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Gina1980
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WiFi cutting out for past 3 weeks unless device in same room as router

Please can a techie check my system and see if there are any problems causing this issue.

We have never had any internet/wifi problems, but for some reason in the last 4 weeks our devices will disconnect from wifi approximately every 5-10 mins, unless we are in the same room as the router. 

The only thing that fixes it, is to turn wifi off our devices and then back on again.  It's been a nightmare for WFH.  

Please help!

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gary_dexter
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Message 2 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

Does a wired connection work without dropping?

Have you done any optimisation to the Wifi yourself?


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Gina1980
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Message 3 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

Hi, 

I am not a tech expert I'm afraid, so wouldn't know how to optimise my wifi or do a wired connection to save my life!

It seems clear to me the issue is with Virgin as we have had no problems at all and then all of a sudden it has started dropping out. I've seen on other threads that a Virgin rep can look into our account, this is what I really need them to do...

Edit to add: I've just scrolled down the first page of threads and it seems everyone is having the same problem! Also to add that I have done the classic restart/switch off etc and it hasn't done anything.

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gary_dexter
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Message 4 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

It's not always the "same problem".

If you want to wait for a forum rep to respond then that's fine - they'll reply in a few days

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Andrew-G
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Message 5 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

Try the following.  It may sound complicated, but just take it one step at a time, and rest assured there's nothing you can break or mess up by doing this:

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  

Then we can check for any obvious problems with power, noise or error counts.  This may reveal nothing, but that would mean we look at other factors.

 

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Gina1980
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Message 6 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

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

1298750000-6.937256 qam21
2250750000-5.538256 qam15
3258750000-5.738256 qam16
4266750000-638256 qam17
5274750000-6.238256 qam18
6282750000-6.537256 qam19
7290750000-6.737256 qam20
8306750000-737256 qam22
9314750000-7.237256 qam23
10322750000-7.437256 qam24
11330750000-7.737256 qam25
12338750000-7.537256 qam26
13346750000-837256 qam27
14354750000-837256 qam28
15362750000-8.237256 qam29
16370750000-8.437256 qam30
17378750000-8.537256 qam31
18386750000-9.237256 qam32
19394750000-9.236256 qam33
20402750000-1036256 qam34
21410750000-9.536256 qam35
22418750000-9.736256 qam36
23426750000-9.537256 qam37
24434750000-9.736256 qam38



Downstream bonded channels

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

1Locked37.31150
2Locked38.6620
3Locked38.6577
4Locked38.6921
5Locked38.6970
6Locked37.61141
7Locked37.6920
8Locked37.61530
9Locked37.61590
10Locked37.31540
11Locked37.32150
12Locked37.31610
13Locked37.32250
14Locked37.61950
15Locked37.61940
16Locked37.32250
17Locked37.32880
18Locked37.33180
19Locked36.34140
20Locked36.66170
21Locked36.64830
22Locked36.34900
23Locked37.34330
24Locked36.34210
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Gina1980
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Message 7 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

Upstream bonded channels

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

15370000045.5512064 qam2
24619997545.3512032 qam3
36030000045.5512064 qam1
43940010244.7512016 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0010
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Gina1980
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Message 8 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

Network Log

Time Priority Description

05/06/2021 05:40:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 18:12:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 09:50:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 06:12:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 16:06:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 13:41:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 04:51:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:13:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 17:47:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 09:43:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2021 23:36:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 21:43:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 15:55:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 09:43:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 06:39:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 21:43:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:47:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 17:05:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 07:12:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 20:50:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gary_dexter
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Alessandro Volta
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Message 9 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

The downstream power levels are far too low there.

Is there an attenuator fitted to the back of the hub?


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Message 10 of 13
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Re: WiFi cutting out for past 3 weeks unless device in same room as router

Yep, downstream power's too low, and the upstream has noise issues as well.  I've marked for staff to advise, they can book you a technician.

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