on 21-07-2021 15:39
Hi there,
Just posting to see if anyone could help me with a Wi-Fi issue that I've been having. Specifically I've been having an issue with a weak connection in one room of the house specifically and intermittent connectivity in multiple spots throughout the house.
The signal range seems to have dropped somehow as I used to be able to get a clean signal outside in the back garden, never mind in these spots.
Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 299000000 | 3.2 | 38 | 256 qam | 21 |
2 | 267000000 | 2.7 | 38 | 256 qam | 17 |
3 | 275000000 | 2.7 | 38 | 256 qam | 18 |
4 | 283000000 | 3 | 38 | 256 qam | 19 |
5 | 291000000 | 3 | 38 | 256 qam | 20 |
6 | 307000000 | 3.2 | 38 | 256 qam | 22 |
7 | 315000000 | 3.2 | 38 | 256 qam | 23 |
8 | 323000000 | 3.5 | 38 | 256 qam | 24 |
9 | 331000000 | 3.7 | 38 | 256 qam | 25 |
10 | 371000000 | 3.7 | 38 | 256 qam | 26 |
11 | 379000000 | 3.9 | 38 | 256 qam | 27 |
12 | 387000000 | 3.7 | 38 | 256 qam | 28 |
13 | 395000000 | 4 | 40 | 256 qam | 29 |
14 | 403000000 | 4 | 38 | 256 qam | 30 |
15 | 411000000 | 4 | 38 | 256 qam | 31 |
16 | 419000000 | 3.9 | 38 | 256 qam | 32 |
17 | 427000000 | 3.9 | 38 | 256 qam | 33 |
18 | 435000000 | 3.5 | 38 | 256 qam | 34 |
19 | 443000000 | 3.5 | 38 | 256 qam | 35 |
20 | 451000000 | 3.4 | 38 | 256 qam | 36 |
21 | 459000000 | 3.4 | 38 | 256 qam | 37 |
22 | 467000000 | 3.5 | 38 | 256 qam | 38 |
23 | 475000000 | 3.2 | 40 | 256 qam | 39 |
24 | 483000000 | 3.4 | 38 | 256 qam | 40 |
Upstream:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200317 | 33.5 | 5120 | 64 qam | 3 |
2 | 39400224 | 33.3 | 5120 | 64 qam | 4 |
3 | 32600063 | 32.8 | 5120 | 64 qam | 5 |
4 | 25799991 | 32.5 | 5120 | 64 qam | 6 |
Network Log
Time Priority Description
21/07/2021 13:38:19 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 13:36:29 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 03:23:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 09:30:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 03:51:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 06:01:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/07/2021 10:30:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 23:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 01:58:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 11:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 12:38:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/07/2021 23:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/07/2021 00:39:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 11:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/06/2021 07:22:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 23:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/06/2021 21:45:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/06/2021 23:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 03:57:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/06/2021 11:59:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Please let me know if there are any other details I could provide which would help.
on 21-07-2021 15:44
on 21-07-2021 15:50
If it's only a wireless problem, then those hub status figures aren't relevant - they report only on the performance of the connection between the hub and VM's coax network. I do observe that the upstream power is rather low (unless this is a newer VM roll out that uses fibre rather than coax) but that wouldn't have any bearing on wifi performance.
Realistically, if this is just about wifi performance, you've got four broad options:
1) Tolerate the mediocre wifi, and maybe try tinkering with the hub's settings in the hope you can eek out a bit more performance
2) Change ISP if you're outside of a minimum term contract, and make sure the next ISP has a well regarded hub
3) Use VM's wifi pods - free to customers on Ultimate Oomph and then well worth trying (though stingily handed out). Or if you don't get them free you can rent them, at a costly £5 a month each.
4) Put the hub in modem mode and buy your own wifi gear. That's what I've done.
In terms of why it appears to have changed, who knows? VM update the hub firmware from time to time, sometimes that fixes or improves things, sometimes it introduces new faults, but there's a range of other potential causes, such as competing wifi signals.
on 21-07-2021 15:54
Missing Data:
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 83 | 0 |
2 | Locked | 38.6 | 299 | 0 |
3 | Locked | 38.9 | 240 | 0 |
4 | Locked | 38.9 | 73 | 0 |
5 | Locked | 38.6 | 71 | 0 |
6 | Locked | 38.9 | 71 | 0 |
7 | Locked | 38.6 | 102 | 0 |
8 | Locked | 38.9 | 72 | 0 |
9 | Locked | 38.6 | 62 | 0 |
10 | Locked | 38.9 | 46 | 0 |
11 | Locked | 38.9 | 72 | 0 |
12 | Locked | 38.9 | 98 | 0 |
13 | Locked | 40.3 | 52 | 0 |
14 | Locked | 38.9 | 91 | 0 |
15 | Locked | 38.9 | 63 | 0 |
16 | Locked | 38.9 | 51 | 0 |
17 | Locked | 38.9 | 129 | 0 |
18 | Locked | 38.9 | 103 | 0 |
19 | Locked | 38.9 | 102 | 0 |
20 | Locked | 38.6 | 34 | 0 |
21 | Locked | 38.9 | 48 | 0 |
22 | Locked | 38.9 | 98 | 0 |
23 | Locked | 40.3 | 83 | 0 |
24 | Locked | 38.9 | 104 | 0 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 23-07-2021 16:05
Good afternoon @Kopper
Welcome to the forums and thank you for taking the time to post.
I am sorry to hear that you have had some issues with your services.
Are you able to confirm if its just your WiFi you are having issues with.
Kind regards,
Zak_M
on 23-07-2021 17:52
As far as I can tell it is just the Wi-Fi that is experiencing issues. Performance is just fine over a wired connection.
It also does not seem to be an area based issue, as whenever I check service status using Virgin's site I never encounter any issues. Nor have I ever heard neighbours complaining about the service.
on 26-07-2021 08:43
Hi Kopper,
Thank you for coming back to us, I have had a look at things our end and although I cannot see any major issues I can see some of your devices do have a low WIFI signal which may be the reason you are losing connection.
Because of the package you are on you may be eligible for our new Intelligent WIFI Pods which will improve your WIFI connection in your property.
So I can help further with this I will send you a invite into a private chat, please click on the purple envelope to accept.
Kind regards
Paul.