WIFI Keeps Dropping Out

[james315]

My Wifi Drops out at random times throughout the day. log below

Time Priority Description

11/01/2021 18:47:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 18:40:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 14:44:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 14:16:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:39:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 00:32:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 22:41:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 22:41:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 22:41:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 22:41:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:33:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:33:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:33:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:33:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:33:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:33:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:32:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:32:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:32:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:32:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[pollywally]

But the signal is fine, the access to internet keeps dropping off. We have a WiFi extender and as I say we get ok signal but no internet access. We are already paying VM for WiFi and internet access, I don't understand why we have to pay more to get what we had already for 2 months and should still be getting 😔

[Paul_DN]

Hi pollywally,

I have ran some further checks and have now arranged a technician, you can view the appointment and amend if needed via your online account under help, my appointments and orders?

Regards

Paul.

[pollywally]

The engineer came out, fixed the problem and we have had great WiFi for 3 weeks and now we have intermittent internet access. As it was fixed by the engineer and it was fine, why has this happened again?

[gary_dexter]

---

@pollywally wrote:

The engineer came out, fixed the problem and we have had great WiFi for 3 weeks and now we have intermittent internet access. As it was fixed by the engineer and it was fine, why has this happened again?

---

Do wired connections also drop?

[Tom_F]

Sorry to hear that issues are ongoing for you pollywally. 

I've taken another look at this today and other than some WiFi-specific issues everything appears to be OK.

Our systems are suggesting there may be a device too close to the hub which may be impacting wireless performance - could that be the issue?

Tom 

[james315]

Polly, they told me the same thing and it wasn’t that.

the real problem is that the virgin media router are not capable of giving out a good enough signal to provide a standard 3 bed home with WiFi.

it’s not the most cost affective solution but it is the easiest but mesh WiFi using bt whole home in my opinion is the only solution.

[pollywally]

The router is in the exact same position it was in when we didn't have an issue, there is nothing by it

[Robert_P]

Apologies for the confusion pollywally, by the device too close we mean the actual device not the Hub. In this instance it appears to be an Amazon device (possibly an Alexa) and an Xbox.

Rob

[pollywally]

Alexa is in another room but we can try moving the Xbox but they haven't moved since we had no problems either.

The router log shows lots of errors and warnings though

[Kath_F]

Hi pollywally, 

Thanks for coming back to us on this. 

Another thing I have noticed is most of the devices are connected to the 5Ghz network which may be congesting it. 

Try separating the WiFi bands and then connecting the devices to one band or the other depending on the device. This should help improve the performance. You can do this following these steps:

• Access your Hub by navigating to 192.168.0.1
• Login with the default login info (on base of Hub) unless you've already updated it.
• Go to Advanced Settings > Wireless > Security
• Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID) and the Wifi password (network key).
• Repeat for the Wireless Frequency 5GHz and click on Apply changes.*
• Make sure that both frequencies are named differently and are still identifiable

Please keep us posted on how things go. 

Thanks,