Problems with dropouts

[MimosaRages]

Hi

I keep getting wifi dropouts that happen sporadically throughout the day for the past 6 weeks. This affects general internet and zoom calls. I'm posting my logs below, can anyone spot anything wrong? When I run a diagnostic it tells me I have broadband issues but doesn't say anything else.

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

5	170750000	6.5	43.4	QAM256	5
6	178750000	6.8	43.4	QAM256	6
7	186750000	6.7	43.4	QAM256	7
8	194750000	6.5	43.4	QAM256	8
9	202750000	6.4	43.4	QAM256	9
10	210750000	6.3	44.6	QAM256	10
11	218750000	6.3	43.4	QAM256	11
12	226750000	5.9	40.9	QAM256	12
13	234750000	6.2	40.9	QAM256	13
14	242750000	6.3	43.4	QAM256	14
15	250750000	5.9	40.9	QAM256	15
16	258750000	6.1	40.4	QAM256	16
17	266750000	5.9	40.9	QAM256	17
18	274750000	5.9	40.4	QAM256	18
19	282750000	5.4	40.9	QAM256	19
20	290750000	5.6	40.9	QAM256	20
21	298750000	5.9	40.4	QAM256	21
22	306750000	6.1	40.9	QAM256	22
23	314750000	5.9	40.4	QAM256	23
24	322750000	5.6	40.4	QAM256	24
25	330750000	5.4	40.4	QAM256	25
26	338750000	5.7	40.4	QAM256	26
27	346750000	5.8	40.4	QAM256	27
28	354750000	5.8	40.4	QAM256	28
29	362750000	5.5	40.4	QAM256	29
30	370750000	5.3	40.4	QAM256	30
31	378750000	5.4	40.9	QAM256	31
32	386750000	5.1	40.4	QAM256	32
33	394750000	5.4	40.4	QAM256	33
34	402750000	5	40.4	QAM256	34
35	410750000	5.1	40.4	QAM256	35

3.0 Downstream channels

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

5	Locked	43.376591	0	0
6	Locked	43.376591	0	0
7	Locked	43.376591	0	0
8	Locked	43.376591	0	0
9	Locked	43.376591	0	0
10	Locked	44.625977	0	0
11	Locked	43.376591	0	0
12	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	43.376591	0	0
15	Locked	40.946209	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.946209	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.946209	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0
32	Locked	40.366287	0	0
33	Locked	40.366287	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

130

4K

2511

QAM2048

417

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

3.8

126438

0

Thanks in advance

Mimi 

[jbrennand]

Post up the data from the upstream channels and the network logs.

Also, are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Sabrina_B]

Hi @MimosaRages 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having, the logs that you have submitted are true to the Virgin Network diagnostics, but if you are using the Hub in modem mode what you are experiencing and the log reports will not be true. We would advise to look into removing any third party equipment and using the Hub in router mode to see if you are having issues, if you are having signal related issues due to location of devices in the home from the Hub, you can look into our 👉 WiFi Max that we have to improve signal strength and speeds.

If you wish to carry on using a third party device you may think about using it in router mode and following on from the Virgin network name as modem mode and the compatibility with firmware will hinder the Hubs performance. As for compatibility of the hardware, if your third party Hub is WiFi 6 enabled then it will not work on Hub 3's or 4's.

If you are still facing issues, we can look into this further via private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina