on 23-10-2021 22:21
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?
on 01-11-2021 07:29
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60299996 | 29 | 5120 | 64 qam | 1 |
2 | 39400000 | 29 | 5120 | 64 qam | 4 |
3 | 46200000 | 29 | 5120 | 64 qam | 3 |
4 | 53700000 | 29 | 5120 | 64 qam | 2 |
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 |
Time Priority Description
01/11/2021 01:36:32 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2021 01:31:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 02:13:59 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 21:41:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 18:14:31 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 20:14:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
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; |
on 01-11-2021 08:16
Hi @baldyslaphead59,
I am really sorry to hear/see that you're having some complications with your connection recently. I'm going to send you a private message in a few moments so we can take some additional details and have a closer look at what's going on.
Please respond to this at your earliest convenience and we can go from there.
Thanks,
on 01-11-2021 08:30
So I’m having the same problem. It started about a week ago and my connection drops daily and I have to reboot my router. I was told in another forum to try and turn smart WiFi off, which I did yesterday, and yet I have woken up this morning with no connection.
The strange thing is that SOME devices remain connected. For example my Apple TV and Virgin set top box are still connected and I can watch apps like Netflix, but my main devices like phone and tablets have reverted to 4G. I’ve had to reboot the router daily to get a connection, and then it drops again the following day.
I’ll be honest, I’m a bit of a novice when it comes to this. All the numbers and tables and stuff that have been posted by the OP go over my head and I’ve no idea what any of that means haha. All I know is all of a sudden my Virgin broadband doesn’t seem to want to do what it’s meant to.
on 01-11-2021 20:52
Hi Zach.
Sorry, can you PM me again please, seems I deleted my reply by accident, sorry!
baldy
on 01-11-2021 21:14
Another reboot around 9pm.
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 | 3.4 | 40 | 256 qam | 10 |
4 | 218750000 | 3.2 | 40 | 256 qam | 11 |
5 | 226750000 | 3.4 | 40 | 256 qam | 12 |
6 | 234750000 | 3.5 | 40 | 256 qam | 13 |
7 | 242750000 | 3 | 38 | 256 qam | 14 |
8 | 250750000 | 2.9 | 40 | 256 qam | 15 |
9 | 258750000 | 2.9 | 40 | 256 qam | 16 |
10 | 266750000 | 2.9 | 40 | 256 qam | 17 |
11 | 274750000 | 3 | 40 | 256 qam | 18 |
12 | 282750000 | 3.2 | 40 | 256 qam | 19 |
13 | 290750000 | 3.4 | 40 | 256 qam | 20 |
14 | 298750000 | 3.4 | 38 | 256 qam | 21 |
15 | 306750000 | 3.4 | 40 | 256 qam | 22 |
16 | 314750000 | 3.4 | 40 | 256 qam | 23 |
17 | 322750000 | 3.2 | 38 | 256 qam | 24 |
18 | 338750000 | 2.9 | 40 | 256 qam | 26 |
19 | 346750000 | 3 | 38 | 256 qam | 27 |
20 | 354750000 | 3.4 | 40 | 256 qam | 28 |
21 | 362750000 | 3.4 | 40 | 256 qam | 29 |
22 | 370750000 | 3 | 38 | 256 qam | 30 |
23 | 378750000 | 3 | 38 | 256 qam | 31 |
24 | 386750000 | 3.2 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 4 | 0 |
2 | Locked | 40.3 | 19 | 0 |
3 | Locked | 40.3 | 5 | 0 |
4 | Locked | 40.3 | 6 | 0 |
5 | Locked | 40.3 | 4 | 0 |
6 | Locked | 40.3 | 4 | 0 |
7 | Locked | 38.9 | 0 | 0 |
8 | Locked | 40.3 | 0 | 0 |
9 | Locked | 40.3 | 4 | 0 |
10 | Locked | 40.3 | 0 | 0 |
11 | Locked | 40.3 | 4 | 0 |
12 | Locked | 40.3 | 5 | 0 |
13 | Locked | 40.3 | 4 | 0 |
14 | Locked | 38.9 | 5 | 0 |
15 | Locked | 40.9 | 6 | 0 |
16 | Locked | 40.3 | 4 | 0 |
17 | Locked | 38.9 | 3 | 0 |
18 | Locked | 40.3 | 0 | 0 |
19 | Locked | 38.9 | 5 | 0 |
20 | Locked | 40.3 | 6 | 0 |
21 | Locked | 40.3 | 5 | 0 |
22 | Locked | 38.9 | 5 | 0 |
23 | Locked | 38.9 | 3 | 0 |
24 | Locked | 38.9 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60299922 | 29 | 5120 | 64 qam | 1 |
2 | 39400026 | 29 | 5120 | 64 qam | 4 |
3 | 46200058 | 29 | 5120 | 64 qam | 3 |
4 | 53699988 | 29 | 5120 | 64 qam | 2 |
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 |
on 01-11-2021 21:15
Time Priority Description
01/11/2021 01:36:32 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2021 01:31:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 02:13:59 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 21:41:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 18:14:31 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 20:14:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
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; |
on 01-11-2021 21:34
on 02-11-2021 10:19
Hi @baldyslaphead59,
Thank you for getting back to me via private message to offer some more details. As discussed there, I've arranged for a technician visit to go ahead for you.
For security reasons I'm unable to confirm publicly the date/time of the booking, but you can check via your My Virgin Media online account and reschedule it if needed.
Let us know how the visit goes.
Thanks,
on 03-11-2021 10:43
Hi Zach.
In "My Account" I've accessed the help / orders and appointments section / Manage your order and appointment / Quick start or engineer / how to reschedule, whereby it then asks me to sign in (I already have) and greets me with
If you'd like to make a change to your package, its easy to do online.
If you've placed an order within the last 24 hours, please wait one full day for this to show. If you still can't see an order this time, contact us to find out more.
By clicking the "contact us" link embedded above, it then loops me back to the same cycle, asking me to sign in again, etc etc.
I'll give it until later today as it does state it can take 24 hours for appointments to show, even though I had a text to confirm it had already been booked, yesterday!
If it's not there then, will message back
Cheers
baldy
on 08-11-2021 08:43
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 3 | 40 | 256 qam | 25 |
2 | 202750000 | 3.4 | 40 | 256 qam | 9 |
3 | 210750000 | 3.5 | 40 | 256 qam | 10 |
4 | 218750000 | 3.2 | 40 | 256 qam | 11 |
5 | 226750000 | 3.5 | 40 | 256 qam | 12 |
6 | 234750000 | 3.5 | 40 | 256 qam | 13 |
7 | 242750000 | 3.2 | 38 | 256 qam | 14 |
8 | 250750000 | 3 | 40 | 256 qam | 15 |
9 | 258750000 | 3 | 40 | 256 qam | 16 |
10 | 266750000 | 3 | 40 | 256 qam | 17 |
11 | 274750000 | 3 | 40 | 256 qam | 18 |
12 | 282750000 | 3.2 | 40 | 256 qam | 19 |
13 | 290750000 | 3.4 | 40 | 256 qam | 20 |
14 | 298750000 | 3.5 | 38 | 256 qam | 21 |
15 | 306750000 | 3.4 | 40 | 256 qam | 22 |
16 | 314750000 | 3.5 | 40 | 256 qam | 23 |
17 | 322750000 | 3.2 | 38 | 256 qam | 24 |
18 | 338750000 | 3 | 40 | 256 qam | 26 |
19 | 346750000 | 3 | 38 | 256 qam | 27 |
20 | 354750000 | 3.5 | 40 | 256 qam | 28 |
21 | 362750000 | 3.4 | 40 | 256 qam | 29 |
22 | 370750000 | 3.2 | 38 | 256 qam | 30 |
23 | 378750000 | 3 | 38 | 256 qam | 31 |
24 | 386750000 | 3.2 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 36 | 0 |
2 | Locked | 40.9 | 33 | 0 |
3 | Locked | 40.3 | 24 | 0 |
4 | Locked | 40.3 | 17 | 0 |
5 | Locked | 40.9 | 22 | 0 |
6 | Locked | 40.9 | 19 | 0 |
7 | Locked | 38.9 | 41 | 0 |
8 | Locked | 40.3 | 35 | 0 |
9 | Locked | 40.3 | 39 | 0 |
10 | Locked | 40.3 | 81 | 0 |
11 | Locked | 40.3 | 41 | 0 |
12 | Locked | 40.3 | 23 | 0 |
13 | Locked | 40.3 | 29 | 0 |
14 | Locked | 38.9 | 35 | 0 |
15 | Locked | 40.3 | 17 | 0 |
16 | Locked | 40.3 | 22 | 0 |
17 | Locked | 38.9 | 28 | 0 |
18 | Locked | 40.3 | 28 | 0 |
19 | Locked | 38.9 | 25 | 0 |
20 | Locked | 40.3 | 19 | 0 |
21 | Locked | 40.9 | 19 | 0 |
22 | Locked | 38.9 | 20 | 0 |
23 | Locked | 38.9 | 21 | 0 |
24 | Locked | 38.9 | 6 | 0 |