Repeated wifi/on demand drops

[Msinclair9981]

In recent weeks we have suddenly experienced frequent drops on wifi and on demand/network tv features. We typically notice it first whilst working/surfing on phones and then see Netflix/on demand features won’t work at the same time. Virgin tv is Ethernet wired to superhub.

A superhub restart resolves the issue but this is sometimes happening 2-3 times a day (not every day). 2 engineers and 2 replacement superhub a later and the issue persists. Setup worked fine 5 years and only arose last few weeks.

virgin support (WhatsApp chat) think it’s wifi connectivity issue and propose we pay £5 a month for wifi pod. But wired tv services drop too so I don’t believe this to be true and it happens at random times and maybe I’m away at work but wife is home. We are rarely both out to know if it drops whilst we are all out but plenty of always connected devices (ovens, smart speaker) and wired virgin tv.

any help is appreciated. Thank you 

[japitts · Accepted solution]

It's not completely clear from your post, so I'll ask for avoidance of doubt...

Are Ethernet cabled connections from your hub similarly affected? That will establish whether this is a broadband issue (that would affect all connections) or a router/wireless problem.

[Msinclair9981]

I have the virgin tv and Xbox connected by Ethernet cables. Virgin tv loses on demand/ Netflix/Amazon and only allows live tv and my recordings until the is superhub restarted. The Xbox admittedly I’ve not tried and will look at during the next dropout.

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate 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'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Msinclair9981]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	322750000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

[Msinclair9981]

Downstream bonded channels

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

1	322750000	5.1	40	256 qam	24
2	138750000	3.5	40	256 qam	1
3	146750000	3.5	40	256 qam	2
4	154750000	3.5	40	256 qam	3
5	162750000	3.2	40	256 qam	4
6	170750000	3.5	40	256 qam	5
7	178750000	3.2	40	256 qam	6
8	186750000	3.4	40	256 qam	7
9	194750000	3.5	40	256 qam	8
10	202750000	3.5	40	256 qam	9
11	210750000	3.5	40	256 qam	10
12	218750000	3.5	40	256 qam	11
13	226750000	3.5	40	256 qam	12
14	234750000	3.7	40	256 qam	13
15	242750000	3.7	40	256 qam	14
16	250750000	4	40	256 qam	15
17	258750000	4	40	256 qam	16
18	266750000	4.6	40	256 qam	17
19	274750000	4.8	40	256 qam	18
20	282750000	5	40	256 qam	19
21	290750000	5.1	40	256 qam	20
22	298750000	5.6	40	256 qam	21
23	306750000	5.4	40	256 qam	22
24	314750000	5.1	40	256 qam	23

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.9	4	0
3	Locked	40.3	5	0
4	Locked	40.3	5	0
5	Locked	40.9	0	0
6	Locked	40.3	0	0
7	Locked	40.3	0	0
8	Locked	40.3	18	0
9	Locked	40.9	18	0
10	Locked	40.9	4	0
11	Locked	40.3	5	0
12	Locked	40.3	6	0
13	Locked	40.3	6	0
14	Locked	40.3	4	0
15	Locked	40.9	4	0
16	Locked	40.9	0	0
17	Locked	40.3	0	0
18	Locked	40.3	6	0
19	Locked	40.9	5	0
20	Locked	40.3	5	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.3	0	0

[Msinclair9981]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300000	43.8	5120	64 qam	1
2	53700000	44.5	5120	64 qam	2
3	46200000	44.8	5120	32 qam	3
4	39400000	44.5	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Msinclair9981]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	66096
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	66095
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Msinclair9981]

Network Log

Time Priority Description

10/12/2021 08:06:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2021 08:05:54	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2021 08:04:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 18:47:14	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 04:35:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 19:00:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2021 18:25:25	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 15:44:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 18:30:11	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 12:52:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 12:24:29	notice	SW download Successful - Via Config file
04/12/2021 12:22:16	notice	SW Download INIT - Via Config file
04/12/2021 12:22:12	Error	Disruption during SW download - Power Failure
01/01/1970 00:02:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 12:18:54	notice	SW Download INIT - Via Config file
01/01/1970 00:18:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:21	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:16:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:33	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Msinclair9981]

Thanks, here is the live link.

I cant explain the red drop out for large portions of the day, the wifi is running.  I have devices around the house and the VirginMedia Connect app shows strong signal in all rooms. But the superhub login and "Network Diagnostics Tools" claims all wifi devices have weak signal and to move closer to the superhub (3). 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cbbd1a653879154ac25c34bcca38b67c0cc2d849