Connected no internet.

[Fjr1993]

New to Virgin Broadband. First 3 weeks were perfect, however nothing but issues now. We have a Hub 5. First of all my laptop refuses to work, I get a connected no internet message. Mine and all the other phones in the house constantly lose connection. Essentially saying our network does not appear to be connected to the internet. Here is the weird part, since we got Virgin we have had an extender upstairs. Speed is a lot slower, but if we are connected to that we face none of the above issues. Even weirder thing is if we create a guest network the internet works flawlessly too on ALL devices. I’ve already factory reset the hub once and the issues instantly happened again. Any ideas? Not even a month into the contract with Virgin and to be honest this isn’t great.

[jbrennand]

Can we check… are your 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 on ethernet to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Then can you do this...

_______________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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

Also, 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

[Fjr1993]

Ethernet cable has issues too. We are solely relying on the guest connection right now which obviously is not ideal. Having to sign into the router via my phone. Just for complete transparency I’m doing all this for my stepdad, I’m currently living with him and I would say he’s pretty technologically illiterate and relys on me to fix things.

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

1	331000000	6.7	42	QAM 256	25
2	139000000	6.2	41	QAM 256	1
3	147000000	6.3	40	QAM 256	2
4	155000000	5.9	40	QAM 256	3
5	163000000	5.3	40	QAM 256	4
6	171000000	5.9	41	QAM 256	5
7	179000000	6	41	QAM 256	6
8	187000000	6.1	41	QAM 256	7
9	195000000	6.3	41	QAM 256	8
10	203000000	6.3	41	QAM 256	9
11	211000000	6.3	41	QAM 256	10
12	219000000	6.2	41	QAM 256	11
13	227000000	6.1	41	QAM 256	12
14	235000000	6	41	QAM 256	13
15	243000000	6	41	QAM 256	14
16	251000000	5.8	41	QAM 256	15
17	259000000	5.7	41	QAM 256	16
18	267000000	5.7	41	QAM 256	17
19	275000000	5.7	41	QAM 256	18
20	283000000	5.7	41	QAM 256	19
21	291000000	6	41	QAM 256	20
22	299000000	6.3	41	QAM 256	21
23	307000000	6.6	42	QAM 256	22
24	315000000	6.7	42	QAM 256	23
25	323000000	6.7	42	QAM 256	24
26	339000000	7	41	QAM 256	26
27	347000000	7.1	42	QAM 256	27
28	355000000	6.9	42	QAM 256	28
29	363000000	7.2	42	QAM 256	29
30	371000000	7.2	42	QAM 256	30
31	379000000	7.2	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	42	39	0
2	Locked	41	241	0
3	Locked	40	208	2
4	Locked	40	243	0
5	Locked	40	458	0
6	Locked	41	386	0
7	Locked	41	282	0
8	Locked	41	323	0
9	Locked	41	262	7
10	Locked	41	170	0
11	Locked	41	107	0
12	Locked	41	78	0
13	Locked	41	66	0
14	Locked	41	60	0
15	Locked	41	50	0
16	Locked	41	43	0
17	Locked	41	30	0
18	Locked	41	39	0
19	Locked	41	51	0
20	Locked	41	47	0
21	Locked	41	30	0
22	Locked	41	32	0
23	Locked	42	33	0
24	Locked	42	33	0
25	Locked	42	46	0
26	Locked	41	41	0
27	Locked	42	28	0
28	Locked	42	24	0
29	Locked	42	27	0
30	Locked	42	33	0
31	Locked	42	40	0

3.0 Upstream channels

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

0	49600000	43.8	5120	QAM 64	9
1	43100000	43.3	5120	QAM 64	10
2	36600000	43	5120	QAM 64	11
3	30100000	42.5	5120	QAM 64	12
4	23600000	42.3	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Fjr1993]

Time Priority Description

19-01-2024 16:15:02	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2024 16:15:02	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2024 15:10:31	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2024 15:10:31	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2024 08:30:37	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2024 08:30:37	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2024 08:26:37	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-01-2024 18:04:35	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-01-2024 07:48:56	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-01-2024 07:48:56	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-01-2024 06:46:04	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-01-2024 06:46:04	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2024 06:04:30	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:06:00	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:06:00	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:56	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-01-2024 18:05:50	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:50	warning	Dynamic Range Window violation
10-01-2024 18:05:50	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:50	warning	Dynamic Range Window violation
10-01-2024 18:05:50	warning	Dynamic Range Window violation
10-01-2024 18:05:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:50	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:45	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:37	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:05:35	notice	Honoring MDD; IP provisioning mode = IPv4
10-01-2024 18:05:20	critical	Cable Modem Reboot because of - Reboot Timezone Change
10-01-2024 18:05:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:03:05	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 18:03:04	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-01-2024 17:59:53	critical	Cable Modem Reboot because of - pin-reset
10-01-2024 17:59:53	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Joseph_B]

Hey @Fjr1993,

Welcome to the Community Forums and thanks for the post.

We have had a look into the systems and do not see any errors with your systems, can you confirm when the services drop out, what are you usually doing within the household for this to happen?

Joe