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Fjr1993's avatar
Fjr1993
Joining in
2 years ago

Connected no internet.

New to Virgin Broadband. First 3 weeks were perfect, however nothing but issues now. We have a Hub 5. First of all my laptop refuses to work, I get a connected no internet message. Mine and all the other phones in the house constantly lose connection. Essentially saying our network does not appear to be connected to the internet. Here is the weird part, since we got Virgin we have had an extender upstairs. Speed is a lot slower, but if we are connected to that we face none of the above issues. Even weirder thing is if we create a guest network the internet works flawlessly too on ALL devices. I’ve already factory reset the hub once and the issues instantly happened again. Any ideas? Not even a month into the contract with Virgin and to be honest this isn’t great.

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on ethernet to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

    Then can you do this...

    _______________

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

     

    • Fjr1993's avatar
      Fjr1993
      Joining in
      2 years ago

      Ethernet cable has issues too. We are solely relying on the guest connection right now which obviously is not ideal. Having to sign into the router via my phone. Just for complete transparency I’m doing all this for my stepdad, I’m currently living with him and I would say he’s pretty technologically illiterate and relys on me to fix things.

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000006.742QAM 25625
      21390000006.241QAM 2561
      31470000006.340QAM 2562
      41550000005.940QAM 2563
      51630000005.340QAM 2564
      61710000005.941QAM 2565
      7179000000641QAM 2566
      81870000006.141QAM 2567
      91950000006.341QAM 2568
      102030000006.341QAM 2569
      112110000006.341QAM 25610
      122190000006.241QAM 25611
      132270000006.141QAM 25612
      14235000000641QAM 25613
      15243000000641QAM 25614
      162510000005.841QAM 25615
      172590000005.741QAM 25616
      182670000005.741QAM 25617
      192750000005.741QAM 25618
      202830000005.741QAM 25619
      21291000000641QAM 25620
      222990000006.341QAM 25621
      233070000006.642QAM 25622
      243150000006.742QAM 25623
      253230000006.742QAM 25624
      26339000000741QAM 25626
      273470000007.142QAM 25627
      283550000006.942QAM 25628
      293630000007.242QAM 25629
      303710000007.242QAM 25630
      313790000007.242QAM 25631

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked42390
      2Locked412410
      3Locked402082
      4Locked402430
      5Locked404580
      6Locked413860
      7Locked412820
      8Locked413230
      9Locked412627
      10Locked411700
      11Locked411070
      12Locked41780
      13Locked41660
      14Locked41600
      15Locked41500
      16Locked41430
      17Locked41300
      18Locked41390
      19Locked41510
      20Locked41470
      21Locked41300
      22Locked41320
      23Locked42330
      24Locked42330
      25Locked42460
      26Locked41410
      27Locked42280
      28Locked42240
      29Locked42270
      30Locked42330
      31Locked42400

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000043.85120QAM 649
      14310000043.35120QAM 6410
      236600000435120QAM 6411
      33010000042.55120QAM 6412
      42360000042.35120QAM 6413

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000
       



       

    • Fjr1993's avatar
      Fjr1993
      Joining in
      2 years ago
      Time Priority Description
      19-01-2024 16:15:02noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-01-2024 16:15:02warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-01-2024 15:10:31noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-01-2024 15:10:31warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-01-2024 08:30:37criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-01-2024 08:30:37critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-01-2024 08:26:37criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-01-2024 18:04:35errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-01-2024 07:48:56warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-01-2024 07:48:56noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-01-2024 06:46:04noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-01-2024 06:46:04warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      14-01-2024 06:04:30errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:06:00noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:06:00warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:56noticeREGISTRATION COMPLETE - Waiting for Operational status
      10-01-2024 18:05:50warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:50warningDynamic Range Window violation
      10-01-2024 18:05:50warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:50warningDynamic Range Window violation
      10-01-2024 18:05:50warningDynamic Range Window violation
      10-01-2024 18:05:50warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:50warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:45noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:37warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:05:35noticeHonoring MDD; IP provisioning mode = IPv4
      10-01-2024 18:05:20criticalCable Modem Reboot because of - Reboot Timezone Change
      10-01-2024 18:05:20criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:03:05criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 18:03:04criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      10-01-2024 17:59:53criticalCable Modem Reboot because of - pin-reset
      10-01-2024 17:59:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
       
      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        Hey Fjr1993,

        Welcome to the Community Forums and thanks for the post.

        We have had a look into the systems and do not see any errors with your systems, can you confirm when the services drop out, what are you usually doing within the household for this to happen?

        Joe