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Message 1 of 9
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Multiple devices independently and randomly losing internet connection

We had Virgin Broadband put on a week ago and from day 1 have had this problem. Some devices will retain their internet connection fine, while others will randomly lose their connection. They still appear to be connected to Wifi, but not the internet. Switching off wifi and on again on the device sometimes, but not always fixes it.

Ww have quite a few devices, and Virgin have advised this might be the problem (even trying to up-sell us to a more expensive package), but I sometimes have this problem first thing in the morning when I'm the only person awake and using Wifi. When a laptop had this problem we even went round switching everything into airplane mode and still didn't work. I don't think we have a single device that hans't had this issue.

I suspect it's purely a wifi issue, because I can be doing a download, and one of the kids playing a low-latency online game and both working fine, but another device will lose its connection. It's really infuriating. I would say it's a Wifi issue, but the device doesn't seem to actually lose it's connection to the wifi network, just the internet.

We had an engineer out and he switched the hub to fixed wifi channels, I tried various channel configurations but no improvement. I tried splitting the 2.4GHz and 5GHz bands into separate networks and splitting devices between them, didn't help. I just called again and Virgin are running some sort of monitoring on our system for the next 24-28 hours.

I'll post a follow-up message with my hub stats. We do have some Pre RS Errors, but not super high. Any help much appreciated.

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Message 2 of 9
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Re: Multiple devices independently and randomly losing internet connection

Downstream bonded channels

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

11387500003.936256 qam1
21467500004.136256 qam2
31547500004.337256 qam3
41627500004.136256 qam4
51707500004.137256 qam5
61787500004.136256 qam6
71867500004.336256 qam7
81947500004.337256 qam8
92027500004.137256 qam9
10210750000437256 qam10
11218750000437256 qam11
12226750000437256 qam12
13234750000437256 qam13
142427500003.937256 qam14
15250750000437256 qam15
162587500004.337256 qam16
172667500004.537256 qam17
182747500004.637256 qam18
192827500004.937256 qam19
20290750000537256 qam20
212987500005.337256 qam21
223067500005.337256 qam22
233147500005.437256 qam23
243227500005.537256 qam24



Downstream bonded channels

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

1Locked36.62180
2Locked36.61150
3Locked37.31590
4Locked36.62440
5Locked37.31700
6Locked36.61200
7Locked36.31090
8Locked37.6800
9Locked37.3590
10Locked37.6650
11Locked37.3760
12Locked37.3940
13Locked37.31520
14Locked37.31860
15Locked37.62010
16Locked37.32000
17Locked37.31550
18Locked37.31270
19Locked37.61350
20Locked37.31490
21Locked37.61430
22Locked37.61360
23Locked37.61330
24Locked37.61070

 

Upstream bonded channels

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

1326000004.325512064 qam3
2462000004.325512064 qam1
3394000004.325512064 qam2
4258000484.325512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Multiple devices independently and randomly losing internet connection

Network Log

Time Priority Description

04/06/2020 21:10:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 21:10:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 21:10:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 21:02:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 20:08:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 20:07:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 19:54:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 05:53:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 23:04:17ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 11:15:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 09:31:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 23:27:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 18:53:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 16:02:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 16:02:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 16:02:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 16:02:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 16:02:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 16:02:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Alessandro Volta
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Message 4 of 9
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Re: Multiple devices independently and randomly losing internet connection

Do any wired connections drop?

Have you disabled the (not-so) "Smart" wifi option?

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Message 5 of 9
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Re: Multiple devices independently and randomly losing internet connection

I don't have any wired connections and it will be awkward to test but I'l see if I can set that up.

We did disable smart wifi for a few days and set fixed channels, and tried changing the channels.

Thanks for the response though, I appreciate it. Happy to provide any other info.

Simon

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Message 6 of 9
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Re: Multiple devices independently and randomly losing internet connection

Hi simon_hibbs,

 

Thanks for your post and reaching out to the community forums. Sorry to hear that you are having connection issues, are you able to clarify a few things:

Is the hub showing as disconnected from the network at the times that you are not able to connect?

Or is it individual devices losing connection?

Do you have the Connect App [see here] installed on any of your devices? This will help optimise your connections but also allow you to view which devices are actually connected to the hub.

Have you been able to set up a wired connection since your last post?

Did the engineer physically switch the hub or did the engineer reconfigure the hub?

 

Cheers,

Corey C

 

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Message 7 of 9
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Re: Multiple devices independently and randomly losing internet connection

>Is the hub showing as disconnected from the network at the times that you are not able to connect?

>Or is it individual devices losing connection?

individual devices are losing their connections, the hub is continuously connected to the internet and other devices continue to connect ok.

>Do you have the Connect App [see here] installed on any of your devices? This will help optimise your

>connections but also allow you to view which devices are actually connected to the hub.

Ive got the connect app and used it to try to optimise things but we still get disconnections. I think it might be a bit better, but we still ave frequent problems.

>Have you been able to set up a wired connection since your last post?

Yes, and it seems to work fine with no disconnections, but of course it’s possible that’s just random chance.

>Did the engineer physically switch the hub or did the engineer reconfigure the hub?

He just reconfigured it, we e still got the original hub.

Simon

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Message 8 of 9
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Re: Multiple devices independently and randomly losing internet connection

Assuming your wired connections are all ok, then getting your own wireless equipment will solve all the wifi issues, and will be transferable to other BB suppliers kit.

Either.....

1) Mesh System
2) Wireless router
3) Wireless access points
4) A combination of the above

Depending on your requirements, house layout/construction and of course, budget. £40 will get a decent introductory wireless router and £400 will get the Rolls Royce solution of a Mesh system. You'll want something in that range

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 9
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Re: Multiple devices independently and randomly losing internet connection

I think you should do a speed test with a wired connection to the hub using speedtest.net as any significant shortfall in speeds needs to be investigated first.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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