Wifi drops out continually

[Beckyflipflop]

We have a Hub 3.0 and the wifi drops out continuously- sometimes every few minutes! I’ve tried resetting and restoring, moving the hub, moving the booster and nothing helps.

My son uses a wired connection for PS4 and also reports it is bad, but I know this is the broadband not the wifi.

We’ve had this trouble before and had a new hub and an engineer out, it seemed to be better for quite a while but now worse than ever. I wonder what other provider I can even switch to for fibre optic - any tips?? 

[gary_dexter]

Post the network, upstream and downstream logs from the hubs admin pages back here as text

[Beckyflipflop]

Thank you, can you tell me how to do this please?

[Tudor]

How to get stats from a VM hub

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

[Beckyflipflop]

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channels

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

1	331000000	6.5	40	256 qam	25
2	203000000	5.5	38	256 qam	9
3	211000000	5.1	38	256 qam	10
4	219000000	5.3	40	256 qam	11
5	227000000	5.3	38	256 qam	12
6	235000000	5	38	256 qam	13
7	243000000	4.9	38	256 qam	14
8	251000000	5	40	256 qam	15
9	259000000	5.3	38	256 qam	16
10	267000000	5.5	38	256 qam	17
11	275000000	5.6	38	256 qam	18
12	283000000	6.1	40	256 qam	19
13	291000000	6.3	40	256 qam	20
14	299000000	6.4	38	256 qam	21
15	307000000	6.1	40	256 qam	22
16	315000000	6.5	40	256 qam	23
17	323000000	6.4	40	256 qam	24
18	339000000	6.9	40	256 qam	26
19	347000000	6.8	40	256 qam	27
20	355000000	6.5	40	256 qam	28
21	363000000	6.1	38	256 qam	29
22	371000000	6	40	256 qam	30
23	379000000	6	38	256 qam	31
24	387000000	6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	167	11331
2	Locked	38.9	130	2191
3	Locked	38.9	207	2788
4	Locked	40.3	169	3048
5	Locked	38.9	229	3148
6	Locked	38.6	1274	8639
7	Locked	38.9	1376	8974
8	Locked	40.3	1000	9692
9	Locked	38.6	1453	9013
10	Locked	38.9	1155	9975
11	Locked	38.9	414	10753
12	Locked	40.3	546	10229
13	Locked	40.3	1332	9111
14	Locked	38.9	1178	10143
15	Locked	40.3	1148	8973
16	Locked	40.3	1071	9755
17	Locked	40.3	922	10347
18	Locked	40.3	172	11554
19	Locked	40.9	352	10969
20	Locked	40.9	247	11624
21	Locked	38.9	323	10868
22	Locked	40.9	417	10346
23	Locked	38.9	1117	9495
24	Locked	40.3	1025	9365 Refresh data Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 46200000 44.8 5120 64 qam 3 2 39400000 44.5 5120 64 qam 4 3 60300000 45.3 5120 64 qam 1 4 53700000 45 5120 64 qam 2 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0

[Beckyflipflop]

Network Log

Time Priority Description

08/02/2022 12:34:20	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:34:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:07:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:17	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:06:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 10:45:52	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 09:19:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 09:15:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 09:02:40	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 08:55:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Beckyflipflop]

Virgin media website now saying this, feels like stalling for 24 hours rather than someone is actually looking into it!

thank you so much for replying and look forward to what you think 😊  

[newapollo]

Hi @Beckyflipflop 

You have far too many Post RS errors, and a few Pre RS errors.

I noticed also from the logs that you've been entering an incorrect username/password.

When logging into the hub you should enter the WiFi network, and the Settings password (not the WiFi password) which are printed on the base of the computer.

If you can manage to log in there correctly then go to Admin > Reload and Rebbot and click on Restore to factory default.

This will reset the Pre RS erros and Post RS errors to zero so that the WiFi gurus on the forums can get a better idea of how the hubs performing. It may also fix the speeds.

If you can't manage it that way then try the following to factory reset the hub. 

Keep the hub switched on and disconnect any ethernet connections, then push the reset button firmly with a paperclip or something similair. keep it pressed in for around a minute.

Wait around 10 minutes and it should revert to factory settings. You can now reconnect the ethernet cables.

If you previously changed your router password it won't work and you will have to use the one printed on the sticker on the router. You can always change it again by going into the settings.

It will also help if you can set up a BQM (Broadband Quality Monitor) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub.

It will take a few hours to get any kind of trend showing although you can post the link straight away.

Once it's set up on Think Broadband go to your  BQM and under the options you will see

Today | Previous Days | Edit | Delete | Share

Click on the Share option and on the screen that opens click on Share 

On the next screen click on Share Live Graph

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.

[jbrennand]

Rather than the website, try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Beckyflipflop]

Thank you for taking the time to reply to me.  I have already done a factory reset today, the incorrect password was as a result of that a. defaulting to factory password and b. Safari wrongly saving it 🤦‍♀️. It is necessary to do any other reset?

I could attempt the BQM part tomorrow. However, a virgin equipment check did come up with that I had an intermittent signal, advised me to check my connections and that after 24 hours they would send an engineer if it wasn’t resolved (they are apparently working on it’.  

many thanks again