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robtuck87
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Intermittent Wifi issues on selected devices

Help please!

I have a Hub 3.0 and I have recently started to have issues with the wifi connection that only seem to effect our iphones and ipad. Computers, google nests and amazon fire sticks all work fine. 

The devices in question all have the latest software (I have also followed the instructions for iOS 14 in the hub settings) and are connected to the wifi and showing good signal strength. However they are intermittently (about 50% of the time) not loading websites/application (still connected with good signal) I have turn the wifi off on the phone for it to load things. I can be having this issue on my phone whilst sat on my computer that is working fine. 

 

I have tried a hard reset on the hub (sticking a pen in the back) and the issue remains. I think there may be a fault with the hub, as issue has not always been present. 

I have also called virgin for help, this went through an automated service that detected an issue to the line and remotely rebooted the hub, but still no luck and I am finding it hard to get any further with it. 

Help please!

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conman33158
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Re: Intermittent Wifi issues on selected devices

Can you please try the reset again. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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robtuck87
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Re: Intermittent Wifi issues on selected devices

Thanks for the advice, I have tried that and thankfully I have not experienced any issues for since doing it. I will keep my eye on it and report back if it happens again. Thanks again!

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robtuck87
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Re: Intermittent Wifi issues on selected devices

It would appear that I spoke to soon, the problem has returned! Any help appreciated 

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conman33158
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Re: Intermittent Wifi issues on selected devices

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

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

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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robtuck87
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Re: Intermittent Wifi issues on selected devices

Downstream bonded channels

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

1139000000-0.538256 qam1
2147000000-0.738256 qam2
3155000000-138256 qam3
4163000000-0.738256 qam4
5171000000-0.538256 qam5
6179000000-0.238256 qam6
7187000000-0.238256 qam7
8195000000-0.238256 qam8
9203000000-0.238256 qam9
10211000000-0.438256 qam10
11219000000-0.238256 qam11
12227000000-0.238256 qam12
13235000000-0.438256 qam13
14243000000-0.538256 qam14
15251000000-0.738256 qam15
16259000000-0.738256 qam16
17267000000-0.938256 qam17
18275000000-138256 qam18
19283000000-1.238256 qam19
20291000000-1.238256 qam20
21299000000-1.438256 qam21
22307000000-1.738256 qam22
23315000000-1.538256 qam23
24323000000-1.238256 qam24



Downstream bonded channels

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

1Locked38.678480
2Locked38.684313
3Locked38.64950
4Locked38.62340
5Locked38.9250
6Locked38.6100
7Locked38.680
8Locked38.9110
9Locked38.990
10Locked38.6220
11Locked38.690
12Locked38.680
13Locked38.6160
14Locked38.6150
15Locked38.9150
16Locked38.970
17Locked38.6160
18Locked38.6160
19Locked38.9670
20Locked38.9350
21Locked38.6190
22Locked38.6130
23Locked38.9230
24Locked38.6200
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robtuck87
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Re: Intermittent Wifi issues on selected devices

Upstream bonded channels

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

13940000039.3512032 qam2
22580000039.8512032 qam4
33260000039.5512032 qam3
44619997139.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0020
3ATDMA0000
4ATDMA0020
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robtuck87
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Re: Intermittent Wifi issues on selected devices

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm



Primary Downstream Service Flow

SFID214036
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID214035
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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robtuck87
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Re: Intermittent Wifi issues on selected devices

Network Log

Time Priority Description

17/02/2021 13:58:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 11:45:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 13:47:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 11:52:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 11:51:53Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 11:18:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 23:59:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 00:46:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:58:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 13:22:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 00:57:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:36:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 11:35:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 15:44:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 11:44:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 02:54:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 02:53:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 02:47:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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robtuck87
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Re: Intermittent Wifi issues on selected devices

Link to the BQM - https://www.thinkbroadband.com/broadband/monitoring/quality/share/ab00803d1eb66459d7d2a0a88d9f6e1068... 

Thanks for your help! Hopefully this will highlight something 

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