on 14-04-2023 11:25
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: -
Cable Modem StatusCable Modem StatusItemStatusComments
Acquired Downstream Channel (Hz) | 138750000 | Locked |
Ranged Upstream Channel (Hz) | 36600000 | Locked |
Provisioning State | Online |
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 |
on 14-04-2023 11:26
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 |
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 |
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 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file |
SFID | 18928 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 18927 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
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; |
on 14-04-2023 11:29
The Hub stats looks fine.
This looks like a Hub 3 and we find these settings give us a stable WiFi connection.
Wireless >>> Security
on 14-04-2023 11:37
I will try these suggested settings, do I log into the router to do this?
on 14-04-2023 11:41
on 14-04-2023 13:03
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.
on 14-04-2023 13:07
Thanks to you both, will try this later when back home.
on 14-04-2023 19:33
Doing this now, can't access some settings though (they are greyed out):
on 17-04-2023 13:50
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.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 17-04-2023 13:55
At the bottom of the page, Disable Channel Optimisation and that will unlock the settings.