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Virgin WIFI keeps dropping, uset children, please help

Hi all

I noticed a few popsts and read some Q's on this and wondered if someone very technical can help me please. I have had 2 engineers out in  past month last being 7/11/20. I have had a thick cable from outside box to my door fitted. New wiring and new everythi g pretty much. Here are my levels but the kids upstairs cannot get interne t connection and one bedroon is directly above the router. Also i work from home and in the next room aroud 20 feet away form router and levels keep dropping in and out. Tirned smart wifi off and have levels at 20/40 as suggested. Can be on apps on iphone and they say no internet connection....

Downstream

14830000001.535256 qam30
2187000000535256 qam7
31950000004.836256 qam8
42030000004.535256 qam9
5211000000435256 qam10
62190000003.936256 qam11
72270000003.935256 qam12
82350000003.735256 qam13
92430000003.435256 qam14
10251000000335256 qam15
11259000000335256 qam16
12267000000335256 qam17
13275000000335256 qam18
14283000000335256 qam19
15291000000335256 qam20
162990000003.235256 qam21
17307000000335256 qam22
183150000003.236256 qam23
193230000003.235256 qam24
204430000002.536256 qam25
21451000000235256 qam26
224590000001.935256 qam27
234670000001.735256 qam28
244750000001.736256 qam29

 

Upstream

1603000004.25512064 qam1
2394000004.2512064 qam4
3462000004.275512064 qam3
4537000004.275512064 qam2

 

Network log

09/11/2020 20:28:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 20:28:29Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 18:01:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:25:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:25:29Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:22:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:15:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:05:43noticeSW download Successful - Via Config file
07/11/2020 16:03:36noticeSW Download INIT - Via Config file
01/01/1970 00:02:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:53:44criticalReceived 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;
07/11/2020 15:47:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:47:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:47:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Re: Virgin WIFI keeps dropping, uset children, please help

I’m assuming you mean you changed the 2.4Ghz channel width to 20/40? If so change it back to 20 again as 20/40 is not advisable. 


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Re: Virgin WIFI keeps dropping, uset children, please help

Hi

The engineer changed it on Sat 7/11/20 from Smart wifi to 2.4 channel width 20/40 he said it had to  go to that for better signal? He also chnage dthe 5.0 to 20/40/80. Should they both be 20 only please?

Thankyou

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Re: Virgin WIFI keeps dropping, uset children, please help

Change the 2.4Ghz to 20. The 5Ghz is fine on 20/40/80.


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Re: Virgin WIFI keeps dropping, uset children, please help

Thankyou chnaged this back to 20.

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Re: Virgin WIFI keeps dropping, uset children, please help

Thanks fir all the help is there any more suggestions 

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Re: Virgin WIFI keeps dropping, uset children, please help

Hi Owen, thanks for contacting us and sorry to hear that you are having issues with the service. I will send you a private message so that this can be looked into further for you. Chris 

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