Wifi dropping & poor performance. Not happy with the service.

[Dom1]

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

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[Dom1]

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

[Dom1]

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;

[Adduxi]

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.

[Dom1]

Ok thanks, what do I do with regards to getting an engineer?

[jbrennand]

A VM person will get here in a day or two and look in more detail at your connection - if they think there is an issue to fix, they will book you a Tech visit

[Ayisha_B]

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.

[Ayisha_B]

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 🙂

[Dom1]

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?