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Connection drops, twice a day at least!

baldyslaphead59
On our wavelength

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?

 

 

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56 REPLIES 56

baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎01-11-2021 07:29

Upstream bonded channels

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

16029999629512064 qam1
23940000029512064 qam4
34620000029512064 qam3
45370000029512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

01/11/2021 01:36:32noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:31:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 02:13:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Zach_R
Forum Team
Forum Team
In response to baldyslaphead59

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,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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james1988davies
Joining in
In response to Zach_R

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.

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baldyslaphead59
On our wavelength
In response to Zach_R

on ‎01-11-2021 20:52

Hi Zach.

Sorry, can you PM me again please, seems I deleted my reply by accident, sorry!

baldy

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baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎01-11-2021 21:14

Another reboot around 9pm.

Downstream bonded channels

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

1330750000338256 qam25
22027500003.240256 qam9
32107500003.440256 qam10
42187500003.240256 qam11
52267500003.440256 qam12
62347500003.540256 qam13
7242750000338256 qam14
82507500002.940256 qam15
92587500002.940256 qam16
102667500002.940256 qam17
11274750000340256 qam18
122827500003.240256 qam19
132907500003.440256 qam20
142987500003.438256 qam21
153067500003.440256 qam22
163147500003.440256 qam23
173227500003.238256 qam24
183387500002.940256 qam26
19346750000338256 qam27
203547500003.440256 qam28
213627500003.440256 qam29
22370750000338256 qam30
23378750000338256 qam31
243867500003.238256 qam32



Downstream bonded channels

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

1Locked38.940
2Locked40.3190
3Locked40.350
4Locked40.360
5Locked40.340
6Locked40.340
7Locked38.900
8Locked40.300
9Locked40.340
10Locked40.300
11Locked40.340
12Locked40.350
13Locked40.340
14Locked38.950
15Locked40.960
16Locked40.340
17Locked38.930
18Locked40.300
19Locked38.950
20Locked40.360
21Locked40.350
22Locked38.950
23Locked38.930
24Locked38.900

 

Upstream bonded channels

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

16029992229512064 qam1
23940002629512064 qam4
34620005829512064 qam3
45369998829512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎01-11-2021 21:15

Network Log

Time Priority Description

01/11/2021 01:36:32noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:31:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 02:13:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Zach_R
Forum Team
Forum Team
In response to baldyslaphead59

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,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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baldyslaphead59
On our wavelength
In response to Zach_R

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

My Orders and Appointments

It looks like you don't have any open orders!

If you'd like to make a change to your package, its easy to do online.

 

Expecting to see an open order here?

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

 

 

0 Kudos

baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎08-11-2021 08:43

Downstream bonded channels

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

1330750000340256 qam25
22027500003.440256 qam9
32107500003.540256 qam10
42187500003.240256 qam11
52267500003.540256 qam12
62347500003.540256 qam13
72427500003.238256 qam14
8250750000340256 qam15
9258750000340256 qam16
10266750000340256 qam17
11274750000340256 qam18
122827500003.240256 qam19
132907500003.440256 qam20
142987500003.538256 qam21
153067500003.440256 qam22
163147500003.540256 qam23
173227500003.238256 qam24
18338750000340256 qam26
19346750000338256 qam27
203547500003.540256 qam28
213627500003.440256 qam29
223707500003.238256 qam30
23378750000338256 qam31
243867500003.238256 qam32



Downstream bonded channels

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

1Locked40.3360
2Locked40.9330
3Locked40.3240
4Locked40.3170
5Locked40.9220
6Locked40.9190
7Locked38.9410
8Locked40.3350
9Locked40.3390
10Locked40.3810
11Locked40.3410
12Locked40.3230
13Locked40.3290
14Locked38.9350
15Locked40.3170
16Locked40.3220
17Locked38.9280
18Locked40.3280
19Locked38.9250
20Locked40.3190
21Locked40.9190
22Locked38.9200
23Locked38.9210
24Locked38.960
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