Advice on improving wifi?

[Grubbs]

I'm just looking at signing up for a new deal with virgin but the only thing putting me off is the wifi and internet speed we have 200 broadband but it keeps dropping out and is useless most of the time.

I want to sort my package but I'm reluctant while it's this bad and wants the freedom to walk away. I'm looking at reducing the speed to 100MB as the speed when working was fine at 100 but now due to wifi issues, we can barely watch tv when streaming and it drops while my son is gaming.

Has anyone else found a cure for this? I've rebooted, restarted almost daily, and now before watching a film we have to plan ahead and restart the router just to have a chance of it being half decent?

Also on another note does anyone have a price for the new 360 services again really want to add this to my new deal but despite talking to an agent on chat they couldn't offer me a price?

I've tried to chat and call for both of these and got nowhere it either takes ages or the chat goes round in circles and keeps you waiting hours.

[jbrennand]

Can you post up the other Hub stats as before - so we can see if they are changing

And a link to the BQM you were asked to set up.

[Grubbs]

Here are the stats

Downstream bonded channels

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

1	138750000	1.5	38	256 qam	1
2	146750000	2.2	40	256 qam	2
3	154750000	2.4	40	256 qam	3
4	162750000	2	40	256 qam	4
5	170750000	2	40	256 qam	5
6	178750000	1.7	40	256 qam	6
7	186750000	1.5	40	256 qam	7
8	194750000	1.4	40	256 qam	8
9	202750000	1	40	256 qam	9
10	210750000	0.9	40	256 qam	10
11	218750000	0.5	40	256 qam	11
12	226750000	0.5	40	256 qam	12
13	234750000	0.4	40	256 qam	13
14	242750000	0.4	40	256 qam	14
15	250750000	0.5	40	256 qam	15
16	258750000	0.5	40	256 qam	16
17	266750000	0.7	40	256 qam	17
18	274750000	0.5	40	256 qam	18
19	282750000	0.7	40	256 qam	19
20	290750000	0.5	40	256 qam	20
21	298750000	1	40	256 qam	21
22	306750000	1.2	40	256 qam	22
23	314750000	1.2	40	256 qam	23
24	322750000	1.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	1	0
2	Locked	40.3	7	0
3	Locked	40.3	16	0
4	Locked	40.3	21	0
5	Locked	40.9	18	0
6	Locked	40.3	22	0
7	Locked	40.3	20	0
8	Locked	40.3	23	0
9	Locked	40.3	9	0
10	Locked	40.3	8	0
11	Locked	40.3	6	0
12	Locked	40.3	8	0
13	Locked	40.3	11	0
14	Locked	40.3	8	0
15	Locked	40.9	7	0
16	Locked	40.3	8	0
17	Locked	40.3	7	0
18	Locked	40.9	11	0
19	Locked	40.3	9	0
20	Locked	40.3	11	0
21	Locked	40.3	8	0
22	Locked	40.9	21	0
23	Locked	40.9	19	0
24	Locked	40.3	21	0

Upstream bonded channels

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

1	53700288	48.5	5120	64 qam	1
2	32600111	47	5120	64 qam	4
3	39400000	47.5	5120	32 qam	3
4	46200263	48	5120	64 qam	2

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

Network Log

Time Priority Description

08/12/2021 10:17:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 04:59:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 22:31:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 22:31:24	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 21:12:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 21:11:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3492e057843f166254cd217d9c0b5fecf11865c9-08-12-2021

 

[jbrennand]

I will let Tudor comment further ... but one of the UP channels has dropped to 32 qam - in the last set a different channel had dropped to 16. That's not good.

[Grubbs]

I'll be honest i don't understand that but what does that mean for my services? Is that a drop of wifi or in the speeds? I'm guessing it's wifi as its channel related. 

Also worth adding this is all at a time before my 3 boys come home and is just me online on my one device.

[jbrennand]

The emerging BQM looks fine and the Hub stats are good too (apart from that one qam) so are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it actually is just a wifi issue... as I (at least) cant see clear evidence of any network connection related problems

What are the various Hub lights showing/doing when this happens?

[Grubbs]

I don't get any hub lights at all? I just get an intermittent drop off of wifi and if I change from 2g to 5g on my phone when that happens it's fine most the time after the switch from one to another.

As part of the same problem i have to reboot the hub before streaming a film on disney, now tv or netflix to ensure the quality stays good and doesnt buffer.

[jbrennand]

By no lights - I assume that means that the Hub white base light remains on and stable and the wifi lights dont do anything? If so it suggests there is no connectivity issue and you are just having wifi interference issues

Last piece of the jigsaw, what happens on ethernet cable connections ?  As Adduxi suggested connect your TV and VM TV box directly to the Hub by short Cat6a ethernet cables - as they are close that should be easy

[Grubbs]

My Virgin tv box is connected via ethernet and has no problems when using general tv or when using netflix or amazon via the box rather than chromecast or roku. When using the Roku or chromecast its rarely stable and unpredicatable

[jbrennand]

QED then  - its a wifi issue - unless..  the roku & chromecast are also on ethernet cable connections?

[Corey_C]

For Wifi Issues, our wifi pods may be needed based on these factors. https://www.virginmedia.com/broadband/intelligent-wifi

Cheers,

Corey C