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Wifi Keeps disconnecting from my devices randomly

When im streaming on my laptop or playing a game on my mobile, it all seems fine with fast internet but then suddenly the internet stops. On my laptop it would seem like i'm connected but nothing buffers from then on with the only resolution being to disconnect my laptop and reconnect to get it working again which is becoming a annoying. The Hub 3 itself it very close by so i doubt its a wifi signal problem ? But here are the logs if anyone can help me  

Time Priority Description

30/10/2020 14:38:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 14:22:17noticeSW download Successful - Via Config file
30/10/2020 14:20:0noticeSW Download INIT - Via Config file
30/10/2020 14:16:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 04:56:30ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 17:43:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 13:11:31ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 11:35:29Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 03:35:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 17:41:33ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 17:21:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 16:09:35ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 15:59:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 15:27:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 15:17:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 14:27:29ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 02:21:31noticeSW download Successful - Via NMS
21/10/2020 02:17:46noticeSW Download INIT - Via NMS
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Alessandro Volta
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Re: Wifi Keeps disconnecting from my devices randomly

Are wired connections also dropping out?

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Re: Wifi Keeps disconnecting from my devices randomly

One of our computers is plugged in, but that computer is not used as much so i haven't noticed it particularly

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Re: Wifi Keeps disconnecting from my devices randomly

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 7.1 40 256 qam 25
2 234750000 4.6 38 256 qam 13
3 242750000 4.8 38 256 qam 14
4 250750000 5 38 256 qam 15
5 258750000 5.4 38 256 qam 16
6 266750000 5.5 38 256 qam 17
7 274750000 5.6 38 256 qam 18
8 282750000 5.9 38 256 qam 19
9 290750000 6 38 256 qam 20
10 298750000 6.5 38 256 qam 21
11 306750000 6.6 38 256 qam 22
12 314750000 6.9 40 256 qam 23
13 322750000 7 40 256 qam 24
14 394750000 8.5 40 256 qam 26
15 402750000 8.6 40 256 qam 27
16 410750000 9 40 256 qam 28
17 418750000 9.1 40 256 qam 29
18 426750000 9.4 40 256 qam 30
19 434750000 9.5 40 256 qam 31
20 442750000 9.6 40 256 qam 32
21 450750000 9.8 40 256 qam 33
22 458750000 10.1 40 256 qam 34
23 466750000 10.3 40 256 qam 35
24 474750000 10.4 40 256 qam 36


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 20 0
2 Locked 38.6 94 28
3 Locked 38.9 91 6
4 Locked 38.9 75 8
5 Locked 38.9 67 0
6 Locked 38.9 35 0
7 Locked 38.9 52 0
8 Locked 38.9 42 0
9 Locked 38.9 20 0
10 Locked 38.9 20 0
11 Locked 38.9 11 0
12 Locked 40.3 20 0
13 Locked 40.3 20 0
14 Locked 40.9 7 0
15 Locked 40.3 7 0
16 Locked 40.3 7 0
17 Locked 40.3 6 0
18 Locked 40.3 7 0
19 Locked 40.3 6 0
20 Locked 40.3 4 0
21 Locked 40.3 5 0
22 Locked 40.9 5 0
23 Locked 40.3 8 0
24 Locked 40.3 0 0
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Re: Wifi Keeps disconnecting from my devices randomly

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 3.775 5120 64 qam 6
2 46200000 3.775 5120 64 qam 5
3 32600000 3.775 5120 64 qam 7
4 53700000 3.775 5120 64 qam 8


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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Re: Wifi Keeps disconnecting from my devices randomly

The downstream levels are a tad high and some are at the max limit, which could be the cause of the drops - Channel 2 has some noise on the line as well.

You'll likely need an engineer

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Re: Wifi Keeps disconnecting from my devices randomly

Ahh thank you for the response, how best do you think i should progress with this, just contact Virgin customer service? 

 

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Re: Wifi Keeps disconnecting from my devices randomly

You can try and call it in and explain the issue to first line (who won't deviate off their scripts) or wait for a mod to respond here which could take a week or so

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Re: Wifi Keeps disconnecting from my devices randomly

Hi KKC, 

Thanks for your post and welcome to our community. 

I'm really sorry for the delay in getting back in touch and for the issues you've been having, we have been busier than normal. 

I've had a look from the back end of things and can see that you have had an engineers visit since, can I ask how're things looking now? 

We're around if you need further assistance. 

Emma_C - Forum Team
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