Menu
Reply
Highlighted
  • 12
  • 1
  • 0
On our wavelength
244 Views
Message 1 of 19
Flag for a moderator

Constant wifi dropout and slow speeds

This is the 3rd time i'm posting this, i don't understand why it gets deleted:

  • Key worker working from home
  • was on 200mb
  • cancelled all services when out of contract because i couldn't cope with constant drop outs
  • was retained and put on 350mb
  • retaining agent advised me to use the app to check for black spots
  • got the free booster which seemed to work OK at first but after a few days issues start and i've got just as many drop-outs if not more as i did before i cancelled
  • had a couple of actual service outages over the last couple of weeks as reported on the virgin website
  • service is suppose to be working fine now according to tests - but certainly not for me though
  • today my wifi dropped out at least 10 times so far
  • the booster regularly loses all internet to it
  • sometimes i can connect to the booster wifi but not the super hub 3 wifi
  • sometimes other way round
  • sometimes no wifi at all from the SH3 or booster but pc connected by Ethernet still gets internet
  • i'm doing regular speed checks on different devices and only time in last few weeks i had full speed was thurs oct 15th at 3pm:

https://www.speedtest.net/result/10254276758.png

  • the other night at 11pm when i first tried to post on here, 200mb wired, 56mb on my samsung s10 sat 2 meters away from SH3 on 5g

https://www.speedtest.net/result/1028315553

  • I live in a close full of old people with a green box right at the bottom of our road
https://www.thinkbroadband.com/broadband/monitoring/quality/share/70e7e35642bc11076dcc0b7ddfb13d9cfda3895b

 

Just got kicked off my work VPN again when i lost wifi while putting this message together, speed test shows 281 down and 36 up

https://www.speedtest.net/result/10292993220

 

0 Kudos
Reply
Highlighted
  • 12
  • 1
  • 0
On our wavelength
240 Views
Message 2 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

Downstream bonded channels

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

13550000004.538256 qam28
22350000004.838256 qam13
32430000004.538256 qam14
42510000004.540256 qam15
52590000004.340256 qam16
62670000004.540256 qam17
72750000004.440256 qam18
82830000004.440256 qam19
9291000000438256 qam20
102990000004.338256 qam21
113070000004.338256 qam22
123150000004.438256 qam23
133230000004.438256 qam24
143310000004.438256 qam25
153390000004.338256 qam26
163470000004.538256 qam27
173630000004.838256 qam29
183710000004.940256 qam30
193790000004.938256 qam31
20387000000538256 qam32
213950000005.140256 qam33
22403000000538256 qam34
234110000005.138256 qam35
244190000005.140256 qam36



Downstream bonded channels

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

1Locked38.670
2Locked38.9110
3Locked38.950
4Locked38.970
5Locked38.980
6Locked38.990
7Locked38.980
8Locked38.960
9Locked38.680
10Locked38.990
11Locked38.990
12Locked38.990
13Locked38.690
14Locked38.690
15Locked38.9120
16Locked38.6100
17Locked38.660
18Locked38.990
19Locked38.680
20Locked38.9180
21Locked38.9190
22Locked38.6180
23Locked38.6100
24Locked40.300

 

Upstream bonded channels

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

13940000046512064 qam4
24620002446512064 qam3
35370003446512064 qam2
46029998646512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
wrkldJKDHSUBsgvca69834ncxv98732



Primary Downstream Service Flow

SFID1090
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID1089
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort




0 Kudos
Reply
Highlighted
  • 12
  • 1
  • 0
On our wavelength
239 Views
Message 3 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

Network Log

Time Priority Description

20/10/2020 12:59:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:39criticalReceived 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;
01/01/1970 00:03:29criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 02:40:49noticeSW download Successful - Via NMS
20/10/2020 02:38:55noticeSW Download INIT - Via NMS
19/10/2020 15:36:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:48:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:48:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:45:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 24.66K
  • 1.42K
  • 3.14K
Alessandro Volta
231 Views
Message 4 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

Use a wired connection instead of WiFi.

Wifi speeds and connectivity are not guaranteed as part of your contract. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 12
  • 1
  • 0
On our wavelength
161 Views
Message 5 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

Thank you for your response but it's not particularly helpful for the following reasons:

The superhub is next to the tv in the living room, I work in the dining room or the office upstairs, i can't work in the living room where my wife and 2 children under 3 years old are.

All Ethernet connections from the suberhub are being used for the v6 box, the media centre, the tv and the booster.

I got the booster to solve the wifi issues, but it hasn't.

Using ethernet only from SH3 still doesn't solve my speed issues which I've explained in my first post. 

I have tried using ethernet from the booster to my work laptop when i'm in the dining room, but even that is not a solid connection. I spent a long time going through all the set up and getting it working correctly and then did it all again because it was losing internet connection.

I have a PS4 connected to the booster by wifi (less than 2 meters away from it) as with my work laptop, even though the unit is producing wifi signal, it drops internet connection regularly, i don't get to stay connected to the internet for more than an hour at most.

0 Kudos
Reply
Highlighted
  • 24.66K
  • 1.42K
  • 3.14K
Alessandro Volta
154 Views
Message 6 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

Wire direct to the hub. Not the booster. The booster will always be slower and unreliable. 

Failing that you’ll need to get a better router or a mesh system to improve your WiFi. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 12
  • 1
  • 0
On our wavelength
120 Views
Message 7 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

That's not plausible solution for me as explained above:

The superhub is next to the tv in the living room, I work in the dining room or the office upstairs, i can't work in the living room where my wife and 2 children under 3 years old are.

All Ethernet connections from the suberhub are being used for the v6 box, the media centre, the tv and the booster.

I'm also not in a financial position to pay out for an expensive mesh or better router.  

There is clearly an issue with data coming into the router in the first place, which is why i posted the logs for someone to look at and tell me what the issue is, because as knowledgeable as I am, i'm not a data expert which is why i'm looking for help from someone who an tell me whats wrong from the logs i have posted.  getting though to the call center recently has been impossible for understandable reasons.

0 Kudos
Reply
Highlighted
  • 24.66K
  • 1.42K
  • 3.14K
Alessandro Volta
117 Views
Message 8 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

There’s nothing wrong with the levels posted.

Do the wired devices have issues?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 4.37K
  • 743
  • 1.78K
Very Insightful Person
Very Insightful Person
113 Views
Message 9 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

Hi @andyemunro 

the Network log you posted shows a large number of T3 timeouts and related errors.  A few are to be expected on any cable connection, but the frequency of yours indicate a noise problem and may be associated with the problems you describe. You've also got a single T3 showing up on one of the upstream channel error counters - again, that's indicative of noise without proving it.

Can you post an updated Network log so that we can see what's been going on over the past two or three days?  And whilst looking at that, have a gander at the Upstream data again - are all four channels present, all at 64 QAM, and with power less than 50 dBmV?  

Regards

Andrew

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 12
  • 1
  • 0
On our wavelength
99 Views
Message 10 of 19
Flag for a moderator

Re: Constant wifi dropout and slow speeds

@Andruser  thank you, can't make out what it means but I don't suppose "critical" appearing so many times is good and neither are date stamps from 1st Jan 1970. I'll post he up and down streams next

Network Log

Time Priority Description

24/10/2020 22:16:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 12:59:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:39criticalReceived 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;
01/01/1970 00:03:29criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 02:40:49noticeSW download Successful - Via NMS
20/10/2020 02:38:55noticeSW Download INIT - Via NMS
19/10/2020 15:36:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:48:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:48:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:47:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:46:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply