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Router light amber/orange

MasonWRX
Tuning in

Hey, I've recently become a Virgin broadband customer, the speeds are fantastic but the connection drops on a regular basis...I've reset, checked cables and also ran a test which brought up an intermittent fault.

I've scoured the community and seen similar posts all with the orange/amber light which should be white, some say it's LED fade but the router is new as I'm a new customer, just a few weeks old.

The solution I have seen it them having a replacement router sent out, is that something I could be flagged for here?
Many thanks

Router orange lightRouter orange light

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person

You have a problem that only a Tech visit can fix.

Your down power levels are all too low and need bringing into the acceptable range - which is....

.... above -6 dBmV and below +10 dBmV    Range of power values shouldn't exceed 5 dBmV

Also,   Post-RS error levels should not be increasing across time on any channel.  The odd few may not be an issue, but these are uncorrectable errors and indicate a problem.  The pre-RS error counts are usually not a problem in themselves, although they can be a precursor to other issues.

So that needs looking at as well.

I will ask a VM person to check them with you on here.

meanwhile check if there is a known issue - call the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.


--------------------
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.

See where this Helpful Answer was posted

15 REPLIES 15

jbrennand
Very Insightful Person
Very Insightful Person

Its not new.  The Hub4 and Hub5 are new.  They have been issuing refurbished Hub3's for ages now as there is no new Hub3 stock.  Unfortunately the 1p LED isnt replaced.  So just ignore the beige light it isnt a fault.

Re your connection drops... are they only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?


--------------------
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.

It's dropping connection on both WiFi and ethernet, I did ignore the beige light for the last few weeks but it seems other people have the same colour light, same issues...if I was to narrow down faults the odds are there.

jbrennand
Very Insightful Person
Very Insightful Person

If ethernet is dropping its more likely to be a hub/connection issue - lets see the actual 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. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - 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 pages. 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.

Client62
Legend

Our Hub 3 front panel light is identical to yours and all is working fine.

Random Hub 3 Wi-Fi drop outs can be prevented with the following settings .... 


Client62_0-1689525728997.png

 

 

Downstream bonded channels

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

1163000000-5.238256 qam4
2139000000-3.938256 qam1
3147000000-4.738256 qam2
4155000000-3.938256 qam3
5171000000-4.538256 qam5
6179000000-538256 qam6
7187000000-538256 qam7
8195000000-5.738256 qam8
9203000000-5.538256 qam9
10211000000-5.538256 qam10
11219000000-6.538256 qam11
12227000000-6.238256 qam12
13235000000-6.538256 qam13
14243000000-6.738256 qam14
15251000000-838256 qam15
16259000000-6.938256 qam16
17267000000-7.238256 qam17
18275000000-6.738256 qam18
19283000000-7.238256 qam19
20291000000-6.238256 qam20
21299000000-6.538256 qam21
22307000000-7.938256 qam22
23315000000-7.538256 qam23
24323000000-7.438256 qam24



Downstream bonded channels

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

1Locked38.6114860646987
2Locked38.915978722649503
3Locked38.91918023821643401
4Locked38.92382538412375125
5Locked38.9106550842086
6Locked38.6129763654886
7Locked38.6147305453091
8Locked38.6105062659790
9Locked38.6100449073051
10Locked38.682335554463
11Locked38.693795335968
12Locked38.964917920735
13Locked38.953938117424
14Locked38.610521071445
15Locked38.63263175709
16Locked38.62973517
17Locked38.92964194
18Locked38.69351612
19Locked38.61403421
20Locked38.61447761
21Locked38.6833860
22Locked38.61090160
23Locked38.9734040
24Locked38.6590710

MasonWRX
Tuning in

Upstream bonded channels

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

13660000049512064 qam3
22360000047.5512064 qam5
33010000047512064 qam4
44310000049512064 qam2
54960000049512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000
5ATDMA0010

MasonWRX
Tuning in

Network Log

Time Priority Description

31/08/2023 15:03:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2023 19:07:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2023 06:02:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2023 06:01:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2023 06:01:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 21:38:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 21:36:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 18:18:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2023 18:18:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 14:10:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:52:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:46:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:45:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:44:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:37:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:36:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:36:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:32:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:26:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2023 13:21:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person

You have a problem that only a Tech visit can fix.

Your down power levels are all too low and need bringing into the acceptable range - which is....

.... above -6 dBmV and below +10 dBmV    Range of power values shouldn't exceed 5 dBmV

Also,   Post-RS error levels should not be increasing across time on any channel.  The odd few may not be an issue, but these are uncorrectable errors and indicate a problem.  The pre-RS error counts are usually not a problem in themselves, although they can be a precursor to other issues.

So that needs looking at as well.

I will ask a VM person to check them with you on here.

meanwhile check if there is a known issue - call the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.


--------------------
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.

Thank you so much, I appreciate your help