Increased ping times - what is normal / acceptable?

[Bilbomacuser]

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

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

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

[legacy1]

---

@Ayisha_B wrote:

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. 

---

What ones can you run and what ones can't you run? a simple ping the the modem and look at Docsis status is enough short from being able to ping the WAN IP. 

[Ayisha_B]

@legacy1 I've done all the checks I needed to now and have responded to the OP.

Thank you 😄

[Bilbomacuser]

Thanks for the reply. 

just to be clear - we aren’t aware of an outage at our end, is this something that is just affecting performance (ie ping times) rather than the whole service being down?

thanks. 

[Ayisha_B]

Hi @Bilbomacuser,

You may notice performance issues yes but this should improve when services have been restored. 

Please monitor and keep us posted.