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Router reset then bad wifi (every 4 weeks)

tammyw86
Dialled in

Hi

 

Is anyone having problems in DY1 04 area with wifi dying then coming back but keeps dropping signal on wifi? this has been happening every 4 weeks for the last year and its really doing my head in now.

 

Rebooted many time, factory reset many times and the fake service page says nothing wrong as always.

 

I've also reported my 2 neighbors of bandwidth abuse (on 24/7 and its effecting others on my street but nothing from virgin on sorting it out)

29 REPLIES 29

jbrennand
Very Insightful Person
Very Insightful Person
If its affecting others it might be a known issue - take a look - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try 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 down to street cab/ postcode level.

Also you didnt say, are the issues 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?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

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

Only on wifi, direct is all fine. and it was a SH2 but had a update about 6 months ago and it says SH3

I get -62 on a wifi check with wifi analyzer.

I've already tried the service check and as stated they say nothing is wrong.

2 others have the problem but the 2 bandwidth hoggers don't have a problem.

 

 

Still having the problems, it cut off all my devices last night including direct, not just wifi.

jbrennand
Very Insightful Person
Very Insightful Person
Are there any issues reported now on those two places?

What time was the direct wired device cut out? VM often do network changes at ~1.00 am which causes cut outs - so it may have been a one/two off.

If it turns out that your issue "is" purely wifi - see this
-----------------------------------------------------------------------

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room it’s now called… Wifi Max see.-

https://www.virginmedia.com/wifi-max

You can call  150 or  0345 454 1111 to order the first one - or follow instructions on that website - or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.

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

Still same problem, the wifi is running but it hangs for about 15 seconds then connects, this happens about every 4 hours which while trying to game cuts you from the game, if i'm downloading it resets the downloads (big files).

I've already put a complaint in about this service keep having problems but they don't even have my complaint in the complaint check page.

 

This is what i get on the modem check

 

Network Log

Time Priority Description

24/12/2022 00:36:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2022 00:03:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 19:21:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 19:21:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 07:59:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2022 02:16:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2022 01:37:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2022 19:00:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2022 19:00:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2022 23:16:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2022 21:13:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2022 09:01:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 06:42:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 06:42:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2022 22:57:43noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2022 23:09:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2022 13:03:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2022 13:03:1Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2022 08:14:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2022 15:09:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

14960000034.8512064 qam9
22360000034.3512064 qam13
33010001234.8512064 qam12
43660000734.8512064 qam11
54310001434.8512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0020
4ATDMA0010
5ATDMA0000

 

Downstream bonded channels

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

132300000016.438256 qam24
21390000001838256 qam1
31470000001838256 qam2
415500000017.938256 qam3
516300000017.438256 qam4
617100000017.338256 qam5
717900000017.438256 qam6
818700000017.438256 qam7
919500000017.338256 qam8
1020300000017.338256 qam9
112110000001738256 qam10
1221900000016.938256 qam11
1322700000016.938256 qam12
1423500000016.838256 qam13
1524300000016.638256 qam14
1625100000016.538256 qam15
1725900000016.338256 qam16
1826700000016.538256 qam17
1927500000016.838256 qam18
2028300000016.638256 qam19
2129100000016.438256 qam20
2229900000016.338256 qam21
2330700000016.538256 qam22
2431500000016.638256 qam23



Downstream bonded channels

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

1Locked38.9210
2Locked38.9230
3Locked38.9250
4Locked38.6390
5Locked38.9210
6Locked38.6250
7Locked38.6280
8Locked38.6230
9Locked38.6220
10Locked38.9170
11Locked38.9130
12Locked38.9250
13Locked38.6180
14Locked38.6190
15Locked38.6180
16Locked38.9220
17Locked38.9190
18Locked38.6280
19Locked38.9230
20Locked38.6200
21Locked38.9310
22Locked38.9320
23Locked38.9340
24Locked38.9230

newapollo
Very Insightful Person
Very Insightful Person

Hi @tammyw86 

Your downstream power level are far too high and will require a tech visit.

 

 

Dave
I don't work for Virgin Media.
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Could that be why some speed tests say i'm hitting 900mb+ even on the lower package?

So any chance a forum staff can get this sorted? i refuse to call the stupid overseas call center.