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Wi-fi Dropouts / Timed out messages in online gaming

Hi, would appreciate any assistance you guys could give me please.

I've been having some internet drop outs issues for a while in my room. It's a fair way away from the router, though it generally gets at least 4 bars. The router is still connected but the internet suddenly isn't moving. When it's really bad it requires constant disconnecting and connecting, which solves the problem, often temporarily. 

I'm now experiencing "Timed out" drop outs in most online games I use my PS4 for (Signal is 84% whenever I've checked). A Chromebook used in the same room as the router is in is having problems with the internet dropping out too. Network log of the last few days below - Can provide upstream/downstream/other data if helpful. Oh, to add, I haven't separated the 2ghz and 5ghz settings into two separate networks, it's all in one currently. I believe my PS4, despite being able to use 5GHZ is using 2.4 GHZ, based on inSSIder's report of no activity on the 5GHZ graph. Also have two V6 boxes in the house if that applies to anything. 

 

Network Log

Time Priority Description

15/02/2020 15:07:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2020 23:57:20Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:32:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:30:47criticalReceived 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;
12/02/2020 12:29:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:29:28criticalReceived 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;
12/02/2020 12:28:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:27:17criticalReceived 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;
12/02/2020 12:23:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:22:34criticalReceived 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;
12/02/2020 12:21:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:21:16criticalReceived 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;
12/02/2020 12:20:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:19:11criticalReceived 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;
12/02/2020 12:16:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:16:28criticalReceived 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;
12/02/2020 12:15:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:14:35criticalReceived 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;
12/02/2020 12:13:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 12:12:54criticalReceived 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;
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Re: Wi-fi Dropouts / Timed out messages in online gaming

I actually wanted to also add that we are on M500 tier and get speed results well under 100 MBPS all the time, often 40MBPS. Thought I'd add the other logs:

Acquired Downstream Channel (Hz)

450750000
Locked
Ranged Upstream Channel (Hz)

32600000
Locked
Provisioning State

Online

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 450750000 -1.5 38 256 qam 31
2 194750000 -1 40 256 qam 8
3 202750000 -1.2 38 256 qam 9
4 210750000 -1.5 38 256 qam 10
5 218750000 -1.7 38 256 qam 11
6 226750000 -1.7 38 256 qam 12
7 234750000 -2.2 38 256 qam 13
8 242750000 -2.5 38 256 qam 14
9 250750000 -2.5 38 256 qam 15
10 258750000 -2.7 38 256 qam 16
11 266750000 -2.7 38 256 qam 17
12 274750000 -2.9 38 256 qam 18
13 282750000 -3 38 256 qam 19
14 290750000 -3 38 256 qam 20
15 298750000 -3.2 38 256 qam 21
16 306750000 -3.2 38 256 qam 22
17 314750000 -3.2 38 256 qam 23
18 322750000 -3.4 38 256 qam 24
19 402750000 -2 38 256 qam 25
20 410750000 -1.7 38 256 qam 26
21 418750000 -1.7 38 256 qam 27
22 426750000 -1.7 38 256 qam 28
23 434750000 -1.4 38 256 qam 29
24 442750000 -1.4 38 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 3 0
2 Locked 40.3 6 0
3 Locked 38.9 5 0
4 Locked 38.9 5 0
5 Locked 38.9 5 0
6 Locked 38.9 7 0
7 Locked 38.6 5 0
8 Locked 38.9 6 0
9 Locked 38.9 7 0
10 Locked 38.9 6 0
11 Locked 38.9 8 0
12 Locked 38.9 6 0
13 Locked 38.9 7 0
14 Locked 38.9 18 0
15 Locked 38.9 7 0
16 Locked 38.9 6 0
17 Locked 38.6 4 0
18 Locked 38.9 10 0
19 Locked 38.9 5 0
20 Locked 38.6 6 0
21 Locked 38.9 8 0
22 Locked 38.9 1 0
23 Locked 38.6 9 0
24 Locked 38.9 14 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 4.875 5120 64 qam 4
2 53700000 4.975 5120 64 qam 1
3 46200000 4.875 5120 64 qam 2
4 39400000 4.875 5120 64 qam 3


Upstream bonded channels
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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
Vcb573b2ee9a9587e.cm


Primary Downstream Service Flow
SFID 111446
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 111445
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

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Message 3 of 11
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Re: Wi-fi Dropouts / Timed out messages in online gaming

Sorry to hear of the issues that you've been having themuel1.

 

I have been able to locate your account and cannot see anything that would be causing the issue with your connection.

 

Would you be able to perform a speed test using a wired connection to the hub? Also are you able to try the router in modem mode to see if this can make any difference.

 

 

Regards

Steven_L

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Message 4 of 11
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Re: Wi-fi Dropouts / Timed out messages in online gaming

Thanks for the reply Steven.

I don't have an ethernet cable but will be getting one as I'm assured the speed going to the router is what's being paid for (M500) and it would be nice to actually verify that. Just spoken with the faults team and the chap asked me to optimise the router. Doubled the speed from 40 to 80 for about 5 minutes and now down to 20 download and 6 upload with less coverage. Also used the Virgin Connect app in each room to test coverage around the home. All "great." Being sent out Wi-fi boosters on Thursday so I'll see if that does helps but it seems odd if the coverage is already suggesting it's great in all rooms. 

What's the difference with modem mode and will I need anything extra to use it? 

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Re: Wi-fi Dropouts / Timed out messages in online gaming

Hi themuel1. 

 

You can find help on how to put your router into modem mode here Modem mode will help rule out any issues on the router side of things.

 

Looking at your hub it does show that there are some issues with your WiFi setup. 

 

These may seem really simple, but you can find some help how to get the best out of your WiFi setup here as some of your devices are showing as being too close to the hub.

 

Let me know how you get on 🙂

 

Alex_Rm

 

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Message 6 of 11
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Re: Wi-fi Dropouts / Timed out messages in online gaming

Thanks - I've previously done the suggested wi-fi settings, both on the website and this evening over the phone. What is it with my hub that you can see that makes you think there are wi-fi problems? Is that based on the posted stats or are you able to see real time data?

Could you clarify what exactly I need in modem mode please? Seems to be my own wi-fi kit which is another router, but I don't have another router.

Also, if I plug the ethernet cable in and the speed is below what Virgin suggest should be the minimum speed I get, would that definitively prove it's either a faulty router or the speed coming in isn't what it should be?
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Message 7 of 11
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Re: Wi-fi Dropouts / Timed out messages in online gaming

Hi themuel1, 

 

Thank you for having a look at our Wifi wins, it is still showing that there are some issues with your home set up. 

 

Is looks like one of your TV boxes is one of the main culprits, as well as maybe an Amazon device. These tend to be home assistants or Fire sticks, people also often tend to have their hub too close to the TV and all the electronics start interfering. 

 

I would recommend taking another look at where all your equipment is positioned. 

 

regarding modem mode we aren't suggesting you change your equipment or setup, just temporarily put your hub into modem mode to run an Ethernet speed test without any internal settings having any effect. 

 

Yes, if your wired speeds are below the minimum this would suggest there is a problem somewhere along the line, and would help us to narrow down the underlying nature of the problem.

 

Alex_Rm

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Re: Wi-fi Dropouts / Timed out messages in online gaming

Powerline boosters have arrived today and have performed the ethernet test. 86MBPS download and 37 MBPS upload, connected directly to the router with the ethernet cable into the laptop. Wi-fi speedtest performed a minute later was 59 MBPS and 36 MBPS Upload.

Modem mode test with ethernet cable - 92 MBPS and 37 MBPS upload. Interesting to note the upload speed is the same throughout, not sure why that would be? 

I'm now looking for an explanation of what's going on with the speed please? We're expecting 200+ minimum and the speed coming directly into the router isn't even half of that. Surely not the Wi-Fi that's the underlying cause.

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Re: Wi-fi Dropouts / Timed out messages in online gaming

Looking at those ethernet speed figures I would suggest that ...

The Powerline adaptors are set at 100Mbs.

The laptop Network Interface Card (NIC) is a 10/100 card.

The ethernet cables are below Cat 5E spec or are possibly damaged.

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

Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
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Message 10 of 11
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Re: Wi-fi Dropouts / Timed out messages in online gaming

Sorry to be clear, I mentioned the powerline adapters because I didn't have ethernet cables previously and they came with it.

I used the provided ethernet cables which I assume are the correct spec for super fast broadband and tested directly into the Superhub 3.0. Wi-fi mode on and then modem mode. Powerline adapters are NOT installed as I'm not doing that until we get to the bottom of the problems with the speed directly to and from the router.

 

Network interface card is a possibility I hadn't considered. Any idea how I find out which type of card it is? Can't find it on the network adapter properties. 

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