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Wifi continuously drops out

rigleyk
Joining in

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

1 ACCEPTED SOLUTION

Accepted Solutions

Tom_F
Forum Team (Retired)
Forum Team (Retired)

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 

See where this Helpful Answer was posted

20 REPLIES 20

legacy1
Alessandro Volta

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.

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

Thank you for the advice but I have read that people still have the same issue even after doing this 

Andrew-G
Alessandro Volta

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.

 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1347000000-140256 qam27
2203000000-140256 qam9
3211000000-0.940256 qam10
4219000000-140256 qam11
5227000000-140256 qam12
6235000000-140256 qam13
7243000000-140256 qam14
8251000000-1.240256 qam15
9259000000-0.940256 qam16
10267000000-140256 qam17
11275000000-140256 qam18
12283000000-1.240256 qam19
13291000000-1.240256 qam20
14299000000-140256 qam21
15307000000-1.440256 qam22
16315000000-1.440256 qam23
17323000000-1.240256 qam24
18331000000-140256 qam25
19339000000-140256 qam26
20355000000-1.240256 qam28
21363000000-1.240256 qam29
22371000000-1.240256 qam30
23379000000-1.240256 qam31
24387000000-1.540256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9410
2Locked40.3210
3Locked40.3240
4Locked40.9410
5Locked40.3120
6Locked40.3210
7Locked40.9210
8Locked40.3280
9Locked40.3190
10Locked40.3240
11Locked40.3150
12Locked40.3190
13Locked40.3230
14Locked40.3250
15Locked40.9230
16Locked40.9350
17Locked40.3260
18Locked40.3440
19Locked40.3330
20Locked40.9410
21Locked40.3240
22Locked40.3210
23Locked40.3240
24Locked40.3180

 

 

 
 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000045.5512064 qam6
23259996646.5512064 qam5
33940000047512064 qam4
44620001248512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0030
4ATDMA0030

Network LogTime Priority Description
28/08/2021 20:40:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 10:19:26noticeDHCP 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 10:19:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 02:55:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 21:48:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 01:43:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 18:49:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 14:28:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 04:37:51noticeDHCP 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 04:37:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 10:30:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2021 09:34:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 19:17:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:46:30noticeDHCP 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 12:46:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 09:22:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 00:46:30noticeDHCP 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 00:46:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 17:50:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 12:46:30noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Beth

Andrew-G
Alessandro Volta

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.

Tom_F
Forum Team (Retired)
Forum Team (Retired)

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