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saz73712
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Freeze problem on sites

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 23:50:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:44:47criticalReceived 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 23:42:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 23:42:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 18:09:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:53:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 09:08:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:44:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:08:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 14:24:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 09:08:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 07:56:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 21:08:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 13:59:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 12:37:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 11:27:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Tudor
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Message 2 of 14
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Re: Freeze problem on sites

Could you please post the up/downstream stats?


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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saz73712
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Message 3 of 14
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Re: Freeze problem on sites

HI of course, see below thanks x

Downstream bonded channels

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

11390000006.540256 qam1
2147000000640256 qam2
3155000000640256 qam3
41630000005.940256 qam4
51710000005.840256 qam5
61790000005.540256 qam6
71870000005.840256 qam7
81950000005.540256 qam8
92030000005.340256 qam9
10211000000540256 qam10
11219000000540256 qam11
122270000004.940256 qam12
132350000004.940256 qam13
142430000004.640256 qam14
152510000004.640256 qam15
162590000004.540256 qam16
172670000004.540256 qam17
182750000004.340256 qam18
192830000004.440256 qam19
202910000004.340256 qam20
212990000004.540256 qam21
223070000004.440256 qam22
233150000004.340256 qam23
243230000004.140256 qam24



Downstream bonded channels

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

1Locked40.360
2Locked40.3110
3Locked40.380
4Locked40.370
5Locked40.3300
6Locked40.9240
7Locked40.9230
8Locked40.9160
9Locked40.9100
10Locked40.3110
11Locked40.3120
12Locked40.9110
13Locked40.3120
14Locked40.9170
15Locked40.9140
16Locked40.9200
17Locked40.3200
18Locked40.9230
19Locked40.3320
20Locked40.3360
21Locked40.3230
22Locked40.9200
23Locked40.3240
24Locked40.3370

 

Upstream bonded channels

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

14620000041.8512064 qam1
22579994041.3512064 qam4
33260005441.8512064 qam3
43940000041.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0000
3ATDMA0000
4ATDMA0000
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lotharmat
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Message 4 of 14
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Re: Freeze problem on sites

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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saz73712
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Message 5 of 14
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Re: Freeze problem on sites

Hi is ther anything I can do? thanks x
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saz73712
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Message 6 of 14
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Re: Freeze problem on sites

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... 

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Gareth_L
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Message 7 of 14
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Re: Freeze problem on sites

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

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jpeg1
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Message 8 of 14
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Re: Freeze problem on sites


@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.

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jpeg1
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Message 9 of 14
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Re: Freeze problem on sites

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. 

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Gareth_L
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Message 10 of 14
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Re: Freeze problem on sites

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

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