WiFi constantly disconnects up to 20+ times a day.

[tjevo9]

Hi, so I’ve been with Virgin Media for a while now. Almost 10 years and the wifi has been okay at best over the years. I’ve upgraded to faster packages as they were released and currently I’m on the 350mb broadband.
However for the past month and a half now without fail, about 20-25 times a day it will disconnect and reconnect. The hub has remained in the same place since I first got it.

It’s especially annoying as I play a lot of games online that require constant connection and having it disconnect every 30-40 minutes is a pain.

I recently had an engineer out to replace the hub 3.0 and yet again it’s still doing the same thing.

Any help would be appreciated as it’s kind of frustrating having the price of my broadband go up every few months and the service quality go down. 

[Emailrob1]

Thanks for articulating this. Feels like I'm having the same wifi issues. Over the same sort of time frame too. Also on a hub 3. Tried calling virgin too and a code was sent to reset the hub 3 by the automated service. Fingers crossed that helps.

[jbrennand]

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 related?

What are the various Hub lights showing/doing when this happens?

That said.... my lad is a serious internet gamer who thinks wifi is the work of Satan and should never be used for gaming. Ethernet cabling your devices is always the best way to go, but running cable to his room was problematic.

So he uses a pair of Solwise AC1200 powerline adapters. His PC/Xbox/PS3 can now all be "wired" simultaneously - with short Cat6 cables – back to the wireless router downstairs and he gets a solid 60-70Mbps on our V200 package - he hasn't complained once in years!

Worth considering whether that will work for your house on your mains circuits, the two circuits must go through the same consumer unit/fuse box (most do) and be free of any "noise". You can also add a wifi access point alongside to boost that up there as well.

Alternatively look at getting your own router and better quality wireless equipment.

[tjevo9]

Hi, i have my PS5 connected via Ethernet through the power line adapters. They were working fine when I first got the adapters but not so much anymore. However it’s pretty much every device on Ethernet and wifi. My laptop, phone, PlayStation 5 and my mother’s phone and Amazon FireStick also disconnect all at the same time. It’s as if the router is just resetting randomly.

The light is yellow, until it disconnects and then it flashes green. Then returns to normal. 

[jbrennand]

OK sounds like a network connection issue - can you do this then..
______________________________________________________

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) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... 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” (as per instructions on the TB website) when it starts to develop.

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

[tjevo9]

Hey again, whenever I try to post the stats that you've asked for; I get a site error saying: "Correct the highlighted errors and try again". However there are no highlighted errors at all. I try clicking Post multiple times. 

Figured out how to post, I didn't read the paste a plain text part correctly.

[tjevo9]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 5 38 256 qam 1
2 147000000 4.9 38 256 qam 2
3 155000000 5 38 256 qam 3
4 163000000 4.8 38 256 qam 4
5 171000000 4.9 38 256 qam 5
6 179000000 4.5 38 256 qam 6
7 187000000 4.4 38 256 qam 7
8 195000000 4.3 38 256 qam 8
9 203000000 4 38 256 qam 9
10 211000000 3.7 38 256 qam 10
11 219000000 3.9 38 256 qam 11
12 227000000 3.7 38 256 qam 12
13 235000000 3.5 38 256 qam 13
14 243000000 3.4 38 256 qam 14
15 251000000 3.4 38 256 qam 15
16 259000000 2.9 38 256 qam 16
17 267000000 3.2 38 256 qam 17
18 275000000 3 38 256 qam 18
19 283000000 2.9 38 256 qam 19
20 291000000 3.2 38 256 qam 20
21 299000000 3.7 38 256 qam 21
22 307000000 4 38 256 qam 22
23 315000000 4.4 38 256 qam 23
24 323000000 4.5 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 120 0
2 Locked 38.9 55 0
3 Locked 38.6 67 0
4 Locked 38.6 55 0
5 Locked 38.9 85 0
6 Locked 38.9 74 0
7 Locked 38.6 73 0
8 Locked 38.9 78 0
9 Locked 38.9 56 0
10 Locked 38.9 83 0
11 Locked 38.6 57 0
12 Locked 38.9 89 1
13 Locked 38.6 68 0
14 Locked 38.6 69 0
15 Locked 38.9 81 0
16 Locked 38.6 119 0
17 Locked 38.9 51 0
18 Locked 38.6 86 0
19 Locked 38.9 114 0
20 Locked 38.6 93 0
21 Locked 38.6 71 0
22 Locked 38.9 94 0
23 Locked 38.6 75 0
24 Locked 38.9 72 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 41.8 5120 64 qam 1
2 39400000 40.5 5120 64 qam 4
3 53700000 41.3 5120 64 qam 2
4 46200000 40.8 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 0 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0

Network Log
Time Priority Description
31/08/2021 20:48:5 notice LAN login Success;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 20:43:35 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 05:06:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 18:10:36 notice LAN login Success;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 02:48:42 critical No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 16:13:21 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 16:13:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 15:35:36 notice SW download Successful - Via Config file
27/08/2021 15:32:40 notice SW Download INIT - Via Config file
27/08/2021 15:32:36 Error Disruption during SW download - Power Failure
27/08/2021 15:29:50 notice SW Download INIT - Via Config file
01/01/1970 00:01:49 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:49 critical Ranging Request Retries exhausted;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28 Warning! Lost MDD Timeout;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28 Warning! MDD message timeout;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 19:56:33 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 19:47:40 notice SW download Successful - Via Config file
23/07/2021 19:41:44 notice SW Download INIT - Via Config file
28/06/2021 17:06:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Stats all look ok - no real evidence of issus.

Post the BQM link asap - if you are getting disconnections they should show up on that.

[Travis_M]

Hi @tjevo9

Thanks for posting on our community forum!

Have you managed to run the BQM as of yet?

Regards