Freeze problem on sites

[saz73712]

HI everyone hope you can help 🙂 

I have a Hub 3.0 and I started to get problems while on any sites, doesn't seem to matter which ones. By the way I have 2 desktop computers in my home office, both are 'wired' to the Hub and having the same problem, although I am also experiencing the same issue when on my tablet or phone via Wifi.  I click to open a site, or click on a link on an already opened site and it freezes for a little while, like it is stuck, sometimes I have to press on the link again or refresh the page and when I do that, again sometimes it just stays the same (and I end up closing it, although no point relly as it just carried on doing it when opening again lol), and sometimes it finally starts doing something. It's so frustrating, I spoke to Virgin and they did tests (said nothing was wrong), even came out and gave me a replacement Hub 3.0 (just to shut me up I think and said it's just because of the demand during lockdown lol) however it's still doing it, all day, every day. I've rebooted the hub, every time I try a download speed test it is ok, I just don't get it. I never ever used to get these problems and been with VM for years, has anyone any ideas? Please Help and if you need any more info let me know, I'm not too bad with techie stuff - I did do a Router Statues check and here are the results for Network Log:

Network Log

Time Priority Description

30/06/2021 23:50:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:44:47	critical	Received 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;
30/06/2021 23:42:26	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 18:09:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:53:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 09:08:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:44:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:08:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 14:24:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 09:08:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 07:56:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 21:08:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 13:59:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 12:37:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 11:27:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Could you please post the up/downstream stats?

[saz73712]

HI of course, see below thanks x

Downstream bonded channels

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

1	139000000	6.5	40	256 qam	1
2	147000000	6	40	256 qam	2
3	155000000	6	40	256 qam	3
4	163000000	5.9	40	256 qam	4
5	171000000	5.8	40	256 qam	5
6	179000000	5.5	40	256 qam	6
7	187000000	5.8	40	256 qam	7
8	195000000	5.5	40	256 qam	8
9	203000000	5.3	40	256 qam	9
10	211000000	5	40	256 qam	10
11	219000000	5	40	256 qam	11
12	227000000	4.9	40	256 qam	12
13	235000000	4.9	40	256 qam	13
14	243000000	4.6	40	256 qam	14
15	251000000	4.6	40	256 qam	15
16	259000000	4.5	40	256 qam	16
17	267000000	4.5	40	256 qam	17
18	275000000	4.3	40	256 qam	18
19	283000000	4.4	40	256 qam	19
20	291000000	4.3	40	256 qam	20
21	299000000	4.5	40	256 qam	21
22	307000000	4.4	40	256 qam	22
23	315000000	4.3	40	256 qam	23
24	323000000	4.1	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	6	0
2	Locked	40.3	11	0
3	Locked	40.3	8	0
4	Locked	40.3	7	0
5	Locked	40.3	30	0
6	Locked	40.9	24	0
7	Locked	40.9	23	0
8	Locked	40.9	16	0
9	Locked	40.9	10	0
10	Locked	40.3	11	0
11	Locked	40.3	12	0
12	Locked	40.9	11	0
13	Locked	40.3	12	0
14	Locked	40.9	17	0
15	Locked	40.9	14	0
16	Locked	40.9	20	0
17	Locked	40.3	20	0
18	Locked	40.9	23	0
19	Locked	40.3	32	0
20	Locked	40.3	36	0
21	Locked	40.3	23	0
22	Locked	40.9	20	0
23	Locked	40.3	24	0
24	Locked	40.3	37	0

Upstream bonded channels

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

1	46200000	41.8	5120	64 qam	1
2	25799940	41.3	5120	64 qam	4
3	32600054	41.8	5120	64 qam	3
4	39400000	41.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[lotharmat]

Hmm..

Power levels and SNR all look fine - yet the log tells a different story..

The timing synchronisation is a problem and certainly points to a problem between hub can CMTS!

[saz73712]

Hi is ther anything I can do? thanks x

[saz73712]

HI

Here is the link to a copy of my BQM, does anyone know what the yellow spikes are? thanks xhttps://www.thinkbroadband.com/broadband/monitoring/quality/share/3acc0b37403a7a41ebd946962bbcc911bb... 

[Gareth_L]

Hi saz73712

Thanks for the post 

I would like to take a look at this in a bit more detail

And to check your account and hub 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[jpeg1]

---

@saz73712 wrote:

HI

Here is the link to a copy of my BQM, does anyone know what the yellow spikes are? thanks xhttps://www.thinkbroadband.com/broadband/monitoring/quality/share/3acc0b37403a7a41ebd946962bbcc911bb... 

---

Very likely those will be when you did a speed test, which occupies the full bandwidth of your feed.

[jpeg1]

Looking at the router log, there is a burst of errors after 23.42 on 30.9 which might have been due to network switching.   Apart from that it is entirely normal with just the odd infrequent entry that we all get.

There's nothing on your data to explain your freezing problems. 

[Gareth_L]

HI saz73712

I have had to book an engineers visit to check the whole set up, connections etc 

The time and date have been sent by Private Message 

Gareth_L