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;

[Gareth_L]

Hi saz73712

Now we have been able to book an engineer 

Can you please let us know how things are after the visit 

Gareth_L

[saz73712]

Hi Gareth

Yes the engineer came last night, lovely bloke however unable to find a problem 😞 He did say he was going to ask someone called Scott on Monday to check the head thing CMTS thing whatever that is, but he also said it's likely nothing will be done as he can't go back with a specific problem as he couldn't find one. When I showed him my thread on here and the router logs and BMQ he said ignore all that, he said he didn't even know about any BMQ monitor and asked if it was even real. And regarding the logs he didn't even look through properly just glanced at me showing him them and said ignore all those, everyone gets them. He also didn't even log into me router on my computer, he did do something with the box although he only had his mobile phone with him inside. He also added a new wifi 5g thing to my box and told me to put my mobiles on it, which I didn't really want as all my devices normally automatically connect to either 2.4G or 5g, and it's not made anything any better anyway, in fact I've changed back on my mobile phones to the normal one. He left saying he would phone me next week. I just said I wanted a reason why it was happening so I can decide if I'm staying with virgin or moving, but he said this is unlikely to happen, so I just have to decide now whether to move as I explained I had not had a problem in the 8 years I've ben here and all of a sudden before Xmas it started lagging, but he just kept saying there is no issue he can find 😞 

[Gareth_L · Accepted solution]

Sorry to hear that saz73712

Can you please let me know if you get the call and we can then take things from there 

Depending on what you wish to do 

Gareth_L

[Z92]

Looking at your BQM now, your connection looks perfect. 

I wonder however, what DNS servers do you use? Have you tried alternative ones, such as 8.8.8.8 ?

If these servers are having difficulties it can freeze webpages as until a response is received, the webpage cannot be downloaded. They are like the address book of the internet.