Virgin Media Community

[jaffabfc1]

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

[jbrennand]

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

[jaffabfc1]

Downstream bonded channels

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

1	203000000	3.5	40	256 qam	9
2	139000000	4.8	40	256 qam	1
3	147000000	4.6	40	256 qam	2
4	155000000	4.3	40	256 qam	3
5	163000000	4	40	256 qam	4
6	171000000	4	40	256 qam	5
7	179000000	3.7	40	256 qam	6
8	187000000	3.9	40	256 qam	7
9	195000000	3.7	40	256 qam	8
10	211000000	3.2	40	256 qam	10
11	219000000	3.2	40	256 qam	11
12	227000000	3.2	40	256 qam	12
13	235000000	3.2	40	256 qam	13
14	243000000	2.7	40	256 qam	14
15	251000000	2.5	40	256 qam	15
16	259000000	2.5	40	256 qam	16
17	267000000	2.7	40	256 qam	17
18	275000000	3	40	256 qam	18
19	283000000	2.9	40	256 qam	19
20	291000000	2.5	40	256 qam	20
21	299000000	2.7	40	256 qam	21
22	307000000	3	40	256 qam	22
23	315000000	3.2	40	256 qam	23
24	323000000	3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	9668	27
2	Locked	40.3	7802008	115215
3	Locked	40.3	5608954	178187
4	Locked	40.3	3502663	45712
5	Locked	40.3	3327279	37435
6	Locked	40.9	2976584	15254
7	Locked	40.3	3442635	18376
8	Locked	40.9	3308783	14049
9	Locked	40.9	367203	16
10	Locked	40.3	1925	71
11	Locked	40.3	2191	72
12	Locked	40.3	1106	44
13	Locked	40.9	1179	62
14	Locked	40.3	1722	118
15	Locked	40.3	974	14
16	Locked	40.3	862	1
17	Locked	40.9	759	1
18	Locked	40.9	631	0
19	Locked	40.9	592	0
20	Locked	40.9	577	0
21	Locked	40.3	563	0
22	Locked	40.9	637	17
23	Locked	40.3	643	0
24	Locked	40.9	520	0

 

[jaffabfc1]

Upstream bonded channels

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

1	43100000	41.5	5120	64 qam	10
2	23600000	40	5120	64 qam	13
3	30100000	41	5120	64 qam	12
4	36600000	41.5	5120	64 qam	11
5	49600000	43	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	7	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	6	0
5	ATDMA	0	0	5	0

Network Log

Time Priority Description

13/02/2023 08:16:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 03:05:0	notice	DHCP 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 03:05:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2023 16:50:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2023 15:05:0	notice	DHCP 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 15:05:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 06:25:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2023 03:05:0	notice	DHCP 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 03:05:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2023 07:59:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2023 15:05:0	notice	DHCP 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 15:05:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 18:23:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 03:05:1	notice	DHCP 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 03:05:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 19:30:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 15:05:0	notice	DHCP 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 15:05:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 07:19:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2023 17:47:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

[jaffabfc1]

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 

[jaffabfc1]

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

[jaffabfc1]

can anyone help me please?

[Client62]

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]

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]

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