lan and wifi drop outs

[tige]

I have been having trouble  both with wifi and lan connections, its been happening for approx 12 months now, i had an engineer out out and he did some tests, he then fitted some thing to the black cable, and told me it was fixed, for a while it seemed ok, but over the last month or so it has gotten worse, ive been checking the logs and the same ones appear regularly, its my understanding from reading the posts in this forum there is a problem with the cpu on the mb. here are my logs from today. 

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network Log

Time Priority Description

06/05/2022 06:17:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 16:12:29	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 14:26:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 07:58:35	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;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;
04/05/2022 06:44:56	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 06:44:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 23:56:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 15:29:23	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 10:42:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 03:48:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 01:41:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 15:15:21	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 11:52:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:50:4	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 17:03:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 21:04:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 03:21:28	notice	SW download Successful - Via NMS

I also keep getting a message from the hub when trying to log in saying that some one is already logged in and only one session at at time, i have to restart the hub and wait to log in.

[tige]

Your tech guy is telling lies, no cables where changed at all. This has gotten to the point now where i have taken other action, i have made a complaint to the CISAS I have also written to viging giving them 10 days to rectify the problem once and for all, bury the cable in the ground correctly, and replace the router. i have provided cisas with photo,s of the cable, and also quite a few logs. I have also asked for compensation, as i have been paying for a service i have not had. i have been lied to, fobbed off, And generally treated like i am making it all up. i have to reset the router at least 3 or 4 times a week which at the very least is time consuming. Not that there is much point in posting these logs, But  will anyway.

Refresh data
Network Log
Time Priority Description
06/07/2022 08:24:28 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 08:24:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 08:18:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 08:16:45 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 08:13:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 08:12:4 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 08:05:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 07:31:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2022 18:11:36 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 01:00:13 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2022 21:46:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2022 06:11:36 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2022 19:39:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 01:34:6 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 21:42:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:06:57 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 20:56:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 13:49:17 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Reece_MH]

Hi @tige,

I'm sorry that you feel this way in regards to your previous Technician visit. I can see that John has reached out to assist in getting this issue resolved. Can you please respond to his private message so we can assist further?

Cheers,

[tige]

I have done, i have told john the same thing, unless he is prepared to send out someone to dig the supply cable in correctly ie at least foot deep,as apposed to the 1 inch it currently resides at, replace the hub 3 with a new one, and compensate me by half my last years charges, then there is no point in any more visits or logging in to my router. As i have filled out a complaint with the cisas and they are my requirements to getting this sorted, And all of this to be done with no charge to me, As was suggested on the last phone call to virgin. an upgrade was suggested at more money, and also for the cable to be buried to the standard services depth of 600mm again i would have to pay for that too.Then when i said i would cancel the payments he then starts threatening me with court action,Because i dare threaten to stop paying for a service i am not getting. enough is enough, And just incase you think i may be telling lies, may i suggest you recall the last phone call and listen to it.

[John_GS]

Hi @tige

Before discussing any resolution, we would need you to confirm the details asked for.

Best,

[tige]

I hhave supplied the details which you asked for, however i will only accept the terms in which i have mentioned. bury the cable replace the route with a new one and refund me half of my 12 months charges. The 3 things i requested in the cisas complaint form.  CEDR Resolution Centre Case: 642163.

[tige]

Now john is playing games asking me for bank details. Not happening, you have my name address acc number email and monthly bill ammount. Just reply in the open not private message, can you do what i have asked for yes or no,its that simple, i have screenshot all messages and conversation on here. The following reply will be what i make my next desision on.look forward to hearing from you, oh and john virgin have my mobile on record if you rely want to talk in private.

[John_GS]

Hi @tige

Thanks for joining me on PM. I am sorry you do not wish to answer security questions, the one asked was a valid question. Please give us a call on 150 / 0345 454 1111 and we can assist further.

Kind regards,

[tige]

Despite the fact i have refused to give my bank details to John, and asking him not to pm me, he did it again, insisting on my bank details. 

(Re: lan and wifi drop outs

In order for us to help you further, you'll need to provide the answers to those questions asked

Best

John)

Just another virgin tactic asking one lot of security questions and then when i answer them ,changing the game by asking a second lot ??? which i answered other than bank details, John pretty much knew only an idiot would pass bank details over on a public forum, therefore allowing him not to respond any further without the said details. i will now let the cisas deal with the complaint, i shall also be forwarding all the sceenshots from the replies on here incl private messages to the cisas.

[tige]

An update.

After talking to technical faults and explaining the current situation incl conversations with john the bank detail sniffer, i now have a new router being fitted, i also have a re pull team coming to bury the cable correctly, And all without even mentioning my bank details, The complaint will still stand until i have been compensated for the loss of services over the last year. I would like to thank all the help from none virgin staff who where 100% correct about the router, And to the virgin staff, you need to educate yourselves before you start making comments and giving advise to paying customers with problems, Remember whos money pays your wages.

[Ilyas_Y]

Hey there @tige, thanks for reaching out to us.

I'm sorry to hear that the journey hasn't been great so far. I am happy to hear that there are arrangements in place to get your broadband sorted out.
Regarding your complaint, I can have a look in to this for you and discuss it with yourself.
I will send a private message - watch out for the purple envelope 🙂

Kind regards.