on 20-03-2020 21:03
Started 2 days ago - I'm assuming this is Covid 19 related? If it is PLEASE confirm Virgin.
380Meg fibre, all networked - pc direct to Hub 3.
All of a sudden: massive lag spikes, interruption, packet loss.
I have tried Modem mode. Tried to reset router.
Software version | : 9.1.1811.401 |
Log below:
20/03/2020 20:32:56 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/03/2020 20:32:3 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/03/2020 19:53:3 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/03/2020 04:16:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/03/2020 02:44:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/03/2020 23:24:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/03/2020 22:15:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/03/2020 20:50:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/03/2020 18:58:29 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/03/2020 18:58:14 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 12:32:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 11:42:44 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 11:42:44 | Error | DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 10:53:4 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 10:24:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 10:03:26 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 09:52:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 09:09:24 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 08:24:10 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2020 05:48:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
PING google.com (216.58.210.238): 64 data bytes
72 bytes from 216.58.210.238: seq=0 ttl=55 time=20.000 ms
72 bytes from 216.58.210.238: seq=1 ttl=55 time=10.000 ms
72 bytes from 216.58.210.238: seq=2 ttl=55 time=4500.000 ms
--- google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 10.000/1510.000/4500.000 ms
on 13-04-2020 17:02
on 14-04-2020 08:32
Morning RoyGaile,
Thanks for posting those,
Had a look at things today and our automated systems has identified a fault in your area, which may be causing connectivity and performance issues. Our support teams have been notified of the issue and will investigate further.
I've raised a trouble call on your account so we're aware you're affected by this.
Alex_Rm
on 14-04-2020 09:18
Having the same issue in UB78ES postocde area. Wi-fi repeatedly drops out from Hub3.0. Particularly the case during evening peak around 1930 onwards. Can someone look into the network in this area? Have already tried reset and also a hard pin reset. Problem started late March when networks became busier due lockdown.
on 14-04-2020 09:37
Hi Jazz380,
Thanks for posting and sorry to hear you're having some issues with the WiFi,
Your hub looks to be within the specifications we would expect, and there are no area issues. However it is showing as having some WiFi coverage issues around the home.
WiFi has it’s limits. If you have a large number of WiFi connected devices, use WiFi a long way from your Hub 3 or use devices for WiFi intensive activities (HD streaming/gaming) it can overload your WiFi network.
By connecting devices to your Hub via an Ethernet cable or using devices closer to your Hub 3, it can improve the experience not only on those devices, but other WiFi connected devices in your home.
We would also recommend downloading our Connect App to check each room for WiFi blackspots 🙂
Alex_Rm
on 14-04-2020 09:44
Hi Alex,
can you please assist with my latency issues? My latency too is all over the place in the evening. I can not identity any issue on my end to cause this.
on 14-04-2020 09:58
Hi Mrfuzzywig,
Thanks for posting,
Sorry to hear you're experiencing some issues with the broadband too. There are no area issues or problems showing with your hub, however some devices are showing as having WiFi coverage issues.
Are you able to switch any devices to an Ethernet connection?
Alex_Rm
on 14-04-2020 10:04
Thanks for getting back to me. I’m not home at the moment and did do tests on an Ethernet connection and had the same results in the evening. How can all devices be showing the same peak in latency at the same times wired or wireless?
on 14-04-2020 10:11
Thanks for getting back to me Mrfuzzywig,
Can you perform a loopback test to confirm all ports are functioning. Plug both ends of an ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected?
Alex_Rm
on 14-04-2020 10:13
When did your issues start Mrfuzzywig? Seems to be a lot of chatter about this being related to much greater loads on domestic networks since lockdown. That would be entirely understandable but would be nice to get some acknowledgement of the fact from Virgin.
on 14-04-2020 10:22
Hi Alex,
My partner just did this both lights went green on the ports but she then lost wifi connection on all other devices. Is this correct?