WiFi Connected, No Internet

[SKJ777]

Hi,

I've been having intermittent issues with my WiFi for about a year now whereby any WiFi device will connect but will not be able to browse. I have to disconnect and reconnect several times and hope that I get lucky enough that it will connect. It is not a signal strength issue, I have the full bars on each of the devices and it even happens when I'm sat across from the hub itself. 

The Hub remains in the "optimal" position from when the engineers first set it up and advised that this was the best place in the house for it. 

I've tried the following to no avail:

• Both intwined and separated 2.4ghz and 5ghz networks
• Used Phone Apps to determine the best channels for my WiFi and set these on my Hub 3
• Enabling/disabling Smart Channel Optimisation
• Resetting router normally (too many times)
• Pin Resetting Router (multiple times)
• Purchasing and using the £8 p/m Virgin Media WiFi Boosters despite believing this would not help, which it did not
• Forgetting the networks on all of my devices after making any change
• Using my own router with the Hub3 acting as modem mode

Absolutely nothing resolves this issue and I am convinced that the Hub is at fault yet calling up support they told me that my Hub is fine despite me insisting that the problem is intermittent. 

I am losing faith that I'll have a normal internet connection again honestly. 

Anyone have any other ideas I can try? 

[SKJ777]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	30099732	Locked
Provisioning State	Online

Downstream bonded channels

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

1	330750000	1.2	36	256 qam	25
2	202750000	2.5	36	256 qam	9
3	210750000	2.2	36	256 qam	10
4	218750000	1.7	36	256 qam	11
5	226750000	1.4	36	256 qam	12
6	234750000	1.2	36	256 qam	13
7	242750000	1.2	36	256 qam	14
8	250750000	1.4	36	256 qam	15
9	258750000	1.4	36	256 qam	16
10	266750000	1.5	36	256 qam	17
11	274750000	1.4	36	256 qam	18
12	282750000	1.9	36	256 qam	19
13	290750000	2	36	256 qam	20
14	298750000	2.2	36	256 qam	21
15	306750000	1.9	36	256 qam	22
16	314750000	1.2	36	256 qam	23
17	322750000	1	36	256 qam	24
18	338750000	1	36	256 qam	26
19	346750000	1.2	36	256 qam	27
20	354750000	1.4	36	256 qam	28
21	362750000	1.2	36	256 qam	29
22	370750000	0.7	36	256 qam	30
23	378750000	0.5	36	256 qam	31
24	386750000	0.2	36	256 qam	32

Downstream bonded channels

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

1	Locked	36.3	153	0
2	Locked	36.3	246	0
3	Locked	36.6	172	0
4	Locked	36.6	116	0
5	Locked	36.3	181	0
6	Locked	36.3	152	0
7	Locked	36.3	163	0
8	Locked	36.3	145	0
9	Locked	36.6	125	0
10	Locked	36.3	143	0
11	Locked	36.3	169	0
12	Locked	36.3	99	0
13	Locked	36.3	139	0
14	Locked	36.6	142	0
15	Locked	36.3	117	0
16	Locked	36.6	191	0
17	Locked	36.6	221	0
18	Locked	36.3	208	0
19	Locked	36.6	155	0
20	Locked	36.6	104	0
21	Locked	36.3	120	0
22	Locked	36.6	187	0
23	Locked	36.3	277	0
24	Locked	36.3	242	0

Upstream bonded channels

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

1	30099732	50	5120	64 qam	4
2	23600126	49.3	5120	32 qam	5

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

General Configuration

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

Primary Downstream Service Flow

SFID	6860
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	6859
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[SKJ777]

Network Log

Time Priority Description

29/04/2023 06:19:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2023 15:06:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2023 21:16:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2023 18:48:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2023 23:49:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2023 23:40:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2023 15:41:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2023 15:41:30	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2023 04:26:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 18:21:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 18:21:31	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 17:36:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 05:46:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 05:53:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 00:24:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 00:21:51	critical	Received 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;
14/04/2023 00:19:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 00:19:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 00:19:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 00:19:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Steven_L]

Hey SKJ777,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this and can see that there is an issue with your upstream channels that would need to be looked into by a technician.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L