I've been helping troubleshoot my father-in-law's VM broadband service, he's been seeing intermittent dropouts of up to half an hour on wired and wireless connections at his place for a few months now.
Trouble shooting steps so far taken :- 1) replaced old Hub 2 with Hub 3 from VM - no improvement 2) engineer callout, replaced splitter and all connectors attached coming into the property and replaced surge arrestor and filter between that and the Hub 3 - no improvement 3) got line placed on 24 hours monitoring - no improvement - see below for VM feedback
Monitoring was performed throughout via Cacti which is an enterprise ping/SNMP client monitoring tool.
The explanation I now have from VM is that due to a few devices having poor signal the Hub is restarting services to try and reconnect and improve the wifi connectivity taking down wired and external connectivity in the process, the only improvement will be by placing some boosters and trying to improve the signal and thus stability.
This doesn't sit well as to howcomes a router (the Hub 3) would completely reset if the wireless signal to a device it's connected to drops/becomes poor. I don't see this with my own VM Hub 3... In all the years I've been in IT I've never heard of this as a practise - rebooting all the router's connections due to poor wifi signal, apparently this is the same for BT and EE according to VM ?
Can anyone confirm this is how the Hub 3 should function please ?
Next troubleshooting steps to do will be ask my father-in-law to do without wireless for a couple of days and wire all essential services like his TiVo box via ethernet and see if I get the same results. Failing that dump the VM Hub into modem mode and put in my own router/wireless solution for him...
<snip> Next troubleshooting steps to do will be ask my father-in-law to do without wireless for a couple of days and wire all essential services like his TiVo box via ethernet and see if I get the same results. Failing that dump the VM Hub into modem mode and put in my own router/wireless solution for him...
I'm guessing that was offshore CS who advised about the wifi ? That's a new one on me.
Anyway, if you can post the power levels, Pre and PostRS errors and network log from the Hub please.
As for your closing statement, I would 100% recommend modem mode and sourcing your own kit. This is what many users here have done, myself included. I use a Draytek router for the routing and 2 PoE Access points for wifi.
However, it is very important to get the broadband service working correctly, before going any further.
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Welcome to our community forums and thank you for your first post.
Sorry to hear about your father-in-law's broadband service. We want to do our best to help. Are you able to do as suggested by @Adduxi so we can further look into this for you and help? Can you also try rebooting the hub as seen here https://www.virginmedia.com/help/virgin-media-reboot-your-hub and let me know if the issues persist?
Hi Akua_A and Aduxxi, thanks for getting in touch on this.
As it turns out if wasn't offshare CS, the guy I spoke to was both local and adamant that this is the way home routers work, that any Hub or other broadband router will resolve a struggling WiFi signal by dropping and restarting both wired and wireless connections. If they all did that every time someone left home anybody still in the house would experience an outage on their connection as the person leaving moved out to the edge of and then beyond signal availability.
I've put in place a BQM package, in the meantime I attach my monitoring graphs that show pinging from inside the Hub to it's WAN connection, from inside the Hub to the Hubs WAN def gateway and then from my own VM connection pinging the WAN connection of my FIL's VM Hub.
Needless to say a Hub reboot has been done - this problem goes back months over two different Hub devices.
I'm getting ready to put in a WAP and transfer wireless devices to that killing off the WiFi on the VM Hub, once that's in place if I'm still seeing drops on the wired devices (which I'm willing to bet I will) VM won't be able to use the wireless Hub signal excuse.
From my Hub to FIL's Hub last 24hrs
FIL's WAN address from my VM
From my Hub to FIL's Hub last 3 days
FIL's VM Hub3 WAN from my VM Hub
From FIL's LAN to VM Hub WAN address - connection stays up and doesn't reset...
FIL's VM WAN address from LAN
From FIL's LAN to VM Hub default gateway (only added this to my monitoring in the last 48 hrs)
Thanks to some help from Vikki and the engineer who came to in the most recent visit I feel we're moving forward again.
Sam replaced a couple more connectors and did in fact confirm that the onshore CS who claimed that a WiFi signal issue would reboot the whole Hub is rubbish. The engineer found 4,000+ interference issues on the coax in the street in the last few weeks, the coax is now schedulled to be replaced as in years past it was repaired by VM due to a break and the conecrn is that that is where the issue now resides. This ties in with some instances of dropped landline calls too.
Just as I thought we were getting somewhere - total loss of service since just about 5AM. Spoke to offshore CS who claimed eventually to have got to the router (multiple reboots later) and changed the wireless channels for my FIL and that apparently was meant to have sorted it - yet still no broadband. I think my FIL has had enough and will be switching away to another provider and quite frankly I don’t blame him.
This is such a chalk and cheese situation, my own VM is absolutely rock solid by comparison to my FIL’s.