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Broadband and Wi-Fi disconnecting every couple of days.

SilverSennin
Tuning in

So I changed to Virgin from Plusnet towards the end of May due to the significant difference in potential speeds but since then I've had countless issues with it.

I was setup with the 350mb package and have the Virgin hub 4 router. I want to use the increase in speeds to prioritize Streaming and gaming but not limit it with other devices. I've found that I cannot implement any QoS settings so I've come up with a workaround of using a 2.4GHz and 5GHz network. I use the 5GHz on my consoles since that will usually have the lowest ping and highest down/up speeds (last test was 9 ping and 324mbps down/ 27mbps up) . I use an Ethernet cable on my PC for streaming as again this provides the fastest speeds.

One thing I've encountered though is that too often the internet will just meltdown. The PC will disconnect and only see an "unidentified network" and when diagnosing will provide a "Ethernet doesn't have a valid IP configuration" error. and the Wi-Fi hotspots will still be available but won't be able to connect / will have no internet access. We also have Sky boxes which disconnect all the time when they never used to.

I've tried various fixes and changes to resolve and prevent these issues but It usually ends up only being fixed with either a reboot of the router or more commonly, a full reset. I've attempted to fix this on my PC countless times by doing CMD commands and Uninstalling VPNs / reboots etc. but get no joy. I've even tried to add each device to the DHCP list to maintain it's IP and keep it connected but no luck.

Someone help pls cause It's driving me insane, I just want a consistent 2.4GHz and 5GHz connection that doesn't drop every couple of days and means I need to reset.

9 REPLIES 9

Andrew-G
Alessandro Volta

Could well be a simple power or noise problem.  To diagnose that connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

In addition, in case the steps above don't show anything immediately obvious, setup a Broadband Quality Monitor which may show if anything odd is going on with your VM connection.  Copy and post a LINK to a LIVE, SHARED graph here and we'll see what's happening, don't use screenshots, or copy the web address from the browser's search bar.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.


3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 13.699997 40.366287 QAM256 25
10 211000000 13.599998 40.946209 QAM256 10
11 219000000 13.300003 40.366287 QAM256 11
12 227000000 13.099998 40.946209 QAM256 12
13 235000000 13.199997 40.946209 QAM256 13
14 243000000 12.900002 40.946209 QAM256 14
15 251000000 12.400002 40.366287 QAM256 15
16 259000000 12.599998 40.366287 QAM256 16
17 267000000 12.900002 40.946209 QAM256 17
18 275000000 12.599998 40.366287 QAM256 18
19 283000000 12.099998 40.366287 QAM256 19
20 291000000 12.400002 40.366287 QAM256 20
21 299000000 12.599998 40.366287 QAM256 21
22 307000000 11.900002 40.366287 QAM256 22
23 315000000 12.099998 40.366287 QAM256 23
24 323000000 13.000000 40.366287 QAM256 24
26 339000000 14.300003 40.366287 QAM256 26
27 347000000 14.800003 40.946209 QAM256 27
28 355000000 14.199997 40.366287 QAM256 28
29 363000000 13.900002 40.946209 QAM256 29
30 371000000 14.599998 40.366287 QAM256 30
31 379000000 15.199997 40.946209 QAM256 31
32 387000000 14.800003 40.366287 QAM256 32
33 395000000 14.400002 40.366287 QAM256 33
34 403000000 15.000000 40.366287 QAM256 34
35 411000000 15.400002 40.366287 QAM256 35
36 419000000 14.900002 40.946209 QAM256 36
37 427000000 14.599998 40.366287 QAM256 37
38 435000000 14.900002 40.366287 QAM256 38
39 443000000 14.900002 40.946209 QAM256 39
40 451000000 14.400002 40.366287 QAM256 40


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 40.366287 1 0
10 Locked 40.946209 0 0
11 Locked 40.366287 0 0
12 Locked 40.946209 2 0
13 Locked 40.946209 0 0
14 Locked 40.946209 0 0
15 Locked 40.366287 2 0
16 Locked 40.366287 0 0
17 Locked 40.946209 0 0
18 Locked 40.366287 2 0
19 Locked 40.366287 1 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 1 0
24 Locked 40.366287 3 0
26 Locked 40.366287 2 0
27 Locked 40.946209 0 0
28 Locked 40.366287 0 0
29 Locked 40.946209 3 0
30 Locked 40.366287 0 0
31 Locked 40.946209 2 0
32 Locked 40.366287 3 0
33 Locked 40.366287 3 0
34 Locked 40.366287 2 0
35 Locked 40.366287 1 0
36 Locked 40.946209 0 0
37 Locked 40.366287 0 0
38 Locked 40.366287 0 0
39 Locked 40.946209 2 0
40 Locked 40.366287 3 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 44 16.6 27115259 0


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 40.770599 5120 KSym/sec 64QAM 11
2 39400000 40.270599 5120 KSym/sec 64QAM 12
3 53700000 41.270599 5120 KSym/sec 64QAM 10
4 60300000 41.770599 5120 KSym/sec 64QAM 9

 

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 2 0
4 US_TYPE_STDMA 0 0 0
0

 

Network Log
Time Priority Description
Wed Aug 4 20:42:44 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 5 10:35:49 2021 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;


https://www.thinkbroadband.com/broadband/monitoring/quality/share/7ed3c9ed36e7bb2304144e6fbc216d246a...

 

 

Hope this is sufficient, had issues getting it in when in HTML so had to paste as plain text, can try provide info again if needed.

Thanks a bunch 🙂

jbrennand
Very Insightful Person
Very Insightful Person
I am no Hub4 expert but on other Hubs the downstream power levels should be between

-6 dBmV and +10 dBmV.

Your levels are all way outside of that range and I suspect are causing your issues - you will need a Tech visit to bring them down

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.


@jbrennand wrote:
-6 dBmV and +10 dBmV.


The can run upto 15dBmV fine, its likely something else. 

---------------------------------------------------------------

Akua_A
Forum Team
Forum Team

Hi @SilverSennin,

 

Welcome to our community forums and thank you for your first posts.

 

Sorry to hear you have been experiencing disconnections on your service since joining us as a new customer. We can understand this is not ideal and we want to do our best to help. I have been able to access your account via forum details and I have sent you a private message in regards to this. Please look out for the purple envelope and provide a response when you can.

 

Thanks,  

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


I can confirm this has been booked for you @SilverSennin.

 

You can get confirmation of this in your my VM account. You can also amend the appointment date and time there.

 

Is there anything else you need help with?

 

Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


jbrennand
Very Insightful Person
Very Insightful Person

@legacy1 wrote:

@jbrennand wrote:
-6 dBmV and +10 dBmV.


The can run upto 15dBmV fine....


Is that from personal experience or have you seen that posted somewhere from VM?  I have never seen any info on the Hub4 - never even seen one 😎


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Brilliant, thank you very much 🙂