accepted Solutions

There is a hardware fault with the HUB, so putting it in modem mode probably won't resolve the issue.

See where this Helpful Answer was posted

19 REPLIES 19

Noobify
On our wavelength

Network Log

Time Priority Description

03/03/2024 11:01:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2024 08:51:15noticeNOTICE 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;
03/03/2024 03:57:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2024 03:57:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2024 10:06:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2024 21:20:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2024 06:24:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2024 21:14:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2024 01:25:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2024 01:25:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2024 20:44:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2024 11:07:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2024 11:07:7Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2024 10:26:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2024 09:23:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2024 09:00:8noticeNOTICE 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;
25/02/2024 01:18:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2024 17:28:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2024 17:28:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2024 16:28:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Noobify
On our wavelength

Downstream bonded channels

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

1331000000537256 qam25
2139000000837256 qam1
31470000007.137256 qam2
41550000006.537256 qam3
5163000000637256 qam4
6171000000637256 qam5
71790000005.937256 qam6
81870000005.837256 qam7
91950000005.537256 qam8
10203000000537256 qam9
112110000004.637256 qam10
122190000004.537256 qam11
132270000003.937256 qam12
142350000003.737256 qam13
152590000002.537256 qam16
16267000000337256 qam17
172910000003.737256 qam20
182990000004.137256 qam21
193230000004.837256 qam24
203550000005.537256 qam28
213630000005.337256 qam29
223870000003.737256 qam32
233950000003.537256 qam33
244190000002.937256 qam36



Downstream bonded channels

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

1Locked37.650
2Locked37.350
3Locked37.6190
4Locked37.3170
5Locked37.300
6Locked37.300
7Locked37.650
8Locked37.650
9Locked37.350
10Locked37.340
11Locked37.360
12Locked37.350
13Locked37.340
14Locked37.350
15Locked37.300
16Locked37.650
17Locked37.650
18Locked37.350
19Locked37.650
20Locked37.650
21Locked37.350
22Locked37.650
23Locked37.350
24Locked37.3130

Noobify
On our wavelength

Upstream bonded channels

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

13660000036.5512064 qam11
22360000932.5512064 qam13
33010000034512064 qam12
44310001936.5512064 qam10
54959998639512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0010

Client62
Alessandro Volta

Looking at the date time of the two ATOM log messages, does that correspond to some unusually intense use of the VM Hub or is it just an Intel Atom processor glitch ?

Noobify
On our wavelength

Nothing intense in terms of usage at all, pretty random, does this mean this replacement Hub 3 is also faulty and needs to be replaced ?

Adduxi
Very Insightful Person
Very Insightful Person

The Atom restarts are usually when the CPU is overloaded.  Also those power levels don’t seem right in that the spread is high? One of the Upstream is too low in any case.  Should be at least 34. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Hello Noobify

 

Sorry to hear of the connection issues experienced, we understand and appreciate you raising this via the forums and welcome to the community.

 

We can see you have spoken to the team since posting, were they able to offer any advice or a resolution during the call? 

 

Rob

Noobify
On our wavelength

Hi Rob, The disconnection/retention Team offered to send another Technical person to check the Virgin router, hoping this time he/she will be able to diagnose and fix the issues which the kind contributors above diagnosed