Help please....Internet dropping out constantly

[Myfairlady]

Hi Everyone, 

I've been having problems with my Virgin BB since last Wednesday (everything was fine, renewed my contract and have had problems ever since...typical!). I've been with Virgin for years and this is the worst its ever been. I'm having to hotspot to my phone to get any work done! 

I've called Virgin twice now and although they appear to be helpful, they haven't fixed my issue. A pod has been ordered, but hasn't arrived yet. 

My issue is that the wifi keeps dropping causing my laptop/phone to disconnect. I've tried an ethernet connection this morning but that hasn't helped.....I'm concerned because my work are starting to ask questions! 

If someone can please help, i'd really appreciate it. Many thanks. 

[jbrennand · Accepted solution]

A couple of things... first...

check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

Then

Can we check…  you said ethernet connections are fine - is that correct even when wifi drop out? 

If so, - 

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Myfairlady]

Hey John, really appreciate your response. 

Status page and service status  number show no issues locally.  Ethernet connection isn't working either. 

I can only seem to work if I hotspot off my phone (which I'm not going to be able to do continuously. 

I just tried http://192.168.0.1 and it says it cant reach the page 'refuses to connect'? 

I've copied the link to my graph below.....it's solid red. 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/35d54f5effdacee701d80631988c7596898b352e]My Broadband Ping[/url]

As you can probably tell, I have no idea what i'm doing!!! But, really appreciate any help you can offer me. I don't seem to have been successful with any of your suggestions...eeks. 

[jbrennand]

The link you posted is not right.  Follow the instructions for "share live graph".  It takes 24h to develop a full picture.  If its a wall of red - check you have put the correct ip address into the BQM settings.

Meanwhile, call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate).  Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.  If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

See what they say when they test your connection.

[Myfairlady]

Was unable to post these on my previous post  

Network Log

Time Priority Description

03/10/2023 15:12:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 15:11:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 14:45:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 14:44:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 14:44:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 14:44:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2023 18:46:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2023 08:59:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 16:21:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 03:48:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2023 23:23:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2023 22:26:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2023 11:23:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2023 03:23:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2023 23:23:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2023 00:38:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2023 07:49:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2023 20:10:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2023 09:29:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2023 09:29:19	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

BQM ?

[Myfairlady]

Hi John,

The BQM from my laptop was just solid red. I've set one up using my phone, but it's not cooked long enough yet. 

[Myfairlady]

Hi guys, so i've set up the BQM and its just solid red. I just don't see what i'm doing wrong. I've logged into the router but when I look at the Ping section it offers me to run a test....

My work laptop is unusable when I connect to the router either by wifi or ethernet. I'm still hotspotting off my phone, but I wont be able to do that for much longer. Virgin have apparently posted me a wifi pod (which hasnt arrived yet). I've never had these problems before, nothing has changed at work or on my laptop and virgin are saying there are no problems on their side. 

Can anyone suggest anything? Thank you so much....

[Gareth_L]

Hello Myfairlady.

Thank you very much for joining our Community.
Can I just apologise for the connection issues you are having with your broadband.
We can run a few tests from here and check on your equipment.
Sadly its showing a signal issue with your upstream channels, So I will need to send you a private message to gain account access and arrange for an engineer to come out and get this resolved
If you can check the logo  top right of your screen that would be great. 
Regards     
Gareth_L