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freezeluiz_
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[Important] Hub 3 WiFi Connection Issues

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 19:26:11noticeLAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
14/06/2022 10:03:36criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
14/06/2022 08:42:12noticeLAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 06:58:11criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 04:04:19noticeDHCP 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 04:04:19ErrorDHCP 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 20:46:44criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

16590000002.238256 qam32
24750000003.540256 qam9
34830000003.440256 qam10
44910000003.540256 qam11
54990000003.740256 qam12
65070000003.540256 qam13
75150000002.540256 qam14
85230000002.738256 qam15
95310000003.240256 qam16
105390000003.440256 qam17
11547000000340256 qam18
125550000002.940256 qam19
135630000002.940256 qam20
14571000000340256 qam21
155790000002.238256 qam22
16587000000240256 qam23
175950000002.440256 qam24
186030000002.938256 qam25
196110000002.740256 qam26
20619000000237256 qam27
216270000001.438256 qam28
226350000001.938256 qam29
236430000002.438256 qam30
246510000002.538256 qam31

 

Upstream bonded channels

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

16030000045.5512064 qam1
23940000044.5512064 qam4
34620000044.5512064 qam3
45370000045512064 qam2
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risc19
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Message 2 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

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.

My Broadband Ping - Gig1 Modem mode
Luke9
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Message 3 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

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 

freezeluiz_
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Message 4 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

Thanks for the tip on setting up a Quality monitor. The monitor is running now.

What other data of the hub3 should I post?
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risc19
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Re: [Important] Hub 3 WiFi Connection Issues

Bits like this.....

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA000

0

 

 

And....

 

3.0 Downstream channels

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

1Locked38.60537700
2Locked38.60537710
3Locked38.60537700
4Locked38.60537700
5Locked38.60537700
6Locked38.98326100
7Locked38.98326100
8Locked38.60537700
9Locked38.60537700
10Locked38.60537700
11Locked38.60537700
12Locked38.60537700
13Locked38.60537710
14Locked38.98326100
15Locked38.60537700
16Locked38.98326100
17Locked40.36628700
18Locked38.98326110
19Locked38.98326100
20Locked38.98326100
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked40.36628700
25Locked38.98326100
26Locked38.98326110
27Locked38.60537700
28Locked38.98326130
29Locked38.98326120
30Locked38.60537710
31Locked38.98326110

 

My Broadband Ping - Gig1 Modem mode
freezeluiz_
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Message 6 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

Continuation of Router logs/status as per risc19... I will post the result of the broadband quality monitor tomorrow at 10 - 11 am

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0080
3ATDMA00100
4ATDMA0050



Downstream bonded channels

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

1Locked38.917814727
2Locked40.33040045
3Locked40.33245868
4Locked40.33837570
5Locked40.93383224
6Locked40.34670624
7Locked40.34447838
8Locked38.95210547
9Locked40.35199772
10Locked40.35577621
11Locked40.36440628
12Locked40.36651733
13Locked40.36635231
14Locked40.37248830
15Locked38.98562320
16Locked40.37384431
17Locked40.39773939
18Locked38.910003518
19Locked40.31228629
20Locked38.617267529
21Locked38.618363724
22Locked38.919235439
23Locked38.916498519
24Locked38.618814016
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legacy1
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Message 7 of 13
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Re: [Important] Hub 3 WiFi Connection Issues


@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

---------------------------------------------------------------
freezeluiz_
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Message 8 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

The following graph is the thinkbroadband Quality Monitor, as requested. Please help me with the analysis.

 

 

My Broadband Ping

My Broadband Ping - My VM Home Broadband Connection

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risc19
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Message 9 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

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.

My Broadband Ping - Gig1 Modem mode
freezeluiz_
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Message 10 of 13
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Re: [Important] Hub 3 WiFi Connection Issues

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?

Upstream bonded channels

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

16030000945512064 qam1
23939999843.5512064 qam4
34620003144.5512064 qam3
45370002944.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0020

Downstream bonded channels

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

1659000000238256 qam32
24750000003.740256 qam9
34830000003.540256 qam10
44910000003.540256 qam11
54990000003.740256 qam12
65070000003.540256 qam13
75150000002.740256 qam14
8523000000338256 qam15
95310000003.240256 qam16
105390000003.540256 qam17
11547000000340256 qam18
125550000002.940256 qam19
135630000002.940256 qam20
14571000000340256 qam21
155790000002.238256 qam22
16587000000240256 qam23
175950000002.240256 qam24
186030000002.540256 qam25
196110000002.540256 qam26
206190000001.737256 qam27
216270000001.238256 qam28
226350000001.738256 qam29
23643000000238256 qam30
246510000002.238256 qam31



Downstream bonded channels

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

1Locked38.9727217
2Locked40.912130
3Locked40.313580
4Locked40.315400
5Locked40.313260
6Locked40.919250
7Locked40.3186815
8Locked38.9208342
9Locked40.3208240
10Locked40.322674
11Locked40.3261318
12Locked40.9273637
13Locked40.9267439
14Locked40.3288039
15Locked38.9353832
16Locked40.3311335
17Locked40.3399734
18Locked40.3411935
19Locked40.3488832
20Locked38.6766737
21Locked38.6758639
22Locked38.9800228
23Locked38.967836
24Locked38.677720

 

 

 

My Broadband Ping - My VM Home Broadband Connection

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