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Nicolleevans
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Intermittent WiFi - where do I complain, how do I fix it?

We have a hub 3. White light.

Tried multiple restarts and factory resets but the issue is always the same. Eventually we lose Internet, WiFi doesn't go down but we cant use the internet. Usual fix is to turn WiFi off on the device and reconnect but that's a complete nuisance. This is at all times of the day, not just peak. Speed tests come back with no problems, same as service status. Why does this keep happening? How can I fix it? And why can't I contact virgin media direct? 

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Andrew-G
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Re: Intermittent WiFi - where do I complain, how do I fix it?

First off, you need to work out if the problem is wifi or broadband.  It could be either, but if a restart fixes it then it's generally the broadband at fault, so I suggest we start with that.  Could you connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Ideally if you can do this after the hub has been running for a few hours without being restarted, because that clears down the error counters which might contain useful data.

Then we can check for any obvious problems with power, noise or error counts.  If that all looks good we can consider other possibilities and tests.

 

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-tony-
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Re: Intermittent WiFi - where do I complain, how do I fix it?

to add to the above - as said it could be the connection or just wifi

do you have any wired devices - if so do they also lose connection - if you dont have any wired devices what do the lights on the hub do when you lose wifi

 

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Nicolleevans
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Re: Intermittent WiFi - where do I complain, how do I fix it?

Downstream

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

14110000000.438256 qam31
22030000002.240256 qam9
32110000002.240256 qam10
42190000002.240256 qam11
5227000000240256 qam12
62350000001.940256 qam13
72430000001.740256 qam14
82510000001.540256 qam15
92590000001.440256 qam16

 

Upstream

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

15370000034512064 qam10
23940000034512064 qam12
34620000034512064 qam11
46030002934512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00130
2ATDMA00120

 

Network

Time Priority Description

20/06/2021 09:13:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 09:13:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 09:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 08:43:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Nicolleevans
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Message 5 of 12
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Re: Intermittent WiFi - where do I complain, how do I fix it?

Lights on the box never change. Always solid white, we don't lose connection to the box, just the internet

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-tony-
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Message 6 of 12
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Re: Intermittent WiFi - where do I complain, how do I fix it?

downstream levels you have posted look ok - theres 24 channels so i assume you have just posted the 1st few - theres also a 2nd page to the downstream = post that

upstream am not 100% sure on they are at the low end but i think ok

if the base light stays white then that suggests the problem is just wifi - you do not comment if wired devices drop - thats really the next test so you need to connect something wired  - a laptop or similar and see if that drops

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Nicolleevans
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Message 7 of 12
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Re: Intermittent WiFi - where do I complain, how do I fix it?

Sorry didn't see the other page.

The only wired device we have is the TV box but we don't use it pretty much ever, and probably not for anything to do with the Internet.

If it's WiFi what do I need to do to fix it?


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.91200
2Locked40.31380
3Locked40.3830
4Locked40.31090
5Locked40.91230
6Locked40.31670
7Locked40.31420
8Locked40.31670
9Locked40.9980
10Locked40.3850
11Locked40.3960
12Locked40.31400
13Locked40.31450
14Locked40.31840
15Locked40.31130
16Locked40.31320
17Locked40.31090
18Locked40.3830
19Locked40.3980
20Locked38.91020
21Locked40.31020
22Locked40.31200
23Locked40.31350
24Locked40.91360
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Nicolleevans
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Message 8 of 12
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Re: Intermittent WiFi - where do I complain, how do I fix it?

Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14110000000.438256 qam31
22030000002.240256 qam9
32110000002.240256 qam10
42190000002.240256 qam11
5227000000240256 qam12
62350000001.940256 qam13
72430000001.740256 qam14
82510000001.540256 qam15
92590000001.440256 qam16
102670000001.240256 qam17
112750000000.740256 qam18
122830000000.740256 qam19
132910000000.540256 qam20
142990000000.740256 qam21
153070000000.540256 qam22
163150000000.540256 qam23
173230000000.540256 qam24
183630000000.540256 qam25
193710000000.540256 qam26
203790000000.538256 qam27
213870000000.540256 qam28
223950000000.440256 qam29
234030000000.440256 qam30
244190000000.240256 qam
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Nicolleevans
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Re: Intermittent WiFi - where do I complain, how do I fix it?

 
Network LogTime Priority Description
20/06/2021 09:13:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 09:13:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 09:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 08:43:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 08:43:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 08:13:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 08:13:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:43:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:43:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:19:20noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:19:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:19:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 06:38:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 06:38:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 11:21:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 18:38:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 18:38:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 08:09:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 06:38:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 06:38:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Kath_F
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Message 10 of 12
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Re: Intermittent WiFi - where do I complain, how do I fix it?

Hi Nicolleevans,


Thanks for your post and apologies to hear about the issues you have been having with your connection.


Checking your account, I can see all is looking well with the Hub in terms of power levels. It looks as though we are currently doing some work on the cable you are connected to through. The details of that are here: 

  • Reference number: C01212258
  • Estimated fix time: 22 JUN 2021 15:00
  • Description: Status report || Your Virgin TV, Virgin Fibre and Virgin Phone might not be working at the moment.

I have made a note of this on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know. 


Thanks,
 

Kath_F
Forum Team



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