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Connection dropping out

Whiskeyprincxss
Tuning in

So for the last I don’t even know how many months, almost without fail our wifi has started to fail at 7/8/9pm every night as well as dropping out during the day. 

The wifi will still show as connected but nothing on any devices will work and it’s almost like it starts jumping from having weak signal to high signal and then back again.

When testing the speed around these times when I can even manage to get it to load, the download speed is sitting around 5 and then I’ll test straight after and it’ll shoot back up to 200 and then drop to 5 in a test not even 30 seconds later.

We contacted Virgin about two months ago and it seemed like the issue had been solved but that lasted for maybe a week before this started again.

I’m at a loss with what to do at this point because I don’t know why we’re paying the amount we are for this wifi when it doesn’t even work when we need it to.

C3C518D3-3652-4DAC-BBC1-D031B6D8CC04.jpeg

10 REPLIES 10

Tudor
Very Insightful Person
Very Insightful Person

Please post some stats and check if there is an area problem.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Hi, here are the stats you’ve asked for! There are no area issues for the area according to the webpage.

 

Downstream bonded channels

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

11390000003.538256 qam1
21470000004.138256 qam2
3155000000438256 qam3
41630000003.738256 qam4
51710000003.538256 qam5
61790000002.938256 qam6
71870000002.938256 qam7
81950000002.438256 qam8
9203000000238256 qam9
102110000001.538256 qam10
112190000001.238256 qam11
122270000001.238256 qam12
132350000000.738256 qam13
142430000000.538256 qam14
15251000000038256 qam15
16259000000-0.438256 qam16
17267000000-0.538256 qam17
18275000000-0.238256 qam18
192830000000.438256 qam19
202910000000.738256 qam20
212990000000.738256 qam21
223070000000.738256 qam22
233150000000.738256 qam23
243230000000.538256 qam24



Downstream bonded channels

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

1Locked38.620879
2Locked38.921892
3Locked38.9221108
4Locked38.9175189
5Locked38.9178185
6Locked38.9134112
7Locked38.67078
8Locked38.97746
9Locked38.611926
10Locked38.921760
11Locked38.9218297
12Locked38.9210133
13Locked38.9720
14Locked38.6640
15Locked38.9840
16Locked38.97012
17Locked38.9660
18Locked38.9740
19Locked38.6470
20Locked38.6510
21Locked38.6570
22Locked38.9610
23Locked38.9420
24Locked38.9490

 

Upstream bonded channels

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

12579997543.5512064 qam11
23940000044.3512064 qam7
34620000044.8512064 qam3
43260006444512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000

Will have to post network separately as it hit’s character limit 

Network Log

Time Priority Description

15/05/2022 11:18:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 01:01:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 22:14:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 19:52:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 22:19:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 22:19:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 05:46:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 06:16:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:58:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:57:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:55:8criticalReceived 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;
03/05/2022 09:52:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 14:42:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 01:34:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 16:27:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Tudor
Very Insightful Person
Very Insightful Person

There are a lot of errors showing, but they are accumulative since the hub was last power cycled. So please turn the hub off for two minutes and after two hours post a new full set of stats.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Hi @Whiskeyprincxss.

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

Sorry to hear you have been having these issues with your WiFi service. We can understand this is not ideal and we want to best help. 

I have been able to take a look at your service on our systems and it seems everything is in order after the reboot. Do you need any further help regarding this?

Please get in touch if so and we will do our best to help.

Thanks,

Akua_A
Forum Team

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


Hi! Sorry it’s been a busy week so I’ve only been able to get around to doing this now.

turned router off around 8pm and these are the results

Downstream bonded channels

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

1139000000438256 qam1
21470000004.538256 qam2
31550000004.438256 qam3
4163000000438256 qam4
51710000003.738256 qam5
61790000003.240256 qam6
71870000003.238256 qam7
81950000002.738256 qam8
92030000002.438256 qam9
10211000000238256 qam10
112190000001.738256 qam11
122270000001.538256 qam12
132350000001.238256 qam13
142430000000.738256 qam14
152510000000.438256 qam15
16259000000038256 qam16
172670000000.238256 qam17
182750000000.438256 qam18
19283000000138256 qam19
20291000000138256 qam20
21299000000138256 qam21
22307000000138256 qam22
23315000000138256 qam23
243230000000.938256 qam24



Downstream bonded channels

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

1Locked38.9230
2Locked38.6320
3Locked38.9360
4Locked38.62412
5Locked38.9270
6Locked40.3150
7Locked38.9130
8Locked38.9110
9Locked38.6160
10Locked38.9220
11Locked38.6130
12Locked38.9150
13Locked38.690
14Locked38.9120
15Locked38.6120
16Locked38.9170
17Locked38.61114
18Locked38.9130
19Locked38.990
20Locked38.980
21Locked38.9914
22Locked38.680
23Locked38.6130
24Locked38.9120

Upstream bonded channels

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

12580000043.5512064 qam11
23940000044.3512064 qam7
34620000044.8512064 qam3
43260000043.8512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

19/05/2022 08:42:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 00:01:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2022 20:32:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2022 11:18:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 01:01:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 22:14:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 19:52:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 22:19:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 22:19:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 05:46:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 06:16:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:58:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:57:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:55:8criticalReceived 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;
03/05/2022 09:52:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 09:52:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hi, no it’s still doing exactly what is was before unfortunately