Virgin Media Community

[Robmariawest]

I have been getting intermittent dropouts (every now and then wifi randomly stops for a minute) multiple times in the last few months and it has been affecting my work massively. One day the wifi is perfectly fine, the other it drops out multiple times. I have tried every single troubleshooting step by virgin media and it hasn't helped. Thanks, Nathan

[razvanbolog]

i think virgin is trying to dodge the fact that their systems are barely keeping up with the pace. i also have same problem like you, drop outs after drop outs, they even sent me a tehnician that changed my cables and factory reseted my hub 3 but i still have the same problem...they keep telling me to reset and restart the hub like i havent done that million times already. kinda joke to be fair.

[Robmariawest]

Here are the Downstream, Upstream and Network Log tables if this helps.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 266750000 -2.9 38 256 qam 17
2 274750000 -2.5 38 256 qam 18
3 282750000 -2.2 38 256 qam 19
4 290750000 -2 38 256 qam 20
5 298750000 -1 38 256 qam 21
6 306750000 -0.5 38 256 qam 22
7 314750000 -1 38 256 qam 23
8 322750000 -1.7 38 256 qam 24
9 330750000 -2 38 256 qam 25
10 370750000 -3.2 38 256 qam 26
11 378750000 -3.7 38 256 qam 27
12 386750000 -4 38 256 qam 28
13 394750000 -4 38 256 qam 29
14 402750000 -4.5 38 256 qam 30
15 410750000 -4.5 38 256 qam 31
16 418750000 -4.5 38 256 qam 32
17 426750000 -4.4 38 256 qam 33
18 434750000 -4.5 38 256 qam 34
19 442750000 -4.9 38 256 qam 35
20 450750000 -5.2 38 256 qam 36
21 458750000 -4.5 38 256 qam 37
22 466750000 -4 38 256 qam 38
23 474750000 -3.5 38 256 qam 39
24 482750000 -3.2 38 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 50 0
2 Locked 38.6 18 0
3 Locked 38.9 21 0
4 Locked 38.9 40 0
5 Locked 38.6 46 0
6 Locked 38.6 31 0
7 Locked 38.9 26 0
8 Locked 38.9 22 0
9 Locked 38.9 121 0
10 Locked 38.6 50 0
11 Locked 38.6 24 0
12 Locked 38.9 30 0
13 Locked 38.6 17 0
14 Locked 38.6 35 0
15 Locked 38.6 67 0
16 Locked 38.6 35 0
17 Locked 38.6 27 0
18 Locked 38.9 19 0
19 Locked 38.6 42 0
20 Locked 38.6 55 0
21 Locked 38.6 39 0
22 Locked 38.6 47 0
23 Locked 38.6 43 0
24 Locked 38.6 32 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299995 46 5120 64 qam 1
2 53700000 45.8 5120 64 qam 2
3 39400000 45.5 5120 64 qam 4
4 46200000 45.5 5120 64 qam 3

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

Network Log
Time Priority Description
09/02/2021 13:35:28 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 02:00:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 10:10:42 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:02:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**:bd;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 14:37:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 23:41:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 08:45:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 11:41:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=0**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 10:51:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 23:41:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 10:46:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 19:59:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 11:41:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 01:45:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:41:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 07:06:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:10:19 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 20:06:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Stats look ok - you could add a BQM as per below. But is the issue just on wifi connections? What happens on ethernet cable connections at the time of the wifi dropouts - do they remain stable and connected? Also what are the various Hub lights showing/doing at these times?

_________________

if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

[aoifecliff2]

I’m blue in the face from complaining about the same thing and getting nowhere. I’m on dropped connection 2 of the day and will have at least 2 more before the day is out. When it is working, I often have to use my mobile internet because it buffers so much. Customer Service is neither use nor ornament, except when it comes to trying to up-sell me something I don’t need, where they’re great. They don’t seem to have any interest in resolving this issue if the number of outstanding complaints on here and Twitter are anything to go by. I’ll be jumping ship if it’s not addressed quick smart. 

[Robmariawest]

Yes most of the time it affects all devices, even ethernet. And all lights on the hub stay the same. I will try the BQM now and will report info later.

[razvanbolog]

my bqm stats look like this and they keep telling me to reboot the router xD

https://www.thinkbroadband.com/broadband/monitoring/quality/share/50f5ae383eab6a748829f2b56ac56230f90cef1b

[Robmariawest]

I will post BQM next time wifi goes down

[Robmariawest]

The wifi hasn't gone down yet today but here is the BQM graph, is there anyhting here that is out of the ordinary at the moment?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e9bafbd5c581e7819454afd651f77dc6c1...

[jbrennand]

just a few dropped packets. Note that wifi "only" drops wont show - its only the hub connection to the network that is being pinged so you will see those on wired connections