Hub 3 network log..is this normal?

[HughJarsse]

OK, 

have had a problem with an ageing hub2, and an engineer was booked to come to look at the problem. He replaced it with a hub 3, which appears to be somewhat slow? and sometimes seems to 'hang' a bit compared to the old hub 2.

Looking at the network log, I get this..

01/09/2021 10:41:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:55:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 23:50:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 12:22:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 22:41:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 09:37:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 04:10:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 13:11:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 01:54:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 10:41:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 13:55:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 18:43:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 15:28:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2021 22:41:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2021 16:00:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:10:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:13:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:11:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 12:20:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 10:41:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Not looking so good to me? 

Anybody got any ideas here? do we need another engineer visit?

[HughJarsse]

This is the network log since the last one

Network Log

Time Priority Description

03/09/2021 23:56:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 12:31:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 05:28:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 15:37:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 10:41:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

You definitely need a technician's visit to fix.

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150. Alternatively a VM staff member will get to your post, but possibly not for a few days.

You have to check to see if there are any local faults first because VM will not send out any technicians until they are fixed.

[Molly_G]

Hey @HughJarsse,

Many thanks for your recent post. Sorry to hear of the issues you've been experiencing with your current hub.

I've ran some further checks from our side and your upstream levels are out of spec. I'd like to get a visit booked in so our engineer can take a closer look at what could be causing this and help resolve the issue.

I'll send you a private message to confirm a couple of details, so please keep an eye on the purple envelope at the top of the page.

Kind regards,

[HughJarsse]

Hi Molly, 

Reply sent.

Regards,

[Molly_G]

Hey @HughJarsse,

Thanks for coming back to me via private message. As advised, a visit is booked in for you for one of our engineers to check things over.

You can check the appointment, as well as change the date and time if needed via the online My VM Account.

Keep us posted on how the visit goes.

Kind regards,

[HughJarsse]

OK, update on this.. Engineer turned up, checked all connections and replaced the splitter , and remade the external connections in outside wall box, reset hub and said to see how it goes over the next few days.  Have now left it it almost 2 weeks, and these are the latest hub readings.

Network Log

Time Priority Description

20/09/2021 09:15:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2021 04:17:3	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 21:15:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:54:18	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 09:15:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 19:57:56	notice	LAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 12:37:25	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 07:05:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 15:01:6	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	234750000	2.9	37	256 qam	13
2	242750000	3	37	256 qam	14
3	250750000	2.7	37	256 qam	15
4	258750000	2.5	37	256 qam	16
5	266750000	2.7	37	256 qam	17
6	274750000	2.7	37	256 qam	18
7	282750000	2.2	36	256 qam	19
8	290750000	2	37	256 qam	20
9	298750000	2.5	36	256 qam	21
10	306750000	2.2	36	256 qam	22
11	314750000	1.7	36	256 qam	23
12	322750000	2	36	256 qam	24
13	330750000	2.5	36	256 qam	25
14	338750000	2.7	36	256 qam	26
15	346750000	2	36	256 qam	27
16	354750000	1.7	36	256 qam	28
17	362750000	2	36	256 qam	29
18	370750000	2.2	36	256 qam	30
19	378750000	1.7	35	256 qam	31
20	386750000	1.2	35	256 qam	32
21	394750000	1.9	35	256 qam	33
22	402750000	2.2	35	256 qam	34
23	410750000	1.5	35	256 qam	35
24	418750000	1.2	35	256 qam	36

Downstream bonded channels

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

1	Locked	37.6	3658	70
2	Locked	37.3	3903	43
3	Locked	37.3	6110	46
4	Locked	37.6	6758	34
5	Locked	37.3	10467	30
6	Locked	37.6	11385	31
7	Locked	36.6	30149	31
8	Locked	37.3	21839	24
9	Locked	36.6	50721	30
10	Locked	36.6	47373	36
11	Locked	36.3	56398	57
12	Locked	36.3	71994	40
13	Locked	36.6	57650	44
14	Locked	36.3	63908	39
15	Locked	36.3	79136	33
16	Locked	36.6	96908	26
17	Locked	36.3	129693	29
18	Locked	36.3	118763	30
19	Locked	35.7	251170	24
20	Locked	35.7	215270	25
21	Locked	35.7	269699	24
22	Locked	35.7	257566	29
23	Locked	35.5	638930	27
24	Locked	35.5	751879	34

System still not really right, but better than it was.  Figures still look a bit high on the pre RS, but what do you guys think?

[Brava210]

What are your upstream stats?

[lotharmat]

I think your SNR is borderline - You can see the errors are inversely proportional to the SNR and RxMER.

I'd say there is still some noise ingress somewhere!

[Tudor]

How long was it time wise between the reset of the box and the set of stats you posted? If it was a short period, then those stats are horrendous. 

Best perhaps to power cycle the hub and post a new set of stats after say 1 hour. We can then see if they are still high in a short period. Please also post your upstream levels as well, these often show problems more than the downstream. 

[Paulina_Z]

Hi @HughJarsse,

Thank you for coming back to us in regards to your connection issues.

I have been able to take another look at your account and I cannot see any issues with your connection. There are no area issues that are impacting your services, and your upstream and downstream power levels are currently in spec.

Can you tell us if this issue is still ongoing? If so, please let us know so we can look into this further for you.

Thank you,