Hub3 & MS Teams calls & Wifi

[davidjp81]

Afternoon,

I have had this problem for a while but it needs to be resolved please! I was speaking to a friend who also has virgin and had the same issue and it is supposedly a known issue with the Hub3 (his issue was resolved with a hub5

When im on teams calls for work - doesnt matter if its Wireless or Ethernet connected (No VPNs) every few minutes the internet will cut out and then a few seconds later it will come back and then say i have poor signal (i have ran tracert pings on multiple machines and watched the connection cut out on everything). This has been happening for as long as i can remember, on 20th Oct 2022, i applied for the Super Hub 6 deal, and did not ever hear back on this as was hoping that would solve the issue if i got a new hub.

The Wifi is not great around the house, it often cuts out and says no internet and then comes back online, or when im streaming the picture will go massively pixelated for about 30 seconds then come back to normal.

I tried using the Virgin connect app but it doesnt pick up the Hub3 at all so cant do any Wifi tests in other rooms.

This has been driving me crazy!

Please Help

Thanks

David

[Client62]

WiFi coverage is so poor there are issues on video conference calls and on TV streaming.

Solving the WiFi coverage issues sounds to be the place to start.

Add a WiFi analyser app to your phone from the App Store / Play Store - this will help to reveal the black spots.

Don't waste time on the idea of a different Hub, if it sits in the same place the next Hub will have the same coverage.

[davidjp81]

VM are still having issues with heavy UDP usage on the Hub 3 and 4 causing packets to drop.

Users who had the issue on Hub3 have reported the Broadcom based Hub 5 has no issues.

https://community.virginmedia.com/t5/Speed/UDP-issues-on-SuperHub3-collective-thread/td-p/4382720/pa...

I get this issue on my work laptop when it is hardwired to ethernet so its not the Wi-Fi causing the calls to drop..

[Client62]

This is the Hub 5 from a customer that has one ...

https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-5-WiFi-DHCP-issues/td-p/5247443

[davidjp81]

i think he is talking about a different issue in terms of DHCP connections dropping - im hoping someone can check my router from virgin and see if they spot any errors

Thanks

[jbrennand]

Have you tried putting the VM Hub into modem mode and using your own wireless router?

[davidjp81]

i dont have a wireless router do do that

[jbrennand]

Worth a punt... £40-60 gets a decent introductory TP-Link wireless router

But first can we see if there are any connection/network issues - 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

[davidjp81]

Thanks here are the router logs:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 3.2 40 256 qam 25
2 203000000 1.7 38 256 qam 9
3 211000000 2 38 256 qam 10
4 219000000 1.9 38 256 qam 11
5 227000000 2 38 256 qam 12
6 235000000 1.9 38 256 qam 13
7 243000000 1.9 38 256 qam 14
8 251000000 1.7 38 256 qam 15
9 259000000 1.7 38 256 qam 16
10 267000000 2.2 38 256 qam 17
11 275000000 2.4 40 256 qam 18
12 283000000 2.5 38 256 qam 19
13 291000000 2.7 38 256 qam 20
14 299000000 3.4 38 256 qam 21
15 307000000 2.9 40 256 qam 22
16 315000000 2.9 40 256 qam 23
17 323000000 3 38 256 qam 24
18 339000000 2.9 38 256 qam 26
19 347000000 2.9 40 256 qam 27
20 355000000 2.9 40 256 qam 28
21 363000000 3 40 256 qam 29
22 371000000 2.7 40 256 qam 30
23 379000000 3.2 40 256 qam 31
24 387000000 3 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 24 0
2 Locked 38.9 18 0
3 Locked 38.9 13 0
4 Locked 38.6 17 0
5 Locked 38.9 10 0
6 Locked 38.6 17 0
7 Locked 38.9 18 0
8 Locked 38.9 26 0
9 Locked 38.9 20 0
10 Locked 38.9 17 0
11 Locked 40.3 9 0
12 Locked 38.9 11 0
13 Locked 38.9 12 0
14 Locked 38.9 19 0
15 Locked 40.9 14 0
16 Locked 40.3 18 0
17 Locked 38.9 25 0
18 Locked 38.9 21 0
19 Locked 40.3 15 0
20 Locked 40.3 10 0
21 Locked 40.3 7 0
22 Locked 40.3 14 0
23 Locked 40.3 10 0
24 Locked 40.3 8 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 44.3 5120 64 qam 1
2 23600000 43.5 5120 64 qam 5
3 43100000 44.3 5120 64 qam 2
4 30100000 44 5120 64 qam 4
5 36600000 44 5120 64 qam 3

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

Network Log
Time Priority Description
07/02/2023 12:18:58 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 12:14:24 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=4b;CMTS-MAC=006;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=46:bb;CMTS-MAC=00:66;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 18:01:40 notice SW download Successful - Via Config file
06/02/2023 17:58:31 notice SW Download INIT - Via Config file
01/01/1970 00:01:41 critical No Ranging Response received - T3 time-out;CM-MAC=4b;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 15:23:33 notice LAN login Success;CM-MAC=4;CMTS-MAC=06;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41 critical No Ranging Response received - T3 time-out;CM-MAC=48:bb;CMTS-MAC=006;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 14:42:39 notice LAN login Success;CM-MAC=48:db;CMTS-MAC=00:016;CM-QOS=1.1;CM-VER=3.0;
04/02/2023 12:29:47 critical No Ranging Response received - T3 time-out;CM-MAC=48b;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 23:35:19 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=48:d;CMTS-MAC=00:01:5;CM-QOS=1.1;CM-VER=3.0;
01/02/2023 01:18:16 critical No Ranging Response received - T3 time-out;CM-MAC=48:db;CMTS-MAC=00:06;CM-QOS=1.1;CM-VER=3.0;
31/01/2023 11:35:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=48:d3b;CMTS-MAC=00:01:5cM-QOS=1.1;CM-VER=3.0;
28/01/2023 17:12:53 critical No Ranging Response received - T3 time-out;CM-MAC=48:d;CMTS-MAC=66;CM-QOS=1.1;CM-VER=3.0;
27/01/2023 23:35:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=48:d;CMTS-MAC=00:0;CM-QOS=1.1;CM-VER=3.0;
24/01/2023 19:50:47 critical No Ranging Response received - T3 time-out;CM-MAC=48:db;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;
24/01/2023 11:35:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=48:b;CMTS-MAC=00:01:56;CM-QOS=1.1;CM-VER=3.0;
22/01/2023 03:52:44 critical No Ranging Response received - T3 time-out;CM-MAC=48:db;CMTS-MAC=00:01:5;CM-QOS=1.1;CM-VER=3.0;
22/01/2023 01:28:56 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=4b;CMTS-MAC=06;CM-QOS=1.1;CM-VER=3.0;
21/01/2023 14:48:8 critical No Ranging Response received - T3 time-out;CM-MAC=48:db;CMTS-MAC=00:01:;CM-QOS=1.1;CM-VER=3.0;

i have only just set up the broadband monitor here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b75e0e0ccbf93c568faf88e9b4e680c381...

Thanks!

[jbrennand]

All those Hub stats look fine to me. Emerging BQM is building up now - will need 24h for a full picture - but looks ok so far.

Also what package are you on - is it a "Volt" or "Ultimate Oomph" one ? If so you quaklify for free wifi Pods - https://www.virginmedia.com/wifi-max