on 13-08-2021 11:26
My WiFi intermittently drops out. Looking at the router pages I see the critical error “No ranging response received. T3 time out”
I haven’t correlated this with the dropouts experienced but since the log shows 9 such occurrences in the last 11 days it will be a good bet.
can these be fixed?
Additionally my WiFi signal strength is very poor. I get around 10% of the router speed in my living room, with my router in the bedroom about 15 feet away. My neighbour’s WiFi (further away) is much stronger. There is no signal at all in my son’s room across the hall. Is there a way to boost the signal strength?
lastly my hub 3 power light is constantly orange an the hub is hot to the touch. Having done multiple reboots and factory resets I believe that the hub is defective, but when I call I am always told that a remote repair is complete and then left for the problems to continue.
Hopefully someone on here can help
Answered! Go to Answer
14-08-2021 09:18 - edited 14-08-2021 09:21
Firstly, don't worry too much about the occasional T3 timeout, even though they are marked as 'critical' in the log.
Secondly, you need to separate the problems associated with the two connections the SH establishes; The external DOCSIS cable side and the internal LAN side.
Looks like you may have problems on both. The post RS errors on your Acquired Downstream Channel indicate a slight problem with the DOCSIS side.
The inability for your wireless devices to get an internal IP address seems to show a problem with signal levels on WiFi.
Regarding the orange power light, this may well be normal. Can you quantify how hot the modem gets - they do run warm.
Now to some diagnosis.
The best way to diagnose issues on the DOCSIS side it to connect a device via an Ethernet cable directly to the modem and run some speed test like that.
Also check if you still have a connection via that route when other wireless devices fail.
Separate to that, you may have seen a diagnostic tool that's available from www.thinkbroadband.com. Known as a Broadband Quality Monitor (BQM) this is a free services that actively pings your connection every second. It can show up many kinds of faults on the Internet side.
On the WiFi side, there are some good scanning apps you can get that display signal strength and channels in use. This can help in selecting the best channels to use.
Whilst you could get reasonable WiFi coverage with the SH, many people bite the bullet and spend a bit of cash on their own WiFi systems that work with the SH (or indeed any other providers router).
There are many options if you go down that route including my solution of multiple Ethernet connected Wireless Access Points (WAPs or just APs)
on 13-08-2021 11:39
on 13-08-2021 13:01
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 2.2 | 40 | 256 qam | 9 |
2 | 139000000 | 3.5 | 40 | 256 qam | 1 |
3 | 147000000 | 3.5 | 40 | 256 qam | 2 |
4 | 155000000 | 3.5 | 40 | 256 qam | 3 |
5 | 163000000 | 3 | 40 | 256 qam | 4 |
6 | 171000000 | 2.7 | 40 | 256 qam | 5 |
7 | 179000000 | 2.5 | 40 | 256 qam | 6 |
8 | 187000000 | 2.4 | 40 | 256 qam | 7 |
9 | 195000000 | 2.4 | 40 | 256 qam | 8 |
10 | 211000000 | 1.7 | 40 | 256 qam | 10 |
11 | 219000000 | 1.7 | 40 | 256 qam | 11 |
12 | 227000000 | 1.7 | 40 | 256 qam | 12 |
13 | 235000000 | 1.5 | 40 | 256 qam | 13 |
14 | 243000000 | 1.2 | 40 | 256 qam | 14 |
15 | 251000000 | 1.2 | 40 | 256 qam | 15 |
16 | 259000000 | 0.7 | 40 | 256 qam | 16 |
17 | 267000000 | 0.7 | 40 | 256 qam | 17 |
18 | 275000000 | 0.7 | 40 | 256 qam | 18 |
19 | 283000000 | 0.5 | 40 | 256 qam | 19 |
20 | 291000000 | 0 | 40 | 256 qam | 20 |
21 | 299000000 | 0.2 | 40 | 256 qam | 21 |
22 | 307000000 | -0.2 | 40 | 256 qam | 22 |
23 | 315000000 | -0.2 | 40 | 256 qam | 23 |
24 | 323000000 | 0 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 7116 | 46225 |
2 | Locked | 40.9 | 23 | 0 |
3 | Locked | 40.9 | 5 | 0 |
4 | Locked | 40.3 | 4 | 0 |
5 | Locked | 40.3 | 17 | 0 |
6 | Locked | 40.3 | 21 | 0 |
7 | Locked | 40.3 | 6 | 0 |
8 | Locked | 40.9 | 4 | 0 |
9 | Locked | 40.3 | 6 | 0 |
10 | Locked | 40.3 | 6 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.3 | 5 | 0 |
14 | Locked | 40.3 | 6 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.3 | 0 | 0 |
17 | Locked | 40.9 | 4 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.3 | 6 | 0 |
20 | Locked | 40.3 | 13 | 0 |
21 | Locked | 40.3 | 4 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 40.3 | 7 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39399988 | 40.8 | 5120 | 64 qam | 2 |
2 | 25800004 | 39.3 | 5120 | 64 qam | 4 |
3 | 32600017 | 39.3 | 5120 | 64 qam | 3 |
4 | 46199998 | 40.8 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Hope useful
on 13-08-2021 13:04
on 13-08-2021 14:06
on 13-08-2021 14:47
Can it be fixed?
on 13-08-2021 15:15
Try restarting your router first. Turn it off at the wall for a few minutes then turn it back on.
on 13-08-2021 15:42
I’ve restarted and factory reset around 60 times in the last few months. It usually buys me an hour or so of decent performance. The router has been reset this morning, and I don’t want to continue doing that. “Turn it off and turn it on again” is not a fix here
on 13-08-2021 15:51
on 13-08-2021 15:55
As I said, the router was powered down for a few minutes this morning, so I’m not sure what repeating the exercise will achieve. It certainly has not achieved anything over the last few months.