Virgin Media Community

[twitch007]

Hi,

Having an issue with some wireless devices saying they are connected but have no internet access whilst having a mostly full signal. No issues with weird connections. Could be a coincidence but this issue has arisen at the same time I received an email confirming my WiFi has been upgraded to intelligent WiFi...

I have used the online test and no issues where found, I have also factory reset the router but this made no difference. Resetting the router send to work for a short period (mins, <1hr) then repeats.

Could it be my hub is faulty? 

Thanks for reading this,

Antony

Many thanks for reading this

[legacy1]

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@twitch007 wrote:

Could it be my hub is faulty? 

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Most likely bad firmware with bugs that VM just push out without testing or did not listen to feed bad by tests.

luckily the modem mode code works mostly ok so you can get your own router with 1Gb ports.

[Andruser]

If the devices have a strong wifi signal but no internet connection, then a distinctly possible cause is a faulty broadband connection.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

[g0akc]

The OP said no issues with weird connections (presume they mean wired) so presumably the internet connection to the hub is OK....

[Andruser]

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@g0akc wrote:

The OP said no issues with weird connections (presume they mean wired) so presumably the internet connection to the hub is OK....

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They did say that, but it doesn't do any harm to check, does it?  I've previously come across users reporting wifi-only problems that turn out to be broadband issues that affect ethernet as well, but simply haven't been observed.  If the hub status is good, then it gives a whole lot more confidence should we move on to a stage where we start recommending that they have to consider splashing a hundred quid on a router or mesh system.  

[twitch007]

Thanks for your help, Andruser. Logs as follows:

Downstream bonded channels

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

1	202750000	-2	38	256 qam	9
2	138750000	-0.5	38	256 qam	1
3	146750000	-0.9	38	256 qam	2
4	154750000	-1.2	38	256 qam	3
5	162750000	-1.7	38	256 qam	4
6	170750000	-2	38	256 qam	5
7	178750000	-2.4	38	256 qam	6
8	186750000	-2.4	37	256 qam	7
9	194750000	-2.2	38	256 qam	8
10	210750000	-1.7	38	256 qam	10
11	218750000	-1.4	38	256 qam	11
12	226750000	-1.2	38	256 qam	12
13	234750000	-0.9	38	256 qam	13
14	242750000	-1	38	256 qam	14
15	250750000	-1	38	256 qam	15
16	258750000	-1	38	256 qam	16
17	266750000	-0.7	38	256 qam	17
18	274750000	-0.7	38	256 qam	18
19	282750000	-0.2	38	256 qam	19
20	290750000	-0.2	38	256 qam	20
21	298750000	0	38	256 qam	21
22	306750000	0	38	256 qam	22
23	314750000	-0.2	38	256 qam	23
24	322750000	-0.2	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	8	0
2	Locked	38.6	14	0
3	Locked	38.6	30	0
4	Locked	38.6	15	0
5	Locked	38.6	15	0
6	Locked	38.6	14	0
7	Locked	38.6	8	0
8	Locked	37.6	8	0
9	Locked	38.2	13	0
10	Locked	38.6	11	0
11	Locked	38.6	34	0
12	Locked	38.6	12	0
13	Locked	38.6	7	0
14	Locked	38.9	18	0
15	Locked	38.6	22	0
16	Locked	38.6	15	0
17	Locked	38.6	18	0
18	Locked	38.6	21	0
19	Locked	38.6	23	0
20	Locked	38.9	25	0
21	Locked	38.6	35	0
22	Locked	38.6	53	0
23	Locked	38.6	58	0
24	Locked	38.6	31	0

Upstream bonded channels

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

1	39400000	47.3	5120	64 qam	4
2	46200000	47.3	5120	64 qam	3
3	60300000	47.8	5120	64 qam	1
4	53699985	47.3	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[twitch007]

Network Log

Time Priority Description

20/02/2021 00:23:10	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 13:53:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 03:01:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 19:02:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 15:01:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 11:41:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 03:03:38	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:43:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:43:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:43:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:43:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:42:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:42:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:41:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:41:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:41:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:41:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:39:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:39:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 13:41:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[twitch007]

Damn predictive text - wired of course, not weird!

[twitch007]

Hub 3 btw...

[twitch007]

I'm pretty sure that my previous 2.4GHz and 5GHz APs were separately listed but now are no longer - could this be the issue, VM Intelligent WiFi has merged these together and is trying (unsuccessfully) to manage the frequencies for me?