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Intermittent WiFi across the house

kteirvine
Dialled in

I have problems with the WiFi all over the house except the room my Hub 3 router's in.

1) I got a new custom built Windows 11 Desktop with WiFi 6 on Monday. The WiFi speed on my old desktop  was slow, but nothing like as slow as this. The Hub 3 is downstairs at the front of the house (2-bed semi built in 1960) and the PC is upstairs at the back of the house in the spare room. I realise that because of the PC's location it should be on 2.4 Ghz, but I usually have to switch between 2.4 & 5 Ghz signals as one can just stop working when I get the "Connected without Internet" message. I was hoping that the new PC's WiFi signal strength would be improved. Is the technology between the PC and the Hub 3 causing compatibility issues?

I have a WiFi Pod located in the hallway, directly through the wall from the Desktop.

2) The dropout in this room also affects my mobile phone (one year old Samsung Galaxy A53 5G) and WiFi only iPad Pro. I've just had my phone drop out of 5Ghz WiFi and in to 4G, then in to 2.4 Ghz. The 5Ghz network's not even showing! 

3) Downstairs in the kitchen, directly through the wall from the livingroom and immediately below the spare room, my WiFi signal frequently stops working altogether and completely freezes. I can only get it going again by moving to the threshold between the two rooms or switching to 4G, not at all handy if I'm trying to follow a recipe. This happens with both my phone and iPad Pro. 

4) Upstairs in the main bedroom, directly above the living room, the signal is usually OK on my phone and iPad Pro, but can occasionally stop or go much slower than usual.

5) In the dining room, in an extension on the side of house, I have a second WiFi Pod. The signal is generally OK, but can occasionally stop or go much slower than usual.

6) We have master and slave TV360 boxes in the living room and main bedroom. I have to reboot the TV360 box in the living room at least a couple of times a week, most weeks. Sometimes it needs a reboot a couple of times a night! That only shows up when I go in to the TV360 menu to watch something recorded or on an app. I don't know if this issue is connected to above.

In my next comment I've attached the logs from the Downstream, Upstream and Network tabs on the Hub 3 page below, as this message was too big to include them. Does anyone have some advice or assistance please?

1 ACCEPTED SOLUTION

Accepted Solutions

Engineer just away. She advised the Hub 3 was not compatible with new Desktop PC, which is WiFi 6, so a new Hub5 was installed. Speed test taken on PC at the end of last week was recording 9.67 Mbps. Instant improvement as that's now recording 10 times that at 95.8 Mbps.

Downstairs in the kitchen, we now have our third WiFi Pod, which will take an hour or so to kick in. I mentioned to her about interference from the microwave and she said that was usually only an issue with older microwaves. Ours is 5 years old and she said it shouldn't cause any problems with the new WiFi Pod. 

She explained that because TV360 runs entirely on WiFi that's why we were noticing the dropouts more often. With the new Hub 5 that should vastly improve.

In general she said that the Hub 5 will improve the range across the entire house. So happy bunnies! 

See where this Helpful Answer was posted

8 REPLIES 8

kteirvine
Dialled in

I've attached the logs from the Downstream and Upstream Network tabs on the Hub 3 page below, as this message was too big to include them. Network Tab log to follow for the same reason.

 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1355000000-0.238256 qam28
22030000000.538256 qam9
32110000000.238256 qam10
4219000000040256 qam11
5227000000-0.438256 qam12
6235000000-0.938256 qam13
7243000000-2.238256 qam14
8251000000-3.537256 qam15
9259000000-0.538256 qam16
102670000000.538256 qam17
112750000000.738256 qam18
12283000000140256 qam19
132910000001.240256 qam20
142990000001.438256 qam21
153070000001.440256 qam22
163150000001.740256 qam23
173230000001.738256 qam24
183310000001.538256 qam25
19339000000138256 qam26
203470000000.538256 qam27
21363000000038256 qam29
22371000000038256 qam30
23379000000038256 qam31
24387000000040256 qam32
 
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14960002644.5512064 qam9
22359998644.5512064 qam13
33010000044.5512064 qam12
43660001444.5512064 qam11
54310001944.5512064 qam10
 

Primary Downstream Service Flow

SFID1194
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0

Primary Upstream Service Flow

SFID1193
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

kteirvine
Dialled in

And lastly the Network tab log!

Network Log

Time Priority Description
19/08/2023 10:19:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 07:30:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:59:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:59:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2023 11:19:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2023 06:11:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2023 06:11:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 19:29:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 18:11:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 18:11:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2023 06:11:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2023 06:11:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2023 23:01:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2023 18:11:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2023 18:11:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2023 23:10:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2023 23:10:31Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2023 23:08:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2023 22:59:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2023 22:59:18Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Client62
Legend

Invest in a suitable solution with Wireless Access Points or a Wi-Fi Mesh capable of providing the required level of Wi-Fi coverage.

Any suggestions for that? And idea of cost? I had a chat this morning with Virgin and they're sending an Engineer out on Tuesday to check the connections, along with a 3rd WiFi Pod and Hub 5.

Engineer just away. She advised the Hub 3 was not compatible with new Desktop PC, which is WiFi 6, so a new Hub5 was installed. Speed test taken on PC at the end of last week was recording 9.67 Mbps. Instant improvement as that's now recording 10 times that at 95.8 Mbps.

Downstairs in the kitchen, we now have our third WiFi Pod, which will take an hour or so to kick in. I mentioned to her about interference from the microwave and she said that was usually only an issue with older microwaves. Ours is 5 years old and she said it shouldn't cause any problems with the new WiFi Pod. 

She explained that because TV360 runs entirely on WiFi that's why we were noticing the dropouts more often. With the new Hub 5 that should vastly improve.

In general she said that the Hub 5 will improve the range across the entire house. So happy bunnies! 

Excellent news @kteirvine, and thanks for the update.

Do feel free to keep us updated with how the service performs and we'll be on hand to assist further if this is required.

Thanks,

David_Bn

D77
Joining in

I have same problem wish I hadn’t moved from Sky, how do you manage to speak to any advisor 🤷🏻‍♂️

kteirvine
Dialled in

I just did it via WhatsApp (07305 327112). I hate using that, but it's the best way to contact them. Plus, as long as you've set WhatsApp up to retain all texts and not auto delete them after 7 days, it gives you a record of what's been said!