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Poor wifi after rewiring - Hub 3.0

AANMVM1
Joining in

Hi.

We've been struggling to get reliable internet connectivity for a while now. A few months back we had a VM technician come over and replace our wifi hub (3.0) and rewire connection to the house. Seems mobile device connectivity (iOS or Android) is often an issue- even if showing strong signal and connectivity, items don't load or take a very long time. Bigger devices like laptops seem more reliable, but there will be spikes when connection is weak or interrupted.

Any help appreciated - this is so frustrating and disruptive.

I setup a BMQ a few weeks back:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d83b04e8f14b59c1e5854cd0c8cd44dd775a7905

 

Also, the following is diagnostic info taken from the Hub:

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 9736
Max Traffic Rate 287500061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 9735
Max Traffic Rate 27500061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

 

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 235000000 -0.2 38 256 qam 13
2 243000000 -0.5 38 256 qam 14
3 251000000 -0.7 38 256 qam 15
4 259000000 -0.7 38 256 qam 16
5 267000000 -0.5 38 256 qam 17
6 275000000 -0.7 38 256 qam 18
7 283000000 -1.2 38 256 qam 19
8 291000000 -1 38 256 qam 20
9 299000000 -0.5 38 256 qam 21
10 307000000 -0.4 38 256 qam 22
11 315000000 0 38 256 qam 23
12 323000000 0 38 256 qam 24
13 331000000 -0.2 38 256 qam 25
14 339000000 0 38 256 qam 26
15 347000000 -0.2 38 256 qam 27
16 355000000 -0.4 38 256 qam 28
17 363000000 -0.2 38 256 qam 29
18 371000000 -1.2 38 256 qam 30
19 379000000 -1 38 256 qam 31
20 387000000 -0.9 38 256 qam 32
21 395000000 -1.5 38 256 qam 33
22 403000000 -1.4 38 256 qam 34
23 411000000 -1.9 38 256 qam 35
24 419000000 -2.5 38 256 qam 36


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1168 3
2 Locked 38.6 961 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30100000 45 5120 64 qam 8
2 49600000 45.8 5120 64 qam 4
3 36600000 45.5 5120 64 qam 6
4 43100000 45.5 5120 64 qam 5
5 23600000 45 5120 64 qam 11


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


3 Locked 38.9 2461 11
4 Locked 38.6 2962 1
5 Locked 38.6 4677 33
6 Locked 38.9 2694 19
7 Locked 38.9 1207 15
8 Locked 38.6 1776 30
9 Locked 38.9 661 18
10 Locked 38.9 611 3
11 Locked 38.6 499 0
12 Locked 38.9 276 0
13 Locked 38.9 425 0
14 Locked 38.9 368 2
15 Locked 38.6 344 0
16 Locked 38.6 463 14
17 Locked 38.9 341 11
18 Locked 38.6 241 0
19 Locked 38.9 191 12
20 Locked 38.6 277 15
21 Locked 38.9 576 1
22 Locked 38.9 535 0
23 Locked 38.9 345 0
24 Locked 38.9 323 10

ime Priority Description
17/04/2023 20:10:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


17/04/2023 19:56:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


17/04/2023 19:41:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


17/04/2023 19:41:18 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


15/04/2023 12:52:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2023 00:39:11 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/04/2023 12:20:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/04/2023 02:14:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/04/2023 00:06:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/04/2023 14:14:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/04/2023 11:47:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/04/2023 07:43:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:44:16 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:34:2 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;

03/04/2023 19:33:36 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:24:27 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;

03/04/2023 19:24:26 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 18:50:16 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;

03/04/2023 18:49:54 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18 REPLIES 18

g0akc
Problem sorter

Are wired (Ethernet) connections affected or only WiFi?  Can you check with say a laptop.

Was the hub location changed?

 

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!

Hi.

The hub location was not changed.

Wired connections directly into the router are fine: there intermittent lapses where connectivity would be slow or lost periodically - although over the last 2-3 weeks, the intermittent lapses are more of speed rather than actual loss of connectivity.

Kath_F
Forum Team
Forum Team

Hi AANMVM1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with your broadband connection. 

Taking a look at things this end, there are no faults in the area affecting you, your power and signal levels are all within optimal range and there is nothing really jumping out. 

As you've mentioned your ethernet devices seem OK, it sounds like the issue is more wireless. There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: WiFi Help

The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

  • Out in the open
  • Next to the TV not behind it
  • Away from large bodies of water (e.g. fish tanks)
  • Away from baby monitors and cordless phones

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here.

Finally, you can view more about our new WiFi Max service here.

Please keep us posted on how you get on. 

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi Kath_F,


Thanks for your post and suggestions.

In terms of the obvious and simple things you suggest - can confirm that there are no cordless phones, or fish tanks in the way. We will move the router to see if that helps - although the router position has not moved at all, and the problems have got severe since the rewiring was done by a VM technician - where a replacement router was also provided. 

We will look through these and come back to you.

Thank you for that information AANMVM1. Please do let us know how moving the hub goes. 

^Martin

AANMVM1
Joining in

Hi.

Just to update: moving the position of the router makes no difference with wifi sadly. Even sat next to the router with a device gives the same results.

Looking at the the BMQ monitor over recent days, it does seem like there are frequent spikes with packet loss too- am no expert on these, so any further advice on whether these indicate a wider problem appreciated. I've taken a few from the last week and added them below (Starting from today first):

 
 
 

AANMVM1_0-1683728889836.png

 

AANMVM1_1-1683728948319.png

 

AANMVM1_2-1683729026756.png

 

AANMVM1_3-1683729109762.png

 

AANMVM1_4-1683729174877.png

 

 

 

legacy1
Alessandro Volta

for the worst times put hub in modem mode with just a PC allow ICMP inbound with a new BQM and see how stable it is when Pc is idle I hope  

---------------------------------------------------------------

Hi @AANMVM1,

Thank you for the update on this. I've taken a closer look at things for you and I'm unable to detect any faults currently that would explain this.

I'm going to send you a private message in a few moments so that we can take a closer look at things. Please respond to this when you can and we'll go from there with this.

Thanks,

 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Hi @AANMVM1,

Thank you for getting back to me via private message so that we could look into this for you. As we discussed there, a technician visit has now been scheduled and booked.
 

I'm unable to confirm the date/time of the booking publicly, but this can be checked and managed via the My Virgin Media online account. It may not appear straight away, but after an hour or so it should update and show it.
 

A fault technician visit is free of charge unless one of the below instances apply:

•    You are not present for the technician visit.
•    The fault is due to your own equipment.
•    The fault is due to damage caused by yourself or someone at the premises which we were not aware of.
•    The fault is due to theft, loss, or removal of equipment.


If any of the above apply, there will be a £25 charge which will be added to the next monthly bill.
 

You can find more information about this here.


Let us know how the visit goes either way.


Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!