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Wi-Fi connected, but not internet

mastrocook
Tuning in

Hi,

I'm having an issue with some wireless devices saying they are connected but have no internet access whilst having a full signal. My phone and pc will both be on wifi in the same room, but my pc will say no internet access whilst my phone is working. 

I have spoken to customer services but they tell me that everything is fine on their end and they can only verify that the connection is working, but can't do anything about my issue. 

I have run some online tests, tried to separate the network in 2 GHz and 5 GHz in case my devices were messing up the IP addresses, but nothing worked.

Virgin can't solve my issue and when I requested an engineer they told me I should have to pay £25 because there is no issue on their end. I think this is terrible customer service as I have just recently installed my Virgin Media Broadband, and I'm clearly experiencing some major issues with my service. 

I think my Hub3 needs to be replaced, but I haven't been offered that option.

Any suggestions?

Many thanks for reading this

Davide

14 REPLIES 14

jbrennand
Very Insightful Person
Very Insightful Person
Can you connect the PC to the net on an ethernet cable ? If not are you running Antivirus software ? If so see if this might be relevant ....

https://community.virginmedia.com/t5/Networking-and-WiFi/Can-connect-to-router-but-no-internet-acces...

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for the insight, but that doesn't help. My PC is connected on an ethernet cable and is working fine, but all my other devices (smartphone, smartTV etc.) are connected to the Wi-Fi. This problem affects all my Wi-Fi connected devices multiple times a day, so the antivirus is not the problem.

jbrennand
Very Insightful Person
Very Insightful Person
If its just wifi - see if anything here is helpful...
_____________________________________

On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room it’s now called… Wifi Max see.-

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi there @mastrocook 

 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

 

I am so sorry that you have faced issues with your WiFi connections, I have taken a look and I cannot see anything that could be causing these issues on our side. 

 

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 


Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

This is the data from the tab:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
36600000
Locked
Provisioning State
Online

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000004.538256 qam25
23390000004.540256 qam26
3347000000440256 qam27
4355000000440256 qam28
53630000003.740256 qam29
63710000003.940256 qam30
7379000000438256 qam31
8387000000438256 qam32
9395000000440256 qam33
104030000003.738256 qam34
114110000003.538256 qam35
124190000003.240256 qam36
134270000003.240256 qam37
144350000002.740256 qam38
154430000002.438256 qam39
164510000002.240256 qam40
174590000002.238256 qam41
184670000002.238256 qam42
194750000002.238256 qam43
204830000002.538256 qam44
214910000002.238256 qam45
22499000000238256 qam46
23507000000238256 qam47
245150000001.938256 qam48

 



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.91124571
2Locked40.31164616
3Locked40.31203759
4Locked40.31309800
5Locked40.31485874
6Locked40.361421131
7Locked38.9120402068
8Locked38.91179768
9Locked40.314511220
10Locked38.91176707
11Locked38.91219788
12Locked40.31201777
13Locked40.31247844
14Locked40.31384826
15Locked38.91614688
16Locked40.31473717
17Locked38.91966724
18Locked38.97060697
19Locked38.91229584
20Locked38.9100192489
21Locked38.91123572
22Locked38.91138553
23Locked38.91136477
24Locked38.91088498

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13660000046.8512064 qam3
24960000047.5512064 qam1
33010000046.5512064 qam4
42360000046.5512064 qam5
54310000046.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID645496
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID645495
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

01/03/2023 11:48:8noticeLAN login Success;CM-
01/03/2023 11:38:47Warning!RCS Partial Service;CM-
01/03/2023 11:30:54noticeSW download Successful - Via Config file
01/03/2023 11:27:39noticeSW Download INIT - Via Config file
01/03/2023 11:27:34criticalNo Ranging Response received - T3 time-out;CM-
01/03/2023 11:27:34ErrorDisruption during SW download - Power Failure
01/03/2023 11:24:52noticeSW Download INIT - Via Config file
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;
01/01/1970 00:01:54Warning!ToD request sent - No Response received;CM-
27/02/2023 20:34:16criticalNo Ranging Response received - T3 time-out;
26/02/2023 17:38:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-
24/02/2023 20:19:0criticalNo Ranging Response received - T3 time-out;
23/02/2023 19:02:31noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;
23/02/2023 14:15:40Warning!RCS Partial Service;
22/02/2023 16:21:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
21/02/2023 05:14:39criticalNo Ranging Response received - T3 time-out
20/02/2023 17:18:6noticeLAN login Success;
19/02/2023 22:25:9criticalNo Ranging Response received - T3 time-out;
19/02/2023 15:33:6Warning!RCS Partial Service;


Please notice that I removed my MAC address from this tab. My network is currently very unstable, the worst it's ever been. 
Please let me know asap how you can help. 

Connected to a Hub 3's WiFi but no internet access is a sign of a Paused device.

Check the Hub 3 has "Wireless MAC filtering" Disabled

Hub 3 menu >>> Advanced Settings >>> Wireless >>> Security  > "Wireless MAC filtering" set to Disabled

scroll down and click Apply settings

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.91124571
2Locked40.31164616
3Locked40.31203759
4Locked40.31309800
5Locked40.31485874
6Locked40.361421131
7Locked38.9120402068
8Locked38.91179768
9Locked40.314511220
10Locked38.91176707
11Locked38.91219788
12Locked40.31201777
13Locked40.31247844
14Locked40.31384826
15Locked38.91614688
16Locked40.31473717
17Locked38.91966724
18Locked38.97060697
19Locked38.91229584
20Locked38.9100192489
21Locked38.91123572
22Locked38.91138553
23Locked38.91136477
24Locked38.91088498

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13660000046.8512064 qam3
24960000047.5512064 qam1
33010000046.5512064 qam4
42360000046.5512064 qam5
54310000046.8512064 qam2

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID645496
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID645495
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000