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Paul114
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Message 1 of 19
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Broadband cutting out

Last week we had constant issues with the WiFi cutting out all the time - usually for 5/10 minutes at a time. Apparently there were a lot of local issues and an engineer came out to check everything over and said everything was fixed. It had been stable for nearly a week since then until last night when it just started cutting out again.

Desperately needing some help with this as it’s making working from home a nightmare. And to be quite honest the service we’re getting just isn’t good enough considering what we signed up for. This is the first time we’ve been with Virgin (only joined a couple of months ago) and I’ve never known broadband to be this unreliable.

It isn’t anything to do with blackspots as it’s the whole WiFi network just cutting out. The router isn’t blocked by anything and we don’t have a silly number of devices connected to it. Apparently there are no local issues just now either (if you believe what my service status is telling me anyway).

We’ve gone through all the usual troubleshooting. Restarted it umpteen times including a couple of factory resets but they’re just quick fixes - nothing seems to help medium/long term.

It seems impossible to actually get to speak to someone from Virgin - the live chat isn’t working for me (hasn’t been for over a week now), I’ve tried phoning several times only to be cut off after an hour each time and now the facility for booking an engineer’s appointment doesn’t seem to be working either!

To my untrained mind I’m thinking the router might be rubbish but I’m just guessing really. Desperately hoping someone on here can help us. Thanks.

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Paul114
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Message 2 of 19
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Re: Broadband cutting out

Meant to say - it’s the Hub 3 we’re using.

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MikeRobbo
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Alessandro Volta
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Message 3 of 19
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Re: Broadband cutting out

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 4 of 19
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Re: Broadband cutting out

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 5 of 19
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Re: Broadband cutting out

May I advise you to download and install a Wi-Fi analyser to show if there are any foreign Wi-Fi broadcasts interfering with your own Wi-Fi signals and where there are poor signal strengths..

From there you can look at refining your own Wi-Fi broadcasts.

I use this one ...

WiFi Analyzer Premium - Apps on Google Play

 

wifi-2

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Paul114
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Message 6 of 19
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Re: Broadband cutting out

Hi Mike - thanks a lot for your help here. We had some bother with it this morning but it's been stable for the rest of the day so far. Sharing the BQM and the router status below.

BQM Link - My BQM 

 

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Paul114
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Message 7 of 19
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Re: Broadband cutting out

Router Status - Downstream

 

Downstream bonded channels

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

12030000003.538256 qam9
22110000003.438256 qam10
32190000003.438256 qam11
42270000003.538256 qam12
52350000003.438256 qam13
62430000003.538256 qam14
72510000003.538256 qam15
82590000003.538256 qam16
92670000003.738256 qam17
102750000003.738256 qam18
11283000000438256 qam19
12291000000438256 qam20
132990000004.338256 qam21
143070000004.338256 qam22
153150000004.538256 qam23
163230000004.538256 qam24
173310000004.838256 qam25
183710000004.838256 qam26
19379000000538256 qam27
20387000000538256 qam28
21395000000538256 qam29
224030000005.138256 qam30
234110000005.338256 qam31
24419000000538256 qam32



Downstream bonded channels

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

1Locked38.922124
2Locked38.621157
3Locked38.621171
4Locked38.917129
5Locked38.926198
6Locked38.627221
7Locked38.915190
8Locked38.636162
9Locked38.623128
10Locked38.92499
11Locked38.916230
12Locked38.917186
13Locked38.937106
14Locked38.628164
15Locked38.631130
16Locked38.619106
17Locked38.625165
18Locked38.620202
19Locked38.621238
20Locked38.627128
21Locked38.613179
22Locked38.619114
23Locked38.630198
24Locked38.63892
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Paul114
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Message 8 of 19
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Re: Broadband cutting out

Router Status - Upstream

 

Upstream bonded channels

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

14620000047.8512064 qam3
23940000048512064 qam4
36030000048512064 qam1
45370000048512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA00700
4ATDMA0000
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Paul114
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Message 9 of 19
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Re: Broadband cutting out

Router Status - Configuration

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID323788
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID323787
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Paul114
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Message 10 of 19
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Re: Broadband cutting out

Router Status - Network Log

 

Network Log

Time Priority Description

15/01/2021 21:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 21:01:31criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 21:01:31criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 21:01:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 21:01:13criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 21:01:13criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 09:52:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 09:08:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:33:36criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:33:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:32:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:28:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:28:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:28:17criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:27:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:27:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 07:27:48criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 05:19:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 05:18:26criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 05:14:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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