on 20-02-2023 11:07
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
on 20-02-2023 15:17
on 20-02-2023 16:30
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.
on 20-02-2023 17:16
on 23-02-2023 08:34
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
on 01-03-2023 12:12
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 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 4.5 | 38 | 256 qam | 25 |
2 | 339000000 | 4.5 | 40 | 256 qam | 26 |
3 | 347000000 | 4 | 40 | 256 qam | 27 |
4 | 355000000 | 4 | 40 | 256 qam | 28 |
5 | 363000000 | 3.7 | 40 | 256 qam | 29 |
6 | 371000000 | 3.9 | 40 | 256 qam | 30 |
7 | 379000000 | 4 | 38 | 256 qam | 31 |
8 | 387000000 | 4 | 38 | 256 qam | 32 |
9 | 395000000 | 4 | 40 | 256 qam | 33 |
10 | 403000000 | 3.7 | 38 | 256 qam | 34 |
11 | 411000000 | 3.5 | 38 | 256 qam | 35 |
12 | 419000000 | 3.2 | 40 | 256 qam | 36 |
13 | 427000000 | 3.2 | 40 | 256 qam | 37 |
14 | 435000000 | 2.7 | 40 | 256 qam | 38 |
15 | 443000000 | 2.4 | 38 | 256 qam | 39 |
16 | 451000000 | 2.2 | 40 | 256 qam | 40 |
17 | 459000000 | 2.2 | 38 | 256 qam | 41 |
18 | 467000000 | 2.2 | 38 | 256 qam | 42 |
19 | 475000000 | 2.2 | 38 | 256 qam | 43 |
20 | 483000000 | 2.5 | 38 | 256 qam | 44 |
21 | 491000000 | 2.2 | 38 | 256 qam | 45 |
22 | 499000000 | 2 | 38 | 256 qam | 46 |
23 | 507000000 | 2 | 38 | 256 qam | 47 |
24 | 515000000 | 1.9 | 38 | 256 qam | 48 |
on 01-03-2023 12:13
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 1124 | 571 |
2 | Locked | 40.3 | 1164 | 616 |
3 | Locked | 40.3 | 1203 | 759 |
4 | Locked | 40.3 | 1309 | 800 |
5 | Locked | 40.3 | 1485 | 874 |
6 | Locked | 40.3 | 6142 | 1131 |
7 | Locked | 38.9 | 12040 | 2068 |
8 | Locked | 38.9 | 1179 | 768 |
9 | Locked | 40.3 | 1451 | 1220 |
10 | Locked | 38.9 | 1176 | 707 |
11 | Locked | 38.9 | 1219 | 788 |
12 | Locked | 40.3 | 1201 | 777 |
13 | Locked | 40.3 | 1247 | 844 |
14 | Locked | 40.3 | 1384 | 826 |
15 | Locked | 38.9 | 1614 | 688 |
16 | Locked | 40.3 | 1473 | 717 |
17 | Locked | 38.9 | 1966 | 724 |
18 | Locked | 38.9 | 7060 | 697 |
19 | Locked | 38.9 | 1229 | 584 |
20 | Locked | 38.9 | 10019 | 2489 |
21 | Locked | 38.9 | 1123 | 572 |
22 | Locked | 38.9 | 1138 | 553 |
23 | Locked | 38.9 | 1136 | 477 |
24 | Locked | 38.9 | 1088 | 498 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 46.8 | 5120 | 64 qam | 3 |
2 | 49600000 | 47.5 | 5120 | 64 qam | 1 |
3 | 30100000 | 46.5 | 5120 | 64 qam | 4 |
4 | 23600000 | 46.5 | 5120 | 64 qam | 5 |
5 | 43100000 | 46.8 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
SFID | 645496 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 645495 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 01-03-2023 12:19
Time Priority Description
01/03/2023 11:48:8 | notice | LAN login Success;CM- |
01/03/2023 11:38:47 | Warning! | RCS Partial Service;CM- |
01/03/2023 11:30:54 | notice | SW download Successful - Via Config file |
01/03/2023 11:27:39 | notice | SW Download INIT - Via Config file |
01/03/2023 11:27:34 | critical | No Ranging Response received - T3 time-out;CM- |
01/03/2023 11:27:34 | Error | Disruption during SW download - Power Failure |
01/03/2023 11:24:52 | notice | SW Download INIT - Via Config file |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out; |
01/01/1970 00:01:54 | Warning! | ToD request sent - No Response received;CM- |
27/02/2023 20:34:16 | critical | No Ranging Response received - T3 time-out; |
26/02/2023 17:38:6 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM- |
24/02/2023 20:19:0 | critical | No Ranging Response received - T3 time-out; |
23/02/2023 19:02:31 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism; |
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out; |
23/02/2023 14:15:40 | Warning! | RCS Partial Service; |
22/02/2023 16:21:52 | Error | DHCP RENEW WARNING - Field invalid in response v4 option; |
21/02/2023 05:14:39 | critical | No Ranging Response received - T3 time-out |
20/02/2023 17:18:6 | notice | LAN login Success; |
19/02/2023 22:25:9 | critical | No Ranging Response received - T3 time-out; |
19/02/2023 15:33:6 | Warning! | 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.
on 01-03-2023 12:20
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
on 01-03-2023 12:22
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 1124 | 571 |
2 | Locked | 40.3 | 1164 | 616 |
3 | Locked | 40.3 | 1203 | 759 |
4 | Locked | 40.3 | 1309 | 800 |
5 | Locked | 40.3 | 1485 | 874 |
6 | Locked | 40.3 | 6142 | 1131 |
7 | Locked | 38.9 | 12040 | 2068 |
8 | Locked | 38.9 | 1179 | 768 |
9 | Locked | 40.3 | 1451 | 1220 |
10 | Locked | 38.9 | 1176 | 707 |
11 | Locked | 38.9 | 1219 | 788 |
12 | Locked | 40.3 | 1201 | 777 |
13 | Locked | 40.3 | 1247 | 844 |
14 | Locked | 40.3 | 1384 | 826 |
15 | Locked | 38.9 | 1614 | 688 |
16 | Locked | 40.3 | 1473 | 717 |
17 | Locked | 38.9 | 1966 | 724 |
18 | Locked | 38.9 | 7060 | 697 |
19 | Locked | 38.9 | 1229 | 584 |
20 | Locked | 38.9 | 10019 | 2489 |
21 | Locked | 38.9 | 1123 | 572 |
22 | Locked | 38.9 | 1138 | 553 |
23 | Locked | 38.9 | 1136 | 477 |
24 | Locked | 38.9 | 1088 | 498 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 46.8 | 5120 | 64 qam | 3 |
2 | 49600000 | 47.5 | 5120 | 64 qam | 1 |
3 | 30100000 | 46.5 | 5120 | 64 qam | 4 |
4 | 23600000 | 46.5 | 5120 | 64 qam | 5 |
5 | 43100000 | 46.8 | 5120 | 64 qam | 2 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
SFID | 645496 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 645495 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |