Virgin Media Community

[Mr__Bead]

Our hub 3 router is displaying a constant orange light and is randomly disconnecting devices from the internet even thought they have a strong WiFi connection. Between 18:00 and 21:00 on an evening the internet regularly but intermittently varies from 132mbs to as little as 4mbs and we’re often unable to perform a speed test as it’s so slow. It’s seems as though it’s a select few devices that get disconnected such as iPhones, the tv in the kitchen (constantly) my laptop and my sons Xbox (not so often) while other devices don’t such as the living room tv( same brand as kitchen tv) which is in the same room as the router. I’ve rebooted the hub, reset it using the button on the back and nothing works. It’s happening every night now. I’ve read very similar problems by others on this forum and it seems as if the router is faulty. Could someone from Virgin please contact me. 
thanks

[jbrennand]

Orange light is just a failing 1p LED - nothing to do with your issues - although it could of course be a Hub fault. A VM person will respond here in a few days - so in the meantime...

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it?

[Mr__Bead]

Hi John,

Thanks for the reply.

The only thing connected by ethernet is our old sky HD box which we are using as a set top box to get the basic channels as we no longer have a sky contract. I don't think the ethernet cable is even required for the sky box now but I just connected it up as we had previously had it when the virgin router arrived.

Our router is a Hub 3.0 VMDG505 manufacture by Arris.

[jbrennand]

So can you do the experiment and attach a PC/laptop onto the ethernet cable and see what that does when wifi connections drop? Although it does look as if it might be wifi only

[Beth_G]

Hi Mr_Bead,

Thanks for your post, welcome to the Community Forums!

We're sorry to hear you've been having a few problems with your connection recently. I've taken a look at this end and everything is looking as it should, however from our end it's showing that the Hub has not been restarted within the last 24 days.

Can you please try performing another reboot before we suggest anything else, to rule out the issues stemming from the Hub uptime issue? We'd recommend to keep the Hub switched off at the wall socket for at least 30 seconds before turning back on.

Thanks

[Mr__Bead]

Hi Beth,
The HUB get restarted regularly as its the only way we can get the devices back on the internet when they get disconnected.

I'll do it again now though.

lee

[John_GS]

Hi @Mr__Bead 

Thanks for coming back to the thread, were you able to do the Ethernet test? If so and the issue is purely a WiFi one, please use the Connect App 👉 https://www.virginmedia.com/broadband/connect-app - when installed, you'll be able to do a wireless scan in the property. This will check and identify any coverage blackspots, optimise them where possible and if any Pods are needed, you'll be prompted to order.

Let us know how you get on.

[Mr__Bead]

Hi John,

Since I brought the subject up the wifi has been (semi) behaving itself so I haven't yet had the opportunity to do an ethernet test. My son said his Xbox
I have already done a scan of my house and all rooms where devices get kicked off the internet have strong wifi signals.
When the devices get disconnected from the internet they still have a strong wifi connection. My iphone for example, full wifi signal but wont load any web pages and when I look into the wifi settings its connected to the virgin hub but its has no internet access.

[jbrennand]

Lets see the connection data can you do this...
______________________________________

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 dont log in - just click on the “router status” icon/text at bottom-middle (Hub3) 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 page. 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

[Mr__Bead]

Hi John,

Thanks for the advice, see the info below.

lee

Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 4.6 40 256 qam 32
2 251000000 2.4 40 256 qam 15
3 259000000 1.5 40 256 qam 16
4 267000000 1.5 38 256 qam 17
5 275000000 2.5 40 256 qam 18
6 283000000 3.2 40 256 qam 19
7 291000000 3.7 40 256 qam 20
8 299000000 4.1 40 256 qam 21
9 307000000 4 40 256 qam 22
10 315000000 4.4 40 256 qam 23
11 323000000 4.3 40 256 qam 24
12 331000000 4.8 40 256 qam 25
13 339000000 4.6 40 256 qam 26
14 347000000 5 40 256 qam 27
15 355000000 4.9 40 256 qam 28
16 363000000 4.8 40 256 qam 29
17 371000000 5 40 256 qam 30
18 379000000 5 40 256 qam 31
19 395000000 4 40 256 qam 33
20 403000000 3.4 40 256 qam 34
21 411000000 3.2 40 256 qam 35
22 419000000 3.2 40 256 qam 36
23 523000000 3 40 256 qam 37
24 531000000 2.9 40 256 qam 38


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 40 0
2 Locked 40.3 39 0
3 Locked 40.3 34 0
4 Locked 38.9 32 0
5 Locked 40.3 22 0
6 Locked 40.3 31 0
7 Locked 40.3 38 0
8 Locked 40.3 29 0
9 Locked 40.9 22 0
10 Locked 40.9 29 0
11 Locked 40.3 36 0
12 Locked 40.3 33 0
13 Locked 40.3 36 0
14 Locked 40.9 40 0
15 Locked 40.3 40 0
16 Locked 40.3 55 0
17 Locked 40.9 33 0
18 Locked 40.3 38 0
19 Locked 40.3 24 0
20 Locked 40.3 47 0
21 Locked 40.3 44 0
22 Locked 40.9 41 0
23 Locked 40.3 103 0
24 Locked 40.9 108 0

Upstream

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100026 43 5120 64 qam 2
2 23600000 43 5120 64 qam 5
3 30100000 43 5120 64 qam 4
4 36600000 43 5120 64 qam 3
5 49600012 43 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 3 0
2 ATDMA 0 0 3 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 2 0
5 ATDMA 0 0 0 0

Network Log

Time Priority Description
26/02/2023 15:59:7 critical No Ranging Response received - T3 time-out;CM-

26/02/2023 07:03:30 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;

26/02/2023 07:03:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-

25/02/2023 16:43:20 critical No Ranging Response received - T3 time-out;CM-

25/02/2023 14:06:54 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;

22/02/2023 11:45:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/02/2023 00:21:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;

22/02/2023 00:21:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-

19/02/2023 12:59:7 critical No Ranging Response received - T3 time-out;CM-

18/02/2023 12:21:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/02/2023 12:21:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-

15/02/2023 20:47:32 critical No Ranging Response received - T3 time-out;CM-

15/02/2023 00:21:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;

15/02/2023 00:21:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-

12/02/2023 09:03:12 critical No Ranging Response received - T3 time-out;CM-

11/02/2023 12:21:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;

11/02/2023 12:21:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-

08/02/2023 02:07:43 critical No Ranging Response received - T3 time-out;CM-

08/02/2023 00:21:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;

08/02/2023 00:21:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-