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Ablivion
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Message 1 of 12
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Wifi dropouts and high ping latency to router

Hello, 

Been with Virgin for just over a month and have noticed that i lose connection to the internet mostly evenings ( i work during the day so don't tend to use it then) when i lose internet i actually lose connection to my router, when i ping the router i get very high latency up to 2000ms response times! or i get "request timed out" I get this on all devices connected to WiFi, i have the latest Virgin super-hub 3.0 and Vivid200 broadband. 

I have already spoken to support over the phone however i just get told to restart the router or reset it it works temporarily but then goes back to dropping out.

I had sky before hand and never had a single issue with broadband.....

Any suggestions or even better a resolution would be great.

*** EDIT*** i have just noticed every time i stream a video on Amazon prime i lose connection, stop streaming and connection comes back done this a few times now.... this is extremely annoying.

As a note i have a ping running on my laptop and streaming from my PC so the issue is not my PC my phone also loses internet and then comes back when stop streaming.

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kerrigan1990
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Message 2 of 12
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Re: Wifi dropouts and high ping latency to router

i have the superhub 2 and been with them for years but sounds like you have the same issue as i have had for the past 2 month and have posted several times and get no where, hope fully you will get something fixed.

 

Note mine does it every day with out fail only way to fix is turn off and on, 

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Ablivion
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Message 3 of 12
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Re: Wifi dropouts and high ping latency to router

Do you lose just internet or do you lose connection to your router?

I have a NAS and when I lose connection I cannot access this either it's like my hub has been turned off.
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kerrigan1990
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Message 4 of 12
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Re: Wifi dropouts and high ping latency to router

I lose connection to the router alltogether, i have powerlines attached to mine aswell and even they lose all connection
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Ablivion
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Message 5 of 12
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Re: Wifi dropouts and high ping latency to router

Well, thought I would test tonight did not stream anything and still lost connection all together definitely think something is up with the hub, strange how it is happening to different models though?
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kerrigan1990
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Message 6 of 12
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Re: Wifi dropouts and high ping latency to router

It is and from all the other threads seems a common issue and the problem is it apparently nothing to do with routers so hopefully the actually fix these issues if not im going to change provider only with them for the speed and not getting these speeds at all little own a connection, good luck to you
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Forum Team
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Message 7 of 12
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Re: Wifi dropouts and high ping latency to router

Hi Ablivion,

Welcome to the community and thanks for posting.

I'm sorry to read you are having an issue with your broadband connection.

I've checked your connection, the line and hub have come back as fine. There have been no time-outs reported within 20 days of the router being online and no faults reported.

Do you notice this on both wired and wireless devices? 

Are you able to post the network log from the router settings please for us to check over? To do this type in 192.168.0.1 in the address bar, no need to sign in, on the top right you will see router status. Within here you will have network log. You can copy and paste this information, that would be great.

Hope to hear from you soon

Sam

 


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Ablivion
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Message 8 of 12
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Re: Wifi dropouts and high ping latency to router

Hello Samantha,

Thanks for replying, I don't believe it is the connection from outside, it believe it is the hub itself.

I have cables my machine and unfortunately still get the same issue, I was downloading a large file (driver for my graphics card) and it cut out and stopped downloading.
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Ablivion
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Message 9 of 12
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Re: Wifi dropouts and high ping latency to router

Here is the network log:

 

2017-03-13 06:37:01.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-13 10:47:47.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-13 17:47:43.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-13 17:47:43.0068010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-17 01:04:44.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-17 05:14:28.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-17 08:39:23.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-17 08:39:23.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-17 08:39:28.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-17 08:40:00.0082000400Received 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;2017-03-21 23:28:51.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-22 02:15:52.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-23 03:11:52.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-23 05:19:01.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-23 09:10:57.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-23 09:10:57.0068010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-26 11:14:23.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-27 07:26:17.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-27 07:26:17.0068010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;2017-03-27 23:36:06.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 10 of 12
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Re: Wifi dropouts and high ping latency to router

Thanks for coming back to us with this information Ablivion,

Really sorry about the connection fault experienced.

I've had a look at everything from this end and I've not been able to detect any fault either via the equipment levels or network segment at the moment.

How has the performance been for you since posting?

Hope to hear back from you soon,

Nat_J


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