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Helencoe
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Message 11 of 34
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Re: Intermittent WiFi signal

Should I reach out to the forum staff or will they pick it up from here and contact me?

I thought there must be something wrong - it's been driving me mad!

Thanks a lot for your help and confirming that we need an engineer

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lotharmat
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Message 12 of 34
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Re: Intermittent WiFi signal

They should just pick it up from here! 🙂



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Hub 3 - Modem Mode - TP-Link Archer C7

David_Bn
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Message 13 of 34
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Re: Intermittent WiFi signal

Good Afternoon Helencoe,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to hear of the Wi-Fi issues. Can you tell me if this happens in the same room as your hub or in rooms away from the hub?

 

I've looked into the area and there doesn't seem to outages effecting you, but it does seem that we have an issue with the Wi-Fi services. Have you ran any further diagnostics since your most recent post?

 

Kindest regards,

 

David_Bn

 

 

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Helencoe
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Message 14 of 34
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Re: Intermittent WiFi signal

Hi. It is when using my laptop for work that this issue is most apparent because it is very obvious when I drop out of a video call. My home office is a different room to the one where the hub is. When I have tried rebooting my hub, I have noticed that I wasn’t getting any WiFi signal on my phone.

I haven’t run any further diagnostics, but the issue is continuing

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Helencoe
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Message 15 of 34
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Re: Intermittent WiFi signal

Hi. i am having issues again today. below is the network log from today. I've been totally kicked off one meeting already today about 20 mins ago - this is making it incredible difficult to work. There is clearly something wrong with my WiFi that needs rectifying - please arrange for an engineer to help resolve this issue

Network Log

Time Priority Description

29/03/2021 09:49:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2021 09:48:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2021 09:48:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2021 09:46:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2021 09:46:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2021 09:45:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 21:20:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 13:43:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 11:26:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 10:45:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 15:07:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 10:01:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 10:01:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 09:44:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 09:43:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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ChrisC53
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Message 16 of 34
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Re: Intermittent WiFi signal

I am having the exact same issue - off five times yesterday and twice already today. Has been happening for over a week but only started keeping a log now as getting out of hand. According to the below, I've only had an outage at 11.15am but I definitely had one at 12.00pm for 10 mins then at 12.15pm for a further 20. Extremely frustrating. Also have a complaint on another matter still sitting unanswered from 07 March having wasted over two hours on the phone and unable to resolve - just appalling customer service.

TimePriorityDescription30/03/2021 11:16:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:15:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:14:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:14:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:14:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:14:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:14:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:13:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;30/03/2021 11:13:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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John_GS
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Message 17 of 34
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Re: Intermittent WiFi signal

Thanks for coming back to us @Helencoe,

 

I've ran a further check and again nothing showing on the account. When I look at the WiFi, it shows me this;

 

Some of the WiFi devices are very close to the Hub and could be wasting valuable WiFi bandwidth. Connecting them via Ethernet could improve things for other WiFi devices. This could be things like TV's, consoles, computers etc.

 

Is this possible to test?

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Helencoe
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Message 18 of 34
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Re: Intermittent WiFi signal

There are no devices in the same room as the hub, so they cannot be connected by Ethernet. I have had virgin media broadband for a number of years and had no problems. The hub has not moved and the number of devices has not changed in the last couple of weeks when I have started experiencing issues, so this is clearly not the source of the problem.

the issue is intermittent in nature, so unless you check at the exact time it drops, you will not see the problem. The logs I have posted clearly show an issue. 

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John_GS
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Message 19 of 34
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Re: Intermittent WiFi signal

Thanks for coming back to me. They do not correlate to the information on the system we have I'm afraid, where no issues are showing and your levels are all in spec. 

 

Can you do a PIN reset for me on the router?

 

Kind regards,

John_GS
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Helencoe
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Message 20 of 34
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Re: Intermittent WiFi signal

The data I have provided demonstrates that there is an issue. Whether it correlates with what you are seeing at a particular point in time is irrelevant. I am getting incredibly frustrated with the lack of support I am receiving from virgin media.

what is a “PIN reset” and how do I perform one?

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