on 06-08-2021 11:53
Hi We have had virgin installed since March and have always had issues with wifi dropping out on all devices. We have had three engineer visits, new coax cables installed from the virgin box outsid ethe house, new Hub 3.0 and even a new fibre cable installed to the house. We are still experiencing drop outs on wifi. has happened every day for the last two weeks at any time of the day but most recently at night requiring the hub to be turned on and off to reset the wifi. The last engineer has now asked that I start again with customer service to report an issue but it means I need to start from the very beginning with a hub ests etc. How do I get help directly from Virgin to sort the problem or has anyone had similar issues and found a solution?
Answered! Go to Answer
on 06-08-2021 11:59
1st and most important question is do wired connections drop - if you dont have any wired connections what do the hub lights do when wifi drops
if its just a wifi problem then i am amazed that they have replaced this and that as they gave been wasting your and there time
however if wired connections drop or put another way the connection to the hub drops then thats a different matter
have you set up a bqm - if you have post the link - if not set one up and give it 24 hours to populate - if you get drops in that time it will show if its the connection
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an earlier hub button is top right
on 06-08-2021 11:59
1st and most important question is do wired connections drop - if you dont have any wired connections what do the hub lights do when wifi drops
if its just a wifi problem then i am amazed that they have replaced this and that as they gave been wasting your and there time
however if wired connections drop or put another way the connection to the hub drops then thats a different matter
have you set up a bqm - if you have post the link - if not set one up and give it 24 hours to populate - if you get drops in that time it will show if its the connection
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an earlier hub button is top right
on 06-08-2021 12:05
Hi Tony
Thanks for the reply The figures are:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 419000000 | 3.4 | 40 | 256 qam | 32 |
2 | 203000000 | 5 | 40 | 256 qam | 9 |
3 | 211000000 | 4.8 | 40 | 256 qam | 10 |
4 | 219000000 | 5 | 40 | 256 qam | 11 |
5 | 227000000 | 4.9 | 40 | 256 qam | 12 |
6 | 235000000 | 4.6 | 40 | 256 qam | 13 |
7 | 243000000 | 4.4 | 40 | 256 qam | 14 |
8 | 251000000 | 4.3 | 40 | 256 qam | 15 |
9 | 259000000 | 4 | 40 | 256 qam | 16 |
10 | 267000000 | 3.9 | 40 | 256 qam | 17 |
11 | 275000000 | 3.5 | 40 | 256 qam | 18 |
12 | 283000000 | 3.5 | 40 | 256 qam | 19 |
13 | 291000000 | 3.2 | 40 | 256 qam | 20 |
14 | 299000000 | 3.5 | 38 | 256 qam | 21 |
15 | 307000000 | 3.4 | 40 | 256 qam | 22 |
16 | 315000000 | 3.4 | 40 | 256 qam | 23 |
17 | 323000000 | 3.5 | 40 | 256 qam | 24 |
18 | 363000000 | 3.7 | 40 | 256 qam | 25 |
19 | 371000000 | 3.5 | 40 | 256 qam | 26 |
20 | 379000000 | 3.5 | 38 | 256 qam | 27 |
21 | 387000000 | 3.5 | 38 | 256 qam | 28 |
22 | 395000000 | 3.5 | 38 | 256 qam | 29 |
23 | 403000000 | 3.5 | 40 | 256 qam | 30 |
24 | 411000000 | 3.7 | 40 | 256 qam | 31 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.9 | 4 | 0 |
4 | Locked | 40.3 | 3 | 0 |
5 | Locked | 40.3 | 5 | 0 |
6 | Locked | 40.3 | 6 | 0 |
7 | Locked | 40.9 | 5 | 0 |
8 | Locked | 40.9 | 7 | 0 |
9 | Locked | 40.3 | 7 | 0 |
10 | Locked | 40.3 | 6 | 0 |
11 | Locked | 40.3 | 3 | 0 |
12 | Locked | 40.3 | 5 | 0 |
13 | Locked | 40.3 | 4 | 0 |
14 | Locked | 38.9 | 5 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.3 | 6 | 0 |
17 | Locked | 40.3 | 0 | 0 |
18 | Locked | 40.3 | 0 | 0 |
19 | Locked | 40.3 | 6 | 0 |
20 | Locked | 38.9 | 4 | 0 |
21 | Locked | 38.9 | 6 | 0 |
22 | Locked | 38.6 | 7 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 40.3 | 7 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300007 | 35.5 | 5120 | 64 qam | 9 |
2 | 39400024 | 35.5 | 5120 | 64 qam | 12 |
3 | 46199952 | 35.5 | 5120 | 64 qam | 11 |
4 | 53699991 | 35.5 | 5120 | 64 qam | 10 |
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 |
on 06-08-2021 12:13
Here is the issue log. They replaced the cable Wednesday. I have not set up a bqm but will
Network Log
Time Priority Description
05/08/2021 04:45:29 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 18:23:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:03:15 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 15:16:57 | critical | Received 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; |
04/08/2021 15:16:16 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 15:16:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 15:16:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 15:16:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 15:16:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 13:12:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2021 09:22:17 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 23:32:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 20:45:45 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 20:07:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 01:31:28 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 01:28:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 20:46:5 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 16:02:23 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 16:02:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/07/2021 23:18:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06-08-2021 12:14 - edited 06-08-2021 12:18
nothing wrong there i would say with the levels - dont understand the logs so leave that to others
so back to the problem - do wired connections drop or do the hub lights change when wifi drops
on 06-08-2021 12:28
Hi yes wired connections drop as well as the wifi connections.
on 08-08-2021 12:48
Hi @indie212,
Welcome to our Community Forums and thanks for posting.
I am sorry to hear you are having problems with frequent disconnections with your service.
I have a taken a look at the account and our system has identified a connectivity issue. This may cause intermittent or performance related issues with your connection. We believe this will only be a very short term issue and the connection will return to normal very soon.
In the meanwhile you should check that all cables are connected securely. The issue that has been identified may be the result of a loose connecting cable.
Thanks
on 08-08-2021 22:42
Hi considering this has been an ongoing issue for almost 2 months,m and nothing so far has resolved the issue, I appreciate your optimism but I do not share it.
on 11-08-2021 08:58
Really sorry to hear this has been ongoing for so long indie212. It's currently estimated to be fixed by 3PM today. If you're still experiencing issues after that please let us know and we'll check for an update, or take further action if required.
Tom
on 13-08-2021 12:27
Hi still experiencing daily issues with broadband outages. The technical team were supposed to be monitoring it since last Friday but no updates and no solution. Can you advise what is going to be done next?