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Intermittent WiFi on all devices - ongoing for months

Hi there

I've had issues with intermittent connectivity for the whole of lockdown and since our Virgin Media was installed in September 2019.  We have been working around this by using direct access cables for laptops and the TV and living with the terrible connection on phones.  Lockdown has made this impossible and I have been cut off client calls countless times!

I think I need technical support but having been on hold to customer service for 45 minutes and they then cut the line, I am hoping someone from the Virgin Media forum team will pick this up. 

Here are the results from my Hub log:

Network Log

Time Priority Description

08/06/2020 10:32:37Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 23:10:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 06:46:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 02:49:55ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 00:26:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 15:01:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 14:35:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 23:16:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:45:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:45:4Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:40:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:40:17Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:34:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:34:29Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:29:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:29:33Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:23:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:23:31Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:18:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 03:18:2Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Any help woudl be greatly appreciated as I'm clearly not getting any help from Virgin Media!

Thanks

ss892

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Alessandro Volta
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Re: Intermittent WiFi on all devices - ongoing for months

So it’s wireless connections only dropping our?


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Message 3 of 10
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Re: Intermittent WiFi on all devices - ongoing for months

Yes exactly Gary - seems to be just the wireless connections

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Re: Intermittent WiFi on all devices - ongoing for months

Sorry - Alessandro!
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Re: Intermittent WiFi on all devices - ongoing for months

Here are the other logs:

Downstream bonded channels

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

1402750000-2.738256 qam25
21867500001.740256 qam7
31947500001.240256 qam8
4202750000140256 qam9
52107500000.740256 qam10
62187500000.240256 qam11
7226750000040256 qam12
8234750000040256 qam13
9242750000-0.240256 qam14
10250750000-0.440256 qam15
11258750000-0.540256 qam16
12266750000-0.540256 qam17
13274750000-0.740256 qam18
14282750000-0.740256 qam19
15290750000-138256 qam20
16298750000-138256 qam21
17306750000-1.440256 qam22
18314750000-1.538256 qam23
19322750000-1.538256 qam24
20410750000-2.738256 qam26
21418750000-338256 qam27
22426750000-338256 qam28
23434750000-3.238256 qam29
24442750000-3.438256 qam30



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.96610
2Locked40.3890
3Locked40.3680
4Locked40.3810
5Locked40.3960
6Locked40.91170
7Locked40.31660
8Locked40.31860
9Locked40.31870
10Locked40.31900
11Locked40.31810
12Locked40.32190
13Locked40.32340
14Locked40.32860
15Locked38.94110
16Locked38.93970
17Locked40.95160
18Locked38.95880
19Locked38.95860
20Locked38.67430
21Locked38.66780
22Locked38.97350
23Locked38.66750
24Locked38.95550

 

Upstream bonded channels

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

1325999564.3512064 qam5
2394000194.425512064 qam4
3462000004.525512064 qam3
4257998514.2512064 qam6


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Alessandro Volta
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Re: Intermittent WiFi on all devices - ongoing for months

Wired connections continue to work and not drop?


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Re: Intermittent WiFi on all devices - ongoing for months

Yes -  I think so. 

I should also add that WiFi doesn't completely drop off (i.e. I have 3 devices I usually use - 2 iPhones and a laptop - and they drop off at different times).  My laptop for example may be working fine but then the WiFi will drop off on my iPhone.  I have to "disconnect" and "connect" and it usually works after that. 

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Re: Intermittent WiFi on all devices - ongoing for months

Have you disabled the “smart” WiFi in the hubs settings?


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Re: Intermittent WiFi on all devices - ongoing for months

Yes - I read on the forum about disabling this a while ago and I have.  Unfortunately this has not improved matters. 

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Re: Intermittent WiFi on all devices - ongoing for months

Hi ss892,

 

I'm sorry to hear you've been having some issues with the WiFi, 

 

Running through diagnostics our systems are showing that you could benefit from a WiFi booster, I've popped you over a private message so I can arrange this.

 

Alex_Rm

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