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Tiago1717
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WiFi keeps dropping everyday around same time

Hi all, 

 

My WiFi keeps dropping everyday specially when I'm playing PS5. It drops for around 30s to 1minute and it happens to every device connected. Also the ping is not very good. I run a speedtest and it's fine but we all know speed test does not show if there is any noise in the line.

 

I signed for virgin in January, we used to have virgin before that but it was on someone else's name. Since the new router were having these problems.

Can I get some help please? 

 

PS: I used to work as a telecommunications engineer so rebooting the router, changing WiFi channels... I've tried it all but didn't help. I reckon an engineer is needed please.

 

TIA

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jbrennand
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Re: WiFi keeps dropping everyday around same time

It may need a Tech to sort out but first, what Hub model do you have and what do the various lights show/do at these times?

Also, 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 this is to help diagnose whether it is just a wifi issue or it could be network connection related?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Tiago1717
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Re: WiFi keeps dropping everyday around same time

I've got a HUB 3.0 VMDG505/TG2492LG-VM.

 

When the WiFi is down it shows the WiFi green light and the power light.

 

I currently have no devices connected to a lan port so I don't know if it is a WiFi problem or a connection problem. 

 

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jbrennand
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Re: WiFi keeps dropping everyday around same time

If the power light remains white and steady (not flashing) it indicates that network connectivity is maintained and its just the wifi that has dropped. It would help to nail that if you can connect something to the Hub on an ethernet cable and see what happens. N.b. - any device can be connected with a suitable adapter for whichever device you have.

If it turns out that it is just a wifi issue, then on a Hub3, try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation" Then use a wifi scanning App to find the best wifi channels to use (just use 1,6,11 on 2.4GHz) that often helps Hub3 users get better wifi performance - but its still no substitute for getting better kit 🙂

To address this, VM now supply “wifi pods” (not “boosters”). Pods are free to “some customers” most will be charged £5/month and they dont have enough supplies right now to provide them unless you have a demonstrable wifi issue.

And at that level of investment you would soon pay off that cost by buying a "better" wireless solution that will be yours to own and use forever and which will cure all your wifi woes.

Get either a…
Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2) & (3).

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Tiago1717
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Re: WiFi keeps dropping everyday around same time

Thank you for your help. 

 

I've renamed the different networks and this is still happening. Pretty much sure my hub needs replacement. 

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Re: WiFi keeps dropping everyday around same time

And what happened on an ethernet cable connected device when it happened again ?

If they dropped at the same time as the wifi ones, then lets see the Hub connection details and a BQM...
________________________________________

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, click on the “router status” icon/text at bottom-middle of 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 and secure “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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Tiago1717
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Re: WiFi keeps dropping everyday around same time

 

Downstream bonded channels

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

12667500005.837256 qam17
22747500005.937256 qam18
3282750000637256 qam19
42907500006.337256 qam20
52987500006.437256 qam21
63067500006.638256 qam22
73147500006.637256 qam23
83227500006.838256 qam24
93307500006.938256 qam25
10338750000738256 qam26
11346750000738256 qam27
12354750000737256 qam28
133627500006.938256 qam29
14370750000738256 qam30
153787500006.937256 qam31
163867500006.538256 qam32
173947500006.538256 qam33
184027500006.337256 qam34
19410750000637256 qam35
204187500005.838256 qam36
214267500005.538256 qam37
224347500005.438256 qam38
23442750000538256 qam39
244507500005.138256 qam40

 

Upstream bonded channels

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

15370000044512064 qam2
26030000044512064 qam1
33940000044512064 qam4
44620000043.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0020
3ATDMA0000
4ATDMA000

0

 

 

Network Log

Time Priority Description

24/04/2021 09:36:49Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

23/04/2021 09:49:39criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:54:14noticeLAN login Success;CM-MAC=c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:48:58Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:48:50noticeLAN login Success;CM-MAC=c;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 00:09:15Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 00:09:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 23:49:0Warning!RCS Partial Service;CM-MAC=:1b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 23:49:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 00:57:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 07:35:35criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 12:58:25Warning!RCS Partial Service;CM-MAC=:1b;CMTS-MAC=52;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 12:57:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:1b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 12:10:42criticalNo Ranging Response received - T3 time-out;CM-MAC=cb;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 05:16:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 05:51:11criticalNo Ranging Response received - T3 time-out;CM-MAC=:1b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 17:16:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 18:41:18criticalNo Ranging Response received - T3 time-out;CM-MAC=cb;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 14:38:32Warning!RCS Partial Service;CM-MAC=c;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
10/04/2021 04:46:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=:1b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

(Mac adresses deleted)

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jbrennand
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Re: WiFi keeps dropping everyday around same time

Nothing really obviously wrong in there - a few T3's but not really that frequent.

Post the link to the BQM as soon as.

And have you been able to check on an ethernet connected device yet?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: WiFi keeps dropping everyday around same time

Hi Tiago1717,

Thanks for using the forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I have already taken the time to peruse your services to check for any faults on our side, however there was nothing outstanding with your Hub. 

Your WIFI however has identified an issue, meaning some devices may be too far away from the Hub and the signal may not be reaching them to its full potential.

Can I ask if your phone is perfectly fine if you're in the same room as the Hub? But then if you move into another room, maybe upstairs, does it really start to struggle?

@jbrennand already gave advice on this above which was really helpful (thank you!) he mentioned our Intelligent WIFI pods or getting 3rd party equipment to help boost your WIFI signal around the home. I won't be able to advise on the 3rd party stuff, hopefully Jbrennand will help further with that. But I do have a link here - Intelligent WIFI pods - that will give you more information on these. 

If you need help identifying which rooms may need a pod, you can use our Connect App to scan your home and check them for you. 

I hope this helps 🙂

Thanks,

Megan_L

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