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M500 Broadband very slow. Router shows critical no ranging response errors

We've been Virgin Media customers for a while and upgraded to M500 mid Lockdown 1.0. Initially we were getting well in excess of 500mbps, wirelessly on 5G and wired. 

Now, we are seeing speeds more like 50 - 90mbps (although upload remains good at 40mbps). The internet also regularly drops mid 'zoom' call, and we tend to get ping results from speedtest of around 15ms even on wired (we have seen these fall on wired previously). 

The Hub is operating in Modem Mode, and is connected to a Nightgear R8000P router. 

Logs to follow.

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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Network Log

Time Priority Description

22/11/2020 09:31:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:31:11Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:24:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:24:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 07:31:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 19:43:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 19:43:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 12:20:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 17:10:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 01:09:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 01:09:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 12:08:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 14:23:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 23:19:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 12:56:15noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 12:56:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 15:47:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 22:46:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 22:46:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 00:10:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Upstream bonded channels

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

15369996948512064 qam10
23939998348512064 qam12
34620001248512064 qam11
46029994448512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Downstream bonded channels

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

1402750000-4.240256 qam30
2202750000-3.940256 qam9
3210750000-440256 qam10
4218750000-440256 qam11
5226750000-440256 qam12
6234750000-440256 qam13
7242750000-4.240256 qam14
8250750000-4.240256 qam15
9258750000-4.540256 qam16
10266750000-4.540256 qam17
11274750000-4.740256 qam18
12282750000-4.740256 qam19
13290750000-4.540256 qam20
14298750000-4.440256 qam21
15306750000-4.540256 qam22
16314750000-4.540256 qam23
17322750000-4.440256 qam24
18330750000-4.240256 qam25
19370750000-440256 qam26
20378750000-440256 qam27
21386750000-440256 qam28
22394750000-440256 qam29
23410750000-4.240256 qam31
24418750000-4.540256 qam32



Downstream bonded channels

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

1Locked40.350
2Locked40.350
3Locked40.950
4Locked40.950
5Locked40.350
6Locked40.350
7Locked40.300
8Locked40.900
9Locked40.900
10Locked40.900
11Locked40.900
12Locked40.950
13Locked40.960
14Locked40.360
15Locked40.340
16Locked40.950
17Locked40.300
18Locked40.900
19Locked40.300
20Locked40.360
21Locked40.360
22Locked40.360
23Locked40.300
24Locked40.350
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Re: M500 Broadband very slow. Router shows critical no ranging response errors

ItemStatusCommentsAcquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
53699969
Locked
Provisioning State
Online

 

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Alessandro Volta
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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Thanks Mike. I actually created the BQM immediately after my posts - didn't know it was shareable though!

Here it is:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/240e0d15bfa44b221e15922aae7a6c4217... 

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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Try a reboot of your hub - it's showing as 100% packet loss, which is a known problem with the Hub 3 that it sometimes chooses to reject incoming ping requests for no known reason, but a reboot usually fixes that.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: M500 Broadband very slow. Router shows critical no ranging response errors

Thanks. I’ve done several reboots in the past week, but one more can’t hurt! 

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Re: M500 Broadband very slow. Router shows critical no ranging response errors

andruser, I've rebooted the Hub, and it still seems to have a 100% packet loss on the BQM. Are there any issues with the BQM when the Hub is in Modem mode?

For general interest - my speed logs from Oookla over the past few months, showing the big increase when I upgraded to M500, and the consistently slower speeds for a while now. A speed test just now saw 21.82Mbps. 

Screenshot 2020-11-22 at 10.49.59.png

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