on 12-07-2021 19:05
Hello,
My broadband is dropping out most days - my wi-fi and ethernet devices all dropout (the wi-fi network also disappears completely) and I cannot get back online unless I turn the Hub off and on again. It has been like this since I started my contract a month ago.
I have spoken to the helpdesk and done a pinhole reset a couple of times over the last few weeks and it has not helped. They are now monitoring the speed of my connection for 30 days, but I feel that they are missing the point, as my speed is stable (200Mbps) in-between the dropouts.
I am also confused why the wi-fi network would disappear as well. My experience with other routers is that the wi-fi network is still maintained even if the broadband connection is lost, but the Virgin Media Hub seems to cut the wi-fi network each time as well, and I do not see it as a network on any of my devices until after I restart the hub.
I have checked all the cables are tight to the router. Suspiciously, my exterior and interior Virgin boxes are in bad condition (covers cracked and cables hanging out the sides). I am not sure if this is part of the problem.
Please can somebody help?
on 12-07-2021 20:08
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
set up a bqm - that will show if the connection is dropping
on 12-07-2021 20:35
Thanks for getting in touch so quickly!
I have set up a BQM this evening, but I haven't had a dropout yet for it to catch. Hopefully it will show something in the coming days: Share Live Graph
Below are the router status - hopefully this tells us something? FYI - broadband is working normally at the moment. My last dropout was ~2 hours ago and I had to restart the router at this point, so uptime is only a couple of hours and has been stable so far.
Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 699000000 | 5.8 | 40 | 256 qam | 37 |
2 | 539000000 | 6.6 | 40 | 256 qam | 17 |
3 | 547000000 | 6.5 | 40 | 256 qam | 18 |
4 | 555000000 | 6.5 | 40 | 256 qam | 19 |
5 | 563000000 | 5.5 | 38 | 256 qam | 20 |
6 | 571000000 | 6 | 40 | 256 qam | 21 |
7 | 579000000 | 5.8 | 40 | 256 qam | 22 |
8 | 587000000 | 6.5 | 40 | 256 qam | 23 |
9 | 595000000 | 6.9 | 40 | 256 qam | 24 |
10 | 603000000 | 6.5 | 40 | 256 qam | 25 |
11 | 611000000 | 5.9 | 40 | 256 qam | 26 |
12 | 619000000 | 7.1 | 40 | 256 qam | 27 |
13 | 627000000 | 6.5 | 40 | 256 qam | 28 |
14 | 635000000 | 6.3 | 38 | 256 qam | 29 |
15 | 643000000 | 5.9 | 38 | 256 qam | 30 |
16 | 651000000 | 7.4 | 40 | 256 qam | 31 |
17 | 659000000 | 5.8 | 38 | 256 qam | 32 |
18 | 667000000 | 5.9 | 40 | 256 qam | 33 |
19 | 675000000 | 5.9 | 38 | 256 qam | 34 |
20 | 683000000 | 6.5 | 40 | 256 qam | 35 |
21 | 691000000 | 5 | 38 | 256 qam | 36 |
22 | 707000000 | 6.1 | 40 | 256 qam | 38 |
23 | 715000000 | 6.4 | 40 | 256 qam | 39 |
24 | 723000000 | 5.8 | 40 | 256 qam | 40 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 21 | 0 |
2 | Locked | 40.9 | 11 | 0 |
3 | Locked | 40.3 | 13 | 0 |
4 | Locked | 40.3 | 5 | 0 |
5 | Locked | 38.9 | 21 | 0 |
6 | Locked | 40.3 | 16 | 0 |
7 | Locked | 40.9 | 12 | 0 |
8 | Locked | 40.3 | 14 | 0 |
9 | Locked | 40.3 | 38 | 0 |
10 | Locked | 40.3 | 12 | 0 |
11 | Locked | 40.3 | 8 | 0 |
12 | Locked | 40.9 | 11 | 0 |
13 | Locked | 40.3 | 18 | 0 |
14 | Locked | 38.6 | 33 | 0 |
15 | Locked | 38.9 | 14 | 10 |
16 | Locked | 40.3 | 16 | 0 |
17 | Locked | 38.9 | 25 | 0 |
18 | Locked | 40.3 | 23 | 0 |
19 | Locked | 38.9 | 31 | 0 |
20 | Locked | 40.9 | 8 | 0 |
21 | Locked | 38.9 | 22 | 0 |
22 | Locked | 40.3 | 32 | 0 |
23 | Locked | 40.3 | 16 | 0 |
24 | Locked | 40.3 | 40 | 0 |
Upstream:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800017 | 40.5 | 5120 | 64 qam | 6 |
2 | 32599976 | 42 | 5120 | 64 qam | 5 |
3 | 39399949 | 42 | 5120 | 64 qam | 4 |
4 | 46200007 | 42 | 5120 | 64 qam | 3 |
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 |
on 12-07-2021 20:51
levels are good - your link to your bqm is wrong - its a generic link so will take anyone who clicks on it to their own bqm if they have one set up
on 12-07-2021 21:00
Hopefully this is the right one now:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/921d78d78690de2446d557321a17f863971aa863
I also copied in my router log in case this helps. Strangely it hasn't logged anything from around 6pm this evening when the connection dropped and I had to restart, but it has picked up some of my earlier dropouts and seems to have reported T3 errors.
Network Log
Time Priority Description
12/07/2021 19:56:36 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 17:53:9 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 16:57:33 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 19:00:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 09:29:0 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 18:31:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 16:57:53 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 14:51:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 11:12:48 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 11:12:48 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/07/2021 19:28:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/07/2021 01:54:2 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/07/2021 01:54:2 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/07/2021 07:09:20 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 19:41:14 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/06/2021 18:52:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 19:59:57 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 19:59:28 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/06/2021 01:23:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 20:15:45 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 13-07-2021 07:29
on 14-07-2021 19:24
Hi jjoosseepphh
Thanks for posting and welcome to the community.
My apologies for the broadband issues. I've ran a check on the system today and some of your downstream channels are out of spec. This will require an engineer visit to attend.
I'll PM you now to assist further.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 14-07-2021 20:25
Thanks John - I'll reply to your private message now.
All the best,
Joe
on 15-07-2021 11:10
Thanks for joining me on PM @jjoosseepphh
Just to update the thread, the tech visit has been booked in for you as agreed.
This can be tracked and altered if need be here
Let us know how it goes 🙂
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 20-07-2021 21:43
Hello again!
I'm beginning to think it is actually a problem with our router. The technician who visited a few days ago replaced the wall box cabling and connectors and said it was now up to standard, but we have still been getting daily disconnections from our router.
As example, I made note of the timings for the disconnections over the last two days:
Sunday 18th July
17:56 | Internet connection from wi-fi and LAN connected devices drops out, and wi-fi network disappears completely from all devices a minute later. Lights on router unchanged (solid yellow/white colour). |
I waited over half an hour and router had still not reconnected to any of our devices or re-established the wi-fi network. | |
18:35 | I manually turned router off and on again. Router goes through usual start-up. |
18:41 | Router back up and running and internet functioning perfectly for all devices. |
Monday 19th July
Same sequence of events: at 21:33, the connection from wi-fi and LAN connected devices drops out, and wi-fi network disappears completely at 21:39. I waited until 22:00 and the router had not re-established the wi-fi or any other device connections, so I turned it off and on again. As usual, the router was back up and running after starting-up and everything worked fine again at 22:06.
Broadband Quality Monitor charts below - for each outage of our network, the ping to our router still seems to work fine and no obvious differences in latency. You just see dropped packets once I restart the router.
Sunday 18th July
Monday 19th July
Could this be a faulty router? I can't think of any other reason, and it seems strange that the wi-fi network completely disappears, and the router seems to make no effort to re-establish it.
Thanks for your continued support!