Internet dropping out

[Lauraowens1994]

Internet signal randomly drops out from time to time, we've had this router for two years now and its obviously out dated and cant keep up with day to day browsing. We have been with you for a while now and would like this to be fixed.  

If anyone could point us in the right direction for this issue we'd be much appreciated

love laura  

[newapollo]

Hi Laura,

I moved your post from the 360 to here so you can receive some help.

Do the drop outs only occur on wifi connections, or do they occur on wired connections as well?

Are there any known issues?  You can check this by clicking on Check service status at the top of the page.  You can also a run a test on your equipment from there which might help solve the issue..

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for tany known faults to be repaired.

[Lauraowens1994]

Spoiler

Everything runs off WiFi 

Spoiler

Spoiler

We do have a neat gear WiFi extender upstairs but that also drops out when the virgin box drops out.


Used to use a power line to run the Internet through the wall socket to upstairs as the WiFi struggles to get upstairs. But that isn't good for gaming due to packet loss. But never had an issue with it dropping out back then. 


I think it's just the router needs changing but I'll look into your suggestions 


Thanks x

Spoiler

[Tudor]

It’s probably not the hub, most problems of this type are network problems. Please provide some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[David_Bn]

Good Afternoon @Lauraowens1994, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the issues you've been facing on the connection. 

Can you please review the post by @Tudor and post the stats of the hub so we can take a closer look into this for you?

It would also be handy if you can please confirm if any wired connections also suffer with the same intermittent issues.

Kindest regards,

David_Bn

[Lauraowens1994]

Spent all this morning with no Internet had to go out at 12 back at 4 still wouldn't work until the 4th time turning the box off and on 

downstream

Downstream bonded channels

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

1 387000000 8.5 40 256 qam 32

2 203000000 7 40 256 qam 9

3 211000000 6.8 4 256 qam 10

4 219000000 6.9 40 256 qam 11

5 227000000 6.9 40 256 qam 12

6 235000000 6.8 40 256 qam 13

7 243000000 6.6 40 256 qam 14

8 251000000 7.1 40 256 qam 15

9 259000000 7.3 40 256 qam 16

10 267000000 7.1 40 256 qam 17

11 275000000 7 40 256 qam 18

12 283000000 7 40 256 qam 19

13 291000000 7 40 256 qam 20

14 299000000 7.5 40 256 qam 21

15 307000000 7.6 40 256 qam 22

16 315000000 7.8 40 256 qam 23

17 323000000 7.9 40 256 qam 24

18 331000000 8.3 40 256 qam 25

19 339000000 8.5 40 256 qam 26

20 347000000 8.4 40 256 qam 27

21 355000000 8.5 40 256 qam 28

22 363000000 8.6 40 256 qam 29

23 371000000 8.6 40 256 qam 30

24 379000000 8.6 40 256 qam 31

Downstream bonded channels

Downstream bonded channels

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

1 Locked 40.9 0 0

2 Locked 40.3 5 0

3 Locked 40.3 5 0

4 Locked 40.3 6 0

5 Locked 40.9 5 0

6 Locked 40.3 6 0

7 Locked 40.3 0 0

8 Locked 40.9 5 0

9 Locked 40.3 5 0

10 Locked 40.9 5 0

11 Locked 40.9 5 0

12 Locked 40.3 6 0

13 Locked 40.3 7 0

14 Locked 40.3 5 0

15 Locked 40.9 5 0

16 Locked 40.3 4 0

17 Locked 40.9 6 0

18 Locked 40.9 5 0

19 Locked 40.9 6 0

20 Locked 40.3 6 0

21 Locked 40.3 5 0

22 Locked 40.9 5 0

23 Locked 40.9 4 0

24 Locked 40.9 5 0

Upstream bonded channels

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

1 23600000 41.5 5120 32 qam 5

2 30099983 41.5 5120 64 qam 4

3 36600026 43 5120 64 qam 3

4 43099983 43.5 5120 64 qam 2

5 49600009 43.5 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 0 0

2 ATDMA 0 0 0 0

3 ATDMA 0 0 0 0

4 ATDMA 0 0 0 0

5 ATDMA 0 0 0 0

Network Log

Time Priority Description

11/02/2023 17:23:47 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2023 09:30:31 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2023 14:27:34 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2023 14:27:34 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2023 10:59:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2023 02:27:34 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2023 02:27:34 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 23:56:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2023 14:27:34 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2023 14:27:34 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/01/2023 18:49:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/01/2023 02:27:34 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/01/2023 02:27:34 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/01/2023 23:03:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/01/2023 14:27:33 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/01/2023 14:27:33 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/01/2023 12:01:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/01/2023 03:39:1 

If nothing is sorted soon I'll be looking for another provider as this isn't something I want to spend messing around with 

[MOD EDIT: Edited extra spacing]

[Ayisha_B]

Hi @Lauraowens1994 👋,

A warm welcome back to our Community Forums and thanks for your post. 

I am sorry for the issues you are having with the service. Appreciate it isn't ideal.

Checking things this end, at the time of writing, everything looks to be in order. 

How have things been your end since the weekend?

Sam Knows is not reporting any disconnections since. 

Let us know so we can offer further support if needed.

[Lauraowens1994]

Yes still have the same issue as I've said I think it's the router if you don't have a problem your end there's obviously one this end. 

It would help if you'd send out another router for me to try 

[Megan_L]

Hi Lauraowens1994,

Thanks for using the forums to get this issue with your WIFI connection looked into, I am sorry if this has been causing some frustration 💢 I would be more than happy to look into this for you.

I have already taken the time to check out your services on my side and could not find any issues on my side, I understand you feel this is being caused by your current Hub but I am afraid we can't replace it without evidence that it's needed. 

I do have some tips and tricks which may be useful for when you have issues with your WIFI connection -

• Pop onto your Online Account and perform a broadband diagnostic test, this will detect any issues and will offer advice on how to fix it. 
• The Connect App is also a hugely useful tool as it can scan each room in your home to locate weak WIFI, if it does detect these weak spots it will offer advice on how to fix it.
• I also have a couple of links here for WIFI issues 👉 WIFI SOS - WIFI not Working - Please take a look at both of these to rectify WIFI issues.

I hope this gives you enough help to rectify your WIFI issues, we are here as always to assist further if you need us. 

Thanks,

Megan_L