[Important] Hub 3 WiFi Connection Issues

[freezeluiz_]

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;

Downstream bonded channels

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

Upstream bonded channels

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

[freezeluiz_]

Update.

After restarting the hub3 for the second time and waiting for another 24 hours, I currently do not see any Post RS errors, I guess the next course of action is getting a decent router and hope for the best.


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 9460 0
2 Locked 40.3 1627 0
3 Locked 40.3 1716 0
4 Locked 40.3 2094 0
5 Locked 40.3 1781 0
6 Locked 40.3 2485 0
7 Locked 40.9 2382 0
8 Locked 38.9 2693 0
9 Locked 40.3 2732 0
10 Locked 40.3 2956 0
11 Locked 40.3 3373 0
12 Locked 40.3 3695 0
13 Locked 40.9 3355 0
14 Locked 40.3 3787 0
15 Locked 40.3 4567 0
16 Locked 40.3 4042 0
17 Locked 40.3 5153 0
18 Locked 38.9 5445 0
19 Locked 40.3 6565 0
20 Locked 38.9 9005 0
21 Locked 38.6 9621 0
22 Locked 38.9 10654 0
23 Locked 38.9 8735 0
24 Locked 38.9 10113 0

[risc19]

That’s looking better, with virgin you always have to hope for the best. At least now you know what to keep an eye on in the future.

Do you have your eyes on any specific routers?

Any specific requirements? Mesh? Wifi6?

We are happy to help if you need us. 

[freezeluiz_]

Well, I was looking at the TPLink AX3000 WiFi6. The house isn't that big, so I think a Mesh system will be overkill; I could be wrong. 

There is however a a very old laptop in the house, probably uses old 802.11 standards, Im thinking of forcing that device to the 2.4 GHz coming from the extender rather than let it go to the router directly. Unless of course there wont be any problem for that device to connect to the new router.