Menu
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
167 Views
Message 1 of 8
Flag for a moderator

5GHz Wifi keeps dropping connection

Hi,

I'm having a lot of issues with my 5GHz network regularly dropping out on all devices recently which has become even more of a nuisance since both me and my partner have been working from home a lot recently. 2.4Ghz network remains rock solid however.

We have a superhub 3 ac and I can see various errors (critical and otherwise) in the Network Log. I will post the latest log shortly.

The only way for us to get back on the preferred 5Ghz network is to reboot the router which is less than ideal as this is being done daily at the moment.

Does anyone have any advice/tips for resolving this before I put in a call for an engineer? I have run various diagnostic tests with almost all report that there is no issue.

Thanks.

0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
153 Views
Message 2 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

Network Log.png

0 Kudos
Reply
Highlighted
  • 20.96K
  • 1.14K
  • 2.7K
Alessandro Volta
130 Views
Message 3 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

5Ghz has a shorter range the the 2.4Ghz band.

Have you also disabled the "smart" wifi and chosen a less congested channel yourself rather than leaving it to Auto?

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
124 Views
Message 4 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

Hi Gary,

Thanks for the reply.

Yes, I know of the limitations of 5GHz vs 2.4Ghz. Typically the devices in use are in the same room as the router so distance from the router shouldn't be the issue. Jumping onto the 2.4GHz spectrum gets us back online whilst waiting for the 5Ghz to allow us to reconnect, but at reduced speeds obviously and the inconvenience of having to switch over.

Yes, I disabled "smart" wifi almost as soon as it was rolled out as it turned our rock solid wifi connection into a complete mess. Auto channel selection was also disabled. The main problems seem to coincide with the No Ranging Response received - T3 time-out errors, but I couldn't say for sure that it's a root cause.

 

0 Kudos
Reply
Highlighted
  • 20.96K
  • 1.14K
  • 2.7K
Alessandro Volta
111 Views
Message 5 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

Post back (as text) the network, upstream and downstream logs

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
99 Views
Message 6 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

Network Log

Time      Priority Description

13/07/2020 10:59:6          notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/07/2020 16:39:18        critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/07/2020 16:22:32        notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/07/2020 19:40:43        critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 21:36:32        notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 07:11:2          critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 01:03:53        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 01:03:44        critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 01:03:44        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:56:44        critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:51:58        critical   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=3.0;

09/07/2020 00:49:50        Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:49:45        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:49:45        critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:49:45        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:49:45        critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/07/2020 00:49:45        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/07/2020 17:47:6          critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/07/2020 17:58:23        notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/07/2020 16:13:59        critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

Channel               Frequency (Hz) Power (dBmV)  Symbol Rate (ksps)         Modulation        Channel ID

1              53700000             4.275     5120       64 qam 2

2              60300000             4.3          5120       64 qam 1

3              39400000             4.25        5120       64 qam 4

4              46200000             4.25        5120       64 qam 3

 

 

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              0              0

4              ATDMA 0              0              0              0

Downstream bonded channels

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

1              299000000           7.6          40           256 qam               21

2              203000000           7.1          40           256 qam               9

3              211000000           6.9          40           256 qam               10

4              219000000           6.8          40           256 qam               11

5              227000000           6.6          40           256 qam               12

6              235000000           6.5          40           256 qam               13

7              243000000           6.4          40           256 qam               14

8              251000000           6.3          40           256 qam               15

9              259000000           7              40           256 qam               16

10           267000000           7.6          40           256 qam               17

11           275000000           7.3          40           256 qam               18

12           283000000           7.4          40           256 qam               19

13           291000000           7.8          40           256 qam               20

14           307000000           7.8          40           256 qam               22

15           315000000           7.9          40           256 qam               23

16           323000000           7.6          40           256 qam               24

17           331000000           8.3          40           256 qam               25

18           339000000           7.9          40           256 qam               26

19           347000000           7.8          40           256 qam               27

20           355000000           7.5          40           256 qam               28

21           363000000           6.5          40           256 qam               29

22           371000000           6.6          40           256 qam               30

23           379000000           6.9          40           256 qam               31

24           387000000           6.9          40           256 qam               32

 

 

Downstream bonded channels

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

1              Locked  40.3        80           0

2              Locked  40.9        76           18

3              Locked  40.3        32           0

4              Locked  40.3        31           0

5              Locked  40.3        28           0

6              Locked  40.3        32           0

7              Locked  40.3        38           0

8              Locked  40.9        45           0

9              Locked  40.3        88           0

10           Locked  40.3        80           0

11           Locked  40.9        41           0

12           Locked  40.3        89           0

13           Locked  40.3        39           0

14           Locked  40.3        43           0

15           Locked  40.9        52           0

16           Locked  40.9        48           0

17           Locked  40.3        46           0

18           Locked  40.3        50           0

19           Locked  40.3        47           0

20           Locked  40.9        21           0

21           Locked  40.3        42           0

22           Locked  40.3        40           0

23           Locked  40.3        23           0

24           Locked  40.3        58           0

0 Kudos
Reply
Highlighted
  • 1.25K
  • 56
  • 115
Forum Team
Forum Team
61 Views
Message 7 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

Hi Bigdinner, 

Thank you for your post,

I have done some remote checks and everything seems fine, are you able to post a live BQM link so we can look at dropouts 

Zoie

0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
57 Views
Message 8 of 8
Flag for a moderator

Re: 5GHz Wifi keeps dropping connection

Hi Zoie,

I called customer service yesterday evening and I’m being sent a new superhub 3 ac to see if that clears up the problems, and was told to monitor things.

Once the new superhub is in, I can try and post a love BQM.

Thanks.

0 Kudos
Reply