Nightmare with internet connection, devices constantly dropping out and hanging and losing Wi-Fi signal

[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-

[Zak_M]

Thank you for providing me with that information via PM. 

I have booked for an engineer to attend, to view your appointment, time, date & make any amendments, please visit your my virgin media account.

Kind regards,

Zak_M

[crusader]

Hi can you send me the details of the engineers booking date and time.

I have used the link that you provided but can't find the engineers details any where on your site. 

[Steven_L]

Thanks for coming back to us @crusader.

Have you been able to view your appointment via your online account?

Regards

Steven_L

[crusader]

Hi, 

The wife has now had a text with the details thank you. 

[Robert_P]

Thanks for letting us know crusader, let us know how the appointment goes.

Rob

[crusader]

Hi,

A very friendly and professional engineer came out today he said something about fixing a kink in the cable and ran some tests, he advised that the router was running far to hot, and replaced it for a superhub 4.

It's currently running on the basic settings and I will configure my settings and run it for a few days and let you know if the issues are resolved.

Thank you

[lotharmat]

Watch out for the hub 4s running hot!

They have a fan in the bottom of them and ideally should be raised off the floor (you can get little rubber feet to stick on) and on a hard surface!

A few people have reported improvements to the hub due to it running cooler this way and not 'throttling' throughput due to it getting hot!

[crusader]

Thanks for the tip, I will look out for some rubber feet to put under it. 

[David_Bn]

Good Afternoon @crusader,

How have things been looking since your post Monday, have you experienced any Wi-Fi issued or the hub overheating?

Kindest regards,

David_Bn

[crusader]

Hi,

I can say that the WiFi has been loads better since the switch out, but the superhub 4 does seem to run very hot.