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jjoosseepphh
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Help! Broadband dropout most days, and wi-fi network completely disappears

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?

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-tony-
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Message 2 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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 

____________________

Tony
jjoosseepphh
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Message 3 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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

16990000005.840256 qam37
25390000006.640256 qam17
35470000006.540256 qam18
45550000006.540256 qam19
55630000005.538256 qam20
6571000000640256 qam21
75790000005.840256 qam22
85870000006.540256 qam23
95950000006.940256 qam24
106030000006.540256 qam25
116110000005.940256 qam26
126190000007.140256 qam27
136270000006.540256 qam28
146350000006.338256 qam29
156430000005.938256 qam30
166510000007.440256 qam31
176590000005.838256 qam32
186670000005.940256 qam33
196750000005.938256 qam34
206830000006.540256 qam35
21691000000538256 qam36
227070000006.140256 qam38
237150000006.440256 qam39
247230000005.840256 qam40



Downstream bonded channels

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

1Locked40.3210
2Locked40.9110
3Locked40.3130
4Locked40.350
5Locked38.9210
6Locked40.3160
7Locked40.9120
8Locked40.3140
9Locked40.3380
10Locked40.3120
11Locked40.380
12Locked40.9110
13Locked40.3180
14Locked38.6330
15Locked38.91410
16Locked40.3160
17Locked38.9250
18Locked40.3230
19Locked38.9310
20Locked40.980
21Locked38.9220
22Locked40.3320
23Locked40.3160
24Locked40.3400

 

Upstream:

Upstream bonded channels

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

12580001740.5512064 qam6
23259997642512064 qam5
33939994942512064 qam4
44620000742512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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-tony-
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Message 4 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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 

____________________

Tony
jjoosseepphh
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Message 5 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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 19:56:36Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 17:53:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 16:57:33noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 19:00:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 09:29:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 18:31:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 16:57:53noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 14:51:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 11:12:48noticeDHCP 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 11:12:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 19:28:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 01:54:2noticeDHCP 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 01:54:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 07:09:20noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 19:41:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 18:52:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 19:59:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 19:59:28Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 01:23:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:15:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 6 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

That's better!

A few spikes (that I normally get when running a speedtest) but apart from that it looks fine - Not detected any dropped packets!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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John_GS
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Message 7 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

jjoosseepphh
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

Thanks John - I'll reply to your private message now.

All the best,

Joe

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John_GS
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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jjoosseepphh
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Message 10 of 13
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Re: Help! Broadband dropout most days, and wi-fi network completely disappears

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).
Router still replies to pings from the internet, and BQM doesn't show any issues.

 

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.
(Broadband Quality Monitor shows a loss of packets for a minute at this point)

18:41Router 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 JulyScreenshot 2021-07-20 at 21.23.32.png

 

 

 

 

Monday 19th JulyScreenshot 2021-07-20 at 21.21.25.png

 

 

 

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!

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