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paulmarie
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Message 1 of 12
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Network & Wifi Issues

Hi hoping you can help, have been having problems with network dropping . It had been working fine but last few months started getting issues.

All devices will show that there is a good wifi connection but I often get signal hanging or the server cannot be reached screen, even though the devices show I am connected. All devices have exactly the same problem and its becoming increasingly frustrating when browsing the internet or when checking emails. It happens any time of day no matter how many devices are used, even my main computer which is wired suffers the drop outs

All devices (iphones & andriod phones) have the latest software updates and I regularly switch off the wifi router and reboot it.

Having read some threads on here it seems like there is an issue with my Virgin Media signal and it seems that a router upgrade may (or may not) resolve this issue.

Phoned tech support about a week ago & spent over hour trying to resolve problems as at that point we couldnt get connected at all on the 2.4ghz. 5ghz works fine. Managed to finally get connected that day but finding drop outs once again are getting worse. Think it is a router problem but dont have the time to spend another hour plus on phone! thanks in advance

Upstream

Upstream   US-1 US-2 US-3 US-4

Channel Type2.02.0N/AN/A
Channel ID8281N/AN/A
Frequency (Hz)3580000045800000N/AN/A
Ranging StatusSuccessSuccessOtherOther
Modulation16QAM16QAMN/AN/A
Symbol Rate (Sym/sec)51200005120000N/AN/A
Mini-Slot Size44N/AN/A
Power Level (dBmV)48.7548.25N/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts7300
T4 Timeouts0000

 

Network log

07/02/2017 20:19:48 GMT07/02/2017 20:19:48 GMTWarning (5)66050310Auth Success - Web login successful.
07/02/2017 17:27:10 GMT07/02/2017 17:27:10 GMTError (4)68000411TOD error 4990 msec
07/02/2017 08:33:14 GMT07/02/2017 08:33:14 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/02/2017 22:16:46 GMT06/02/2017 22:16:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/02/2017 05:35:56 GMT06/02/2017 05:35:56 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
06/02/2017 05:35:01 GMT06/02/2017 05:35:01 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 05:34:09 GMT06/02/2017 05:34:09 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 05:32:25 GMT06/02/2017 05:32:25 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 05:28:55 GMT06/02/2017 05:28:55 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 05:21:58 GMT06/02/2017 05:21:58 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 05:08:04 GMT06/02/2017 05:08:04 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 04:40:17 GMT06/02/2017 04:40:17 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 03:44:40 GMT06/02/2017 03:44:40 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
06/02/2017 01:53:27 GMT06/02/2017 01:53:27 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
05/02/2017 22:11:00 GMT05/02/2017 22:11:00 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
05/02/2017 14:46:02 GMT05/02/2017 14:46:02 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
05/02/2017 01:48:12 GMT05/02/2017 01:48:12 GMTCritical (3)82000200No Ranging Response received - T3 time-out
04/02/2017 23:56:13 GMT04/02/2017 23:56:13 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/02/2017 20:24:50 GMT04/02/2017 20:24:50 GMTCritical (3)82000200No Ranging Response received - T3 time-out
02/02/2017 10:42:39 GMT02/02/2017 10:42:39 GMTCritical (3)82000200

No Ranging Response received - T3 time-out

 

 

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stevedh2
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Message 2 of 12
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Re: Network & Wifi Issues

grab a wifi scanner app for your phone and have a look at the 2.4 ghz band to see how crowded it is.

also do you have any baby monitors or other stuff that could be causing interference ?

 

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paulmarie
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Message 3 of 12
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Re: Network & Wifi Issues

Thanks for reply & no baby monitors, plus we have changed channel on super hub to avoid congestion plus it happens on main computer which is on ethernet cable connection to hub

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paulmarie
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Message 4 of 12
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Re: Network & Wifi Issues

Just thought I'd post downstream too, was told power level should be between -3 & +8, mine is sitting below this & my post RS errors keep rising, number is since contacted VM & after factory resit roughly a week ago

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)507000000515000000523000000531000000539000000547000000555000000563000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1314151617181920
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-3.87-3.63-3.71-3.31-3.50-3.78-3.84-4.12
RxMER (dB)35.0835.2535.2535.4235.4235.2535.2535.08
Pre RS Errors268060618915082021150153947015582561956901413565511890656
Post RS Errors839111342731448263650301428581917
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Superuser
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Message 5 of 12
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Re: Network & Wifi Issues

Power levels are actually okay- at those levels, given the SNR, should work fine.

Next time you reboot your HUB, screencap the DOWNSTREAM power levels screen and post, then again before you Reboot next time. Your post RS errors look high, which in itself is not an issue but if they are rising quickly over time could be indicative of a WAN side issue.

Also set up a BQM

HERE

Run it for say 24 hrs, and post the result.

Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

BQM.jpg

 

 


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paulmarie
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Message 6 of 12
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Re: Network & Wifi Issues

these are the levels now, that's in a few days its gone up, to be honest not sure what you mean about the rest, was waiting for someone from virgin to answer, everyone else that has had same problem with their internet dropping has had engineer call & mostly hub replacements. I dont have time right know to spend hours on the phone which happened last time I called Smiley Sad

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)507000000515000000523000000531000000539000000547000000555000000563000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1314151617181920
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-4.29-4.13-4.25-3.93-4.00-4.32-4.38-4.69
RxMER (dB)34.7735.2534.9335.2535.2535.2535.0834.93
Pre RS Errors372799927099142971861227509622246602713960490204412766071
Post RS Errors981413429900355634256349434022200
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Superuser
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Message 7 of 12
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Re: Network & Wifi Issues

This is a community forum. In the first instances you will get responses from people like me that have experience with the issues that can arise on DOCSIS connections (which VM is). We then escalate to staff if its something that needs more advanced troubleshooting- which yours is.

Your post RS levels are rising , Ill flag for staff to run some diagnostics.

If you need an engineer it will can be arranged through here for you.

Set up the BQM as well. If there are WAN side noise issues (which I suspect is the case) it will show on that.


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paulmarie
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Message 8 of 12
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Re: Network & Wifi Issues

thanks

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paulmarie
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Message 9 of 12
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Re: Network & Wifi Issues

Think tried to set BQM up before but it says it can only monitor static IP arent virgin dynamic IPs? 

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Moderator
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Message 10 of 12
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Re: Network & Wifi Issues

Hi Paulmarie,

 

Sorry to hear you're having connectivity issues. I've just checked your connection and can see no problems from here, there are no area faults open, your power levels, SNR and area contention all look healthy. The RS errors rising is certainly a cause for concern however and think it best we get a technician out to check everything over.

I've just sent you a private message to arrange the best time for this. To check your private message just click the envelope at the top of the page.


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