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Wifi signal from new router dropping repeatedly

Hi, I'm a new customer to Virgin. The hub I have been sent frequently cuts out for a minute or so at a time. At it's peak it can be every 5-10 mins, at best it's every couple of hours. It's the 200mb broadband. 

I believe (not 100% sure) it's only wifi that drops as there is a hive system which is connected by ethernet and it stays green throughout. Also when the signal does drop out, the wifi light on the router goes green.

Is there anything that can be done please? I only moved to Virgin for a better signal whilst I work from home and this is making things much worse.

Thanks for any help you can give!

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Re: Wifi signal from new router dropping repeatedly

Which Hub do you have ?

Can you set up a Broadband Quality Monitor (BQM) 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 should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Wifi signal from new router dropping repeatedly

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Wifi signal from new router dropping repeatedly

Hi Mike thank you. I have set up the BQM. Here is the link...

My BQM 

Much appreciated

Jon

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Re: Wifi signal from new router dropping repeatedly

Sorry, forgot to mention it's a hub 3.0

 

Downstream bonded channels

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

169900000014.538256 qam37
252300000014.638256 qam15
353100000014.838256 qam16
453900000014.938256 qam17
554700000014.638256 qam18
655500000014.438256 qam19
756300000014.538256 qam20
857100000014.638256 qam21
957900000014.538256 qam22
1058700000014.438256 qam23
1159500000014.438256 qam24
1260300000014.138256 qam25
1361100000014.438256 qam26
1461900000014.438256 qam27
1562700000014.538256 qam28
1663500000014.538256 qam29
1764300000014.338256 qam30
1865100000014.138256 qam31
1965900000014.538256 qam32
2066700000014.638256 qam33
2167500000014.438256 qam34
2268300000014.538256 qam35
2369100000014.838256 qam36
2470700000014.138256 qam38



Downstream bonded channels

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

1Locked38.660
2Locked38.970
3Locked38.690
4Locked38.970
5Locked38.970
6Locked38.9130
7Locked38.9100
8Locked38.960
9Locked38.670
10Locked38.680
11Locked38.950
12Locked38.970
13Locked38.690
14Locked38.9100
15Locked38.990
16Locked38.690
17Locked38.970
18Locked38.9230
19Locked38.980
20Locked38.980
21Locked38.980
22Locked38.9190
23Locked38.9200
24Locked38.620

 

 

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Re: Wifi signal from new router dropping repeatedly

Upstream bonded channels

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

12580005834.3512064 qam4
24620000035.3512064 qam1
33260000034.5512064 qam3
43940000035512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

 

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Re: Wifi signal from new router dropping repeatedly

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm



Primary Downstream Service Flow

SFID340300
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID340299
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 

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Re: Wifi signal from new router dropping repeatedly

Network Log

Time Priority Description

20/11/2020 16:23:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 14:16:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 13:27:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:19:18noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:04:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 00:05:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 17:43:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 17:23:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 17:10:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 15:32:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 15:11:1noticeSW download Successful - Via Config file
18/11/2020 15:08:42noticeSW Download INIT - Via Config file
13/11/2020 08:58:23noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 08:22:15noticeSW download Successful - Via Config file
13/11/2020 08:16:25noticeSW Download INIT - Via Config file
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:14:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:14:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:14:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:14:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hope that's all ok. Thanks again!

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Re: Wifi signal from new router dropping repeatedly


@jonthompson0611 wrote:

Sorry, forgot to mention it's a hub 3.0

 

Downstream bonded channels

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

169900000014.538256 qam37
252300000014.638256 qam15
353100000014.838256 qam16
453900000014.938256 qam17
554700000014.638256 qam18
655500000014.438256 qam19
756300000014.538256 qam20
857100000014.638256 qam21
957900000014.538256 qam22
1058700000014.438256 qam23
1159500000014.438256 qam24
1260300000014.138256 qam25
1361100000014.438256 qam26
1461900000014.438256 qam27
1562700000014.538256 qam28
1663500000014.538256 qam29
1764300000014.338256 qam30
1865100000014.138256 qam31
1965900000014.538256 qam32
2066700000014.638256 qam33
2167500000014.438256 qam34
2268300000014.538256 qam35
2369100000014.838256 qam36
2470700000014.138256 qam38



Downstream bonded channels

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

1Locked38.660
2Locked38.970
3Locked38.690
4Locked38.970
5Locked38.970
6Locked38.9130
7Locked38.9100
8Locked38.960
9Locked38.670
10Locked38.680
11Locked38.950
12Locked38.970
13Locked38.690
14Locked38.9100
15Locked38.990
16Locked38.690
17Locked38.970
18Locked38.9230
19Locked38.980
20Locked38.980
21Locked38.980
22Locked38.9190
23Locked38.9200
24Locked38.620

 

 


Your downstream power levels are out of spec (-6 to +10 is in spec).

You'll need an engineer visit to correct.

They will either adjust the levels at the cabinet or fit one of these between the HUB and cable to the wall socket:

https://www.ebay.co.uk/itm/Technetix-12dB-Forward-Path-Equailiser/233455402135?hash=item365b06bc97:g... 

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Re: Wifi signal from new router dropping repeatedly

Your Upstream Power Levels are too high.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo