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Dubweiser
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Message 1 of 16
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Hub 3 drop out of Wifi at least twice a day help

Good Evening all

Hope someone can help 🙏

 

About a month ago I upgraded to M600 Fibre Broadband, since then I've had a couple of issues.

1) frequent drop out entirely of wifi, the simple solution is to turn the box on and off but thats not helpful if you are in the middle of a conference call!  I've had days where I've had to turn it off 6 times in a day.  Last night it went off but turning it off/on didn't sort it, I left it and tried again this morning which rectified the problem.......... it then went off again at 1745 so I called 150 and the automated check told me the box was offline. So you've guessed it I turned off and on again.

Spoke to someone who told me there are no problems with the box. Really? so it just gets bored and turns itself off then?

2) my speed is terrible. Sometimes I get 440mb (like when on the phone to the agent this evening!) but 5 minutes before I was getting 40mb. Generally when I check it ranges between 30 to 50 mb. This is on a Mac and an iPhone.

Can anyone help? I've now phoned up on 3 or 4 occasions to be told to either reset by turning off or using the reset pinhole, yes it sorts the problem but only till the next time it goes off!

 

I have on of the VM boosters which I renamed as per the instructions on the box so it the same as the Hub 3. Currently most devices are connected to the Ethernet (which I assume is the booster) despite this being in a loft bedroom. This includes an Alexa device thats sat near to the hub 3!

I do have a phone close to the hub 3 .......... not sure what VM expect when thats where the engineer puts the phone box, and as mentioned I also have an Alexa but they've always been there - the problem started when I upgraded.

 

I hope someone can help, thanks so much

Dubweiser

 

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g0akc
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Message 2 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

Are wired connections ok?

Set up a BQM (there are details on these forums).

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
lotharmat
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Message 3 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)

When this is done and left for a while: click on 'share live graph' and copy and paste the 'direct link' onto the forum!

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Dubweiser
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Message 4 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

Morning I set-up the quality monitor last night and this is what I've had so far.

The service went off again this morning, when I called 150 it states there is a problem in my specific postcode, I'd love to think that was generated by me last night on the phone but I doubt it!

I'll post the logs in the next post

Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f2e278b3229cd1747bccd2072044da07b167faac

Screenshot 2021-04-20 at 09.07.01.png

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Dubweiser
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Re: Hub 3 drop out of Wifi at least twice a day help

 
Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

Downstream bonded channels

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

13307500003.538256 qam25
22507500004.338256 qam15
32587500004.538256 qam16
42667500004.538256 qam17
52747500004.438256 qam18
62827500004.138256 qam19
7290750000438256 qam20
82987500003.938256 qam21
93067500003.938256 qam22
103147500003.538256 qam23
113227500003.438256 qam24
123707500002.938256 qam26
133787500002.738256 qam27
143867500002.538256 qam28
153947500002.738256 qam29
164027500002.538256 qam30
174107500002.538256 qam31
184187500002.438256 qam32
194267500002.238256 qam33
204347500001.938256 qam34
214427500001.738256 qam35
224507500001.738256 qam36
234587500001.238256 qam37
24466750000138256 qam38



Downstream bonded channels

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

1Locked38.910
2Locked38.600
3Locked38.650
4Locked38.930
5Locked38.640
6Locked38.950
7Locked38.950
8Locked38.950
9Locked38.9170
10Locked38.6180
11Locked38.950
12Locked38.600
13Locked38.630
14Locked38.940
15Locked38.940
16Locked38.950
17Locked38.650
18Locked38.960
19Locked38.640
20Locked38.940
21Locked38.950
22Locked38.950
23Locked38.660
24Locked38.600

 

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Dubweiser
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Message 6 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

Upstream bonded channels

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

16030000044.3512064 qam1
23940000042.8512064 qam4
34620000043.3512064 qam3
45370000043.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID84486
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID84485
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log Network Log

Time Priority Description

01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 18:51:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 18:50:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:58:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:57:29Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 06:00:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:58:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:58:57criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:58:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:58:32criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:58:6criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:58:6criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:27:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:26:38criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:26:38criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:26:14criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:26:14criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:25:47criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:25:47criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 04:55:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Dubweiser
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Message 7 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

The only thing I have wired is the VM TV box
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lotharmat
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Message 8 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

Looks like it is likely to be the local outage as opposed to your kit.

Only thing to do is keep monitoring it and wait for VM to fix it! (At least they know it's bust and are working on it!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Dubweiser
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Message 9 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

Given I've had this problem for about 3 weeks now it either means today is another separate issue or that the problem has always been a local one and they are only just getting round to sorting it.

 

Doesn't make me want to stay at all. I'm paying for 600mb and I'm lucky if I get 60!! When I thought about leaving and going to sky the retentions assistant made a big deal about the amount of devices I have and how sky may struggle........ think VM need to look closer to home!

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jbrennand
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Message 10 of 16
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Re: Hub 3 drop out of Wifi at least twice a day help

You need to test it properly on ethernet cable connections.

This is to see if the issues are only evident on wifi connections or you see them at the same times on devices connected on ethernet cables? As you don't really know, can you check that to help diagnose whether it is just a wifi issue or it could be network connection related?

Also what are the various Hub lights showing/doing when this happens - particularly the base power one?

--------------------
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.