12-09-2021 12:28 - edited 12-09-2021 12:29
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- |
on 12-09-2021 14:43
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.
on 12-09-2021 15:37
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 |
on 12-09-2021 15:38
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 |
on 12-09-2021 15:49
12-09-2021 16:06 - edited 12-09-2021 16:08
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 .
on 12-09-2021 16:20
on 12-09-2021 17:16
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.
on 15-09-2021 08:32
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
on 15-09-2021 16:24
I have replied to you via dm please can you respond back please.