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carljenkins55
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Wifi Broadband frequently dropping out

My wifi broadband connection drops about 10 times a day. The router is not visible in the Virgin app when that happens but usually reappears in 5 minutes.
According to diagnostics there are no network problems. However, it does suggest that I move my devices to be closer to the router.
I bought a BT-11ac-DualBand-WiFi-Extender but that's no help when there's no broadband to extend 😞
The router is located in a cupboard under the stairs behind the TV. However, I can't move it as the cable to the Virgin box on the wall is less than a metre long.

BQM details:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/23b815eb57b8d6d71d9ac47985cda1445b...

Network Log, Downstream and Upstream details below

Network Log
Time Priority Description
15/02/2021 19:10:28 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 17:42:55 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 17:28:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 23:12:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 10:35:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 16:21:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 05:42:55 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 13:35:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 02:50:34 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 14:39:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 07:56:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 22:13:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 10:01:48 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 22:29:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 19:35:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 08:04:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 20:25:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 17:55:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:07:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 -0.5 38 256 qam 9
2 210750000 -1 38 256 qam 10
3 218750000 -1 37 256 qam 11
4 226750000 -0.7 37 256 qam 12
5 234750000 -1 40 256 qam 13
6 242750000 -1.2 38 256 qam 14
7 250750000 -1 38 256 qam 15
8 258750000 -0.9 38 256 qam 16
9 266750000 -1.2 38 256 qam 17
10 274750000 -1 38 256 qam 18
11 282750000 -1.7 38 256 qam 19
12 290750000 -1.2 38 256 qam 20
13 298750000 -1.2 38 256 qam 21
14 306750000 -1.4 38 256 qam 22
15 314750000 -1 40 256 qam 23
16 322750000 -1.9 38 256 qam 24
17 330750000 -1.2 38 256 qam 25
18 370750000 -1.5 40 256 qam 26
19 378750000 -1.4 40 256 qam 27
20 386750000 -1.7 40 256 qam 28
21 394750000 -1.7 38 256 qam 29
22 402750000 -1.7 38 256 qam 30
23 410750000 -1.7 38 256 qam 31
24 418750000 -2 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 251 2
2 Locked 38.6 539 4
3 Locked 37.6 734 18
4 Locked 37.3 311 34
5 Locked 40.3 233 11
6 Locked 38.9 376 102
7 Locked 38.9 290 4
8 Locked 38.9 113 0
9 Locked 38.9 224 248
10 Locked 38.9 197 248
11 Locked 38.9 283 20
12 Locked 38.6 153 0
13 Locked 38.9 100 0
14 Locked 38.6 86 0
15 Locked 40.3 29 0
16 Locked 38.9 20 0
17 Locked 38.9 18 0
18 Locked 40.3 43 0
19 Locked 40.3 36 0
20 Locked 40.3 50 0
21 Locked 38.9 51 0
22 Locked 38.9 31 0
23 Locked 38.9 51 0
24 Locked 40.3 20 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 47.3 5120 64 qam 4
2 46200000 48 5120 64 qam 3
3 53700000 47 5120 64 qam 2
4 32600000 48 5120 64 qam 5


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

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jbrennand
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Re: Wifi Broadband frequently dropping out

"My wifi broadband connection drops about 10 times a day."
________________________________________________

Does it ? Nothing obvious in the stats or BQM that I can see. Or is it just the wifi connection to the BB that is dropping? What happens on a computer/laptop connected to the Hub by ethernet cable at the same time? And what do the Hub lights show/do when the "drops" occur?

--------------------
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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carljenkins55
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Re: Wifi Broadband frequently dropping out

There is just the solid white light on the router. Green wifi light is not on.

I'd agree that it's more likely that the issue is with the hub itself rather than broadband. I have 15 devices connected and outages don't always affect all devices.

For example, Xbox connection dropped yesterday evening but PS4 was fine. Humax is the only wired connection and there was no issue with that.

I've done various speed tests. I'm on a 100M contract but typically get around 25MB on wifi and double that on ethernet.

I did a factory reset as advised on the help pages but that's made no difference. I phoned customer services at 8a.m. this morning but they just did an automated test and hung up with no option to speak anyone.
How do I engage with technical support to get them to look into this issue?

 

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jbrennand
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Re: Wifi Broadband frequently dropping out

If its just a wifi issue, VM now supply “wifi pods” (not “boosters”). These are free to customers on the 1GB or Ultimate Oomph packages, and so are worth trying if you are on one of those. There are stock supply issues at the moment though.

Otherwise, you will be charged £5/month - 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 your wifi will be trouble free.

--------------------
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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