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Ongoing broadband issues

I’ve been having ongoing issues with some wireless devices showing as connected but having no internet access - this is whilst having a mostly full signal. I can have a phone and a laptop both connected to wifi in the same room where the Hub 3.0 is located, but my pc will say no internet access whilst my phone is working.

Wifi devices randomly drop onto connected but no internet daily and this is only fixed by resetting the wifi connection.

I am having to switch the Hub off and on numerous times a week, sometimes several times a day. It can take two resets, lasting 15 - 20 minutes in total, to regain connectivity. This has been going on for many weeks now and appears to be a problem with the Hub, rather than anything else.

I have followed instructions on the Virgin website around resetting and restarting the router. I’ve tried the Connect app which indicates no problem. I’ve tried suggested fixes on this support forum e.g. turning off channel optimisation and splitting the 2.4Ghz and 5Ghz networks. Nothing makes a difference.

I’ve tried contacting Virgin support but - perhaps understandably at the moment given the issues with COVID-19 - can’t get through on the phone and the text support is next to useless.

I even tried raising a formal complaint via the Virgin website but despite promising a response within 48 hours here we are two weeks later and I’ve had no contact.

Seriously considering just cancelling my direct debit and seeing how long it takes Virgin to get in touch with me!

Can anyone help? Better still can someone from Virgin sort this out, send an engineer, whatever it takes? It’s a first world problem but unreliable broadband is very frustrating!

My Thinkbroadband link is below, and I will cut and paste the hub logs into the next post.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/712a61b47f20cf8997a70963a9ce836938376b20
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Re: Ongoing broadband issues

Downstream bonded channels

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

14830000000.537256 qam30
21870000002.536256 qam7
3195000000237256 qam8
4203000000237256 qam9
5211000000236256 qam10
62190000001.737256 qam11
72270000001.236256 qam12
82350000000.936256 qam13
92430000000.536256 qam14
10251000000036256 qam15
11259000000036256 qam16
122670000000.536256 qam17
132750000001.236256 qam18
142830000001.737256 qam19
152910000001.736256 qam20
16299000000236256 qam21
173070000002.437256 qam22
183150000002.937256 qam23
193230000003.237256 qam24
204430000000.937256 qam25
214510000000.936256 qam26
224590000000.736256 qam27
234670000000.936256 qam28
244750000000.436256 qam29



Downstream bonded channels

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

1Locked37.35310
2Locked36.6330
3Locked37.3340
4Locked37.3400
5Locked36.6280
6Locked37.3270
7Locked36.6380
8Locked36.6340
9Locked36.3550
10Locked36.6580
11Locked36.31090
12Locked36.3710
13Locked36.3340
14Locked37.3340
15Locked36.6530
16Locked36.6380
17Locked37.3420
18Locked37.3630
19Locked37.3610
20Locked37.33410
21Locked36.34790
22Locked36.65430
23Locked36.65260
24Locked36.36730
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Re: Ongoing broadband issues

Upstream bonded channels

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

1326000004.525512064 qam5
2394000004.55512064 qam4
3462000004.65512064 qam3
4537000004.725512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Ongoing broadband issues

Network Log

Time Priority Description

21/06/2020 07:59:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 17:13:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:38:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 13:45:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:58:52noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 03:58:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 14:56:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 01:12:6ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 01:59:8ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 14:16:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 16:37:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 15:23:57ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 14:52:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 03:52:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 20:58:51ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 19:00:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 20:49:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Ongoing broadband issues

Anybody?

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Alessandro Volta
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Re: Ongoing broadband issues

You can try a 60 second pinhole reset on the hub but if it’s just WiFi dropping out there nothing Virgin can or will do (other than upsell you subpar boosters).


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