on 26-08-2021 22:27
Have recently had virgin installed.
Wifi seems to be dropping out more and more as the days go on. Hub3 shows the white light continuously!!!
really not a good start and wishing I stayed with sky
Answered! Go to Answer
on 04-09-2021 14:09
Thanks for the nudge Andrew-G, it's a strange because our systems don't flag anything like that at all - but I appreciate the t3's are a concern so will contact you @rigleyk about arranging an engineer visit - please look out for my PM (the purple envelope) and we'll be able to help further.
Tom
26-08-2021 23:16 - edited 26-08-2021 23:16
VM don't make good WiFi they only support stable connection by wire so if you want better wireless get your own router with 1Gb ports and use the hub in modem mode.
on 27-08-2021 07:25
Thank you for the advice but I have read that people still have the same issue even after doing this
on 27-08-2021 07:51
A wise decision not to spend money yet. Replacing the hub's wifi with a good mesh system can be a sound investment (I've done this) but that only fixes poor wireless. When you say "wifi drops out", you probably mean that the broadband is dropping out. Wifi is a term only for that last few metres of wireless connection between the hub and your devices, and if you phone up VM and complain the wifi is not working, they'll either try and sell you an expensive wifi booster pod, or tell you it's your devices that are at fault.
Try this, it may seem complicated but take it step by step, and remember that this is viewing technical data - you can't change anything by mistake: Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log in separate replies. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.
on 31-08-2021 09:45
1 | 347000000 | -1 | 40 | 256 qam | 27 |
2 | 203000000 | -1 | 40 | 256 qam | 9 |
3 | 211000000 | -0.9 | 40 | 256 qam | 10 |
4 | 219000000 | -1 | 40 | 256 qam | 11 |
5 | 227000000 | -1 | 40 | 256 qam | 12 |
6 | 235000000 | -1 | 40 | 256 qam | 13 |
7 | 243000000 | -1 | 40 | 256 qam | 14 |
8 | 251000000 | -1.2 | 40 | 256 qam | 15 |
9 | 259000000 | -0.9 | 40 | 256 qam | 16 |
10 | 267000000 | -1 | 40 | 256 qam | 17 |
11 | 275000000 | -1 | 40 | 256 qam | 18 |
12 | 283000000 | -1.2 | 40 | 256 qam | 19 |
13 | 291000000 | -1.2 | 40 | 256 qam | 20 |
14 | 299000000 | -1 | 40 | 256 qam | 21 |
15 | 307000000 | -1.4 | 40 | 256 qam | 22 |
16 | 315000000 | -1.4 | 40 | 256 qam | 23 |
17 | 323000000 | -1.2 | 40 | 256 qam | 24 |
18 | 331000000 | -1 | 40 | 256 qam | 25 |
19 | 339000000 | -1 | 40 | 256 qam | 26 |
20 | 355000000 | -1.2 | 40 | 256 qam | 28 |
21 | 363000000 | -1.2 | 40 | 256 qam | 29 |
22 | 371000000 | -1.2 | 40 | 256 qam | 30 |
23 | 379000000 | -1.2 | 40 | 256 qam | 31 |
24 | 387000000 | -1.5 | 40 | 256 qam | 32 |
1 | Locked | 40.9 | 41 | 0 |
2 | Locked | 40.3 | 21 | 0 |
3 | Locked | 40.3 | 24 | 0 |
4 | Locked | 40.9 | 41 | 0 |
5 | Locked | 40.3 | 12 | 0 |
6 | Locked | 40.3 | 21 | 0 |
7 | Locked | 40.9 | 21 | 0 |
8 | Locked | 40.3 | 28 | 0 |
9 | Locked | 40.3 | 19 | 0 |
10 | Locked | 40.3 | 24 | 0 |
11 | Locked | 40.3 | 15 | 0 |
12 | Locked | 40.3 | 19 | 0 |
13 | Locked | 40.3 | 23 | 0 |
14 | Locked | 40.3 | 25 | 0 |
15 | Locked | 40.9 | 23 | 0 |
16 | Locked | 40.9 | 35 | 0 |
17 | Locked | 40.3 | 26 | 0 |
18 | Locked | 40.3 | 44 | 0 |
19 | Locked | 40.3 | 33 | 0 |
20 | Locked | 40.9 | 41 | 0 |
21 | Locked | 40.3 | 24 | 0 |
22 | Locked | 40.3 | 21 | 0 |
23 | Locked | 40.3 | 24 | 0 |
24 | Locked | 40.3 | 18 | 0 |
on 31-08-2021 09:47
1 | 25800000 | 45.5 | 5120 | 64 qam | 6 |
2 | 32599966 | 46.5 | 5120 | 64 qam | 5 |
3 | 39400000 | 47 | 5120 | 64 qam | 4 |
4 | 46200012 | 48 | 5120 | 64 qam | 3 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 3 | 0 |
4 | ATDMA | 0 | 0 | 3 | 0 |
on 31-08-2021 09:48
28/08/2021 20:40:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/08/2021 10:19:26 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/08/2021 10:19:26 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/08/2021 02:55:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2021 21:48:38 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2021 01:43:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:49:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 14:28:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 04:37:51 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 04:37:51 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 10:30:1 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/08/2021 09:34:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/08/2021 19:17:36 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/08/2021 12:46:30 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/08/2021 12:46:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2021 09:22:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/08/2021 00:46:30 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/08/2021 00:46:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/08/2021 17:50:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/08/2021 12:46:30 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 02-09-2021 11:37
Hi rigleyk,
Thanks for posting on the Community Forums!
I'm sorry to hear you've been having issues with your broadband connection since switching over to us, it's not what we like to hear.
It does sound like this issue is a wireless based issue, as I've been able to find your account and all your hub specs are completely normal and within the expected parameters. Do you have any wired devices that are also losing the connection at all?
If you haven't already, I would advise performing a factory reset on your hub. To do this you'll just need to stick a pin into the pin hole at the back of the hub for at least 30 seconds. This will help refresh all your WiFi connections and ensure that your devices are connected to the least busy WiFi channels. This will help your speeds and connection stability,
Let us know how that goes,
Beth
on 02-09-2021 11:42
It does sound like this issue is a wireless based issue, as I've been able to find your account and all your hub specs are completely normal and within the expected parameters. Do you have any wired devices that are also losing the connection at all?
There's rather a lot of T3 timeouts on the upstream channels, and the downstream post-RS errors indicate a recent reboot, suggesting that the T3's are occurring rather frequently? That tends to point to an upstream issue between hub and VM's network gear, not to a wifi problem.
on 04-09-2021 14:09
Thanks for the nudge Andrew-G, it's a strange because our systems don't flag anything like that at all - but I appreciate the t3's are a concern so will contact you @rigleyk about arranging an engineer visit - please look out for my PM (the purple envelope) and we'll be able to help further.
Tom