Virgin Media Community

[dazstrange]

Hello everyone

I am desperate for some help, as my WIFI has become pretty much unusable for the past 6 months. I really think I need an engineer out to look at this, but I wondered what you all thought.

I am constantly getting random disconnections, every few minutes, on all devices in the house - TVs, laptops, desktop computers.

WIFI strength has also become ridiculously poor - I'm having to connect to my phone's data to stream a TV show or play some music, as my broadband just can't handle any of it anymore. 

I've been through all Virgin's help channels and nothing has solved it. I've performed a factory reset many times and it never helps. I'm getting nowhere!

Any help will be most appreciated.

Here's a recent log:

Network Log

Time Priority Description

15/06/2021 10:24:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 10:09:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 10:07:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 10:06:57	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 10:04:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 18:51:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 17:42:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 17:42:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 17:42:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 14:46:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 18:52:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 20:02:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 02:41:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 08:30:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 00:02:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 15:19:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 15:25:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 12:41:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 14:08:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2021 01:58:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Does it happen on Ethernet connected devices? Please post up/downstream stats. 

[dazstrange]

Thank you for your reply. Yes, it happens on Ethernet too.

I'm not sure if this is the correct Downstream/Upstream info:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 1.2 40 256 qam 9
2 211000000 1.2 40 256 qam 10
3 219000000 1 40 256 qam 11
4 227000000 0.5 40 256 qam 12
5 235000000 0.2 38 256 qam 13
6 243000000 0.2 38 256 qam 14
7 251000000 0.2 38 256 qam 15
8 259000000 0.4 38 256 qam 16
9 267000000 0.7 38 256 qam 17
10 275000000 1 38 256 qam 18
11 283000000 1 38 256 qam 19
12 291000000 0.7 38 256 qam 20
13 299000000 0.7 38 256 qam 21
14 307000000 0.9 40 256 qam 22
15 315000000 1 38 256 qam 23
16 323000000 1.4 38 256 qam 24
17 363000000 2 38 256 qam 25
18 371000000 1.5 38 256 qam 26
19 379000000 0.9 38 256 qam 27
20 387000000 1 38 256 qam 28
21 395000000 1.4 38 256 qam 29
22 403000000 1.5 38 256 qam 30
23 411000000 1.5 38 256 qam 31
24 419000000 1.2 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 4 0
2 Locked 40.3 4 0
3 Locked 40.3 5 0
4 Locked 40.3 6 0
5 Locked 38.9 0 0
6 Locked 38.9 5 0
7 Locked 38.9 5 0
8 Locked 38.6 4 0
9 Locked 38.9 6 0
10 Locked 38.6 6 0
11 Locked 38.9 4 0
12 Locked 38.9 4 0
13 Locked 38.9 5 0
14 Locked 40.3 3 0
15 Locked 38.9 0 0
16 Locked 38.9 6 0
17 Locked 38.6 0 0
18 Locked 38.9 0 0
19 Locked 38.9 0 0
20 Locked 38.6 6 0
21 Locked 38.6 5 0
22 Locked 38.9 5 0
23 Locked 38.6 6 0
24 Locked 38.9 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 51 5120 64 qam 1
2 39400000 49.5 5120 64 qam 4
3 46200000 50 5120 64 qam 3
4 53700000 50.8 5120 64 qam 2

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

[lotharmat]

Upstream power looks a little high (max on 1 channel) - VM Staff will pick this up - run some tests and possibly arrange an engineer visit!

(The high power looks like, from the logs, that it is causing T3 timeouts which will prevent the downstream channels locking and syncing properly which causes attempts to re-negotiate with the CMTS which manifests as a drop of connection!

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[dazstrange]

Thank you lotharmat. Hope they do pick it up as their phone help just isn't helping!

I will give that a go this morning and post it here. Thank you for the link. 🙂

[lotharmat]

No problemo! - Any time!

[dazstrange]

I think I've set that up now. So, I guess it will just monitor my usage throughout the day? And a bit later, I can just create one of those graphs?

[lotharmat · Accepted solution]

Aye - it 'pings' it every second and then averages the times to generate the graph it produces!

If you post a link to the live graph - we'll be able to see it building and what state the connection is in!

[dazstrange]

Thank you 🙂 

[dazstrange]

Hello again

Here's my graph, not sure if I've given it enough time? How is it looking?

Been getting dropouts all day today as per usual. So frustrating!

Cheers

Darren

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ad6e026f8ace7adab7648e03d60168c05a...