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Message 1 of 17
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No network outside of lounge

Hello, 

I am pulling my hair out ! I work from home and have recently moved house and set up Virgin. We pay for the full package. The hub 3 is in our lounge and my desk is in my bedroom 6 metres away and the signal doesn't reach. We have tried the booster in each room but we can't get a signal anywhere other than the lounge. our house (bungalow) is open plan so there aren't any doors at the moment. Walls are just breeze block. 

When Virgin came to check signal outside the engineer said he could only get a reading of '5', when he would expect 15. But when the engineer came to fit he said the reading was great inside. But only checked in the lounge. I don't know if this 5 reading is a reason for bad signal? 

I can't get hold of anyone to discuss, I have tried numerous re starts etc and nothing is working. I really want to cancel if this can be resolved but can't even get hold of anyone for that! 

 

Can anyone help?! 

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Alessandro Volta
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Message 2 of 17
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Re: No network outside of lounge

You can't cancel on the basis of wifi since it's not part of your contract or speed guarantee.

Post some stats from the hub - the Network, Upstream and Downstream logs.

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Message 3 of 17
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Re: No network outside of lounge

Thanks for your reply.. 

What do you mean re post stats? Where do I get them? 

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Alessandro Volta
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Message 4 of 17
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Re: No network outside of lounge

Go to 192.168.0.1 and click Router Status at the bottom of the login page.
The logs are in there.

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Re: No network outside of lounge

OK thanks ! 

 

I can see this on the Router status: 

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
32600009
Locked
Provisioning State
Online

 

And this: 

Primary Downstream Service Flow

SFID9388
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9387
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Is that what you mean? Many thanks : ) 

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Alessandro Volta
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Message 6 of 17
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Re: No network outside of lounge

The downstream and upstream bits.

---------------------------------------------------------------
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Re: No network outside of lounge

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

14027500002.738256 qam30
22027500007.140256 qam9
3210750000740256 qam10
42187500006.840256 qam11
52267500006.538256 qam12
62347500006.340256 qam13
72427500006.438256 qam14
82507500005.538256 qam15
92587500005.538256 qam16
102667500005.538256 qam17
112747500005.138256 qam18
12282750000538256 qam19
132907500005.538256 qam20
142987500004.938256 qam21
153067500004.838256 qam22
163147500004.938256 qam23
173227500004.538256 qam24
183307500004.538256 qam25
193707500003.938256 qam26
203787500003.538256 qam27
213867500003.538256 qam28
223947500003.238256 qam29
234107500002.538256 qam31
24418750000238256 qam32



Downstream bonded channels

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

1Locked38.6140
2Locked40.3110
3Locked40.3100
4Locked40.3110
5Locked38.650
6Locked40.370
7Locked38.960
8Locked38.980
9Locked38.970
10Locked38.9110
11Locked38.970
12Locked38.970
13Locked38.980
14Locked38.970
15Locked38.960
16Locked38.960
17Locked38.980
18Locked38.940
19Locked38.920
20Locked38.680
21Locked38.9120
22Locked38.670
23Locked38.6100
24Locked38.6190
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Message 8 of 17
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Re: No network outside of lounge

And the Upstream stats and the Network Logs please 🙂

--------------------
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 17
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Re: No network outside of lounge

Think I posted both upstream and downstream logs on the message above? 

And this is the network log... 

30/10/2020 15:42:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 16:16:43Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 14:50:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 09:24:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 23:31:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:53criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:53criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:16:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:16:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 13:57:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 12:14:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 12:14:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 18:55:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 02:25:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 02:25:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:31:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 02:07:50noticeSW download Successful - Via NMS
14/10/2020 02:06:5noticeSW Download INIT - Via NMS
13/10/2020 02:58:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 17
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Re: No network outside of lounge

Sorry here's upstream: 

Upstream bonded channels

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

13260000939.3512064 qam5
23939997940.3512064 qam4
34620000440.8512064 qam3
45369999840.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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