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Router Wifi Dropping Out - Help Line Not Helpful

Hi,

I've been experience frequent 5-15 minute drop-outs across multiple devices whilst one or two devices still remain working. i.e. my wife's laptop continues to have wifi but my work laptop and our phones will have no wifi. The internet is still working on at least 1 device which points towards the Hub 3 being the issue.

I called the help line - the operator jumped to it being the external line rather than the router. They claimed I was moving the devices out of the wifi range despite me saying 3 times that they are all in the same room next to the Hub 3 so wifi coverage is not the problem. They said they'd "make improvements" on the line but I'm not convinced.

Does anyone have any advice on this? I'm fairly sure it's most likely the Hub given that not all devices get kicked off the network/some still have internet. I've been with Virgin quite a while now, so is it worth pushing for a newer Hub for example?

Sorry if this appears a bit frustrated, waited quite while on hold to then not really be listened to by the person on the phone.

Thanks

 

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Alessandro Volta
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Message 2 of 12
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Re: Router Wifi Dropping Out - Help Line Not Helpful

Forget Wi-Fi until you can determine the WAN status.

What is your contracted speed ?

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Alessandro Volta
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Re: Router Wifi Dropping Out - Help Line Not Helpful

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Router Wifi Dropping Out - Help Line Not Helpful

Hi,
We are on M100. Nothing on Service status.

No wired ports on our laptops however speedtest over wifi sat next to Router is Ping 13ms, Download 110.32, Upload 10.05
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Re: Router Wifi Dropping Out - Help Line Not Helpful

You can also see the live BQM graph here (installed a few hours ago)
https://www.thinkbroadband.com/broadband/monitoring/quality/share/82373cb1729da0e02c1879935b71e0e681...
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Re: Router Wifi Dropping Out - Help Line Not Helpful

OK, you are getting the expected speed.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Alessandro Volta
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Re: Router Wifi Dropping Out - Help Line Not Helpful

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Router Wifi Dropping Out - Help Line Not Helpful


@bearatlas wrote:
You can also see the live BQM graph here (installed a few hours ago)
https://www.thinkbroadband.com/broadband/monitoring/quality/share/82373cb1729da0e02c1879935b71e0e681...

Your >> BQM << will take a few more hours to develop properly.

At the top of the next hour can you try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 9 of 12
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Re: Router Wifi Dropping Out - Help Line Not Helpful

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13307500006.640256 qam25
22587500004.138256 qam16
32667500004.938256 qam17
42747500005.438256 qam18
52827500005.838256 qam19
6290750000638256 qam20
72987500006.538256 qam21
8306750000740256 qam22
93147500007.140256 qam23
103227500006.940256 qam24
113707500006.138256 qam26
12378750000638256 qam27
133867500005.940256 qam28
143947500005.438256 qam29
154027500004.638256 qam30
164107500004.538256 qam31
174187500004.838256 qam32
18426750000538256 qam33
19434750000538256 qam34
204427500005.138256 qam35
214507500005.440256 qam36
224587500005.138256 qam37
234667500004.938256 qam38
24474750000538256 qam39


post1

 
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Message 10 of 12
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Re: Router Wifi Dropping Out - Help Line Not Helpful

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 1 0
2 Locked 38.9 9 0
3 Locked 38.6 5 0
4 Locked 38.9 4 0
5 Locked 38.9 9 0
6 Locked 38.6 5 0
7 Locked 38.9 21 0
8 Locked 40.3 5 0
9 Locked 40.9 6 0
10 Locked 40.3 19 0
11 Locked 38.6 0 0
12 Locked 38.9 5 0
13 Locked 40.3 4 0
14 Locked 38.9 6 0
15 Locked 38.6 0 0
16 Locked 38.9 2 0
17 Locked 38.6 7 0
18 Locked 38.9 6 0
19 Locked 38.9 5 0
20 Locked 38.9 7 0
21 Locked 40.3 6 0
22 Locked 38.9 5 0
23 Locked 38.9 7 0
24 Locked 38.9 2 0


Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 47.8 5120 64 qam 5
2 39400012 47.3 5120 64 qam 4
3 46199996 47.3 5120 64 qam 3
4 53699974 49.3 5120 64 qam 2


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


General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
4ncxv9873254k;fg87dsfd;kfoA,.



Primary Downstream Service Flow
SFID 6310
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0



Primary Upstream Service Flow
SFID 6309
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort
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