Poor wifi signal

[jollyms]

Very poor wifi signal for 2 weeks now. The speed to the hub shows as around 230mbs but wifi does not go above 30-35mbs regardless of the time of the day. Sometimes in the afternoon the wifi signal strength is down to 13mbs. It’s hard to stream a video or work from home. Ive reset the hub multiple times and it doesnt improve the situation. If that matters, Im located in NW6 postcode though every time i check there arent any area network issues reported. Id appreciate a Virgin Agent to get in touch since its extremely hard to get to a human over the phone. Thank you

[Client62]

This read like the customer's device supports Wi-Fi on the 2.4GHz band only, where we would be expecting to see about 50Mb/s as the maximum.   A Wi-Fi connection speed of 72Mb/s when close to the Hub would confirm this.

What make and model of mobile or laptop are you using ?

[jbrennand]

Also... check in the laptop settings that the wifi "network card" has its connection speed set to 1GB and not 100Mb.

[jollyms]

Thanks for your replies. The issue occurs on any device… tablet, Apple TV, LG TV, Alexa and iPhone. Hope this helps.

[Ashleigh_C]

Hi there @jollyms 

Thank you for posting and a big thank you to our community for their help so far. 

I have taken a look on our side and I cannot see any issues that could be causing this on our side.

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.
 

[jollyms]

hi,

please see Router logs:

Time Priority Description

01/09/2023 12:15:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2023 12:15:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 00:44:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 00:15:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 00:15:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 07:33:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2023 12:15:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2023 12:15:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2023 01:40:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2023 00:15:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2023 00:15:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2023 10:43:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 12:15:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 12:15:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2023 09:08:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2023 00:15:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2023 00:15:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 04:11:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 12:15:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 12:15:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jollyms]

No/very slow wifi again right now. Speed test showed around 100mbs but i couldnt stream a video https://www.thinkbroadband.com/speedtest/1693758056603721455

i cant connect to the virgin app at all

broadband monitoring graph snapshot - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd835daf9380aed187d50a77d461804070a02d8f-03-09-2023

[Paulina_Z]

Hi @jollyms,

Thanks for coming back to us about your ongoing connection issue. Unfortunately, we're unable to view your BQM graph as it's not shared as a live link. 

I've also taken a look at our systems and I can see that your Hub uptime is over 70 days. Please reboot your Hub by turning it off and back on using the button on the back of the Hub.

Let me know how you get on and if your issue is still ongoing after this.

Thank you.

[jollyms]

Hi Paulina,

please see new live link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b941fab01b3b2bf7e2ac0a164ab093ff7c9e0b28

could you please advise what 70 days uptime mean? What is the impact on the network speed/signal?

[Daniel_Et]

Hi @jollyms,

We still can't view it unfortunately. When copying and pasting the link into a browser, it's just taking us to the thinkbroadband homepage.

Are you able to try once more please?

When we refer to uptime, we mean the time since the Hub was last rebooted. 

Have you tried rebooting the Hub? If so, has it made any difference to what you're experiencing?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[jollyms]

Hi Daniel,

i rebooted the hub today morning and still had connection issues in the afternoon during Zoom or Teams calls - unstable internet connection messages popping up every now and again and i lose sound and voice for at least 2 mins. It’s very frustrating, im unable to do my work effectively. Id appreciate a technician appointment since ive reported on this on-going issue 2 months ago.

ive never had to do hub reboot before when using other internet providers, this is quite bizarre to me and it isnt a fix so to say - suggesting to restart a hub when ive reported intermittent connectivity issues for weeks is not helpful. 

Broadband monitoring  - please see direct link to my live broadband monitoring graph, this should work.

looking forward to a technician appointment schedule suggestions.