Virgin Media Community

[crusader]

HI All,

I have been a customer with VM for many years, recently i have been experiencing lots off issues with the Wi-Fi. my device constantly hang freeze and lose the connection to Wi-Fi even if i am in the same room as the router.

after my phone hanging yesterday while browsing the internet, my superhub can no longer broadcast my 5ghz connection. when any device in the house search's for Wi-Fi it can only see the 2,4ghz connection.

I logged on to the router and checked the settings and 5ghz is enabled. i did try disabling it and re-enabling it but this did nothing, i have restarted the router multiple times with no joy. 

i am on the M500 and recently getting loads of issues with dropouts of Wi-Fi.

network log shows the below.

2/09/2021 11:00:3	notice	LAN login Success;CM-
09/09/2021 05:40:40	critical	No Ranging Response received - T3 time-out;CM-
09/09/2021 05:34:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
06/09/2021 00:20:29	critical	No Ranging Response received - T3 time-out;CM-
02/09/2021 05:34:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
30/08/2021 20:32:32	critical	No Ranging Response received - T3 time-out;CM-
29/08/2021 17:34:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
28/08/2021 06:28:11	critical	No Ranging Response received - T3 time-out;CM-;
26/08/2021 05:34:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
24/08/2021 12:14:59	critical	No Ranging Response received - T3 time-out;CM-
22/08/2021 17:34:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
21/08/2021 13:03:3	critical	No Ranging Response received - T3 time-out;CM-
20/08/2021 18:22:50	notice	LAN login Success;CM
20/08/2021 06:17:48	critical	No Ranging Response received - T3 time-out;CM-
15/08/2021 17:34:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
12/08/2021 13:33:32	critical	No Ranging Response received - T3 time-out;CM-
12/08/2021 13:32:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
10/08/2021 05:01:3	critical	No Ranging Response received - T3 time-out;CM-
05/08/2021 04:51:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM
03/08/2021 15:54:22	critical	No Ranging Response received - T3 time-out;CM-

[Andrew-G]

There's nothing obviously wrong from the network log.  Check the name of the 5 GHz signal in the hub's settings - there appears to be a bug in the firmware that can randomly change it.

If problems persist, copy and paste the Downstream & Upstream data from the place you found the network log.

[crusader]

Downstream bonded channels

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

1	474250000	3.4	38	256 qam	15
2	362250000	4.8	38	256 qam	1
3	370250000	4.5	38	256 qam	2
4	378250000	4.5	38	256 qam	3
5	386250000	4.4	38	256 qam	4
6	394250000	4.4	38	256 qam	5
7	402250000	4.3	38	256 qam	6
8	410250000	4.3	38	256 qam	7
9	418250000	4.1	38	256 qam	8
10	426250000	3.9	38	256 qam	9
11	434250000	3.5	38	256 qam	10
12	442250000	3.4	38	256 qam	11
13	450250000	3	38	256 qam	12
14	458250000	3.2	38	256 qam	13
15	466250000	3.4	38	256 qam	14
16	482250000	3.5	38	256 qam	16
17	490250000	3.5	38	256 qam	17
18	498250000	3.9	38	256 qam	18
19	506250000	4	38	256 qam	19
20	514250000	3.7	38	256 qam	20
21	522250000	4	38	256 qam	21
22	530250000	4	38	256 qam	22
23	538250000	3.7	38	256 qam	23
24	546250000	4.1	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	5	0
2	Locked	38.6	17	0
3	Locked	38.9	7	0
4	Locked	38.6	16	0
5	Locked	38.9	38	0
6	Locked	38.9	36	0
7	Locked	38.9	77	0
8	Locked	38.6	272	0
9	Locked	38.9	244	0
10	Locked	38.6	15	0
11	Locked	38.6	6	0
12	Locked	38.6	8	0
13	Locked	38.6	8	0
14	Locked	38.6	7	0
15	Locked	38.6	9	0
16	Locked	38.6	7	0
17	Locked	38.6	3	0
18	Locked	38.6	4	0
19	Locked	38.6	7	0
20	Locked	38.9	3	0
21	Locked	38.6	6	0
22	Locked	38.9	5	0
23	Locked	38.9	1	0
24	Locked	38.9	1	0

[crusader]

Upstream bonded channels

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

1	39400000	44.3	5120	64 qam	2
2	25800000	44.3	5120	32 qam	4
3	32600000	44.3	5120	64 qam	3
4	46200000	44.3	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

[crusader]

please see pasted downstream and upstream info as requested, after about 30 mins on a call with a very unhelpful virgin media rep, i checked on your post to see that the name of the 5g connection had in fact changed as you had suggested. it had been renamed to the same name as my 2.4ghz connection.

i mentioned this to the guy on the call, he advised that i must have changed it, to which i told him it has been the same name for about 2 years and the 5ghz only stopped working yesterday. his answer was that my superhub is fine but there is a new superhub out that is better and if i want the new hub then i would need to upgrade from the 500m to the 1gb line that is now available and there would be an additional charge of £24 pm for the privilege of this. needless to say i advised that the equipment that i currently have isn't great and never has been but it should work for the price that i am currently paying.

VM customer service is disgusting. they are quick enough to take your money but they are not interested when something goes wrong. i have been a loyal customer now for 25 years and even before then when the local area was Comtel before VM took it over.

i am sure i will continue to get the dropouts and the hanging etc, even though it is supposed to be a fast 500M line. i am not sure what to do, i may just have look at what alternative suppliers are out there, its a real shame as i want to stay with VM

[jbrennand]

The Hub4 is no better than the Hub3 - an upgrade is unlikely to help.

Only obvious thing is that one Up channel has dropped to 32 qam and a few too many preRS errors.

can you try this
_________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts have all reset to 0 and seee if the qam's are all now 64 .

[crusader]

thanks for the reply, we are going to decorate the whole of the front room over the next 2 weeks so when i pull out the tv unit i will spend some time to check all connections as suggested

[Andrew-G]

Keep an eye on those downstream errors.  I agree with @jbrennand that the pattern of pre-RS errors does look as though something might be going on there.  A pre-RS error does not actually cause a problem by itself, because these are caught and corrected by the hub's error processing, whereas post-RS errors do cause problems of speed and reliability if they are cropping up in any appreciable numbers.

In terms of the hub renaming the networks, that's a firmware bug on the Hub 3, there's similar failings in the Hub 4 firmware, so definitely no point upgrading (and a dishonest and disreputable up-selling attempt by the agent).  What you can do is splash a few quid on a new router of your own (say a forty quid TP-Link Archer C6) and that will replace the hub's built in router, and not have the sort of bugs associated with VM's shoddy firmware, but I get the impression you'd not be too keen on that idea.

If it keeps hanging or theirs obvious connection problems, report back here - the vast majority of faults can be fixed, sometimes it takes persistence and the use of bureaucratic menace to achieve that.

[Zak_M]

Good morning crusader, 

Welcome back to the forums and thank you for taking the time to post. 

I am sorry to hear that you have been having some issues with your connection. 

I have just run though some checks on our end and we are going to need to get an engineer out to put things right. 

I will pop you over a PM so that I can confirm your address. 

Kind regards,

Zak_M

[crusader]

I have replied to you via dm please can you respond back please.