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Router keeps dropping out of signal around 30 times a day as well as ethernet connection

jaffabfc1
Joining in

Hi.

I have Hub 3.0 and i am getting nothing but issues with the connection.

it was ok up until i got a contract on O2 and had my speed increased, ever since i have had the wifi drop out between 10-30 times a day (possibly more) i have devices plugged directly into the hub and they are the exact same with cutting out the same number of times a day.

the signal has also got worse, i use to be able to use my wifi in the garden which is now impossible, i cant get a more than 1 bar in the next room these days.

I have the following connected to it:

wirelessly

3 x tvs

2 x firesticks

4 x laptops

1 x ps4

1 x ipad

1 x tablet

5 x mobiles

1 x amazon alexa

1 x car

wired

1 x hive hub

1 x pc

1 x home plug adapters to 2 other pcs 

i have tried doing a full reset i have done a part reset i have unplugged for 30 minutes and tried again also changed all the channels and done one at a time.

nothing seems to be working, there hasnt been any new devices added for approx 6 months.

i have tried to get in touch with virgin who did a line test on the automated service but then asked me to follow a link and then ring back which i did but then did another linetest and sent another test was an absolute waste of time

18 REPLIES 18

jbrennand
Very Insightful Person
Very Insightful Person

That's a lot of Wifi connections - if they are all connected at the same time !  Can you switch them onto ethernet where possible?

But lets look at the connection data - can you do this..
__________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.- dont log in just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
________________________________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Downstream bonded channels

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

12030000003.540256 qam9
21390000004.840256 qam1
31470000004.640256 qam2
41550000004.340256 qam3
5163000000440256 qam4
6171000000440256 qam5
71790000003.740256 qam6
81870000003.940256 qam7
91950000003.740256 qam8
102110000003.240256 qam10
112190000003.240256 qam11
122270000003.240256 qam12
132350000003.240256 qam13
142430000002.740256 qam14
152510000002.540256 qam15
162590000002.540256 qam16
172670000002.740256 qam17
18275000000340256 qam18
192830000002.940256 qam19
202910000002.540256 qam20
212990000002.740256 qam21
22307000000340256 qam22
233150000003.240256 qam23
24323000000340256 qam24

 



Downstream bonded channels

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

1Locked40.9966827
2Locked40.37802008115215
3Locked40.35608954178187
4Locked40.3350266345712
5Locked40.3332727937435
6Locked40.9297658415254
7Locked40.3344263518376
8Locked40.9330878314049
9Locked40.936720316
10Locked40.3192571
11Locked40.3219172
12Locked40.3110644
13Locked40.9117962
14Locked40.31722118
15Locked40.397414
16Locked40.38621
17Locked40.97591
18Locked40.96310
19Locked40.95920
20Locked40.95770
21Locked40.35630
22Locked40.963717
23Locked40.36430
24Locked40.9520

0

 

 

 

Upstream bonded channels

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

14310000041.5512064 qam10
22360000040512064 qam13
33010000041512064 qam12
43660000041.5512064 qam11
54960000043512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0070
3ATDMA0030
4ATDMA0060
5ATDMA0050

Network Log

Time Priority Description

13/02/2023 08:16:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 03:05:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 03:05:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 16:50:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 15:05:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 15:05:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 06:25:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 03:05:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 03:05:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2023 07:59:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2023 15:05:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2023 15:05:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 18:23:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 03:05:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 03:05:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 19:30:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 15:05:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 15:05:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 07:19:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2023 17:47:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

thanks for that i have put details above.

not all wireless are connected at once 3 mobiles 2 tvs 2 firesticks and 1 tablet connected at most 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9911c0e70a912a211d761c2c2237ec12d9162152

can anyone help me please?

 

The signal levels, SNR and modulation look OK.

What are not OK the high number of "Post RS Errors" these could well be the source of internet disruptions.

If the Hub is powered off / on the Post RS Errors count will reset to zero, if Post RS Errors continue to mount then a service issue still exists.

Check if there are any local issues via : 0800 561 0061 ?

Also check the coax cable to the Hub, the wall and to any TV equipment are all connected and tight.

Ayisha_B
Forum Team
Forum Team

Hi @jaffabfc1 👋,

A warm welcome to our Community Forums and thanks for your post. It's great having you here 😊

I am sorry you're experiencing some issues with your service. 

I would love to help you further but I haven't been able to locate your details to run some tests. 

I will therefore pop you a PM now to confirm these and we shall take it from there!

Speak soon!

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Ayisha_B
Forum Team
Forum Team

Thanks so much for coming back to me via PM @jaffabfc1 

I have located your details now and can see there is an uptime issue. 

Your router has been constantly powered up for 32 days and should be restarted. 

Please can you reboot and let me know if this helps?

Cheers 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs