on 02-07-2021 12:49
Hi.
Since moving house in February the Wifi has been unreliable to say the least.
Finally decided that something needs to be done about it.
After using the Hub 3 for a while (was poor), I put the Hub 3 into modem mode and used an ASUS RT-N66U router and this has helped a little.
However I still regularly have drop outs in the wifi (end up resorting to 4g on my phone).
Then when it comes to gaming, the connection is ok at times, but then I'm getting high latency warnings & thats not ideal.
I've linked the BQM graph for the asus router (although the Virgin Hub is still doing a BQM swell even though its in modem mode).
Can anyone advise?
https://www.thinkbroadband.com/broadband/monitoring/quality/share/46d168878fa512d91b7ab1b1a9d7e25ef27af535
on 02-07-2021 13:05
on 02-07-2021 13:26
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 330750000 | Locked |
Ranged Upstream Channel (Hz) | 53700000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -1.7 | 38 | 256 qam | 25 |
2 | 258750000 | -0.7 | 38 | 256 qam | 16 |
3 | 266750000 | -0.4 | 38 | 256 qam | 17 |
4 | 274750000 | -0.5 | 40 | 256 qam | 18 |
5 | 282750000 | -0.7 | 38 | 256 qam | 19 |
6 | 290750000 | -1 | 38 | 256 qam | 20 |
7 | 298750000 | -1 | 38 | 256 qam | 21 |
8 | 306750000 | -0.9 | 38 | 256 qam | 22 |
9 | 314750000 | -1 | 38 | 256 qam | 23 |
10 | 322750000 | -1.4 | 38 | 256 qam | 24 |
11 | 370750000 | -2.7 | 38 | 256 qam | 26 |
12 | 378750000 | -2.9 | 38 | 256 qam | 27 |
13 | 386750000 | -3 | 38 | 256 qam | 28 |
14 | 394750000 | -3 | 38 | 256 qam | 29 |
15 | 402750000 | -3.4 | 38 | 256 qam | 30 |
16 | 410750000 | -3.5 | 38 | 256 qam | 31 |
17 | 418750000 | -3.5 | 38 | 256 qam | 32 |
18 | 426750000 | -3.5 | 38 | 256 qam | 33 |
19 | 434750000 | -4 | 38 | 256 qam | 34 |
20 | 442750000 | -4.5 | 38 | 256 qam | 35 |
21 | 450750000 | -4.5 | 38 | 256 qam | 36 |
22 | 458750000 | -5 | 38 | 256 qam | 37 |
23 | 466750000 | -5 | 38 | 256 qam | 38 |
24 | 474750000 | -5.4 | 38 | 256 qam | 39 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 137 | 0 |
2 | Locked | 38.9 | 66 | 0 |
3 | Locked | 38.9 | 49 | 0 |
4 | Locked | 40.3 | 42 | 0 |
5 | Locked | 38.6 | 86 | 0 |
6 | Locked | 38.9 | 123 | 0 |
7 | Locked | 38.9 | 139 | 0 |
8 | Locked | 38.6 | 80 | 0 |
9 | Locked | 38.9 | 75 | 0 |
10 | Locked | 38.9 | 101 | 0 |
11 | Locked | 38.9 | 205 | 0 |
12 | Locked | 38.9 | 223 | 0 |
13 | Locked | 38.6 | 214 | 0 |
14 | Locked | 38.6 | 224 | 0 |
15 | Locked | 38.9 | 275 | 0 |
16 | Locked | 38.6 | 258 | 0 |
17 | Locked | 38.6 | 228 | 0 |
18 | Locked | 38.9 | 309 | 0 |
19 | Locked | 38.6 | 395 | 0 |
20 | Locked | 38.9 | 408 | 0 |
21 | Locked | 38.6 | 464 | 0 |
22 | Locked | 38.9 | 529 | 0 |
23 | Locked | 38.9 | 570 | 0 |
24 | Locked | 38.6 | 689 | 0 |
on 02-07-2021 13:27
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 47.3 | 5120 | 64 qam | 2 |
2 | 60300000 | 45.8 | 5120 | 64 qam | 1 |
3 | 39400000 | 46.8 | 5120 | 64 qam | 4 |
4 | 46200000 | 47.3 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt057+voc-b.cm |
Primary Downstream Service Flow
SFID | 429006 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 429005 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
Network Log
Time Priority Description
02/07/2021 11:18:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/06/2021 18:13:52 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 16:40:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 20:07:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 11:54:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 08:07:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/06/2021 06:00:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/06/2021 20:07:58 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/06/2021 18:08:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/06/2021 08:07:57 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/06/2021 03:34:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/06/2021 20:07:57 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/06/2021 13:22:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/06/2021 08:15:22 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/06/2021 18:32:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/06/2021 19:00:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/05/2021 07:13:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/05/2021 07:00:29 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/05/2021 20:22:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/05/2021 06:26:7 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 02-07-2021 13:55
Your Downstream power levels are on the low side and should be higher IMHO. An engineer will be needed for this.
As for wifi, you should use a wifi analyser to check the environment in the property. Lots on the Play Store for Android phones. It may be you need to split the SSID's so you can choose which band for each piece of wifi kit. It will also show the least congested channel to pick, e.g. 1, 6 or 11 for 2.4ghz.
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on 02-07-2021 18:54
Ok thanks, what do I do with regards to getting an engineer?
on 02-07-2021 19:08
on 04-07-2021 14:18
Hi @Dom1,
Welcome to our Community Forums and thanks for posting.
I am sorry to hear you are having some issues with your service. I have taken a look at the account and your downstream signal levels are out of specification. This will need an engineer to correct.
I will drop you a PM now so we can get your address confirmed and get the visit arranged 🙂
Speak soon.
on 05-07-2021 13:15
Thanks for confirming the details as requested via PM @Dom1
All done. An engineer has been arranged and you will also be able to see the appointment details via your online account.
Let us know how the visit goes 🙂
on 07-07-2021 11:18
So we had the Virgin engineer out last night, however it seems no different.
The BQM looked the same & for online gaming I had to use an ethernet cable, as it kept saying there was a latency issue.
When I go on think broadband, the speed test says "F" rated for latency performance in the "down" category. Could this be the issue thats making gaming difficult? And if so, how do I resolve it?