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Intermittent WiFi - no internet connection

Help - over last week continually getting No Internet Connection on Wifi, but every so often it seems to work. However wired connection is fine. It happens on up to 3 smart phones, so convinced that it is a vurgin issue. Have tried restarting, then resetting, several times. Have checked status on app and no broadband issue. However when phone helpdesk get a recorded message that there are intermittent brosdband issues in my area. Continued and allowed helpdesk to send a test signal - at same time was asked to give a mobile number that a link to a live chat would be sent. No improvement after test signal and no text sent. Tried again and this time advised to try virginmedia.com/faults - oh and again asked for mobile number to send me a trxt with link. Yet again no text message and when tried the “faults” site got an error message that something is wrong at their end and to try the status functionality on the app!! Meanwhile my data is almost used up!!!!!!! 

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Alessandro Volta
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Message 2 of 12
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Re: Intermittent WiFi - no internet connection

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Intermittent WiFi - no internet connection

Mike

Thanks for your response. I am not the most tech savvy and busy at work so have waited until today to have free time to follow your request. I have also spent hours trying to contact Virgin to no avail. Below is the link that I have copied. I hope I have allowed the Ping - I tried following the instructions in thinkbroadband on how to do this for the Hub, but the final screen I got to under Advanced Settings/Ping did not have the wording that was stated in the guidance.

My BQM 

I am about to follow the rest of your instructions.

Tony

 

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Re: Intermittent WiFi - no internet connection

Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 9 36 256 qam 30
2 202750000 10.1 37 256 qam 9
3 210750000 9.5 37 256 qam 10
4 218750000 9.5 37 256 qam 11
5 226750000 9.5 37 256 qam 12
6 234750000 9.3 37 256 qam 13
7 242750000 9 37 256 qam 14
8 250750000 8.6 37 256 qam 15
9 258750000 9 37 256 qam 16
10 266750000 9.9 37 256 qam 17
11 274750000 9.6 37 256 qam 18
12 282750000 10 37 256 qam 19
13 290750000 10 37 256 qam 20
14 298750000 9.6 37 256 qam 21
15 306750000 9.5 37 256 qam 22
16 314750000 9 37 256 qam 23
17 322750000 8.9 36 256 qam 24
18 330750000 9.5 37 256 qam 25
19 370750000 7 36 256 qam 26
20 378750000 8.4 36 256 qam 27
21 386750000 9 36 256 qam 28
22 394750000 9 36 256 qam 29
23 410750000 8.1 36 256 qam 31
24 418750000 8.1 36 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.3 71 0
2 Locked 37.6 70 12
3 Locked 37.6 70 12
4 Locked 37.6 52 20
5 Locked 37.3 27 43
6 Locked 37.6 36 93
7 Locked 37.3 63 8
8 Locked 37.6 69 0
9 Locked 37.6 36 18
10 Locked 37.3 55 9
11 Locked 37.3 71 19
12 Locked 37.6 47 13
13 Locked 37.3 34 12
14 Locked 37.6 43 0
15 Locked 37.3 54 13
16 Locked 37.3 79 12
17 Locked 36.6 71 12
18 Locked 37.3 46 54
19 Locked 36.6 152 22
20 Locked 36.6 102 28
21 Locked 36.3 108 123
22 Locked 36.6 64 50
23 Locked 36.3 65 0
24 Locked 36.3 68 0
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Re: Intermittent WiFi - no internet connection

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300222 4.35 5120 64 qam 1
2 39399927 4.275 5120 64 qam 4
3 46199820 4.3 5120 64 qam 3
4 53700553 4.35 5120 64 qam 2


Upstream bonded channels
Channel 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
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Re: Intermittent WiFi - no internet connection

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm


Primary Downstream Service Flow
SFID 197210
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 197209
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
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Re: Intermittent WiFi - no internet connection

Network Log
Time Priority Description
07/11/2020 17:12:53 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 17:09:17 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:48:25 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 12:55:16 notice SW download Successful - Via Config file
07/11/2020 12:53:18 notice SW Download INIT - Via Config file
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 04:40:22 notice SW download Successful - Via NMS
04/11/2020 04:38:35 notice SW Download INIT - Via NMS
27/10/2020 17:14:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 14:46:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 16:34:30 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 13:16:21 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 11:25:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 09:58:16 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 08:47:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 14:09:44 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 13:35:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 13:19:10 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 13:30:13 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 01:19:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent WiFi - no internet connection

The BQM is working.

Several of your Downstream Power Levels are too high (+10dBmV max)

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Intermittent WiFi - no internet connection

Mike

I hope I have copied and sent you the information for Downstream, Upstream, Configuration and Network log as separate posts, however I cannot see them. Let me know if you cannot see them and I will try to post again.

 

Tony

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Re: Intermittent WiFi - no internet connection

Mike

Thanks for this. If I do manage to get through to a call handler, what should I say to them?
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