Menu
Reply
Highlighted
  • 6
  • 0
  • 0
Tuning in
242 Views
Message 1 of 10
Flag for a moderator

Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Hi forums,

As per the subject, the wifi frequently will suddenly just stop working in our house (for multiple devices, even ones adjacent to the router).  This happens about once every other day.  Sometimes it's only the 5G access point, sometimes the 2G as well.  I have to restart the router (not a pinhole reset) to fix it when both channels are down.  When it's only 5G that's down I can login to the router on 2G and disable the 5G channel, then enable it again, and this gets 5G running  I have a Super Hub 2 (Super Hub VMDG485) running software version V1.01.35 on hardware version 3.11.  Below I have pasted my downstream and upstream numbers, and the network log, from the router status panel.

I'd like to get this mystery solved, as resetting the router every other day is getting tiresome!

Many Thanks.

 

Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 443000000 411000000 419000000 427000000 435000000 451000000 459000000 467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 5 1 2 3 4 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) -11.30 -11.02 -11.01 -11.12 -11.20 -11.14 -10.84 -10.49
RxMER (dB) 35.25 35.25 35.25 35.25 35.42 35.25 35.60 35.78
Pre RS Errors 647 1403 1072 486 8936 1053 345 941
Post RS Errors 280 1022 959 303 6771 928 303 909

 

Upstream US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 1 4 2 3
Frequency (Hz) 60300000 39400000 53700000 46200000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 51.00 51.00 51.00 51.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
18/06/2020 09:14:41 GMT 18/06/2020 09:14:41 GMT Warning (5) 66050310 Auth Success - Web login successful.
18/06/2020 08:56:48 GMT 18/06/2020 08:56:48 GMT Warning (5) 66050310 Auth Success - Web login successful.
18/06/2020 08:38:14 GMT 18/06/2020 08:38:14 GMT Error (4) 68010302 DHCP WAN IP - [REMOVED]
18/06/2020 08:37:11 GMT 18/06/2020 08:37:11 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
14/06/2020 19:27:17 GMT 14/06/2020 19:27:17 GMT Error (4) 68010302 DHCP WAN IP - [REMOVED]
14/06/2020 19:26:27 GMT 14/06/2020 19:26:27 GMT Error (4) 68000407 TOD established
14/06/2020 19:26:09 GMT 14/06/2020 19:26:09 GMT Notice (6) 84000510 Downstream Locked Successfully
14/06/2020 19:25:51 GMT 14/06/2020 19:25:51 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 19:25:44 GMT 14/06/2020 19:25:44 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 19:25:39 GMT 14/06/2020 19:25:39 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 19:25:35 GMT 14/06/2020 19:25:35 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 14:05:38 GMT 14/06/2020 14:05:38 GMT Error (4) 68010302 DHCP WAN IP - [REMOVED]
14/06/2020 14:04:56 GMT 14/06/2020 14:04:56 GMT Error (4) 68000407 TOD established
14/06/2020 14:04:40 GMT 14/06/2020 14:04:40 GMT Notice (6) 84000510 Downstream Locked Successfully
14/06/2020 14:04:21 GMT 14/06/2020 14:04:21 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 14:04:20 GMT 14/06/2020 14:04:20 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 14:04:16 GMT 14/06/2020 14:04:16 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/06/2020 14:03:59 GMT 14/06/2020 14:03:59 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

Tags (2)
0 Kudos
Reply
Highlighted
  • 4.81K
  • 879
  • 1.27K
Very Insightful Person
Very Insightful Person
237 Views
Message 2 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Hello

It will not just be the wireless as looking at the stats you have posted the downstream power levels are too low, you upstream is bordering on too high, and quite a number of Post RS Errors, in cases like this can be caused by noise on the line, and I would go around and make sure that all coaxial connections to all VM equipment are finger tight, power off hub for 30 secs and then back on.

If the downstream is lower than -6, and your upstream 51 or higher and the number of post RS errors are increasing at a rate, then an engineer will be need to find the cause of the noise.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 6
  • 0
  • 0
Tuning in
219 Views
Message 3 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Thanks for the info Mike, very useful to know. I'll check cable tightness (have done this in the past but it was a while ago), and power cycle the hub if anything was loose.

The 'grey box' on the outside wall of the house has become damaged, and it's a bit dusty/dirty inside it, so I wonder if there's an issue with that. Likewise the 'phone line box' on the inside wall of the house is loose due to it having been badly fitted (before my time here). Is Virgin responsible for either of these?
0 Kudos
Reply
Highlighted
  • 4.81K
  • 879
  • 1.27K
Very Insightful Person
Very Insightful Person
217 Views
Message 4 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Hello

Yes VM are responsible for their equipment.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 6
  • 0
  • 0
Tuning in
123 Views
Message 5 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

So this is still happening exactly as described.  Is it possible to get some official support from Virgin Media relating to this please?

Thank you.

0 Kudos
Reply
Highlighted
  • 15.69K
  • 1.64K
  • 2.68K
Very Insightful Person
Very Insightful Person
120 Views
Message 6 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Can you do a 60 second-hold pinhole reset of the Hub and post up the Hub stats again to see if anything has changed on the connection.

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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.

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

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Tuning in
114 Views
Message 7 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Hi John,

Thanks for your response.

I do have a BQM running - it's been running for months - you can see it here.  You can see the red spike in dropped packets there, which was when I had to reset the router earlier today.  I will do the 60 second-hold reset and get back to you with the stats after that.

Cheers.

 

 

0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Tuning in
110 Views
Message 8 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

I have performed the reset, and so here are the Hub stats again - I grabbed these stats before I even changed the access point names or did any other configuration of the router.

Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 443000000 411000000 419000000 427000000 435000000 451000000 459000000 467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 5 1 2 3 4 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) -11.46 -11.02 -11.01 -11.15 -11.47 -11.26 -11.07 -10.79
RxMER (dB) 35.08 35.08 35.25 35.25 35.78 34.35 34.93 37.09
Pre RS Errors 1031 361 1001 977 4093 1067 313 376
Post RS Errors 977 310 981 954 3766 1032 297 357

 

Upstream US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 2 1 4 3
Frequency (Hz) 53700000 60300000 39400000 46200000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 51.00 51.00 51.00 51.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 2 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log
First Time Last Time Priority Error Number Description
30/06/2020 15:28:09 GMT 30/06/2020 15:28:09 GMT Warning (5) 66050310 Auth Success - Web login successful.
30/06/2020 15:24:58 GMT 30/06/2020 15:24:58 GMT Error (4) 68010302 DHCP WAN IP - [REMOVED]
30/06/2020 15:23:55 GMT 30/06/2020 15:23:55 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
30/06/2020 14:11:46 GMT 30/06/2020 14:11:46 GMT Error (4) 68010302 DHCP WAN IP - [REMOVED]
30/06/2020 14:10:42 GMT 30/06/2020 14:10:42 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
28/06/2020 18:39:17 GMT 28/06/2020 18:39:17 GMT Error (4) 68010302 DHCP WAN IP -[REMOVED]
28/06/2020 18:38:14 GMT 28/06/2020 18:38:14 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
25/06/2020 13:22:19 GMT 25/06/2020 13:22:19 GMT Error (4) 68010302 DHCP WAN IP - [REMOVED]
25/06/2020 13:21:38 GMT 25/06/2020 13:21:38 GMT Error (4) 68000407 TOD established
25/06/2020 13:21:25 GMT 25/06/2020 13:21:25 GMT Notice (6) 84000510 Downstream Locked Successfully
25/06/2020 13:21:09 GMT 25/06/2020 13:21:09 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
25/06/2020 13:21:05 GMT 25/06/2020 13:21:05 GMT Warning (5) 66050310 Auth Success - Web login successful.

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

 

0 Kudos
Reply
Highlighted
  • 15.69K
  • 1.64K
  • 2.68K
Very Insightful Person
Very Insightful Person
108 Views
Message 9 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Wow... Your power levels are all way out... Upstreams all maxed at 51.0 and downstream all below the miminimum spec -6dBmV. And too many PostRS errors.

You need a tech visit to investigate. Either call it in or wait till VM respond here.

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Highlighted
  • 6
  • 0
  • 0
Tuning in
107 Views
Message 10 of 10
Flag for a moderator

Re: Wifi connection repeatedly fails, sometimes 5G only, sometimes both.

Thanks for your help John, that's been really useful.  At least I know it's not just me doing something wrong.

Calling it in tends to be rather a problem at the moment - the wait times are significant!  Hopefully a member of the team will see this thread and investigate.

Many thanks.

0 Kudos
Reply