Forum Discussion

Wimpslayer's avatar
Wimpslayer
Joining in
2 years ago

No internet on MacBook

Hi, we moved over to virgin fibre three weeks ago and the wifi has been shockingly bad. I’ve been calling them and their customer service is awful (whole different story) but my MacBook has suddenly stopped working on the internet at all. Whether I use Ethernet cable or wifi. I can connect to my router admin page fine so the connection is there but something is stopping webpages loading. I’ve tried restarting MacBook, updating OS, restarting router, updating router firmware, removing the network profiles and readding, renewing the dhcp lease. Any ideas? Thanks in advance.

  • Wimpslayer's avatar
    Wimpslayer
    Joining in
    2 years ago

    Most of the time, yes. Sometimes it drops out but it’s definitely working more on phones than it is on MacBook. 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    Can you post some stats.
    For a hub 3/5: go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status".
    For a hub 4: go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), log in, click on the link "Check Router Status".
    Copy and paste the Downstream, Upstream and Network Logs as text (not images). Mask any public IP address.

    • Wimpslayer's avatar
      Wimpslayer
      Joining in
      2 years ago

      Thank you. See below

      Network Log

      Time Priority Description

      22/12/2023 23:26:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      22/12/2023 22:11:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      21/12/2023 09:47:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      21/12/2023 09:47:8Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      21/12/2023 08:11:0noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      20/12/2023 13:44:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      19/12/2023 16:15:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      19/12/2023 16:15:41noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      17/12/2023 21:12:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      17/12/2023 00:04:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      16/12/2023 23:12:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      16/12/2023 23:12:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      15/12/2023 03:21:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      13/12/2023 11:43:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      13/12/2023 11:12:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      13/12/2023 11:12:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/12/2023 19:01:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    • Wimpslayer's avatar
      Wimpslayer
      Joining in
      2 years ago

      Downstream bonded channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

      1219000000-1.538256 qam11
      2139000000-1.438256 qam1
      3147000000-1.538256 qam2
      4155000000-1.538256 qam3
      5163000000-1.538256 qam4
      6171000000-1.438256 qam5
      7179000000-1.538256 qam6
      8187000000-1.538256 qam7
      9195000000-1.538256 qam8
      10203000000-1.738256 qam9
      11211000000-1.538256 qam10
      12227000000-1.538256 qam12
      13235000000-1.438256 qam13
      14243000000-1.438256 qam14
      15251000000-1.238256 qam15
      16259000000-1.438256 qam16
      17267000000-1.238256 qam17
      18275000000-1.238256 qam18
      19283000000-1.240256 qam19
      20291000000-1.238256 qam20
      21299000000-138256 qam21
      22307000000-138256 qam22
      23315000000-138256 qam23
      24323000000-138256 qam24



      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

      1Locked38.6160
      2Locked38.9160
      3Locked38.9100
      4Locked38.6130
      5Locked38.9120
      6Locked38.6160
      7Locked38.6100
      8Locked38.6120
      9Locked38.6160
      10Locked38.690
      11Locked38.6110
      12Locked38.9130
      13Locked38.9150
      14Locked38.970
      15Locked38.9180
      16Locked38.9170
      17Locked38.9170
      18Locked38.6120
      19Locked40.3100
      20Locked38.9120
      21Locked38.9120
      22Locked38.9120
      23Locked38.9100
      24Locked38.9180
  • MasterOfArts1's avatar
    MasterOfArts1
    On our wavelength
    2 years ago

    Are you running your own router that might have MAC filtering?

    Might even be worth while doing DHCP reservations as well as looking at your WiFi encryption as some devices are not that great with WPA3 etc

    • Wimpslayer's avatar
      Wimpslayer
      Joining in
      2 years ago

      Not using my own router, no. but I do have my old one still so could try it…

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    Although the stats are good the log shows a communications issue between the modem and CMTS. Power off your hub, check that all connections are tight and power back on. If there's still a problem call VM to get a tech round.