Virgin Media Community

[baldyslaphead59]

I have a hub3 router, and everyday without fail the connection drops at least twice a day.

This has been happening for the past 3/4 weeks and although work was recently planned, and carried out in my area, the problem is still happening. I was hoping the planned work was the solution, but apparently not the case.

I have recently pin reset the router, hoping that might resolve the issue, but to no avail.

The router has not been moved from its "home" for months, and nothing new has been installed near it, so that is unlikely to be the issue.

Once I switch the router off, and back on again, the wi-fi comes back, only for the problem to re-surface again later in the day/the following day

Any ideas what the issue may be?

[Tudor]

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150

[Corey_C]

Thanks for your post and welcome to the Community Forums, baldyslaphead59,

Sorry to hear that you have been having connection issues. How has things been since your post? Is this on wired or wireless connections?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C

[baldyslaphead59]

Thanks for the response Corey, but nothing has changed.

Usually two reboots a day, sometimes 3, which when working from home is not going down well with my employer.

Please find attached screenshots detailing the dropouts, which I have been taking for the last 3 days, including today, as you can see, another dropout moments ago.

Accompanying these is the result of a test I have just run via the earlier link provided in Coreys response, detailing there is an issue.

[newapollo]

Hi @baldyslaphead59 

Sorry but I've had to reject your BQM's as per forum rules as they contained your IP address.

Please can you remove your IP address in the photos and then post them again?

Also if possible set up a live link to your BQM, doing that will automatically obscure your IP address.

[baldyslaphead59]

Is this what you need?

Share Broadband Quality Monitor | thinkbroadband

[newapollo]

Hi again,

Thanks for that @baldyslaphead59  sorry to mess you about.

That link works and it's obscured your IP address 😀

EDIT - it is no longer working, looks like when you tidied it up it missed part of the URL.

When you click on (Share Live Graph) copying  the text in the Direct Link box (select all) makes it easier for the forum guru's to click on and see what's happening.

It would also be really useful for them to see your stats since the Forum Staff ran diagnostics and didn't see any faults. I could certainly see issues in the BQM.

You should post your router stats here for the learned members to check what the problem is and offer assistance.

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return.

Don't login, instead below there click on Check Router Status

From the Router Status” page copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

Pictures aren't any use as they will show your MAC address, but if you copy paste them the forum automatically obscures the MAC addresses.

You may see an error when posting some of the logs, just ignore that and press Post again.  It will probably need 2 posts for all the info, possibly 3.

[baldyslaphead59]

Downstream bonded channels

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

1	330750000	3	38	256 qam	25
2	202750000	3.2	40	256 qam	9
3	210750000	3.2	40	256 qam	10
4	218750000	3.2	40	256 qam	11
5	226750000	3.2	40	256 qam	12
6	234750000	3.2	40	256 qam	13
7	242750000	2.9	40	256 qam	14
8	250750000	2.7	40	256 qam	15
9	258750000	2.7	40	256 qam	16
10	266750000	2.7	38	256 qam	17
11	274750000	3	40	256 qam	18
12	282750000	3	40	256 qam	19
13	290750000	3.2	38	256 qam	20
14	298750000	3	38	256 qam	21
15	306750000	3.2	40	256 qam	22
16	314750000	3.2	40	256 qam	23
17	322750000	3.2	38	256 qam	24
18	338750000	2.9	40	256 qam	26
19	346750000	2.9	40	256 qam	27
20	354750000	3.2	40	256 qam	28
21	362750000	3	40	256 qam	29
22	370750000	3	38	256 qam	30
23	378750000	2.9	38	256 qam	31
24	386750000	3	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	5	0
2	Locked	40.3	4	0
3	Locked	40.3	6	0
4	Locked	40.3	4	0
5	Locked	40.3	4	0
6	Locked	40.3	5	0
7	Locked	40.3	6	0
8	Locked	40.3	0	0
9	Locked	40.3	3	0
10	Locked	38.9	7	0
11	Locked	40.3	6	0
12	Locked	40.3	5	0
13	Locked	38.9	5	0
14	Locked	38.9	6	0
15	Locked	40.9	4	0
16	Locked	40.3	6	0
17	Locked	38.9	6	0
18	Locked	40.9	5	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.3	4	0
22	Locked	38.9	6	0
23	Locked	38.9	5	0
24	Locked	40.3	0	0

[baldyslaphead59]

Upstream bonded channels

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

1	32600000	29	5120	64 qam	5
2	39400002	29	5120	64 qam	4
3	46200021	29	5120	64 qam	3
4	53699925	29	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[baldyslaphead59]

Network Log

Time Priority Description

26/10/2021 18:14:3	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:43	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:10:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 13:41:27	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 11:20:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;