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kacyastro
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Random wi-fi drop outs and Hub 3.0 keeps resetting

For the last few months I've had occasional loss of wi-fi signal with associated 'hunting' for home network with flashing wi-fi plus internet LEDs and eventual auto-reset of my Hub 3.0. I've tried all the standard reset methods both on my router and pc (including two hours spent on the phone with apple support during which they could find no computer related issues) and checked and verified every connection. Download speeds are generally as claimed, i.e. > 200, although sometimes struggle to reach 50. My main concern is the loss of of wi-fi facility without any clear reason. VM help desk have checked out my router and despite a reset from their end to try to cure the problem, it keeps returning which is all very frustrating. Any suggestions? I'm very sure it's not my setup which I've had for a couple of years and I get the same problems whether operating a wi-fi connection to the Hub 3 (which has always worked unerringly before) or via ethernet. 

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Superuser
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

ahhh the magic reset from offshore - does sod all but makes them feel that they have helped

do you lose connection to the internet on a wired connection when you lose wifi

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

if its an earlier hub button is top right

____________________

Tony
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kacyastro
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Message 3 of 12
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

No, connection loss is independent of whether I make a wi-fi or wired connection.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 315000000 2.4 38 256 qam 23
2 482750000 0.2 38 256 qam 29
3 474750000 0 38 256 qam 28
4 466750000 0.2 38 256 qam 27
5 458750000 0.5 38 256 qam 26
6 450750000 1.4 38 256 qam 25
7 323000000 2 38 256 qam 24
8 307000000 2.7 38 256 qam 22
9 299000000 2.9 37 256 qam 21
10 291000000 2.7 37 256 qam 20
11 283000000 2.5 37 256 qam 19
12 275000000 2.5 37 256 qam 18
13 267000000 2.4 37 256 qam 17
14 259000000 2.2 37 256 qam 16
15 251000000 2 37 256 qam 15
16 243000000 2.2 37 256 qam 14
17 235000000 2.2 37 256 qam 13
18 227000000 2.4 37 256 qam 12
19 219000000 2.5 37 256 qam 11
20 211000000 2.4 37 256 qam 10
21 203000000 3.2 37 256 qam 9
22 195000000 3.5 37 256 qam 8
23 187000000 4 37 256 qam 7
24 179000000 4.3 37 256 qam 6



Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 394 0
2 Locked 38.6 1016 0
3 Locked 38.6 966 0
4 Locked 38.6 1027 0
5 Locked 38.6 1498 3
6 Locked 38.9 1328 19
7 Locked 38.6 375 0
8 Locked 38.6 370 0
9 Locked 37.3 2065 0
10 Locked 37.6 695 0
11 Locked 37.3 1466 55
12 Locked 37.6 1640 92
13 Locked 37.6 1814 295
14 Locked 37.6 1420 365
15 Locked 37.6 771 72
16 Locked 37.6 752 54
17 Locked 37.6 1724 96
18 Locked 37.6 1211 350
19 Locked 37.6 894 147
20 Locked 37.3 594 173
21 Locked 37.3 548 31
22 Locked 37.3 807 0
23 Locked 37.6 1274 14
24 Locked 37.6 1513 178








Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 45.3 5120 16 qam 2
2 25800000 44.3 5120 16 qam 4
3 32600000 45 5120 16 qam 3
4 46200000 44.8 5120 16 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 29 0
3 ATDMA 0 0 26 0
4 ATDMA 0 0 19 0

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kacyastro
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Message 4 of 12
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

Sorry....Think the answer to your question about loss of internet connection should actually have been yes! This happens simultaneously with wi-fi drop out as expected but often my first indication of network loss (apart from a diminishing network symbol in the menu bar) is when my mac safari freezes and "no internet connection/computer offline" prompt appears. This happens whether or not connection is wired.

Kim
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Superuser
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Message 5 of 12
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

levels are good bu the upstream could be the problem - all on 16qam which may or may not be correct - lots of T3's - wait for VM to get to the thread and comment - nothing you can do but wait and see what they say

____________________

Tony
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bswvilla
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

Hi,

I've been experiencing the exact same problem for the last month. A engineer attended 10days ago and there was no physical fault found but the engineer found that there were T3 and T4 time outs and this was put down to fluctuating power levels on the fibre optic signal to the hub. Everything was ok for a few days then last week the hub was dropping out again. The engineer came back on Saturday but again could not find any obvious faults, luckily the hub dropped out right in front of him and he found that the power levels at the time of the drop out spiked well above what was normal. He did some more jiggery-pokery with the external box and then changed all connecters and splitters etc. I'm just waiting now to see if this has fixed the problem.  My VM service was only installed in July and the whole network and infrastructure is totally brand new.  The issue is rather frustrating to say the least.

Hope this helps.

 

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Ennda
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Message 7 of 12
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

I've had exactly the same problem several times since a Virgin engineer came over and changed my old hub to Hub3 in June this year. Every so often my internet connection quits and two green lights keep flashing on the Hub. My computer is a Mac OSX 10.9.5 and when the problem happens I go to System Prerences, click on 'Internet' which confirms that I'm not connected. I get an option to re-set which asks for my WIFi password but. no matter how many times I enter it exactly as printed on my Hub, it is rejected. I check all cables, they are all okay. Finally I switch off the Hub for several hours. When I turn it back on, the internet connection is restored. This is all extremely annoying and should not be happening with a new Hub, especially when Virgin is raising broadband price by £3.50 in October! As a Virgin customer for many years I object strongly to the many service flaws, the long waiting times on the phone, and the price rise. I've written Virgin an email about it over 2 months ago but never got a reply. Is anybody from Virgin listening?

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Ennda
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

I meant to add the following to my earlier message:

Could the loss of internet connection be tied to using WiFi on other devices? I've only just realised that it might be happening if I've used my Kindle with WIFI turned on, and/or my mobile phone ith WiFi turned on. They are both synced with my Virgin Media and the WiFi Network for my Kindle is the same as for WiFi on my Mac laptop. Since I rarely use the Kindle and rarely log in to the internet on my mobile, could it be that the loss of connection on my computer happens on the few occasions I do sync with theseother devices?  The engineer who installed my new Hub mentioned something like this but I can't remember exactly what he said.
Does anyone have information about this?

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beglee
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Message 9 of 12
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

bswvilla's post was a MASSIVE help!

Suffered with this issue for years. Intermittent internet drop outs, because the router seemed to restart itself at random, sometimes several times in a short timespan. Had it with 3 different hub 3.0 boxes. In two different residences. Restarts and factory resets did nothing. Tried switching to modem only mode, no help. Had two different technician visits, never fixed it. Virgin always reported good line health and connection. Basically they had no idea how to fix the problem.

Our solution: After the latest "a replacement box may solve your problem" cookie-cutter solution didnt change anything, I stumbled onto that post above that mentioned "power surge" as a potential cause of the restarts. So based on that I switched out the cables from the virgin wall connection into the router, including the splitter. I never changed over these parts when we got the new box, just switched out the box itself. Hey presto, zero issues for the last month! It's a massive relief, having put up with this for so long.

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jbrennand
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Re: Random wi-fi drop outs and Hub 3.0 keeps resetting

Where did you get the new cables and splitter from ?

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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