Over the last week, I have been having major issues on maintaining a stable connection to the net, I have multiple devices connected via Wi-Fi and they drop many times during the day, even devices which are located and used right next to my Hub 4.I am also noticing connection drops on devices which are connected via Ethernet, from both being directly connected to the hub 4, and also via a Gigabit switchesWe had a major service outage around a month ago, where it was down for 2 days, came back up, then when down again for a day, and was finally stable, but since then I have noticed more drops over Wi-Fi and now across ethernet connectionsI have run checks on the connection, via the hub 4 interface, which says everything is working, but I have had 5 disconnections from Wi-Fi this morning and 3 from a PC directly connected to the Hub by ethernet. I have taken these devices to another location and they connect and work fine, so there seems to be an issue with my connectionI have tried to use the support/help via the My Virgin media, but the online element doesn't work, and the phone queue, I am in a long line, any ideas on how I can get this resolved, as I am paying a fortune for a service, which is not consistently working everyday now. Is the Hub on its way out?

can you do this..._______________Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there. In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. 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 postsAlso, 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 OKhttps://www.thinkbroadband.com/broadband/monitoring/quality

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID9 203000000 5.300003 40.366287 QAM256 91 139000000 6.500000 40.366287 QAM256 12 147000000 6.400002 40.366287 QAM256 23 155000000 6.199997 40.366287 QAM256 34 163000000 5.699997 40.366287 QAM256 45 171000000 5.300003 40.366287 QAM256 56 179000000 5.300003 40.366287 QAM256 67 187000000 5.500000 40.366287 QAM256 78 195000000 5.300003 40.366287 QAM256 810 211000000 5.300003 40.366287 QAM256 1011 219000000 5.099998 40.366287 QAM256 1112 227000000 4.599998 38.983261 QAM256 1213 235000000 4.300003 38.605377 QAM256 1314 243000000 5.099998 38.983261 QAM256 1416 259000000 5.300003 38.983261 QAM256 1617 267000000 5.400002 38.983261 QAM256 1721 299000000 4.699997 40.366287 QAM256 2124 323000000 3.900002 38.983261 QAM256 2425 331000000 4.000000 38.983261 QAM256 2528 355000000 4.099998 38.983261 QAM256 2829 363000000 4.000000 38.605377 QAM256 2930 371000000 3.799999 38.983261 QAM256 3031 379000000 3.700001 38.983261 QAM256 3132 387000000 3.799999 38.983261 QAM256 3233 395000000 4.099998 38.983261 QAM256 3334 403000000 4.199997 38.983261 QAM256 3435 411000000 4.000000 38.983261 QAM256 3536 419000000 4.199997 38.605377 QAM256 3637 523000000 4.400002 38.983261 QAM256 3738 531000000 4.400002 38.983261 QAM256 3839 539000000 4.199997 38.983261 QAM256 3940 547000000 4.099998 38.983261 QAM256 403.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors9 Locked 40.366287 0 01 Locked 40.366287 0 02 Locked 40.366287 0 03 Locked 40.366287 0 04 Locked 40.366287 0 05 Locked 40.366287 0 06 Locked 40.366287 0 07 Locked 40.366287 0 08 Locked 40.366287 0 010 Locked 40.366287 0 011 Locked 40.366287 0 012 Locked 38.983261 0 013 Locked 38.605377 0 014 Locked 38.983261 0 016 Locked 38.983261 0 017 Locked 38.983261 0 021 Locked 40.366287 0 024 Locked 38.983261 0 025 Locked 38.983261 0 028 Locked 38.983261 0 029 Locked 38.605377 0 030 Locked 38.983261 0 031 Locked 38.983261 0 032 Locked 38.983261 0 033 Locked 38.983261 0 034 Locked 38.983261 0 035 Locked 38.983261 0 036 Locked 38.605377 0 037 Locked 38.983261 0 038 Locked 38.983261 0 039 Locked 38.983261 0 040 Locked 38.983261 0 03.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)159 96 4K 1840 QAM4096 4243.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)159 Locked 42 5.8 3042695816 103

3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID1 49600000 43.020599 5120 KSym/sec 64QAM 12 23600000 40.520599 5120 KSym/sec 64QAM 53 30100000 41.020599 5120 KSym/sec 64QAM 44 36600000 42.020599 5120 KSym/sec 64QAM 35 43100000 42.520599 5120 KSym/sec 64QAM 23.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1 US_TYPE_ATDMA 0 0 0 02 US_TYPE_ATDMA 0 0 0 03 US_TYPE_ATDMA 0 0 0 04 US_TYPE_ATDMA 0 0 0 05 US_TYPE_ATDMA 0 0 0 03.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation6 10.0 45.5 2K QAM1283.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts6 OFDMA 200 53.9 0 0

Network LogTime Priority DescriptionThu Nov6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Nov4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Nov3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Nov6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Nov6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Nov3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Nov6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Nov5 DBC-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;Tue Nov6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Nov5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jan3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Nov6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Nov3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Nov6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Nov4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Nov3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Nov6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Nov5 DBC-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;Fri Nov6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Nov5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Oct31 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Oct31 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Oct31 5 DBC-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;Thu Oct31 6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Oct31 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jan3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Oct31 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Oct30 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Oct30 5 DBC-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;Wed Oct30 3 Received 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;Tue Oct29 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Oct29 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Oct29 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Oct29 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Oct27 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun Oct27 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 5 DBC-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;Sat Oct26 6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 5 DBC-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;Sat Oct26 6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Oct26 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct25 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct25 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct25 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct25 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Oct24 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thanks John, hopefully someone can read those and let me know if there is an issue, as its really frustrating having multiple intermittent connection issues, when WFH and presenting

Service drops multiple times a day across Wi-Fi and ethernet connections

26 Replies

PhilC
Dialled in
8 months ago
Problem still persists, tried 3 different PCs directly connected to the router, as well as 2 laptops, all via Cat5e cables, and they all experience drops, but back up in seconds, so its not the devices.
I have tried numerous different cables, but the same with each new cable, drops, then back up again, so I'm assuming there may ne a problem with the actual ethernet ports on the back of the hub 4 itself.
With connection showing as stable and OK from the reports, but multiple direct connected devices dropping, wonder if the Hub 4 may be on its way out, as direct ethernet connection, with multiple wires & devices should not be experiencing multiple drops per hour
Anyone know how I go about requesting a replacement?
- Sabrina_B
  Forum Team
  8 months ago
  Hi PhilC 👋.
  
  Thanks for reaching out to us as well as the updates you have been providing on your service status. Could you please provide us with a couple of screenshots from each ethernet port of speed tests using a laptop so we can see how everything is there, feel free to use any speed test service you wish. Sam knows and Speedtest.NET are the most commonly used and do provide more detailed results.
  
  Pop them on here and we can take a look.
  
  Sabrina
  - PhilC
    Dialled in
    8 months ago
    I will have a look at the weekend, but there isn't an issue with the service speed, that's fine, its the fact it keeps dropping for a couple of seconds, which lead to connection drops, with no reason, across multiple devices, which is why I think its the hub 4, as everything works fine, until it doesn't, with the only difference for each device being the ports on the back
PhilC
Dialled in
8 months ago
Still waiting on an answer, was meant to receive a new hub on Friday, but it appears Yodel have lost it, as they have not delivered it, the status update says its been out for delivery since Friday. I know Yodel are garbage, but 4 days and no updates, with even their webchat saying they don't know where it is. My ethernet connected devices drop multiple times a day, but WiFi stay connected and still work, which is why I believe that the issue is the Hub and the ports on the back. The merry go round of calling VM is not worth it, I just want a stable connection, so I can use the service I pay for
PhilC
Dialled in
8 months ago

Forum Discussion

Service drops multiple times a day across Wi-Fi and ethernet connections

26 Replies

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