on 18-07-2021 01:20
We are on the 350 plan (which when we signed up was the fastest service, for gamers) and we have typically had a ping of around 8-12 ms. Recently I’ve noticed it to be 18-20ms. We are still getting good speeds - of around 360 mbps up and 36 mbps down. The hub 3 is in modem only mode.
The cover of the brown box outside regularly falls of and I keep replacing it - should the box be replaced, and could this be causing issues?
There are some errors showing on the status page:
17/07/2021 23:34:28 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 20:50:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 20:50:24 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 20:50:24 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 19:23:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/07/2021 19:13:5 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 14:21:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2021 05:41:53 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 14:30:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 09:20:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 09:20:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 09:20:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 08:42:29 | 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; |
08/07/2021 08:38:8 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 08:38:3 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 08:38:3 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 08:38:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 19:51:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 02:39:2 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/07/2021 20:53:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 46 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
1 | Locked | 38.6 | 9 | 0 |
2 | Locked | 37.6 | 31 | 0 |
3 | Locked | 37.6 | 16 | 0 |
4 | Locked | 37.6 | 24 | 0 |
5 | Locked | 37.6 | 53 | 0 |
6 | Locked | 37.6 | 56 | 0 |
7 | Locked | 37.3 | 27 | 0 |
8 | Locked | 37.3 | 25 | 0 |
9 | Locked | 37.6 | 18 | 0 |
10 | Locked | 37.3 | 24 | 0 |
11 | Locked | 37.6 | 27 | 0 |
12 | Locked | 37.6 | 16 | 0 |
13 | Locked | 37.6 | 35 | 0 |
14 | Locked | 37.3 | 7 | 0 |
15 | Locked | 37.6 | 34 | 0 |
16 | Locked | 37.6 | 30 | 0 |
17 | Locked | 37.6 | 23 | 0 |
18 | Locked | 37.3 | 30 | 0 |
19 | Locked | 37.3 | 47 | 0 |
20 | Locked | 37.3 | 31 | 0 |
21 | Locked | 37.3 | 35 | 0 |
22 | Locked | 36.6 | 56 | 0 |
23 | Locked | 36.6 | 98 | 0 |
24 | Locked | 36.3 | 272 | 0 |
Answered! Go to Answer
on 18-07-2021 07:37
Looking at what you've posted, it seems likely that the problem is caused by noise ingress on upstream channel 1. If you look there's a very high timeout count on that, which will affect the hub's communication with the network. I've marked that for staff to advise. If need be they can book a technician.
on 18-07-2021 07:37
Looking at what you've posted, it seems likely that the problem is caused by noise ingress on upstream channel 1. If you look there's a very high timeout count on that, which will affect the hub's communication with the network. I've marked that for staff to advise. If need be they can book a technician.
18-07-2021 07:41 - edited 18-07-2021 07:42
46 is not alot if the hubs been online for a while.
It's normal to have latency of 20ms+ on Virgin as docsis3 is laggier than say Openreach FTTC. That's not a fault/issue
Perhaps post up your full stats showing your upstream power levels etc
18-07-2021 07:56 - edited 18-07-2021 08:01
Thanks for the replies.
The hub was restarted about 24 hours earlier when I installed a new router (changed from Synology RT2600ac to UDM Pro) - the Virgin Hub 3 has been powered off during the switchover as I had read this was necessary to work with a new router.
We have had consistently lower ping times with Virgin previously (about 8-12ms) so it is now about twice what it was previously. The cabinet is opposite our house so perhaps that allows low ping times normally?
Any stats I’ve missed?
1 | 203000000 | 5.4 | 38 | 256 qam | 9 |
2 | 211000000 | 4.5 | 37 | 256 qam | 10 |
3 | 219000000 | 4.6 | 37 | 256 qam | 11 |
4 | 227000000 | 4 | 37 | 256 qam | 12 |
5 | 235000000 | 3 | 37 | 256 qam | 13 |
6 | 243000000 | 2.7 | 37 | 256 qam | 14 |
7 | 251000000 | 3.5 | 37 | 256 qam | 15 |
8 | 259000000 | 4 | 37 | 256 qam | 16 |
9 | 267000000 | 4.3 | 37 | 256 qam | 17 |
10 | 275000000 | 4.5 | 37 | 256 qam | 18 |
11 | 283000000 | 4.5 | 37 | 256 qam | 19 |
12 | 291000000 | 4.9 | 38 | 256 qam | 20 |
13 | 299000000 | 4.9 | 37 | 256 qam | 21 |
14 | 307000000 | 5.4 | 37 | 256 qam | 22 |
15 | 315000000 | 5.1 | 37 | 256 qam | 23 |
16 | 323000000 | 5.5 | 37 | 256 qam | 24 |
17 | 331000000 | 5.3 | 37 | 256 qam | 25 |
18 | 339000000 | 6 | 37 | 256 qam | 26 |
19 | 347000000 | 5.6 | 37 | 256 qam | 27 |
20 | 355000000 | 6 | 37 | 256 qam | 28 |
21 | 363000000 | 4.8 | 36 | 256 qam | 29 |
22 | 371000000 | 3.9 | 36 | 256 qam | 30 |
23 | 379000000 | 3.7 | 36 | 256 qam | 31 |
24 | 387000000 | 3.5 | 36 | 256 qam | 32 |
1 | 53700000 | 44.8 | 5120 | 64 qam | 2 |
2 | 60300000 | 44.8 | 5120 | 64 qam | 1 |
3 | 46200000 | 44.5 | 5120 | 64 qam | 3 |
4 | 39400000 | 44 | 5120 | 64 qam | 4 |
1 | ATDMA | 0 | 0 | 46 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
SFID | 38284 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 38283 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 18-07-2021 08:25
Hi @Bilbomacuser,
Welcome to our Community Forums and thanks for posting.
I have taken a look at the account but have been unable to run through all the diagnostics as you are currently in Modem mode. Are you able to put the hub into router mode so I can finish of our checks?
Cheers
on 18-07-2021 08:32
@jb66 46 is not alot if the hubs been online for a while.
Look at the downstream error counts - if the hub had any extended up time those would be far higher.
on 18-07-2021 09:27
Thanks for the reply. I will put it in router mode now - will I need to leave it like that for long?
Thanks
Jon
on 19-07-2021 06:12
@Bilbomacuser wrote:Thanks for the reply. I will put it in router mode now - will I need to leave it like that for long?
A couple of days usually. If that causes wifi problems you can reconnect your own router but with YOUR router set to access point mode, and turn off the hub's wifi. That means you get better wifi but still enables VM to remotely interrogate the hub. You don't want that long term, because the hub's router is not up to much, but as a short term thing it is usually an acceptable compromise.
on 19-07-2021 09:33
@Andrew-G wrote:
@Bilbomacuser wrote:Thanks for the reply. I will put it in router mode now - will I need to leave it like that for long?
A couple of days usually. If that causes wifi problems you can reconnect your own router but with YOUR router set to access point mode, and turn off the hub's wifi. That means you get better wifi but still enables VM to remotely interrogate the hub. You don't want that long term, because the hub's router is not up to much, but as a short term thing it is usually an acceptable compromise.
The other option that may work for you is to leave both as gateway routers and double NAT. This is less disruptive in terms of configuration of your internal devices.
For this to work, there will be a small local subnet between the SH and your router. You must chose an IP range for this that does not conflict with your main local subnet.
1. Place the SH in router mode. Set a static ip for the SH and Disable DHCP on the SH
2. Set a static ip on the WAN interface on your router in the SHs range
3. On the SH put your router in the DMZ. This will forward all external ports to your router.
4. Disable WiFi on the SH
I've run like this for more than a week with no noticeable changes in functionality from a local network standpoint. (I run outgoing and incoming VPNs)
It's also very easy to put back into modem mode. Connect to the SH (via your router) on the static IP you gave it. Switch the SH to modem mode.
Then put your routers WAN back to DHCP and power cycle the SH.
on 19-07-2021 13:26
Thanks for popping the hub back into router mode @Bilbomacuser
I have taken a look at your account and can see you are currently impacted by an outage.
The reference number for this is C01217103 and the estimated time of fix is 19 JUL 2021 15:00
We need to let you know we're making some improvements to our network at the moment, so we can make sure we're giving you the best service possible.
I would advise rebooting your hub and monitoring your connection thereafter and if you find the issues still persist, let us know and we can take it from there.
Cheers