Bad WiFi even after putting into modem mode with router

[KevyL]

Hi everyone,

I have constant WiFi dropouts ever since I joined virgin almost 2 years ago. When it came round to contract renewal last year I had actually almost changed only they came back and promised to double my speed to 200mb and sent an engineer out.

The engineer tweaked settings and put a WiFi booster upstairs but it didn't help.

I have tried putting superhub 3 into modem mode and used a tp link archer c60 v2 but the WiFi is exactly the same as if I was still using the superhub 3. The coverage stops as soon as I go into the kitchen. With my previous provider (BT) I had coverage almost at the end of my street.

I have also tried using the tp link archer router as a wireless access point but still it has not improved my WiFi signal or drop outs at all..

Thankfully my contract is due to end in October so I finally have the option to switch. The only problem is I do like the TV package virgin media have with bt sport and would have kept it if I could get acceptable WiFi.

Has anyone any idea what I could do to try and fix my WiFi one more time before I go back to bt? Everything works perfectly when wired. 

[Serena_C]

Hi @KevyL

Welcome to our Community Help Forums 🙂

Thank you for making your first post regarding the WiFi issues you are experiencing, I'm sorry to hear that the Booster did not improve things for you.

I've taken a look at your account and can see that our systems have identified a network issue over 24 hours which is affecting multiple customers in your area. This is likely to cause connectivity and performance issues. Our engineering teams have been automatically notified of the issue and will investigate and fix the issue as soon as possible.

Please do keep us posted on how things are working for you over the next couple of days.

Best wishes,

Serena

[KevyL]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

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Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	267000000	1.2	40	256 qam	17
2	203000000	2.2	40	256 qam	9
3	211000000	2.2	40	256 qam	10
4	219000000	2.2	40	256 qam	11
5	227000000	2	40	256 qam	12
6	235000000	2	40	256 qam	13
7	243000000	1.9	40	256 qam	14
8	251000000	1.7	40	256 qam	15
9	259000000	1.4	40	256 qam	16
10	275000000	1	40	256 qam	18
11	283000000	1	40	256 qam	19
12	291000000	1	40	256 qam	20
13	299000000	1	40	256 qam	21
14	307000000	1	40	256 qam	22
15	315000000	1.2	40	256 qam	23
16	323000000	1.2	40	256 qam	24
17	331000000	1.2	40	256 qam	25
18	339000000	1	40	256 qam	26
19	347000000	1.2	40	256 qam	27
20	355000000	1	40	256 qam	28
21	363000000	0.9	40	256 qam	29
22	371000000	1.2	40	256 qam	30
23	379000000	1	40	256 qam	31
24	387000000	1	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	3263	10377
2	Locked	40.9	2725	15942
3	Locked	40.3	3562	8253
4	Locked	40.9	3179	9768
5	Locked	40.3	3085	9504
6	Locked	40.9	3293	8885
7	Locked	40.3	3478	8353
8	Locked	40.9	3370	8009
9	Locked	40.3	3190	8231
10	Locked	40.9	3062	14734
11	Locked	40.9	3015	14131
12	Locked	40.3	2806	14143
13	Locked	40.3	3101	13326
14	Locked	40.9	3109	8236
15	Locked	40.3	3125	8495
16	Locked	40.3	3042	8330
17	Locked	40.9	2845	9502
18	Locked	40.3	2851	8902
19	Locked	40.3	2796	9511
20	Locked	40.9	2807	9490
21	Locked	40.3	2804	9495
22	Locked	40.3	2773	9178
23	Locked	40.3	2535	7851
24	Locked	40.9	2457	5235

[KevyL]

• Spoiler
  Status
• Downstream
• Upstream
• Configuration
• Network Log

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

1	60300004	35	5120	64 qam	1
2	39400034	35	5120	64 qam	4
3	46200063	35	5120	64 qam	3
4	53700004	35.5	5120	64 qam	2

Upstream bonded channelsChannel 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

[KevyL]

Router status

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Upstream

Configuration

Network Log

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Network Log

Time Priority Description

29/07/2021 13:51:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:51:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:51:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:50:51 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:50:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:50:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:50:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:50:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 13:50:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 12:25:55 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 12:07:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 07:47:36 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2021 04:30:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/07/2021 17:48:45 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/07/2021 17:48:34 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/07/2021 17:48:1 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2021 12:38:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2021 10:39:25 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2021 10:39:25 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2021 08:30:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[KevyL]

Hi Serena, this issue has been going on for over a year. Not just one day. Thanks.

My 2.4ghz connection is as good as unusable. My 5ghz connection is perfect but only works in one room. It gets the full speed of 200mbs. If I go two rooms away it fluctuates between 0.5mbs and 20mbs but never more than that and is highly unstable 

[Serena_C]

Hi @KevyL

Ah, okay - thanks for the clarification!

Please can you perform a Speed Test virg.in/speedtest with just the Hub connected in modem mode and let me know what speed you get - if it's 200, then add the TP Link Archer, do a full reset on it then perform another speed test and let us know what the results are.

Many thanks,

Serena

[KevyL]

I'm getting 200 on both the tp link and the superhub on the 5g.

I'm getting about 20 on the 2.4 on both the superhub and the tp link. Its almost as if the tp link just reflects what the superhub 3 does when it is in router mode. 

But the 20mb might as well be under 1mb as the connection hangs every time I  change browser pages or try to stream videos on my mobile device. 

[jbrennand]

Just checking.....

Did you connect the new Archer c7 in the sequence I posted - and is the Hub actually in modem mode with a magenta base light?

Is the 20mbps on just one device or do you have multiple devices where that's the connection speeds.

[KevyL]

Hi yes the colour on the hub is magenta, it says the speed on my nvidia shield upstairs is about 40mb but again it is cutting out occasionally also.

I connected it the way you have said a couple of times now and have spent most of the day trying to fix it using different methods including setting the hub 3 in router mode and using the tp link as an access point which didn't make any difference so I've reverted back to hub 3 in modem mode.

I expected the tp link to produce different results to the superhub 3 but it seems that it just acts the exact same results as using the hub 3 as the main router. 

Ie. It seems pointless for me to be using the tp link connected as it doesn't change anything

[jbrennand]

If the Hub is giving poor 2.4 wifi speeds and.... when in modem mode the Archer also gives poor 2.4 wifi speeds.... and both give good 5GHz speeds.....

...then  I would be focussing my troubleshooting on why my devices are not capable of receiving the higher speeds on 2.4.. rather than looking at any VM equipment or network connectivity issues as it cant affect just one frequency.

You mentioned nvidia shield - I never use windows kit (all Apple) so haven't a clue what that is (firewall?) but that's the first thing I would turn off and see what happens - then look at other things that could be limiting speeds on the devices.

Hopefully others will chip in ideas here soon.