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Dom1
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Wifi dropping & poor performance. Not happy with the service.

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

 

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lotharmat
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Message 2 of 51
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Re: Wifi dropping & poor performance. Not happy with the service.

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).



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Dom1
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Re: Wifi dropping & poor performance. Not happy with the service.

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

1330750000-1.738256 qam25
2258750000-0.738256 qam16
3266750000-0.438256 qam17
4274750000-0.540256 qam18
5282750000-0.738256 qam19
6290750000-138256 qam20
7298750000-138256 qam21
8306750000-0.938256 qam22
9314750000-138256 qam23
10322750000-1.438256 qam24
11370750000-2.738256 qam26
12378750000-2.938256 qam27
13386750000-338256 qam28
14394750000-338256 qam29
15402750000-3.438256 qam30
16410750000-3.538256 qam31
17418750000-3.538256 qam32
18426750000-3.538256 qam33
19434750000-438256 qam34
20442750000-4.538256 qam35
21450750000-4.538256 qam36
22458750000-538256 qam37
23466750000-538256 qam38
24474750000-5.438256 qam39



Downstream bonded channels

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

1Locked38.91370
2Locked38.9660
3Locked38.9490
4Locked40.3420
5Locked38.6860
6Locked38.91230
7Locked38.91390
8Locked38.6800
9Locked38.9750
10Locked38.91010
11Locked38.92050
12Locked38.92230
13Locked38.62140
14Locked38.62240
15Locked38.92750
16Locked38.62580
17Locked38.62280
18Locked38.93090
19Locked38.63950
20Locked38.94080
21Locked38.64640
22Locked38.95290
23Locked38.95700
24Locked38.66890

 

 

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Dom1
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Re: Wifi dropping & poor performance. Not happy with the service.

Upstream bonded channels

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

15370000047.3512064 qam2
26030000045.8512064 qam1
33940000046.8512064 qam4
44620000047.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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

SFID429006
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID429005
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

02/07/2021 11:18:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 18:13:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 16:40:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 20:07:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 11:54:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 08:07:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 06:00:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 20:07:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 18:08:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 08:07:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 03:34:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 20:07:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 13:22:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 08:15:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 18:32:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 19:00:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 07:13:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 07:00:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 20:22:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 06:26:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Message 5 of 51
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Re: Wifi dropping & poor performance. Not happy with the service.

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Dom1
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Message 6 of 51
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Re: Wifi dropping & poor performance. Not happy with the service.

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

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jbrennand
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Re: Wifi dropping & poor performance. Not happy with the service.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Ayisha_B
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Message 8 of 51
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Re: Wifi dropping & poor performance. Not happy with the service.

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
Forum Team



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Ayisha_B
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Re: Wifi dropping & poor performance. Not happy with the service.

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 🙂

Ayisha_B
Forum Team



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Dom1
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Message 10 of 51
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Re: Wifi dropping & poor performance. Not happy with the service.

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?

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