Router continually rebooting - Virgin unwilling to help!

[olliewaite]

I've been having issues with my Virgin broadband for months and have now reached a point where Virgin are unwilling to help. 

The Wi-Fi router will continually reboot multiple times every day, so I have to hotspot from my phone for work calls regularly. When I check the status of the broadband I always get told to wait 24 hours before anyone can be called.

A couple of weeks ago they finally agreed to send a technician round who said the 'signals were off' and replaced the router. The issues are still persisting and have not been resolved with the new router. I can now also see both the old and new Wi-Fi network when I search for networks on my laptop.

As in the image below, the top one 'VM9641453' is the new one and the 'VM8789532' is the old one - he took away the old router and password so I am unable to connect to the old one, should it even be there seen as it is now completely redundant without the password?

I have raised a complaint about this and was told that my internet usage had gone up massively in the last month - there is no reason for this, perhaps something to do with now having two networks? They also said that the issues were probably caused by my internet speed with my current package (125mbps) being insufficient for 1-2 people working from home and tried to get me to upgrade to a higher speed for more money! They also said they could see I'd been disconnected over 50 times in the last month be refused to acknowledge there was an error.

I asked for a technician to come round and they said I would have to pay £25 as there is no fault. Please can anyone advise what to do as Virgin seem unwilling to help.

I've included below the error log from the router and can provide more detail if needed.

[Cardiffman282]

Ignore offshore customer services. They know nothing and are only interested in sales commission due to their miserable basic pay. 

Please post all of your downstream and upstream hub stats here. 

[olliewaite]

Thanks!

 

Upstream bonded channels

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

1	25800000	50.5	5120	64 qam	14
2	32600000	50.5	5120	64 qam	13
3	39400000	50.5	5120	64 qam	12
4	46200000	50.5	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Downstream bonded channels

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

1	362750000	4	40	256 qam	29
2	226750000	2.4	38	256 qam	12
3	234750000	3	40	256 qam	13
4	242750000	2	38	256 qam	14
5	250750000	3	40	256 qam	15
6	258750000	2.9	38	256 qam	16
7	266750000	4.3	40	256 qam	17
8	274750000	3.5	40	256 qam	18
9	282750000	4	40	256 qam	19
10	290750000	3.7	40	256 qam	20
11	298750000	4	40	256 qam	21
12	306750000	3.7	40	256 qam	22
13	314750000	4	40	256 qam	23
14	322750000	3.7	40	256 qam	24
15	330750000	4	40	256 qam	25
16	338750000	3.9	40	256 qam	26
17	346750000	4	40	256 qam	27
18	354750000	4	40	256 qam	28
19	370750000	3.9	40	256 qam	30
20	378750000	3.5	40	256 qam	31
21	386750000	3	40	256 qam	32
22	394750000	2.5	40	256 qam	33
23	402750000	2.7	40	256 qam	34
24	410750000	2.9	40	256 qam	35

Downstream bonded channels

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

1	Locked	40.9	5	0
2	Locked	38.9	0	0
3	Locked	40.9	6	0
4	Locked	38.9	0	0
5	Locked	40.3	0	0
6	Locked	38.9	0	0
7	Locked	40.9	0	0
8	Locked	40.9	0	0
9	Locked	40.3	6	0
10	Locked	40.9	6	0
11	Locked	40.9	0	0
12	Locked	40.3	6	0
13	Locked	40.3	4	0
14	Locked	40.9	0	0
15	Locked	40.3	5	0
16	Locked	40.3	0	0
17	Locked	40.3	6	0
18	Locked	40.3	3	0
19	Locked	40.9	0	0
20	Locked	40.3	13	0
21	Locked	40.9	6	0
22	Locked	40.9	0	0
23	Locked	40.9	4	0
24	Locked	40.9	5	0

[Cardiffman282]

I can't see the pictures at time of replying. The stats are broadly okay but the upstream power levels look a little high to me. 

I remain confused as to how your old network can still apparently broadcast its SSID. Have you got other network kit like powerline adapters or boosters that have perhaps not been updated to the new SSID? 

[olliewaite]

The images seem to have been removed not sure why but I've copied and pasted the network log below.

They have now allowed me to book another technician for next Wednesday without paying the £25 so we will see if that helps!

Network Log

Time Priority Description

02/06/2023 12:08:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 12:08:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 11:38:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 11:38:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 11:08:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 11:08:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 11:06:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 10:25:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 10:25:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 09:43:59	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 09:43:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 09:15:10	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:53:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:53:7	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:52:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:52:22	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:51:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:42:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:41:27	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 00:40:47	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Cardiffman282]

They are like a metronome at times pulsing every 30 minutes.

Set up a BQM and monitor its pattern. 

[Client62]

The old SSID looks like a WiFi connection left over from the previous VM Hub.
Deleting the connection for the old SSID should clear that concern.

[Client62]

Reading 'the issues' are persisting, does that mean that the both the old and new Hub 3s reboot often ?
If it does, was the PSU replaced during the last engineer's visit ?

[Matthew_ML]

Hey ollirwaite, thank you for reaching out and a warm welcome to the community I am so sorry to see you are having some connection issues.

I can see you've spoke to the team since this post, did they manage to get this resolved for you? Thanks