Forum Discussion

Wilkesy's avatar
Wilkesy
Joining in
2 years ago

Laptop no longer picking internet up from hub, but booster is fine.

Hi I have been with virgin for a few months now and its been okay, but started off poor with a hub 4 if I rightly remember but only certain devices connect to that specific hub. So I changed the hub to a 5 with it been so poor and everything was fine with the HUB 5 up until last night. My asus tuf laptop seems to be connecting to the internet even though it connects to the router, states secured no internet even though everything else such as Virgin TV, iphones, partners devices are all fine.

Another strange thing is we have a wifi booster which is working fine whilst im typing this message on my laptop, but the hubs internet wont work with my laptop even though its the exact same internet. Not sure if its to do with firmware because my laptop did work with the hub 5 for 4 months and now its randomly not working.

 

here is my network log if this can be diagnosed:

 

Network Log

Time Priority Description
01-12-2023 20:12:20warningDBC-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;
01-12-2023 20:12:20noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 20:12:16noticeREGISTRATION COMPLETE - Waiting for Operational status
01-12-2023 20:12:10warningRNG-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;
01-12-2023 20:12:10warningREG-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;
01-12-2023 20:12:10warningDynamic Range Window violation
01-12-2023 20:12:10warningRNG-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;
01-12-2023 20:12:10warningDynamic Range Window violation
01-12-2023 20:12:10warningDynamic Range Window violation
01-12-2023 20:12:10warningRNG-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;
01-12-2023 20:12:04noticeDS 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;
01-12-2023 20:11:57warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 20:11:55noticeHonoring MDD; IP provisioning mode = IPv4
01-12-2023 20:11:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 20:11:39criticalCable Modem Reboot because of - HW or Power-On Reset
27-11-2023 01:10:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-11-2023 01:10:39criticalCable Modem Reboot because of - unknown
27-11-2023 01:10:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2023 20:41:12criticalReceived 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;
10-11-2023 20:37:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 03:54:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 03:54:10criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 03:54:10critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 03:53:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:17:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:16:52criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:16:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:16:22criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:16:02criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:03:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 01:03:21criticalReceived 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;
03-11-2023 01:03:02criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem StatusOnlineDOCSIS 3.0
Primary downstream channelLockedSC-QAM
DOCSIS 3.0 channels315
DOCSIS 3.1 channels11
  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Connecting to the VM Hub Wi-Fi but not getting internet access can be a sign of access being blocked by Wi-Fi Pausing.

    Also check the laptop has a valid IP in the range range 192.168.0.xxx and has a  Gateway of 192.168.0.1

    • Wilkesy's avatar
      Wilkesy
      Joining in
      2 years ago

      Looks like both mine and my partners laptops are doing the same, both connect to the hub but state no internet yet Amazon stick, iPhones etc… are fine 

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        2 years ago

        Hello Wilkesy.

        Sorry to hear about the 2 laptops not connecting to the WiFi.

        If your other devices are fine, then it can be narrowed down to the laptops.

        With this being a 3rd party device it might be best t take a look at the help here 

        Gareth_L