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VERY frequent Wifi drop outs - powerline adapter not working

I am connecting a PC using a built in wireless card. I am experiencing VERY frequent Wifi dropouts. It will work for 10~ minutes, then the connection will drop for 30 seconds, and the cycle repeats. This has been going on for several weeks now. The router was installed 2 weeks ago by a Virgin technician that came to the house.

 

I am paying for the 100Mb package, but I am frequently getting 2-3Mbps, the highest I've seen is 17. I feel like this is really not ok.

 

I will post a reply containing the logs from the Router status page, as I've seen others request them.

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Re: VERY frequent Wifi drop outs - powerline adapter not working

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
274750000
Locked
Ranged Upstream Channel (Hz)
25800000
Locked
Provisioning State
Online

 

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

12747500006.940256 qam18
22027500006.440256 qam9
32107500006.340256 qam10
42187500006.440256 qam11
52267500006.340256 qam12
62347500006.440256 qam13
72427500006.440256 qam14
82507500006.540256 qam15
92587500006.540256 qam16
10266750000740256 qam17
112827500007.340256 qam19
122907500007.540256 qam20
132987500007.940256 qam21
14306750000840256 qam22
153147500008.343256 qam23
16322750000840256 qam24
173307500008.440256 qam25
183707500009.443256 qam26
193787500009.540256 qam27
203867500009.640256 qam28
213947500001043256 qam29
224027500001040256 qam30
234107500001040256 qam31
244187500009.940256 qam32



Downstream bonded channels

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

1Locked40.960
2Locked40.960
3Locked40.950
4Locked40.350
5Locked40.360
6Locked40.950
7Locked40.940
8Locked40.900
9Locked40.970
10Locked40.950
11Locked40.340
12Locked40.950
13Locked40.960
14Locked40.350
15Locked43.350
16Locked40.900
17Locked40.900
18Locked43.300
19Locked40.940
20Locked40.940
21Locked43.350
22Locked40.960
23Locked40.950
24Locked40.970

 

Upstream bonded channels

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

12580000042512064 qam4
23260000042512064 qam3
33940000042512064 qam2
44620005142512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: VERY frequent Wifi drop outs - powerline adapter not working

Network Log

Time Priority Description

21/11/2020 12:30:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 12:28:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 02:46:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 20:45:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 20:45:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 08:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 06:42:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 06:42:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 05:49:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 18:30:9noticeSW download Successful - Via Config file
12/11/2020 18:27:54noticeSW Download INIT - Via Config file
12/11/2020 02:24:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:23:56criticalReceived 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;
12/11/2020 02:23:48criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:22:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:43criticalReceived 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;
12/11/2020 02:08:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: VERY frequent Wifi drop outs - powerline adapter not working

Some of your downstream power levels are at max level. You’ll need an engineer 


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Re: VERY frequent Wifi drop outs - powerline adapter not working

Can you elaborate slightly on what that means, and the implications, please?

Ok. I'll go through the hell of trying to speak to a real person when contacting Virgin lol. Thanks for the help
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Re: VERY frequent Wifi drop outs - powerline adapter not working


@jakers1994 wrote:
Can you elaborate slightly on what that means, and the implications, please?

Ok. I'll go through the hell of trying to speak to a real person when contacting Virgin lol. Thanks for the help

The system is designed to work with a specification, three of your Downstream Power Levels are right on the maximum level and one is knocking on the door. Once they get to that level there isn't any leeway if things aren't right.

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

12747500006.940256 qam18
22027500006.440256 qam9
32107500006.340256 qam10
42187500006.440256 qam11
52267500006.340256 qam12
62347500006.440256 qam13
72427500006.440256 qam14
82507500006.540256 qam15
92587500006.540256 qam16
10266750000740256 qam17
112827500007.340256 qam19
122907500007.540256 qam20
132987500007.940256 qam21
14306750000840256 qam22
153147500008.343256 qam23
16322750000840256 qam24
173307500008.440256 qam25
183707500009.443256 qam26
193787500009.540256 qam27
203867500009.640256 qam28
213947500001043256 qam29
224027500001040256 qam30
234107500001040256 qam31
244187500009.940256 qam32

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: VERY frequent Wifi drop outs - powerline adapter not working

 


@jakers1994 wrote:
Can you elaborate slightly on what that means, and the implications, please?

Ok. I'll go through the hell of trying to speak to a real person when contacting Virgin lol. Thanks for the help

Downstream should be -6 to +10, so you are on the top with some channels.  The weather does affect cable power levels and can fluctuate by as much as +2, so you don't have any room for those margins.  As Mike and Gary have stated, you will need an engineer to adjust those levels downwards.

As for your wifi issues,  VM will not accept wifi tests and will only accept direct wired tests to the Hub.

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