Forum Discussion

paulmal86's avatar
paulmal86
Joining in
2 months ago

M350 - Intermittent Wi-Fi, outages and more

Hello everyone,

I'm hoping someone can help me as I am at my wits end and seem no closer to finding a solution.

Virgin M350 Broadband in new house from start of January and it's been getting progressively worse.

It started as intermittent drop outs of the wi-fi on all devices and now it's pretty much disconnecting every hour for about five minutes.

I've already had two or three engineer visits. First one changed to a different Hub, which is now Hub 3.

Second engineer arrived and said he thought it was an old corroded cable around the corner from my house. He replaced it and said that this would solve it.

Third time he spoke on the phone and said he was boosting the power to the router as he could see it was experiencing issues. He also said the current Virgin Wi-Fi pod wasn't working as intended so placed an order for another one which hasn't arrived yet.

That was last week and since then nothing has improved, in fact, i'd argue it's worse now than ever.

The Wi-Fi drop-outs happen on all devices (firestick, apple tv, laptop, phones etc).

I've done all the usual: unplugged router for ten minutes, checked all cables to and from the Hub, reset it with a pin etc.

I've also done a few tests on VM Connect and sometimes it says "intermittent signal in your area - check back in 24 hours' and other times it says everything is working great.

I’ve also logged into the online area for the router and I have copied and pasted the upstream and downstream below.

Any advice would be greatly appreciated. Thanks

 

intermittentwifi
  • paulmal86's avatar
    paulmal86
    Joining in
    2 months ago

    Downstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    203000000    4.8    40    256 qam    9
    2    139000000    3.5    38    256 qam    1
    3    147000000    3.4    40    256 qam    2
    4    155000000    3.4    40    256 qam    3
    5    163000000    3.7    40    256 qam    4
    6    171000000    4    40    256 qam    5
    7    179000000    4.4    40    256 qam    6
    8    187000000    4.8    40    256 qam    7
    9    195000000    4.8    40    256 qam    8
    10    211000000    4.5    40    256 qam    10
    11    283000000    4.9    40    256 qam    19
    12    291000000    4.9    40    256 qam    20
    13    299000000    5.5    40    256 qam    21
    14    307000000    5.8    40    256 qam    22
    15    315000000    5.6    40    256 qam    23
    16    323000000    5.6    40    256 qam    24
    17    331000000    6    40    256 qam    25
    18    339000000    6    40    256 qam    26
    19    347000000    5.8    40    256 qam    27
    20    355000000    5.6    40    256 qam    28
    21    363000000    6    40    256 qam    29
    22    371000000    6    40    256 qam    30
    23    379000000    5.9    40    256 qam    31
    24    387000000    5.8    40    256 qam    32

    Downstream bonded channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    40.9    38299    0
    2    Locked    38.9    1009089    5031801
    3    Locked    40.3    10526470    4466719
    4    Locked    40.3    4587147    2684
    5    Locked    40.3    551862    123
    6    Locked    40.9    383712    21
    7    Locked    40.9    236932    1
    8    Locked    40.3    122419    0
    9    Locked    40.3    67277    0
    10    Locked    40.3    23401    0
    11    Locked    40.9    197    0
    12    Locked    40.9    147    0
    13    Locked    40.3    59    0
    14    Locked    40.3    27    0
    15    Locked    40.9    16    0
    16    Locked    40.9    7    0
    17    Locked    40.9    8    0
    18    Locked    40.9    5    0
    19    Locked    40.9    10    0
    20    Locked    40.9    7    0
    21    Locked    40.3    12    0
    22    Locked    40.3    8    0
    23    Locked    40.3    9    0
    24    Locked    40.3    10    0

     


    Upstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    1    49600000    46.3    5120    16 qam    1
    2    36599912    46.5    5120    32 qam    3
    3    30100000    46.5    5120    32 qam    4
    4    43100000    46.5    5120    16 qam    2
    5    23600000    46.5    5120    32 qam    5

    Upstream bonded channels
    Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
    1    ATDMA    0    0    0    0
    2    ATDMA    0    0    0    0
    3    ATDMA    0    0    1    0
    4    ATDMA    0    0    0    0
    5    ATDMA    0    0    0    0

     

    Network Log
    Time    Priority    Description
    17/02/2025 15:58:19    notice    LAN login Success;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:57:58    Warning!    LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:26:0    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:25:59    notice    LAN login Success;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:36    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:31    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:16    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:12    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:21:36    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:21:32    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:46    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:45    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:38    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:37    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:19:27    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:19:21    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:18:57    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:18:6    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 13:51:16    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 12:22:50    critical    No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;

  • paulmal86's avatar
    paulmal86
    Joining in
    2 months ago

    Downstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    203000000    4.8    40    256 qam    9
    2    139000000    3.5    38    256 qam    1
    3    147000000    3.4    40    256 qam    2
    4    155000000    3.4    40    256 qam    3
    5    163000000    3.7    40    256 qam    4
    6    171000000    4    40    256 qam    5
    7    179000000    4.4    40    256 qam    6
    8    187000000    4.8    40    256 qam    7
    9    195000000    4.8    40    256 qam    8
    10    211000000    4.5    40    256 qam    10
    11    283000000    4.9    40    256 qam    19
    12    291000000    4.9    40    256 qam    20
    13    299000000    5.5    40    256 qam    21
    14    307000000    5.8    40    256 qam    22
    15    315000000    5.6    40    256 qam    23
    16    323000000    5.6    40    256 qam    24
    17    331000000    6    40    256 qam    25
    18    339000000    6    40    256 qam    26
    19    347000000    5.8    40    256 qam    27
    20    355000000    5.6    40    256 qam    28
    21    363000000    6    40    256 qam    29
    22    371000000    6    40    256 qam    30
    23    379000000    5.9    40    256 qam    31
    24    387000000    5.8    40    256 qam    32

    Downstream bonded channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    40.9    38299    0
    2    Locked    38.9    1009089    5031801
    3    Locked    40.3    10526470    4466719
    4    Locked    40.3    4587147    2684
    5    Locked    40.3    551862    123
    6    Locked    40.9    383712    21
    7    Locked    40.9    236932    1
    8    Locked    40.3    122419    0
    9    Locked    40.3    67277    0
    10    Locked    40.3    23401    0
    11    Locked    40.9    197    0
    12    Locked    40.9    147    0
    13    Locked    40.3    59    0
    14    Locked    40.3    27    0
    15    Locked    40.9    16    0
    16    Locked    40.9    7    0
    17    Locked    40.9    8    0
    18    Locked    40.9    5    0
    19    Locked    40.9    10    0
    20    Locked    40.9    7    0
    21    Locked    40.3    12    0
    22    Locked    40.3    8    0
    23    Locked    40.3    9    0
    24    Locked    40.3    10    0

  • paulmal86's avatar
    paulmal86
    Joining in
    2 months ago

    Upstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    1    49600000    46.3    5120    16 qam    1
    2    36599912    46.5    5120    32 qam    3
    3    30100000    46.5    5120    32 qam    4
    4    43100000    46.5    5120    16 qam    2
    5    23600000    46.5    5120    32 qam    5

    Upstream bonded channels
    Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
    1    ATDMA    0    0    0    0
    2    ATDMA    0    0    0    0
    3    ATDMA    0    0    1    0
    4    ATDMA    0    0    0    0
    5    ATDMA    0    0    0    0

    Network Log
    Time    Priority    Description
    17/02/2025 15:58:19    notice    LAN login Success;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:57:58    Warning!    LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:26:0    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:25:59    notice    LAN login Success;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:36    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:31    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:16    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:22:12    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:21:36    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:21:32    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:46    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:45    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:38    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:20:37    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:19:27    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:19:21    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:18:57    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 15:18:6    Warning!    Lost MDD Timeout;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 13:51:16    Warning!    RCS Partial Service;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;
    17/02/2025 12:22:50    critical    No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:b5:73:53;CMTS-MAC=00:01:5c:7a:40:c5;CM-QOS=1.1;CM-VER=3.0;

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      Your circuit is very bad !  There should be zero or close to, PostRS errors and your Upstream should all be 64 QAM.  One for a VM tech to sort out.

  • paulmal86's avatar
    paulmal86
    Joining in
    2 months ago

    Hi Adduxi, appreciate the reply. 

    By VM tech, do you mean physically getting one of their engineers out to my house or do you mean me calling VM customer service and speaking to someone from tech?

    Also, as someone who knows zero about broadband apart from whether it works or doesn't work, what is a bad circuit, i.e. is it something in the Hub3 or outside my house and is there anything I can do to be proactive with it to help fix it? Thanks again.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      A bad circuit is just that, bad supply into your Hub. Sort of like a very crackled phone line.  The problem could be anywhere from the Street cabinet to your Hub and everything in between.  All you can do is check the connections are tight, as loose connections can cause noise ingress.  So a technician will be required to investigate and fix.  The other thing is it may be an area fault and if so VM will not send a technician until the fault is resolved. 

      • paulmal86's avatar
        paulmal86
        Joining in
        2 months ago

        Thanks Adduxi, will bear that in mind if I ever manage to get the engineer to arrive again. Absolute nightmare trying to get speaking to someone and arrange it.

  • paulmal86's avatar
    paulmal86
    Joining in
    2 months ago

    Can anyone understand what this information is saying about my connection in layman's terms? https://www.thinkbroadband.com/broadband/monitoring/quality/share/e2fff3322202aaf6b8e7c51d4981305209dffc09-17-02-2025

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 months ago

      Hi paulmal86,

      Thanks for your post and welcome to our community. 

      I'm sorry to hear about the issues you're having with the broadband. 

      I'll send you a private message now so I can look into this for you.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      17 days ago

      Hi paulmal86,

      Thank you for joining me in a private message.
      I'm happy we were able to reach a resolution together 😊
      If you have any further questions or concerns, please pop back to us here on the community forums and we'd be happy to help.
      Take care.