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Lilymac13
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Wifi constantly dropping

For the past year or so we've been experiencing the worst WiFi signals. I'm currently on the 100mbs package, used to be perfect, when gaming for example we were able to have multiple consoles running at the same time without any lag. Now we can barely stream two videos at the same time never mind do any gaming. 

Area status on the app states there's never any issues. Running tests come back everything is fine. Advisors state there's no issues. But clearly there is when I can't even homeschool my children because the WiFi never works correctly. 

Have also tried each device with a wired connection and this makes no difference. 

I set up a BQM the other day as I've seen people mention this. Here is a live link, though I'm not sure what this all means! Would really appreciate some help! 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e90c35f7fa1bf2a00ba7b18bb170264481676013

 

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Lilymac13
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Re: Wifi constantly dropping

Adding info from router as I've noticed on other threads this is the usual info asked for. 

Downstream bonded channels

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

1 451000000 -0.5 40 256 qam 40

2 267000000 1.2 40 256 qam 17

3 275000000 1.2 40 256 qam 18

4 283000000 1.4 40 256 qam 19

5 291000000 1.5 40 256 qam 20

6 299000000 1.7 40 256 qam 21

7 307000000 1.5 40 256 qam 22

8 315000000 1.4 40 256 qam 23

9 323000000 1.2 40 256 qam 24

10 331000000 1.2 40 256 qam 25

11 339000000 1.2 40 256 qam 26

12 347000000 1 40 256 qam 27

13 355000000 0.9 40 256 qam 28

14 363000000 0.7 40 256 qam 29

15 371000000 0.2 40 256 qam 30

16 379000000 0.4 40 256 qam 31

17 387000000 0.5 40 256 qam 32

18 395000000 0.7 40 256 qam 33

19 403000000 0.9 40 256 qam 34

20 411000000 0.7 40 256 qam 35

21 419000000 0.5 40 256 qam 36

22 427000000 0.4 40 256 qam 37

23 435000000 0 40 256 qam 38

24 443000000 -0.4 40 256 qam 39

 

 

Downstream bonded channels

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

1 Locked 40.3 97481 5803

2 Locked 40.3 3829 2264

3 Locked 40.9 3963 2467

4 Locked 40.9 3013 2235

5 Locked 40.3 5022 2667

6 Locked 40.9 4830 5153

7 Locked 40.3 5825 5159

8 Locked 40.9 6416 5087

9 Locked 40.3 7062 5158

10 Locked 40.9 7152 5121

11 Locked 40.9 7896 4885

12 Locked 40.9 8983 2066

13 Locked 40.9 9881 1762

14 Locked 40.3 12182 3031

15 Locked 40.3 17736 3542

16 Locked 40.3 25666 2421

17 Locked 40.3 27388 5828

18 Locked 40.3 31676 6839

19 Locked 40.3 35045 3354

20 Locked 40.3 47278 3115

21 Locked 40.3 54331 3149

22 Locked 40.3 56453 10550

23 Locked 40.9 74811 9131

24 Locked 40.3 85351 8304

___________________________

Upstream bonded channels

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

1 32600000 44.8 5120 64 qam 13

2 39400000 45.8 5120 64 qam 12

3 46200000 46.3 5120 64 qam 11

4 53700000 46.3 5120 64 qam 10

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 2 0

2 ATDMA 0 0 5 0

3 ATDMA 0 0 3 0

4 ATDMA 0 0 0 0

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Lilymac13
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Re: Wifi constantly dropping

 

Network Log

Time Priority Description

13/02/2021 12:21:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 12:16:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 11:35:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 11:35:24 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 11:35:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 11:35:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2021 16:01:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 15:50:28 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 15:50:10 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 14:51:33 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 14:51:33 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 10:29:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 09:15:43 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 09:14:40 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 20:50:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 02:51:33 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 02:51:33 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 23:46:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/02/2021 11:15:0 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/02/2021 11:15:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Lilymac13
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Re: Wifi constantly dropping

Can anyone help??? 

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Chris_W1
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Re: Wifi constantly dropping

Hi Lilymac13, thanks for the message and sorry to hear that you are having issues with the broadband connection. I have looked into this and everything is showing as green on this side, we can see that you have 17 devices connected. Can you do a pin hole reset and connect one device to see if anything changes? ^Chris 

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Lilymac13
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Re: Wifi constantly dropping

Thank you. 

 

At the time of your reply there should have only been two devices connected as I was not home so everything was turned off at the plugs apart from two WiFi plugs. When I log into my router, with everything turned on it states there are 12 devices connected so I'm not sure how you're getting 17. 

 

I have tried resetting and connecting only my phone, numerous times over the last year and it makes no difference and your tech people never see any difference on their tests. I've tried an ether net cable with a device and again, no difference. 

 

I've had to change mobile providers to get anbunlimited data package and use that as a hot-spot most days as our devices can't perform basic tasks.

 

Could you explain why, on the BQM I posted, some days there are up to 12 hours of red, just a constant red block?

I have tried all of the regular tricks over the year, advised by Virgin, which is why I am now here asking the community as this seems to always have a better outcome. 

 

 

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Lilymac13
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Re: Wifi constantly dropping

This is an updated network log, since the last one I posted. This also can not be normal?! 

Time Priority Description

20/02/2021 08:19:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/02/2021 19:11:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/02/2021 09:05:31 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/02/2021 09:05:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/02/2021 04:39:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 14:19:32 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 14:19:32 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Paul_DN
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Re: Wifi constantly dropping

Hi Lilymac123,

 

Thanks for coming back to us, I am sorry you are still facing the same issue and that it seems to have got worse, I have looked into this our end and have noticed that the hub hasn't been rebooted for 11 days and that the advised pin reset hasn't been done.

 

I do strongly advise doing the pin reset, please push a pin/paper clip in the hole at the back of the router, once you feel it pressed in hold it for a timed 1 minute, do not reboot during or after and allow 10 minutes to settle after.

 

I appreciate you advised previously there weren't as many devices connected as we advised this can be due to older unused devices still showing and a pin reset will clear these.

 

Kind regards

 

Paul. 

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Lilymac13
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Re: Wifi constantly dropping

Thank you, I have done this four times since your reply and nothing has improved. 

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jbrennand
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Re: Wifi constantly dropping

Are all of your issues just on wifi connected devices or do ethernet cable connected devices also have problems? If you dont know can you check? What do the Hub lights show and do at the time you lose connection?

I am thinking that this may be just a wifi issue as the VM staff are not seeing issues and just advising a reset - which isn't helping.

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