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Lizzyh777
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Almost non-existent WiFi

So for the last 3 days my WiFi signal has become slow and intermittent at best, at worst it is non-existent. This I find strange as my WiFi has typically been very good, especially as Virgin say that my router is working just fine. 

Some devices are incredibly slow to load or play videos. Other devices cannot connect to WiFi at all. The WiFi on my phone is serviceable, but many Web pages won't load and give me the error message 'Access Denied', this has never happened before. 

I could really do with some advice, my network log is below if anyone can make sense of it. 

02/12/2021 17:43:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 17:42:52Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 17:42:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 12:05:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 20:42:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:45:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:44:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:44:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:37:5noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 21:42:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 21:41:36Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 20:10:40noticeLAN login Success;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;

 

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jbrennand
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Message 2 of 12
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Re: Almost non-existent WiFi

Firstly... 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 is just a wifi issue or it could be network connection related?

What Hub model is it and what are the various Hub lights showing/doing when this happens?


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Lizzyh777
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Message 3 of 12
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Re: Almost non-existent WiFi

The issues are with both WiFi and ethernet connections. It's a Hub 3 and the light on the front of the hub is solid white, no other lights.

I'm wondering if it is a fault with the hub. 

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Adduxi
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Message 4 of 12
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Re: Almost non-existent WiFi

Post the power levels, Pre and Post RS errors please for comment.  Do not use screenshots, just copy and paste the info.  Thanks

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Lizzyh777
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Message 5 of 12
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Re: Almost non-existent WiFi

Where do I find power levels and pre/post RS? 

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jbrennand
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Re: Almost non-existent WiFi

See this
_________
In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up dont login [there should be no need to login if you have done so before unless you have the New Hub4 when you do] just click on the “router status” icon/text at bottom-middle or top/right of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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 posts

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 OK

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Lizzyh777
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Message 7 of 12
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Re: Almost non-existent WiFi

Downstream bonded channels

1 411000000 5.9 38 256 qam 1
2 419000000 5.8 38 256 qam 2
3 427000000 5.8 38 256 qam 3
4 435000000 5.5 37 256 qam 4
5 443000000 5.3 37 256 qam 5
6 451000000 5 37 256 qam 6
7 459000000 5 37 256 qam 7
8 467000000 4.9 37 256 qam 8
9 475000000 4.8 37 256 qam 9
10 483000000 4.6 37 256 qam 10
11 491000000 4.6 37 256 qam 11
12 499000000 4.9 37 256 qam 12
13 507000000 4.8 37 256 qam 13
14 515000000 4.6 37 256 qam 14
15 523000000 4.5 37 256 qam 15
16 531000000 4.5 37 256 qam 16
17 539000000 4.5 37 256 qam 17
18 547000000 4.3 37 256 qam 18
19 555000000 4.1 37 256 qam 19
20 563000000 4 37 256 qam 20
21 571000000 4 37 256 qam 21
22 579000000 4 37 256 qam 22
23 587000000 3.9 37 256 qam 23
24 595000000 3.5 37 256 qam 24


Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 5.9 38 256 qam 1
2 419000000 5.8 38 256 qam 2
3 427000000 5.8 38 256 qam 3
4 435000000 5.5 37 256 qam 4
5 443000000 5.3 37 256 qam 5
6 451000000 5 37 256 qam 6
7 459000000 5 37 256 qam 7
8 467000000 4.9 37 256 qam 8
9 475000000 4.8 37 256 qam 9
10 483000000 4.6 37 256 qam 10
11 491000000 4.6 37 256 qam 11
12 499000000 4.9 37 256 qam 12
13 507000000 4.8 37 256 qam 13
14 515000000 4.5 37 256 qam 14
15 523000000 4.5 37 256 qam 15
16 531000000 4.5 37 256 qam 16
17 539000000 4.5 37 256 qam 17
18 547000000 4.3 37 256 qam 18
19 555000000 4.1 37 256 qam 19
20 563000000 3.9 37 256 qam 20
21 571000000 4 37 256 qam 21
22 579000000 4 37 256 qam 22
23 587000000 3.9 37 256 qam 23
24 595000000 3.5 37 256 qam 24

Downstream bonded channels
Channel Locked Status

Pre RS Errors Post RS Errors
1 Locked 38.9 42 0
2 Locked 38.6 55 0
3 Locked 38.6 62 0
4 Locked 37.6 73 0
5 Locked 37.3 107 0
6 Locked 37.6 120 0
7 Locked 37.6 123 0
8 Locked 37.3 161 0
9 Locked 37.6 167 0
10 Locked 37.3 213 0
11 Locked 37.6 224 0
12 Locked 37.6 242 0
13 Locked 37.6 227 0
14 Locked 37.6 241 0
15 Locked 37.6 297 0
16 Locked 37.6 334 0
17 Locked 37.3 286 0
18 Locked 37.3 418 0
19 Locked 37.3 424 0
20 Locked 37.6 490 0
21 Locked 37.6 506 0
22 Locked 37.6 495 0
23 Locked 37.3 540 0
24 Locked 37.6 561 0

Upstream Bonded Channels            Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 48.8 5120 64 qam 6
2 60300029 48.3 5120 64 qam 5
3 46200000 48.3 5120 64 qam 7
4 39400000 48 5120 64 qam 8

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

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Lizzyh777
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Re: Almost non-existent WiFi

Network Log

02/12/2021 17:43:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 17:42:52 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 17:42:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 12:05:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 20:42:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:45:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:44:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:44:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:37:5 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 21:42:16 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 21:41:36 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 20:10:40 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 09:04:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 10:49:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:02:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 20:56:54 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 04:07:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
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Message 9 of 12
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Re: Almost non-existent WiFi

OK nothing amiss in those stats, that and a constant white Hub light suggests there are no network disconnections occurring - but to nail that we need to see the BQM

Are you sure its dropping on an ethernet connected device - if so have you tried on a different device and with a different (new) ethernet cable?


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Lizzyh777
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Message 10 of 12
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Re: Almost non-existent WiFi

Yeah it's definitely dropping via ethernet. For example my PS4 is connected via ethernet and cannot connect either by LAN or WiFi. However if I use 4G to Hotspot my phone to my PS4 it connects just fine. 

Similarly, my phone is incredibly slow when connected to WiFi and won't load most Web pages. However when I connect to 4G or a different WiFi network it works fine.

Could this be fixed by replacing the router? I have an engineer coming tomorrow morning, so hopefully he can find the source of the issue. 

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