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Endless problems with WiFi

damian2
Joining in

Hello.

I'm just a regular, non-technical customer.

I've recently had my bandwidth upgraded and a new Hub 5 sent out to me.  Ever since setting it up, I've been having dreadful trouble getting my WiFi to remain stable.  The router keeps finding and then dropping devices.  Also, the router page has greyed out the options to switch off 2.4 and 5 GHz.  I've rebooted a few times and done two factory resets.  Altogether, I've spent around 6 hours in webchat with VM but I'm getting absolutley nowhere with them.  A technician came out yesterday and discovered a loose plug on the cable going into the router but I'm still getting all sorts of problems.  The network log looks like this:

 

Time Priority Description

16-07-2023 20:31:26noticeREGISTRATION COMPLETE - Waiting for Operational status
16-07-2023 20:31:22noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:31:17noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:31:04warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:31:02noticeHonoring MDD; IP provisioning mode = IPv4
16-07-2023 20:30:54criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:30:42criticalCable Modem Reboot via RG reboot command
16-07-2023 20:28:36criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:27:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:27:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:27:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:27:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:27:09criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:23:08criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:22:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:22:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-07-2023 20:22:04criticalCable Modem reset to Factory Default via reset button

I'm hoping someone can tell me if I'm doing something wrong.  Thank you.

3 REPLIES 3

Liamdoc081
Tuning in

I had same problem I upgraded to the 1gig broadband and got the hub 5 I had endless problems my wifi constantly going of same with my tv services and landline services they sent engineer out took hib 5 away and gave me hib 4 I'm still having same issues virgin agent responding in correct way to me I had loss landline for 7 weeks and they gave me 1 day compensation now my landline has been from fridsy again I've been loyal to virgin for 4 years I'm due to go to trading standards the lot about this 

Liam Docherty


@Liamdoc081 wrote:

I had same problem I upgraded to the 1gig broadband and got the hub 5 I had endless problems my wifi constantly going of same with my tv services and landline services they sent engineer out took hib 5 away and gave me hib 4 I'm still having same issues virgin agent responding in correct way to me I had loss landline for 7 weeks and they gave me 1 day compensation now my landline has been from fridsy again I've been loyal to virgin for 4 years I'm due to go to trading standards the lot about this 


My wifi was slowing to 600mb 15 times a day when engineer checked I wasnt awarded any compensation for this my advice get on phone and tell them you need technician out asap

Liam Docherty

Martin_N
Forum Team
Forum Team

Hi damian2,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your broadband service. 

I have taken a look on our side and I am unable to see anything that could be affecting this.

Can you confirm when you last reboot the hub? 

Can you confirm if this issue is still ongoing?

^Martin