For the last few months my router has been having connection issues, which have been getting worse over the last couple of weeks. Yesterday I had to reboot the router four times in as many hours. It's affecting WiFi and cabled devices so its an issue with my signal levels or the connection to the Virgin end. I keep checking the Virgin status page to be told there is no problem in my area.
I spoke to an agent on web-chat around 2 weeks ago and left the conversation extremely frustrated as i'd also mentioned that my WiFi signal is terrible (to the point where the router advises me to move every single device connected via WiFi closer, even the ones that are within a metre with a clear line of sight), all he was interested in was trying to get me to pay an extra £3 for a booster which i pointed out on numerous occasions may improve the signal around the house but that's no help if the router is constantly dropping connection to the internet. The agent asked if I wished to raise this issue as a complaint and close it as a dissatisfaction, to which i agreed, but i have had no further response to this problem since.
I hoping someone on here can help me out as it appears that there are responses on here from virgins technical team rather than the scripted sales team manning the web-chat. I've posted logs from the router so hopefully someone can figure out what/where my issue lies. Thanks in advance for anyone who helps!
Network LogTime Priority Description
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
First of all, I would always test the internet connection first, as it is imperative to find where the fault lies, with the internet connection, or on the wireless side.
As said, the power levels are a low on a couple of channels and the RS errors are elevated on these channels suggesting a glitch. However, the logs are showing the internet connection between the Hub and VM's CMTS dropping which VM need to investigate.
You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response. As said, you probably need a tech visit.