Wifi dropping in and out

[Kath_i01]

• My wifi keeps dropping in and out for the past week. I’ve got a external TP-link router so I use the virgin router in modem mode.

I’ve tried restarting the hub, factoring resetting, changing it back to router mode, using a different coax cable. And nothing seems to fix it, it just turns on for 10 mins and the stops, looking like it rebooted itself, so it’s off for another 30-45 mins.This is very frustrating as I work from home and need constant signal to work.

We had a technician come out last week and he fixed some cables on our street but the problem seems worse.

Since I’ve troubleshooted everything, the only logical explanation is the router is broken. Can I please get a replacement router?

Many thanks

[jbrennand]

Lets look at its data - 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 (unless you have the Hub4/5 - when you do 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 Navigate to these “pages” and 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

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

[Kath_i01]

Thanks for the quick response, here's the tables:

Downstream bonded channels

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

1	139000000	5.8	40	256 qam	1
2	147000000	5.5	40	256 qam	2
3	155000000	5.3	40	256 qam	3
4	163000000	5.6	40	256 qam	4
5	171000000	5.8	40	256 qam	5
6	179000000	5.9	40	256 qam	6
7	187000000	6	40	256 qam	7
8	195000000	6	40	256 qam	8
9	203000000	6	40	256 qam	9
10	211000000	6.1	40	256 qam	10
11	219000000	5.8	38	256 qam	11
12	227000000	5.6	40	256 qam	12
13	235000000	6	40	256 qam	13
14	243000000	6	40	256 qam	14
15	251000000	5.5	40	256 qam	15
16	259000000	5.6	40	256 qam	16
17	267000000	6.3	40	256 qam	17
18	275000000	5.9	40	256 qam	18
19	283000000	5.8	40	256 qam	19
20	291000000	6	40	256 qam	20
21	299000000	6.5	40	256 qam	21
22	307000000	6.5	40	256 qam	22
23	315000000	6.4	40	256 qam	23
24	323000000	6.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	92	0
2	Locked	40.3	12	0
3	Locked	40.9	24	0
4	Locked	40.9	49	0
5	Locked	40.3	106	0
6	Locked	40.3	23	0
7	Locked	40.9	23	0
8	Locked	40.9	19	0
9	Locked	40.3	22	0
10	Locked	40.3	16	0
11	Locked	38.6	19	0
12	Locked	40.9	18	0
13	Locked	40.3	14	0
14	Locked	40.3	8	0
15	Locked	40.9	7	0
16	Locked	40.3	23	0
17	Locked	40.9	12	0
18	Locked	40.9	7	0
19	Locked	40.9	6	0
20	Locked	40.3	5	0
21	Locked	40.3	5	0
22	Locked	40.9	10	0
23	Locked	40.9	6	0
24	Locked	40.3	9	0

[Kath_i01]

Upstream bonded channels

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

1	60300000	46.8	5120	64 qam	1
2	39400000	46	5120	64 qam	4
3	46200000	46.3	5120	64 qam	3
4	53700312	46.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

16/08/2022 18:21:53	notice	LAN login Success;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 18:21:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 09:23:22	notice	LAN login Success;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 08:38:28	notice	LAN login Success;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 08:38:13	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:23	Warning!	RCS Partial Service;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:23	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:22	Warning!	RCS Partial Service;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:22	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:22	Warning!	RCS Partial Service;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:21	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:21	Warning!	RCS Partial Service;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:20	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:20	Warning!	RCS Partial Service;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:18	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:5	Warning!	RCS Partial Service;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2022 04:42:5	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX:db;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

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@Kath_i01 wrote:

Since I’ve troubleshooted everything, the only logical explanation is the router is broken. Can I please get a replacement router?

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VM will not give you a replacement TP link router.😁

How is the connection by wire to the hub in modem mode? if good your router needs replacing not the hub.

[Zach_R]

Hi @Kath_i01,

Thank you for your posts and welcome to our community forums. We're here to help.

I am so sorry to hear you've been facing some problems with your connection recently. Are these ongoing for you today? If they are, would you mind setting up and sharing a live BQM so we can have a closer look at the connection in real-time?

Thanks,