on 15-06-2022 10:21
Hello Community,
We've been experiencing WIFI connection issues for about two months now, were we get disconnected randomly from the WIFI signal and experience random low latency periods.
The house has 5 people, and overall 16 - 17 devices varying between laptops and mobile phones. The plan that we are currently on is M200 Fiber Broadband with the Hub3.0 router.
First time we noticed the issue which was about two months ago, we called virgin and they sent an "engineer" to take a look. Unfortunately, he didn't do much, he just put an insulator on the physical broadband wire connected to the Hub3.0 router and left. We called them again saying we are still experiencing issues, and increased the plan from M100 to M200; to no avail.
We bought a TP-Link Extender and places it downstairs (meanwhile the router is upstairs, near the rooms) but still it wasn't that helpful.
Whenever 3 or more people are working from home at the same time we experience latency issues and some devices get kicked off the network, or show that they are connected with "no internet connection."
I tried forcing the 5 GHz bandwidth on the router and 2.4 GHz on the Extender, changing the WIFI Password, allowing only known devices. But the problem still persists.
The only thing left to do now is to get an external router (like the TP-Link AX3000) and switch the Hub3.0 to modem mode, but I'm not sure if that will fix the problem. I will appreciate any help on the matter.
PS: People that work from home use different types of VPNs, and can experience these issues with the VPN connections or without the VPN connections.
Here are the recent router status data:
Acquired Downstream Channel (Hz) | 659000000 | Locked |
Ranged Upstream Channel (Hz) | 60300000 | Locked |
Provisioning State | Online |
14/06/2022 19:26:11 | notice | LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
14/06/2022 10:03:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
14/06/2022 08:42:12 | notice | LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
13/06/2022 06:58:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
12/06/2022 04:04:19 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdgXXX-bbtXXX-b.cm modified;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
12/06/2022 04:04:19 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
10/06/2022 20:46:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 659000000 | 2.2 | 38 | 256 qam | 32 |
2 | 475000000 | 3.5 | 40 | 256 qam | 9 |
3 | 483000000 | 3.4 | 40 | 256 qam | 10 |
4 | 491000000 | 3.5 | 40 | 256 qam | 11 |
5 | 499000000 | 3.7 | 40 | 256 qam | 12 |
6 | 507000000 | 3.5 | 40 | 256 qam | 13 |
7 | 515000000 | 2.5 | 40 | 256 qam | 14 |
8 | 523000000 | 2.7 | 38 | 256 qam | 15 |
9 | 531000000 | 3.2 | 40 | 256 qam | 16 |
10 | 539000000 | 3.4 | 40 | 256 qam | 17 |
11 | 547000000 | 3 | 40 | 256 qam | 18 |
12 | 555000000 | 2.9 | 40 | 256 qam | 19 |
13 | 563000000 | 2.9 | 40 | 256 qam | 20 |
14 | 571000000 | 3 | 40 | 256 qam | 21 |
15 | 579000000 | 2.2 | 38 | 256 qam | 22 |
16 | 587000000 | 2 | 40 | 256 qam | 23 |
17 | 595000000 | 2.4 | 40 | 256 qam | 24 |
18 | 603000000 | 2.9 | 38 | 256 qam | 25 |
19 | 611000000 | 2.7 | 40 | 256 qam | 26 |
20 | 619000000 | 2 | 37 | 256 qam | 27 |
21 | 627000000 | 1.4 | 38 | 256 qam | 28 |
22 | 635000000 | 1.9 | 38 | 256 qam | 29 |
23 | 643000000 | 2.4 | 38 | 256 qam | 30 |
24 | 651000000 | 2.5 | 38 | 256 qam | 31 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 45.5 | 5120 | 64 qam | 1 |
2 | 39400000 | 44.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 44.5 | 5120 | 64 qam | 3 |
4 | 53700000 | 45 | 5120 | 64 qam | 2 |
on 15-06-2022 10:36
First, paste the rest of the hub3 data, you missed a bit.
Second, set up a Quality monitor form thinkbroadband.
Let it run and once its got at least a days worth of data post the graph here.
If the graph looks good yes a TP-Link AX3000 would most definitely provide a better wifi service.
The rest of the data on you have posted so far looks fine.
on 15-06-2022 10:46
WiFi extenders aren't great to be honest and are best used as a last resort.
If 3 of you are working from home, I would definitely invest in a quality router and use the HUB3 in modem mode.
A good quality router will give you reliable and stable wifi connection and although it's a cost it's well worth it as even if you change provider it will almost certainly be better than what they will provide.
If your using a WiFi extender then range must be a concern for you so maybe consider a mesh system and then you could even provide a wired connection to your home working setup
on 15-06-2022 12:20
on 15-06-2022 20:29
Bits like this.....
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
And....
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.605377 | 0 | 0 |
2 | Locked | 38.605377 | 1 | 0 |
3 | Locked | 38.605377 | 0 | 0 |
4 | Locked | 38.605377 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 38.605377 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.605377 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.605377 | 1 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 38.605377 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 38.983261 | 1 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.983261 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
25 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 38.983261 | 1 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.983261 | 3 | 0 |
29 | Locked | 38.983261 | 2 | 0 |
30 | Locked | 38.605377 | 1 | 0 |
31 | Locked | 38.983261 | 1 | 0 |
on 15-06-2022 20:37
Continuation of Router logs/status as per risc19... I will post the result of the broadband quality monitor tomorrow at 10 - 11 am
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 8 | 0 |
3 | ATDMA | 0 | 0 | 10 | 0 |
4 | ATDMA | 0 | 0 | 5 | 0 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 178147 | 27 |
2 | Locked | 40.3 | 30400 | 45 |
3 | Locked | 40.3 | 32458 | 68 |
4 | Locked | 40.3 | 38375 | 70 |
5 | Locked | 40.9 | 33832 | 24 |
6 | Locked | 40.3 | 46706 | 24 |
7 | Locked | 40.3 | 44478 | 38 |
8 | Locked | 38.9 | 52105 | 47 |
9 | Locked | 40.3 | 51997 | 72 |
10 | Locked | 40.3 | 55776 | 21 |
11 | Locked | 40.3 | 64406 | 28 |
12 | Locked | 40.3 | 66517 | 33 |
13 | Locked | 40.3 | 66352 | 31 |
14 | Locked | 40.3 | 72488 | 30 |
15 | Locked | 38.9 | 85623 | 20 |
16 | Locked | 40.3 | 73844 | 31 |
17 | Locked | 40.3 | 97739 | 39 |
18 | Locked | 38.9 | 100035 | 18 |
19 | Locked | 40.3 | 122862 | 9 |
20 | Locked | 38.6 | 172675 | 29 |
21 | Locked | 38.6 | 183637 | 24 |
22 | Locked | 38.9 | 192354 | 39 |
23 | Locked | 38.9 | 164985 | 19 |
24 | Locked | 38.6 | 188140 | 16 |
on 15-06-2022 21:10
@freezeluiz_ wrote:
The only thing left to do now is to get an external router (like the TP-Link AX3000) and switch the Hub3.0 to modem mode, but I'm not sure if that will fix the problem. I will appreciate any help on the matter.
do that
on 16-06-2022 10:58
The following graph is the thinkbroadband Quality Monitor, as requested. Please help me with the analysis.
16-06-2022 11:20 - edited 16-06-2022 11:21
Ok,
You do have a fair few Post RS Errors, these are errors the hub could not 'fix'.
That's not good but the numbers are cumulative, if you haven't rebooted the hub for a while i wouldn't worry too much.
Switch the hub off wait a minute then back on. This will reset all the counts to zero.
A day later if you have any Post RS Errors I would be a little concerned, and wait here for virgin to get in contact.
If you don't see any more Post RS Errors I would go ahead and buy your new router.
The reason I ask all these questions is I don't like the idea of people spending money on a router when the connection itself is at fault.
It would be like trying to polish a **bleep**.
Good luck to you.
on 17-06-2022 22:14
I restarted the Hub3.0 yesterday I noticed the the "Post RS Errors" went to 0... I was monitoring the numbers frequently and it seems to be all 0's until later in the evening where I noticed these numbers.
PS. I downloaded some games and watched a few videos early in the morning while my housemate was working from home, to put pressure on the network and test limits, I guess.
PS #2. When I learned about the "Post RS Errors" yesterday, I was monitoring the numbers all afternoon before restarting the hub3.0 at 10 pm in the evening, the numbers were solid and did not accumulate. I'm not sure what happened to raise them after I restarted the hub3.0.
I will restart the hub again tonight and keep monitoring the "Post RS Errors" for another 24 hours. If they are more than 0 this time, Virgin will have to send someone, correct?
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300009 | 45 | 5120 | 64 qam | 1 |
2 | 39399998 | 43.5 | 5120 | 64 qam | 4 |
3 | 46200031 | 44.5 | 5120 | 64 qam | 3 |
4 | 53700029 | 44.5 | 5120 | 64 qam | 2 |
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 | 2 | 0 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 659000000 | 2 | 38 | 256 qam | 32 |
2 | 475000000 | 3.7 | 40 | 256 qam | 9 |
3 | 483000000 | 3.5 | 40 | 256 qam | 10 |
4 | 491000000 | 3.5 | 40 | 256 qam | 11 |
5 | 499000000 | 3.7 | 40 | 256 qam | 12 |
6 | 507000000 | 3.5 | 40 | 256 qam | 13 |
7 | 515000000 | 2.7 | 40 | 256 qam | 14 |
8 | 523000000 | 3 | 38 | 256 qam | 15 |
9 | 531000000 | 3.2 | 40 | 256 qam | 16 |
10 | 539000000 | 3.5 | 40 | 256 qam | 17 |
11 | 547000000 | 3 | 40 | 256 qam | 18 |
12 | 555000000 | 2.9 | 40 | 256 qam | 19 |
13 | 563000000 | 2.9 | 40 | 256 qam | 20 |
14 | 571000000 | 3 | 40 | 256 qam | 21 |
15 | 579000000 | 2.2 | 38 | 256 qam | 22 |
16 | 587000000 | 2 | 40 | 256 qam | 23 |
17 | 595000000 | 2.2 | 40 | 256 qam | 24 |
18 | 603000000 | 2.5 | 40 | 256 qam | 25 |
19 | 611000000 | 2.5 | 40 | 256 qam | 26 |
20 | 619000000 | 1.7 | 37 | 256 qam | 27 |
21 | 627000000 | 1.2 | 38 | 256 qam | 28 |
22 | 635000000 | 1.7 | 38 | 256 qam | 29 |
23 | 643000000 | 2 | 38 | 256 qam | 30 |
24 | 651000000 | 2.2 | 38 | 256 qam | 31 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 7272 | 17 |
2 | Locked | 40.9 | 1213 | 0 |
3 | Locked | 40.3 | 1358 | 0 |
4 | Locked | 40.3 | 1540 | 0 |
5 | Locked | 40.3 | 1326 | 0 |
6 | Locked | 40.9 | 1925 | 0 |
7 | Locked | 40.3 | 1868 | 15 |
8 | Locked | 38.9 | 2083 | 42 |
9 | Locked | 40.3 | 2082 | 40 |
10 | Locked | 40.3 | 2267 | 4 |
11 | Locked | 40.3 | 2613 | 18 |
12 | Locked | 40.9 | 2736 | 37 |
13 | Locked | 40.9 | 2674 | 39 |
14 | Locked | 40.3 | 2880 | 39 |
15 | Locked | 38.9 | 3538 | 32 |
16 | Locked | 40.3 | 3113 | 35 |
17 | Locked | 40.3 | 3997 | 34 |
18 | Locked | 40.3 | 4119 | 35 |
19 | Locked | 40.3 | 4888 | 32 |
20 | Locked | 38.6 | 7667 | 37 |
21 | Locked | 38.6 | 7586 | 39 |
22 | Locked | 38.9 | 8002 | 28 |
23 | Locked | 38.9 | 6783 | 6 |
24 | Locked | 38.6 | 7772 | 0 |