Wifi dropping a couple of times a day - kicks Samsung TV and Nanit off completely

[ForumUser102]

I'm a new Virgin Media user, it's my first month.

From the first week I've had the service dropping a few times a day for no apparent reason. Here's what I've seen:

• Whilst my iMac and iPhone reconnect seamlessly when it does come back up, my TV (Samsung and Nanit baby monitor) Get kicked off the wifi and borks their settings, requiring a complete resync to the Wifi.
• Downtimes last from seconds to minutes. The worst was a few hours.
• Sometimes this happens at night so we can't see both our baby monitors meaning i have to go into their room, press a physical button on them to start the sync again to wifi.
• The TV is literally next to the hub, so it's not distance or anything like that.

I've experienced service dropping out before, that's why I moved to Virgin from Vodafone 5G Gigacube, but this is insane. 

If someone from Virgin is reading this, can you check the outages on my account? Also what is the resolution here.

Hopefully, there are some settings I can change.

[jbrennand]

Can we just check first....

.... are the issues only evident on wifi connections or do you see them at the same times on devices connected on an ethernet cables? If you don't know, can you check with one on ethernet to help diagnose whether it is just a wifi issue or it could be network connection related?

What Hub model is it? What are the various Hub lights showing/doing when this happens?

[gary_dexter]

Do wired devices drop out as well?

[ForumUser102]

Hi John,

Thanks for the reply.

It's all wireless in my house right now. I don't have any wired devices.

However I can say the router is in the same place as the previous provider.

The Hub model is 3.0 - i think the light was yellow once and the other lights were off but I'll remember to take a photo next time. Other than the hour long outage, by the time I'm booted off a zoom call or disconnected from the Playstation, it's already back on.

[ForumUser102]

Hi Gary,

Sadly I don't have any wired devices. I spend most of the day on an iMac in home office setup.

Cheers

[jbrennand]

You can connect any Mac to ethernet with the right adapter - I have them for all my Powerbooks and Airs. Worth getting one for the port on the iMac and a long run of Cat5e/6/7 cable (less than a tenner) for testing purposes - stick it in the bits drawer when not in use.

It may be a wifi only issue but lets see if there is any obvious network connection issue - can you do this...
_____________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

Also... if you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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 - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[ForumUser102]

Cheers, heres each one below. Will give the network monitor a go too.

Downstream

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

1	330750000	7.5	40	256 qam	25
2	202750000	8.4	40	256 qam	9
3	210750000	8.1	40	256 qam	10
4	218750000	8.1	40	256 qam	11
5	226750000	8	40	256 qam	12
6	234750000	8	40	256 qam	13
7	242750000	7.9	40	256 qam	14
8	250750000	7.5	40	256 qam	15
9	258750000	7.5	40	256 qam	16
10	266750000	7.4	40	256 qam	17
11	274750000	7.1	40	256 qam	18
12	282750000	7.5	40	256 qam	19
13	290750000	7.9	40	256 qam	20
14	298750000	8	40	256 qam	21
15	306750000	7.8	40	256 qam	22
16	314750000	8	40	256 qam	23
17	322750000	7.8	40	256 qam	24
18	338750000	8	40	256 qam	26
19	346750000	8.3	40	256 qam	27
20	354750000	8.3	40	256 qam	28
21	362750000	8.5	40	256 qam	29
22	370750000	8.5	40	256 qam	30
23	378750000	8	40	256 qam	31
24	386750000	7.9	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	22	0
2	Locked	40.3	8	0
3	Locked	40.9	19	0
4	Locked	40.9	20	0
5	Locked	40.3	12	0
6	Locked	40.3	16	0
7	Locked	40.3	15	0
8	Locked	40.3	13	0
9	Locked	40.9	22	0
10	Locked	40.9	22	0
11	Locked	40.3	13	0
12	Locked	40.3	20	0
13	Locked	40.9	14	0
14	Locked	40.3	17	0
15	Locked	40.3	7	0
16	Locked	40.3	17	0
17	Locked	40.3	18	0
18	Locked	40.3	31	0
19	Locked	40.3	26	0
20	Locked	40.9	14	0
21	Locked	40.3	17	0
22	Locked	40.3	14	0
23	Locked	40.9	28	0
24	Locked	40.3	16	0

Upstream

Upstream bonded channels

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

1	32599993	40.5	5120	64 qam	5
2	39399988	40.5	5120	64 qam	4
3	46200009	42	5120	64 qam	3
4	53700000	42	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

 

[ForumUser102]

Network Log

Network Log

Time Priority Description

10/02/2022 16:23:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 16:23:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 16:22:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 16:22:19	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 16:22:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2022 17:19:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2022 07:52:27	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 17:07:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:49:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:48:17	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 17:37:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 15:09:22	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 15:09:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 03:51:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 23:36:22	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 23:36:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 20:31:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 11:36:22	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 11:36:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 05:16:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Doest look too bad. Down powers are on the high side but still well in range - no PostRs errors - which is good - a few T3's is not good - but these may be historical. accumulation. So can you do the below. Post up the link to the "live graph" BQM as soon as - it takes ~24h to see the full picture - but an early peek is good.

Someone else needs to comment on the logs.
_______________________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. The odd T3 every daay or two is usually not to be bothered about. If they do "accumulate" (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Travis_M]

Hi @ForumUser102

How are you getting on after following the above suggestions?

Regards