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Regular drop outs on Wi-Fi

desarenezitic
On our wavelength

I've been experiencing regular drop outs on my Wi-Fi ever since having Virgin installed late last year, sometimes can be a few seconds, sometimes longer, up to 5 minutes or more.

Tried all the suggestions, reboots, resets etc but still happens regularly. Getting really frustrating. My information is below: -

ca7cc80a363156454b7fc2357db17b962f8dfd86

Cable Modem StatusCable Modem StatusItemStatusComments

 
 
 
Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
36600000
Locked
Provisioning State
Online
 

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID

1
138750000
4.8
40
256 qam
1
2
146750000
5
40
256 qam
2
3
154750000
4.9
40
256 qam
3
4
162750000
4.9
40
256 qam
4
5
170750000
4.6
40
256 qam
5
6
178750000
4.6
40
256 qam
6
7
186750000
4.6
40
256 qam
7
8
194750000
4.5
40
256 qam
8
9
202750000
4.4
40
256 qam
9
10
210750000
4.3
40
256 qam
10
11
218750000
4.4
40
256 qam
11
12
226750000
4.3
40
256 qam
12
13
234750000
4.4
40
256 qam
13
14
242750000
4.3
40
256 qam
14
15
250750000
4
40
256 qam
15
16
258750000
3.9
40
256 qam
16
17
266750000
4
40
256 qam
17
18
274750000
4
40
256 qam
18
19
282750000
4
40
256 qam
19
20
290750000
3.9
40
256 qam
20
21
298750000
4
40
256 qam
21
22
306750000
3.9
40
256 qam
22
23
314750000
4
40
256 qam
23
24
322750000
4.1
40
256 qam
24
15 REPLIES 15

desarenezitic
On our wavelength

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors

1
Locked
40.3
81
0
2
Locked
40.9
60
0
3
Locked
40.3
48
0
4
Locked
40.9
42
0
5
Locked
40.9
43
0
6
Locked
40.9
40
0
7
Locked
40.3
44
0
8
Locked
40.9
44
0
9
Locked
40.3
29
0
10
Locked
40.9
32
0
11
Locked
40.9
22
0
12
Locked
40.9
28
0
13
Locked
40.3
26
0
14
Locked
40.9
20
0
15
Locked
40.3
35
0
16
Locked
40.3
25
0
17
Locked
40.9
21
0
18
Locked
40.3
21
0
19
Locked
40.9
19
0
20
Locked
40.3
41
0
21
Locked
40.9
34
0
22
Locked
40.3
37
0
23
Locked
40.3
30
0
24
Locked
40.3
24
0

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1
36600000
44.3
5120
64 qam
3
2
30100000
43.3
5120
64 qam
4
3
43100025
45.3
5120
64 qam
2
4
49600000
46.3
5120
64 qam
1
5
23600034
42.3
5120
64 qam
9
 
 

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

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

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
 
 

Primary Downstream Service Flow

SFID
18928
Max Traffic Rate
402500089
Max Traffic Burst
42600
Min Traffic Rate
0
 
 

Primary Upstream Service Flow

SFID
18927
Max Traffic Rate
38500089
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
BestEffort

Network Log

TimePriorityDescription

13/04/2023 17:51:31
Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2023 09:22:39
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 19:42:27
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;
10/04/2023 22:53:48
Error
DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The Hub stats looks fine.

This looks like a Hub 3 and we find these settings give us a stable WiFi connection.

Wireless >>> Security

Client62_0-1680359554768.pngClient62_0-1678622112364.png

I will try these suggested settings, do I log into the router to do this?

Aye!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Login to the Hub 3 at http://192.168.0.1

The Hub's password is on a sticker and it is numeric.

If you can do this over a network cable it can be a little easier.

If not, just be aware the Hub 3 drops the WiFi connection for short period after the changes are applied.

Thanks to you both, will try this later when back home.

Doing this now, can't access some settings though (they are greyed out):

Screenshot_20230414-193118.png

 

 

Hi @desarenezitic 

Thanks for posting and welcome to the community.

Sorry to hear of any WiFi issues. I've done a system check here and no issues are showing/area outages. The levels are also fine. 

Please try the Connect App When downloaded, you'll be able to do a wireless scan in the property. This will help identify and optimise any coverage issues. If a Pod is needed, you'll be prompted to order.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill


At the bottom of the page, Disable Channel Optimisation and that will unlock the settings.