Very intermittent Wi-Fi

[Machman26]

Hi, hoping someone can help please. We have a Virgin Media 3 Router on a M100 Fire Broadband. Broadband speeds seem fine at Hub when tested on laptop connected via Ethernet. However, all wi-fi appliances 2 x laptops, 1 x Apple Ipad and one TV suffer dreadfully intermittent wi-fi. Dropout occur constantly throughout the day on all devices. This happens even when only few feet from the Hub. Having read the forum to see if there were any hints to resolve this, I understand the first step is the Hub Status. As such I have copied the Status below. Thank you very much indeed for any help you care to offer.

Time Priority Description

11/09/2021 09:39:4	notice	LAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 09:38:53	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 09:30:4	notice	LAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 06:13:59	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 00:54:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 18:54:20	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 16:45:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 15:06:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 14:19:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 12:54:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 10:57:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 01:03:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 01:03:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 06:56:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 00:54:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 18:49:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 15:36:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 02:28:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 18:24:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 12:54:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[g0akc]

The stats you've posted are pretty much irrelevant if a wired connection is OK.

You said speeds are OK with wired laptop, is the wired connection stable, over a period of time?  Does the wired connection stay up when the wifi devices go offline?

Since it appears to be a wireless issue, do some wifi troubleshooting.

• Try using a free analyser app and see if that shows anything
• Try changing wifi channels (keep to 1,6 or 11 on 2.4GHz)
• Are 5GHz and 2.4GHz both affected?

and so on.

[Tudor · Accepted solution]

Need a bit more information. Does Ethernet cable connected devices drop at the same time as WiFi one? Please post your up/downstream stats as well.

[Machman26]

Tudor / G0akc,

Thank you very much for your responses.

Sorry I am very new to networking - Upstream and Downstream logs copied below.

Ethernet seems ok when Wi-Fi drops out. I have to use ethernet now when working from home as the wireless is hopeless.  It affects both 5GHz and 2.4GHz. I have just changed to Channel on 2.4 GHz (thanks G0akc) and will see how that goes.

Other things that I have tried - I removed 2 x wifi extenders. I relocated the Hub away from other devices (using good quality cable and connections). I have connected the Hub to a clean power supply. I have just installed a wifi monitor and will see what that comes up with. 

Many thanks.

1	32600000	45	5120	64 qam	5
2	39400000	45.3	5120	64 qam	4
3	46200000	46	5120	64 qam	3
4	53700000	46.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

Downstream bonded channels

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

1	331000000	-9.2	37	256 qam	25
2	203000000	-5	37	256 qam	9
3	211000000	-5.7	36	256 qam	10
4	219000000	-5.7	37	256 qam	11
5	227000000	-5.9	35	256 qam	12
6	235000000	-5.9	36	256 qam	13
7	243000000	-6	37	256 qam	14
8	251000000	-6.7	37	256 qam	15
9	259000000	-7.2	37	256 qam	16
10	267000000	-7.4	37	256 qam	17
11	275000000	-7.7	37	256 qam	18
12	283000000	-7.7	37	256 qam	19
13	291000000	-7.5	37	256 qam	20
14	299000000	-7.2	37	256 qam	21
15	307000000	-7.2	37	256 qam	22
16	315000000	-7.9	37	256 qam	23
17	323000000	-8.5	37	256 qam	24
18	339000000	-9.5	36	256 qam	26
19	347000000	-9.7	36	256 qam	27
20	355000000	-9.9	35	256 qam	28
21	363000000	-9.7	36	256 qam	29
22	371000000	-9.5	36	256 qam	30
23	379000000	-9.9	35	256 qam	31
24	387000000	-10.5	34	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	38933	8769
2	Locked	37.3	29306	9714
3	Locked	36.6	32800	11059
4	Locked	37	47855	12021
5	Locked	35	13122107	13499
6	Locked	36.3	111728982	17290
7	Locked	37.3	328321	9588
8	Locked	37.3	27589	8210
9	Locked	37.3	29050	7572
10	Locked	37.6	26442	7454
11	Locked	37.6	24702	8515
12	Locked	37.6	28225	8371
13	Locked	37.3	22495	7847
14	Locked	37.3	21393	7614
15	Locked	37.3	20298	7788
16	Locked	37.3	28132	8619
17	Locked	37.3	32008	8466
18	Locked	36.3	66610	10744
19	Locked	36.3	208994	12648
20	Locked	35.7	1331698	10043
21	Locked	36.3	62964	9100
22	Locked	36.3	51159	8063
23	Locked	35.5	94879	10549
24	Locked	34.9	986935	11888

[Adduxi]

The downstream power is too low and there is noise on the circuit, as noted by the PostRS errors.  You will need an engineer to sort that out.

Also if you have moved and re-cabled your Hub, that also should be done by a VM engineer, as they are responsible for the co-ax cabling and balancing the power levels after any such move.

[Machman26]

Adduxi,

Thank you very much for the response. Do you think I should I call VM or wait for a MOD on here?

[Machman26]

Incidentally, I moved the Router back to its original location when it did not help with the wi-fi. So it is as it was installed by VM again. Thanks.

[Tudor]

Moving the hub would only affect signal levels. Best to try calling first, VM staff members can take a day or two to get to your post. 

Call Customer Services on 0345 454 1111 or if you have a VM landline 150

[Machman26]

Tudor, Adduxi & G0akc,

Thank you very much for your help with this issue.

[Paulina_Z]

Hi @Machman26,

Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you're experiencing some ongoing WiFi issues. 

We really appreciate our Community Members helping out our customers and really value their assistance.

Can you update us on your issue and if you've been in touch with the team? If so, what did the agents advise? 

Do you still need further help with this situation? Please let us know so we can help further.

Thank you,