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tomrus72
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Intermittent broadband wifi

Hi, I am experiencing intermittent wifi and disonnections and working remotely can be a pain as I need to switch the hotspot in my phone constantly. I spoke with the customer service and they reset the router to factory settings and updated firmware but no luck. It affects all devices regardless of their distance to the router, I was told that there is nothing wrong with the connection but obviously it is not the case as 3-5 Wi-Fi cuts a day can't be considered normal. Does my Hub3 need to be updated or what can I do?

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gary_dexter
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Message 2 of 12
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Re: Intermittent broadband wifi

Try a wired connection and see if it still drops

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tomrus72
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Re: Intermittent broadband wifi

Wired still drops, service area all green, any hints?

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Andrew-G
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Re: Intermittent broadband wifi

I'm afraid you're wasting your time speaking to VM telephone customer service.  VM have spent two decades working ceaselessly and tirelessly to reduce the cost of customer service, and the outcome is the same as with any product or service made solely for the lowest possible cost regardless of quality.

However, we can take a look at the hub's data, and the forum staff here will do their utmost to help.  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.

Then we can check for any obvious problems with power, noise or error counts. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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tomrus72
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Re: Intermittent broadband wifi

Thanks for the tips. Apparently there was a fault in the area but it didn't show online, I will check if it's OK in the next days or I'll post the text following the steps you suggested

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lotharmat
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Message 6 of 12
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Re: Intermittent broadband wifi

The most useful and up to date info comes from the 0800 561 0061 number. Try that in a day or so to see if that picks it up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Zoie_P
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Message 7 of 12
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Re: Intermittent broadband wifi

Hi Tomrus72,

Thanks for your post 🙂

I have located your account and you are affected by an SNR outage, the estimated fix date is 11 JUN 2021 10:00

Zoie

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tomrus72
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Message 8 of 12
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Re: Intermittent broadband wifi

Virginmedia texted me very proudly that they fixed the issue but WIFI started to be temperamental again this afternoon disconnected again 😕 

here the copy and paste as you suggested:

Downstream bonded channels

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

13310000002.737256 qam25
22670000000.537256 qam17
32750000000.237256 qam18
42830000001.237256 qam19
52910000001.737256 qam20
62990000001.537256 qam21
73070000002.237256 qam22
83150000002.537256 qam23
93230000001.937256 qam24
103390000002.537256 qam26
11347000000237256 qam27
123550000002.938256 qam28
133630000002.738256 qam29
143710000001.937256 qam30
153790000002.538256 qam31
163870000002.438256 qam32
17395000000238256 qam33
184030000002.238256 qam34
194110000001.738256 qam35
204190000001.738256 qam36
214270000002.538256 qam37
22435000000238256 qam38
23443000000238256 qam39
24451000000340256 qam40



Downstream bonded channels

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

1Locked37.650
2Locked37.350
3Locked37.300
4Locked37.360
5Locked37.650
6Locked37.300
7Locked37.370
8Locked37.660
9Locked37.600
10Locked37.650
11Locked37.600
12Locked38.640
13Locked38.650
14Locked37.600
15Locked38.660
16Locked38.960
17Locked38.670
18Locked38.660
19Locked38.600
20Locked38.900
21Locked38.630
22Locked38.900
23Locked38.920
24Locked40.300
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tomrus72
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Re: Intermittent broadband wifi

Upstream bonded channels

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

14620000043512064 qam11
23940000042.3512064 qam12
35370000043512064 qam10
46030000044.5512032 qam9

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

08/06/2021 16:56:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:54:36Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:44:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:44:10Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:43:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:43:29criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:43:29ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 14:32:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:06:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:06:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:06:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:06:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 21:01:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 20:07:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 10:39:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 16:40:21criticalReceived 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;
05/06/2021 16:38:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 16:38:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 16:38:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Gareth_L
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Message 10 of 12
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Re: Intermittent broadband wifi

Hello tomrus72

Sorry this is not the message I like sending 

We still have an issue in the area 

This is under reference number F009079165  and is due to be fixed on the 15/06/2021

Can you please pop back on here for any updates 

Gareth_L

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