Only able to connect via Virgin Media Connect

[narvin]

I keep losing connection to the WiFi in my house, most of the time the WiFi works fine, but several times a day all my devices simultaneously lose connection to the Hub and can't re-connect for a while. I'm not sure what's causing this to happen. However, today I downloaded the Virgin Media Connect app for this first time, and now in my phone's WiFi settings it says "Connected via Virgin Media Connect". The internet now works fine on my phone and any devices I connect to its hotspot, even though at the moment the connection to the Hub is down and I can't get any devices to connect to the Hub. My phone isn't connected to data. Can anyone tell me why I seem to be able connect to the internet via this app when I can't via the standard WiFi connection to the Hub, and/or based on the info I've given can you tell me why my internet might have been dropping out intermittently in the first place? (Apologies if I'm getting any of the terminology wrong or missing something obvious! Not sure I understand how all of this works)

[Client62]

Depending on the VM Hub you have, Smart WiFi aka Intellegent WiFi aka WiFi Channel Optimisation maybe enabled by default.

This can cause multiple devices to disconnect when the Hub drops the WiFi signal to change WiFi channels.

We have Smart WiFi disabled on our Hub and do not suffer from the Hub dropping the WiFi signal.

Virgin Media Connect causing phones to  prefer the Virgin Media hotspots is not unknown, removing or logging out of the app stops the behaviour.

[Martin_N]

Hi narvin, 

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your WiFi connection. 

Can you confirm if you have any issues on a Wired connection?

Have you been able to try what Client62 has suggested?

^Martin

[narvin]

Hi Martin,

I've tried having Smart WiFi disabled over the last few days but it doesn't seem to have made things any better or worse, the internet still cuts out intermittently. I don't seem to have any issues over a wired connection, as the WiFi isn't working at the moment but I'm using the internet by connecting my laptop to the Hub with an ethernet cable (would prefer not to have to connect using a cable every time though).

[Tom_W1]

Hi @narvin thanks for your reply here.

There aren't any faults on the line based on what we can see here, but you have mentioned that WiFi is not working - is this still the case as this is different from what we can see at the moment?

Can you post your Hub status and logs? 
How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum.
Many thanks

[narvin]

This is the link to the broadband quality monitor I set up. The internet has dropped out several times since I set up this monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/16a1824974fe2038c4f69208cf8f0251e3698cad

 

[narvin]

I can't go to http://192.168.0.1 at the moment as the connection's gone again but I'll try when it comes back

[narvin]

Hi Tom, these are the logs from the Hub (MAC addresses removed):

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	49600086	Locked
Provisioning State	Online

Downstream bonded channels

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

1	138750000	8.5	38	256 qam	1
2	146750000	8.6	38	256 qam	2
3	154750000	8.5	38	256 qam	3
4	162750000	8.6	38	256 qam	4
5	170750000	8.5	38	256 qam	5
6	178750000	8.1	38	256 qam	6
7	186750000	7.6	38	256 qam	7
8	194750000	7.4	38	256 qam	8
9	202750000	7	38	256 qam	9
10	210750000	6.4	38	256 qam	10
11	218750000	5.8	38	256 qam	11
12	226750000	5.1	38	256 qam	12
13	234750000	4.8	38	256 qam	13
14	242750000	4.3	38	256 qam	14
15	250750000	4.5	38	256 qam	15
16	258750000	4.9	38	256 qam	16
17	266750000	5.6	38	256 qam	17
18	274750000	5.8	38	256 qam	18
19	282750000	6.1	38	256 qam	19
20	290750000	6	38	256 qam	20
21	298750000	6.3	38	256 qam	21
22	306750000	6.3	38	256 qam	22
23	314750000	6.1	38	256 qam	23
24	322750000	6.1	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	1668	9
2	Locked	38.6	1487	0
3	Locked	38.6	1682	0
4	Locked	38.6	1529	0
5	Locked	38.6	1547	0
6	Locked	38.6	1032	0
7	Locked	38.6	1265	0
8	Locked	38.6	1331	0
9	Locked	38.9	1423	0
10	Locked	38.6	1785	13
11	Locked	38.6	2389	0
12	Locked	38.6	2800	0
13	Locked	38.6	3630	0
14	Locked	38.6	5114	0
15	Locked	38.9	4216	0
16	Locked	38.6	3514	1
17	Locked	38.6	1959	0
18	Locked	38.6	2079	0
19	Locked	38.9	1554	0
20	Locked	38.9	2346	0
21	Locked	38.6	2337	15
22	Locked	38.9	1782	0
23	Locked	38.6	2299	2
24	Locked	38.6	2045	0

Upstream bonded channels

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

1	49600086	37.5	5120	64 qam	1
2	23600000	36	5120	32 qam	9
3	36600114	36.8	5120	64 qam	3
4	30099835	36.5	5120	64 qam	4
5	43100091	37	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	5	0
5	ATDMA	0	0	2	0

[narvin]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	17086
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	17085
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[narvin]

Network Log

Time	Priority	Description
06/05/2023 09:20:59	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
06/05/2023 05:25:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 17:47:42	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 11:50:47	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/05/2023 09:42:20	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/05/2023 17:25:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
29/04/2023 18:34:26	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
29/04/2023 05:25:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
26/04/2023 20:17:53	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
26/04/2023 18:47:48	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
26/04/2023 11:58:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/04/2023 04:08:6	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/04/2023 20:53:39	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/04/2023 09:53:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
19/04/2023 01:14:21	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 21:53:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/04/2023 20:36:51	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 09:53:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2023 20:55:38	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;