Menu
Reply
Teresa6
  • 57
  • 1
  • 1
Dialled in
1,138 Views
Message 1 of 41
Flag for a moderator

Constantly disconnecting from wi-fi

Moved to our new house just before Christmas and got Virgin installed ...M500 broadband. initially had issues with losing connection for hours every day and an engineer came out and sorted it, including installing a new router.  Afterwards though occasionally we’d lose connection, so constantly re booting which sorts it for a couple of hours, them it goes again. Now, three months in, it’s really bad. Literally losing connection amongst all our devices throughout the day, intermittently. Probably 10-20 times a day. Son used Zoom tonight with his friends, but had to stop as was losing connection every five minutes and was spoiling the experience. I can’t seem to be able to contact Virgin to get this sorted out. We are all working from home and are all constantly losing wi-fi throughout the day. We can’t carry on like this much longer. Ran an on line test through Virgin media and it said all was fine, but it’s on obviously not. Any help appreciated, also, do you think this counts as an urgent issue? It’s so bad now it is affecting all our ability to work from home ( two of us are key workers) . We have our house alarm and heating system etc all connected to our WiFi..its definitely a problem for us. Thankyou. 

0 Kudos
Reply
gary_dexter
  • 28.86K
  • 1.76K
  • 3.77K
Alessandro Volta
1,118 Views
Message 2 of 41
Flag for a moderator

Re: Constantly disconnecting from wi-fi

Does a wired connection work, and does it also drop the same time the WiFi drops?

Does the WiFi drop at the same time for all devices?


*****
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
Teresa6
  • 57
  • 1
  • 1
Dialled in
1,063 Views
Message 3 of 41
Flag for a moderator

Re: Constantly disconnecting from wi-fi

Hi,

thanks for replying. We haven’t got an Ethernet cable so cannot test a wired connection, but good question and would be a good test. However, yes, all devices drop out at same time, throughout the day. 

0 Kudos
Reply
gary_dexter
  • 28.86K
  • 1.76K
  • 3.77K
Alessandro Volta
1,037 Views
Message 4 of 41
Flag for a moderator
Helpful Answer

Re: Constantly disconnecting from wi-fi

Go to 192.168.0.1 in a browser - don’t login - click the link under the login box.

Post back the Network, Upstream and Downstream logs 


*****
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
Teresa6
  • 57
  • 1
  • 1
Dialled in
1,022 Views
Message 5 of 41
Flag for a moderator

Re: Constantly disconnecting from wi-fi

Hi,

please can you give us a bit more detail about how to do this? My husband just entered the IP address on his laptop, it came up with the Virgin screen asking us to connect to the router,  but there was no link that appeared, there was a password box but nothing underneath it?

There was a ‘next’ button,and when he clicked on that it again asked for the password. Sorry, we’ve never done this before. 
thankyou

0 Kudos
Reply
jbrennand
  • 20.48K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
1,003 Views
Message 6 of 41
Flag for a moderator
Helpful Answer

Re: Constantly disconnecting from wi-fi

If that happens it means you have never logged in before. So log in with the settings password on the base sticker. Then change it to one you will never forget, save and log out. Next time you go to 192.168.0.1 there will be a "router status" icon text - in the middle of the page toward the bottom - you may need to scroll down !
Click it.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Teresa6
  • 57
  • 1
  • 1
Dialled in
988 Views
Message 7 of 41
Flag for a moderator

Re: Constantly disconnecting from wi-fi

Hi Both,

Thanks for all the help so far.  Connection has been bad today. We must have dropped out ten times already. This morning in particular, and yes, managed to get the required logs. Yes, we’ve never logged in before, but it’s certainly enlightening now we have ( I think a couple of the password warnings were when we didn’t know about logging in at lunchtime, so that was us) 

Note: I will have to post logs on 2 posts as too many characters and also it said there was a lot of invalid html?? Which Virgin has removed on the network logs below now ?

network:

24/04/2020 15:58:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 15:58:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 14:43:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 14:43:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 14:05:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 14:05:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 13:59:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 13:30:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 12:58:52 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 12:51:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 12:48:27 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 12:40:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 10:55:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 10:51:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 10:14:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 08:36:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 08:35:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 08:35:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 08:34:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 08:34:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

Downstream bonded channels

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

11870000005.540256 qam7
21390000005.638256 qam1
31470000005.540256 qam2
41550000005.440256 qam3
51630000005.540256 qam4
61710000005.540256 qam5
71790000005.440256 qam6
81950000005.640256 qam8
92030000005.540256 qam9
102110000005.340256 qam10
112190000005.340256 qam11
122270000005.340256 qam12
132350000005.340256 qam13
14243000000540256 qam14
152510000004.940256 qam15
162590000004.640256 qam16
172670000005.140256 qam17
182750000005.440256 qam18
192830000005.540256 qam19
202910000005.840256 qam20
212990000005.940256 qam21
223070000005.540256 qam22
23315000000640256 qam23
243230000006.140256 qam24



Downstream bonded channels

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

1Locked40.332557665648
2Locked38.916332553413
3Locked40.38787244098
4Locked40.333996891367
5Locked40.3883236251402
6Locked40.39370136810
7Locked40.3918754208585
8Locked40.92788719975
9Locked40.31867114930
10Locked40.31551714117
11Locked40.91715815160
12Locked40.32025118612
13Locked40.9172526738
14Locked40.91354110567
15Locked40.31159910302
16Locked40.32962820158
17Locked40.92910811488
18Locked40.3262758686
19Locked40.366397208
20Locked40.3871211067
21Locked40.3140334882
22Locked40.983189108
23Locked40.955997708
24Locked40.348437013


:

0 Kudos
Reply
Teresa6
  • 57
  • 1
  • 1
Dialled in
987 Views
Message 8 of 41
Flag for a moderator

Re: Constantly disconnecting from wi-fi

Our upstream logs...again apparently invalid html again.

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400034

3.425

5120

64 qam

4

2

60300000

4.275

5120

64 qam

1

3

53700083

4.225

5120

64 qam

2

4

46200000

3.75

5120

64 qam

3

 

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

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

187000000

5.5

40

256 qam

7

2

139000000

5.6

38

256 qam

1

3

147000000

5.5

40

256 qam

2

4

155000000

5.5

40

256 qam

3

5

163000000

5.5

40

256 qam

4

6

171000000

5.5

40

256 qam

5

7

179000000

5.5

40

256 qam

6

8

195000000

5.6

40

256 qam

8

9

203000000

5.5

40

256 qam

9

10

211000000

5.4

40

256 qam

10

11

219000000

5.3

40

256 qam

11

12

227000000

5.3

40

256 qam

12

13

235000000

5.3

40

256 qam

13

14

243000000

5

40

256 qam

14

15

251000000

4.9

40

256 qam

15

16

259000000

4.6

40

256 qam

16

17

267000000

5.1

40

256 qam

17

18

275000000

5.5

40

256 qam

18

19

283000000

5.5

40

256 qam

19

20

291000000

5.9

40

256 qam

20

21

299000000

5.9

40

256 qam

21

22

307000000

5.6

40

256 qam

22

23

315000000

6

40

256 qam

23

24

323000000

6.1

40

256 qam

24

 

0 Kudos
Reply
Teresa6
  • 57
  • 1
  • 1
Dialled in
979 Views
Message 9 of 41
Flag for a moderator

Re: Constantly disconnecting from wi-fi

I think I posted one of the logs twice,... but hopefully you get the picture.
Thankyou
0 Kudos
Reply
jbrennand
  • 20.48K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
960 Views
Message 10 of 41
Flag for a moderator
Helpful Answer

Re: Constantly disconnecting from wi-fi

Someone else should comment on the logs. Stats look ok - but the pre/post RS error columns are high but this may be historical. So reboot the Hub and check that the numbers have reset to 0. Then check them every hour or so for a day or so and see if they start building up again - if they do there is a problem.
But you should get a Ct6 cable and test on a wired connection to prove/disprove your problem is just a wifi one. Different fixes apply in those two situations.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.