13-02-2023 10:09 - edited 13-02-2023 10:10
Hi,
I've been a virgin media customer since June 2022 and have had constant issues with my Wi-Fi. I live in a poor signal area, so when the wifi doesn't work, I can't really use the data on my phone or hotspot and it's really starting to affect my work when I'm at home (software developer - 90% remote).
When I do a speed test, I get download speeds of 100Mbps+, which is what I'd expect on my plan. However, sometimes it will report those speeds but nothing will load on social media and then I'll be disconnected from the wifi 2 seconds later, before reconnecting again soon after. This goes on all the time and on multiple devices. When I'm simply scrolling online or more frustratingly when I'm watching something on a streaming platform or gaming. Sometimes I'll have hours without noticing it disconnect, on bad days it disconnects every hour or so. This happens in every room in the house, even when I'm sitting directly next to the router. I've tried rebooting the router, removing and reinserting the coaxial cable etc. but nothing seems to resolve the problem for more than a day or two. I haven't tried moving the router as I only have 1 virgin media coaxial access point and no ethernet points (with access to power nearby) setup in my new home yet, but as I mentioned previously, I have the same issue when sat directly next to the router.
I have seen in a previous post there was an issue with Chromecasts affecting hub 2 performance, however, this was a post from 2018. I have a hub 3 and the latest Google Chromecast so I'm not sure if this could still be an issue and how it could be resolved.
I've considered getting a Google nest mesh wifi system to boost the signal, but I don't want to waste nearly £200 and it not solve the problem. Please let me know if you have any ideas that might help me, or if not, how I can speak with someone that might help at Virgin.
Thanks,
Jade
on 13-02-2023 10:17
start with the basics are all tests via wifi - if so can you connect via a lan cable and see if thats solid
post some info from the hub
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
its never a waste of money buying a mesh system - the wifi from all vm hubs can be rubbish - the modem side is ok - think of the router side as something you buy from the pound shop and even at that you would expect change from your pound
on 13-02-2023 10:37
I've just had a look and I've discovered the network log which shows a number of warnings and errors. They all appear to be for the same MAC address which I believe I've identified to be the router itself. Is there a possibility this could be a virgin issue?
Time Priority Description
13/02/2023 01:47:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/02/2023 15:33:27 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 00:19:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/02/2023 19:25:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/02/2023 10:57:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 19:18:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:58:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 10:05:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 01:42:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/02/2023 19:19:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/02/2023 07:09:26 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/02/2023 04:29:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/02/2023 02:01:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2023 17:05:3 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2023 08:48:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/02/2023 07:36:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/02/2023 16:54:20 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2023 09:17:24 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/01/2023 06:39:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Please let me know if there is any further info I can provide that might help diagnose the issue.
Thanks,
Jade
on 13-02-2023 10:38
Some speed results:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 259000000 | 4.3 | 37 | 256 qam | 16 |
2 | 139000000 | 5.4 | 37 | 256 qam | 1 |
3 | 147000000 | 5.3 | 38 | 256 qam | 2 |
4 | 155000000 | 5 | 38 | 256 qam | 3 |
5 | 163000000 | 5.3 | 38 | 256 qam | 4 |
6 | 171000000 | 5.3 | 38 | 256 qam | 5 |
7 | 179000000 | 5.3 | 38 | 256 qam | 6 |
8 | 187000000 | 5.4 | 38 | 256 qam | 7 |
9 | 195000000 | 5.4 | 38 | 256 qam | 8 |
10 | 203000000 | 5.3 | 38 | 256 qam | 9 |
11 | 211000000 | 5 | 38 | 256 qam | 10 |
12 | 219000000 | 4.8 | 38 | 256 qam | 11 |
13 | 227000000 | 4.6 | 38 | 256 qam | 12 |
14 | 235000000 | 4.6 | 38 | 256 qam | 13 |
15 | 243000000 | 4 | 38 | 256 qam | 14 |
16 | 251000000 | 3.7 | 38 | 256 qam | 15 |
17 | 267000000 | 4.6 | 37 | 256 qam | 17 |
18 | 275000000 | 4.5 | 38 | 256 qam | 18 |
19 | 283000000 | 4 | 38 | 256 qam | 19 |
20 | 291000000 | 4 | 38 | 256 qam | 20 |
21 | 299000000 | 3.7 | 37 | 256 qam | 21 |
22 | 307000000 | 4.5 | 37 | 256 qam | 22 |
23 | 315000000 | 4.9 | 37 | 256 qam | 23 |
24 | 323000000 | 5.1 | 37 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 3935 | 73 |
2 | Locked | 37.6 | 38375 | 262 |
3 | Locked | 38.6 | 23985 | 2386 |
4 | Locked | 38.6 | 14371 | 134 |
5 | Locked | 38.9 | 11665 | 1664 |
6 | Locked | 38.6 | 9461 | 5548 |
7 | Locked | 38.6 | 8440 | 151 |
8 | Locked | 38.9 | 7536 | 114 |
9 | Locked | 38.9 | 5965 | 62 |
10 | Locked | 38.9 | 8867 | 79 |
11 | Locked | 38.6 | 5857 | 106 |
12 | Locked | 38.9 | 7228 | 74 |
13 | Locked | 38.6 | 4861 | 181 |
14 | Locked | 38.6 | 3907 | 72 |
15 | Locked | 38.6 | 3853 | 104 |
16 | Locked | 38.9 | 3072 | 91 |
17 | Locked | 37.6 | 3348 | 76 |
18 | Locked | 38.6 | 5130 | 85 |
19 | Locked | 38.6 | 5166 | 78 |
20 | Locked | 38.6 | 9095 | 85 |
21 | Locked | 37.3 | 14984 | 83 |
22 | Locked | 37.6 | 11544 | 87 |
23 | Locked | 37.6 | 11103 | 150 |
24 | Locked | 37.6 | 7428 | 78 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 23600146 | 45.8 | 5120 | 64 qam | 5 |
2 | 49600167 | 47 | 5120 | 64 qam | 1 |
3 | 43100166 | 46.5 | 5120 | 64 qam | 2 |
4 | 30100058 | 46 | 5120 | 64 qam | 4 |
5 | 36600188 | 46.3 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
on 13-02-2023 10:52
no idea on the log its a mystery and most of it meaningless i think - let others contradict me on that - theres a few pre and post rs errors but they could be historical - reboot the hub to zero them and see if they rise - post back on that
rest of the levels are good
you make no comment about wired connections - thats the key - wifi has a mind of its own especially wifi from the VM hub
on 13-02-2023 12:45
Thank you for your fast replies.
Frustratingly, I can't find any of my ethernet cables and most of the devices that have connection issues don't even have ethernet ports.
After rebooting the router and logging onto the hub manager, I ran the network diagnostic tool and it came back with errors suggesting most of my connected devices have low signal and are too far from the router. My house is small so this seems odd, especially as most of the devices are in the adjacent room to the router, perhaps less than 10m away.
I will purchase an affordable mesh system to try once I've got some more ethernet ports installed around the house. If that doesn't work I'll have to return it and try harder to speak with someone from Virgin.
Let me know if you can think of anything else that might be causing this problem. Thanks,
Jade
on 15-02-2023 15:18
HI jadeirving, thanks for the message and welcome back to the forums.
I am sorry to hear that there is an issue with the connection. I will send you a private message so that this can be looked into further.
Kind regards, Chris.