Wi-Fi and phone dropping out

[KFarmer]

Wi-Fi regularly drops out as well as phone less frequently.  Have rebooted hub3 with no improvement.  All connected devices are within 8m of hub.  Network log seems to indicate failures, critical and errors regularly.  Don’t know what to do next?

[jbrennand · Accepted solution]

see this
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Firstly... can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?
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Also, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[KFarmer]

Thanks for your suggestions with this.  Here is some data

Network Log

Time	Priority	Description
26/09/2022 20:20:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 19:44:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:42:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:42:34	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:20:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:20:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:19:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:19:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:10:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:10:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:05:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:05:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:04:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:04:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:03:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 18:03:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 17:52:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 17:52:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 17:52:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2022 17:52:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	458250000	0.2	38	256 qam	13
2	426250000	0.5	38	256 qam	9
3	434250000	0.5	38	256 qam	10
4	442250000	0.7	38	256 qam	11
5	450250000	0.5	38	256 qam	12
6	466250000	0.2	38	256 qam	14
7	474250000	0.7	38	256 qam	15
8	482250000	0.9	38	256 qam	16
9	490250000	1.5	40	256 qam	17
10	498250000	1.4	40	256 qam	18
11	506250000	1.7	40	256 qam	19
12	514250000	1.7	38	256 qam	20
13	522250000	1.9	38	256 qam	21
14	530250000	1.7	40	256 qam	22
15	538250000	1.7	40	256 qam	23
16	546250000	1.5	38	256 qam	24
17	554250000	1.7	38	256 qam	25
18	562250000	1.7	38	256 qam	26
19	570250000	1.7	40	256 qam	27
20	578250000	1.5	38	256 qam	28
21	586250000	1.2	38	256 qam	29
22	594250000	0.7	40	256 qam	30
23	602250000	0.5	38	256 qam	31
24	610250000	0	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	225505	601706
2	Locked	38.9	278613	621552
3	Locked	38.9	264246	700153
4	Locked	38.9	246624	809190
5	Locked	38.9	235786	829618
6	Locked	38.6	226211	807386
7	Locked	38.9	213395	858933
8	Locked	38.9	201311	805666
9	Locked	40.3	192991	786382
10	Locked	40.3	192096	827835
11	Locked	40.3	179480	826292
12	Locked	38.9	175464	834658
13	Locked	38.9	176830	805778
14	Locked	40.3	178730	835256
15	Locked	40.3	180129	827275
16	Locked	38.9	176720	833144
17	Locked	38.9	165792	793600
18	Locked	38.9	168388	785993
19	Locked	40.9	170725	814607
20	Locked	38.9	169543	792773
21	Locked	38.9	171713	815111
22	Locked	40.3	170252	884526
23	Locked	38.9	166687	845423
24	Locked	38.9	171621	860606

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400034	39.5	5120	64 qam	2
2	46200136	40	5120	64 qam	1
3	25800249	39.8	5120	64 qam	4
4	32600015	39.8	5120	64 qam	3

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	5	0

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc47e3c9db37991060df8bb629f0408277...

Any suggestions?

[Adri_G]

Hi KFarmer, thanks for posting on our forum page.

Sorry to see you're having issues with your connection on some devices, we're happy to assist with those.
As you've tried a reboot and had no improvements, could you try re-setting the hub instead?
You'll need a pin or pen to press the reset button (at rear of hub), press and hold it down for 30 seconds. 
Once released, it will take around 5-9 minutes for the hub to go back online, please check the connection again and let us know if this makes any difference.
(please note the hub will go back to it's default settings and any changes made previously with SSID and passwords will be removed)

Also, could you please advise if you only use WiFi and if all devices drop connection at the same time when the drop outs occur?
Could you run a speed test on a hard wired device and let us know if you find any slow speeds compared to the package you're on?

Lastly, could I ask if you're using our VM Connect App to check the connected devices and quality of wireless signal in the property?

Let us know of the above and we're eager to assist further based on your feedback.
Regards,

[KFarmer]

Thanks Adri_G

I’ve reset hub and will keep looking at broadband quality monitor as well noting any disconnects on my virgin house phone and I’ll let you know how I get on.

[KFarmer]

Looking at my bqm and network log it appears that I am still having sync issues at random times.  Phone is plugged into hub and that can drop out mid call.  On virgin connect app it states signal in kitchen is great but network log differs.  I’ve either got a good service or no service.  Appears to be lost packets? As whenever phone or Wi-Fi drop there is a red spike on bqm.  Can last a few seconds or longer.  Do I need an engineer?

[Molly_T]

Hi Kfarmer, thank you for returning to the thread with an update!

So sorry to hear you are still experiencing issues. Having had a look on our systems all the signals coming in from the exchange are good, however your hub is experiencing an extremely high number of disconnections.

This indicates the issue is either with the cabling between your hub and the cabinet, the internal cabling in your home, or the hub itself. 

We will need to send a technician to you to investigate further and offer additional support. 
I will send you a PM to confirm a few details so we can get this booked in for you in the first available slot! 

You will find the PM in the top right corner of the page in your Inbox. 

All the best!