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Message 21 of 29
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Re: WIFI dropouts even with replacement HUB 3

Hi there @whyslownet

 

Thanks so much for popping back - sorry that you're still having some issues, 

 

We have located your account from your forum information so we can take a closer look for you. I can see it's been around 10 days since you last rebooted. There are no known area issues in your region but we can see a few errors showing - not enough to cause concern though. 

 

Please do a reboot when you can so we can see if these errors go. Your signal levels are within the parameters we would expect for your package. 

 

When checking your WiFi connection, we can see that you have quite a lot of devices connected for the package you're subscribed to. We can also see that a few devices are too far away from the hub and as such are fighting for bandwidth - this could be causing some of the issues you advise. I'd have a check of the device locations and see if they are all needed and if a change of frequency would benefit them. 

We'd love a reboot if you can and as it's been a while, please do pop us a new BQM if you can. A live version would be great. 

 

Hope to hear back from you soon and we can go from there. 

Hollie - Forum Team


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Message 22 of 29
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Re: WIFI dropouts even with replacement HUB 3

Hi Hollie. Thanks for the reply. I have restarted the router. Could you let me know what BQM is?

I lost internet today while I was connected via ETHERNET. So clearly, it is not just a WIFI issue. As I have mentioned previously, I had an additional router connected to my main via an ethernet and even when I connected to this additional routers WIFI I was losing net on my devices (this router is no longer connected). So clearly, it can't be just the issue with signal or number of devices to connected to the Virgin superhub.

Honestly, It is getting really frustrating and demotivating. It has been going on for way too long.
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Message 23 of 29
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Re: WIFI dropouts even with replacement HUB 3

Hi, any update on this? I am still losing internet intermittently when connected via ethernet. 

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Message 24 of 29
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Re: WIFI dropouts even with replacement HUB 3

Thanks for coming back to us and sorry for the delayed reply.

 

Following a check of your router, I can see you have an amount of devices connected in excess of the recommended amount. This will have a significant impact on the distribution of your service to each device. I would recommend disconnecting some, connecting more via Ethernet if you can do, or upgrading to a speed which is suitable for the amount of devices you have connected.

 

Kind regards,

John_GS
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Message 25 of 29
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Re: WIFI dropouts even with replacement HUB 3

Thanks for taking time to reply. But how does that explain connections dropping via ethernet? Since I last posted, I have had ethernet connection drops multiple times. 

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Message 26 of 29
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Re: WIFI dropouts even with replacement HUB 3

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

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


My Broadband Ping - 26_Aug_2020
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Message 27 of 29
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Re: WIFI dropouts even with replacement HUB 3

Hi Mike, Thanks for reply. Below are the details.

Just FYI, I have bought and setup a Deco S4 yesterday, so the Virgin Hub is in modem mode now. I will update here in a week or so with the results. 

 

Downstream

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1723000000-0.738256 qam40
25390000001.438256 qam17
35470000001.538256 qam18
45550000000.938256 qam19
55630000001.238256 qam20
65710000001.540256 qam21
75790000000.738256 qam22
85870000000.538256 qam23
9595000000138256 qam24
106030000000.538256 qam25
11611000000038256 qam26
12619000000038256 qam27
136270000000.238256 qam28
14635000000-0.538256 qam29
15643000000-0.738256 qam30
16651000000-0.238256 qam31
17659000000-0.538256 qam32
18667000000-1.238256 qam33
19675000000-138256 qam34
20683000000-0.938256 qam35
21691000000-0.738256 qam36
22699000000-0.738256 qam37
23707000000-138256 qam38
24715000000-138256 qam39


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6112980
2Locked38.953960
3Locked38.958840
4Locked38.958250
5Locked38.961600
6Locked40.355910
7Locked38.971160
8Locked38.981720
9Locked38.973310
10Locked38.988770
11Locked38.683880
12Locked38.981120
13Locked38.990220
14Locked38.6123550
15Locked38.6124470
16Locked38.6122060
17Locked38.6121640
18Locked38.6140280
19Locked38.6141070
20Locked38.9133090
21Locked38.6127490
22Locked38.6134590
23Locked38.6122500
24Locked38.9101320

 

Upstream 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999254.5512064 qam2
2394000534.35512064 qam4
3462000344.5512064 qam3
4603000074.5512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 28 of 29
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Re: WIFI dropouts even with replacement HUB 3

 

 

Network Log

Network Log

Time Priority Description

02/09/2020 17:06:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 01:06:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 09:12:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 05:55:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 20:48:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 06:29:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:56:1criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:53:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:53:19Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:52:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:52:10Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:51:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:50:38criticalReceived 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;
25/08/2020 01:50:31criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:49:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:31:28criticalReceived 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;
25/08/2020 01:30:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:29:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:29:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:29:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 29 of 29
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Re: WIFI dropouts even with replacement HUB 3

Hi whyslownet

Thank you very much for the updates 

I thinks its best if we looked at getting an engineer out to check connections internally and externally 

I know you have said you have up to 16 devices connected on a 100mb package, But the direct ethernet graphs do show an issue with the connection 

Let me know if you wish to go ahead with this 

Gareth_L

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