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JS781109
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Help please with unstable wifi

Hi, I've had some issues recently with my wifi connection being unstable, most obviously shows up with video calls grinding to a halt or cutting out, also with online gaming. This occurs even if I'm pretty much next to the router. 

I've called VM customer services, eventually got through to someone (30 minute wait!) they say there are no issues that they can see and so won't send out an engineer at the moment.

I use the Hub 3.0 in Modem mode with a Google Nest wifi system. I've discussed the problem with Google but they say there is nothing obviously wrong (had to do a full system reset with them). 

I've attached my modem logs so if anyone can spot anything unusual I can then go back to VM...

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

259000000

7.3

40

256 qam

16

2

251000000

7.4

40

256 qam

15

3

267000000

7

40

256 qam

17

4

275000000

7.5

40

256 qam

18

5

283000000

7.6

40

256 qam

19

6

291000000

7.5

40

256 qam

20

7

299000000

8.1

40

256 qam

21

8

307000000

8

40

256 qam

22

9

315000000

8.4

40

256 qam

23

10

323000000

7.9

40

256 qam

24

11

331000000

8

40

256 qam

25

12

339000000

8.3

38

256 qam

26

13

347000000

8.4

40

256 qam

27

14

355000000

7.9

40

256 qam

28

15

363000000

8

40

256 qam

29

16

371000000

8.5

40

256 qam

30

17

379000000

8

40

256 qam

31

18

387000000

8.3

40

256 qam

32

19

395000000

8.3

40

256 qam

34

20

403000000

8.6

40

256 qam

35

21

411000000

8.5

40

256 qam

36

22

419000000

8.6

40

256 qam

37

23

427000000

8.4

40

256 qam

38

24

435000000

8.6

40

256 qam

39

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

20470

1841

2

Locked

40.3

16198

1837

3

Locked

40.3

26945

2463

4

Locked

40.3

26439

4496

5

Locked

40.3

31508

3505

6

Locked

40.3

39466

2795

7

Locked

40.3

39657

2622

8

Locked

40.3

46880

2939

9

Locked

40.3

42861

3097

10

Locked

40.3

59064

2844

11

Locked

40.9

61607

3218

12

Locked

38.9

65538

2979

13

Locked

40.3

66890

3142

14

Locked

40.3

86854

2974

15

Locked

40.3

93815

3789

16

Locked

40.3

95237

2922

17

Locked

40.3

118617

2574

18

Locked

40.3

118462

2904

19

Locked

40.3

136832

2910

20

Locked

40.9

130867

2794

21

Locked

40.9

143064

2450

22

Locked

40.3

153269

3057

23

Locked

40.3

175001

3816

24

Locked

40.3

167232

2918

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400020

44.3

5120

64 qam

4

2

46200086

44

5120

64 qam

3

3

25800176

43.5

5120

16 qam

6

4

32600045

43.8

5120

64 qam

5

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

Network Log

Time

Priority

Description

11/02/2021 09:25:52

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 23:26:13

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 21:25:15

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 18:51:33

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 08:57:33

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:08:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:08:33

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:07:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:07:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:06:7

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:06:7

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:03:14

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:03:14

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:02:19

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:02:19

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:02:10

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:02:10

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2021 03:02:9

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/02/2021 16:46:2

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/02/2021 12:40:19

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

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jpeg1
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Re: Help please with unstable wifi

The signal levels are all OK, but there is rather more noise than one would like to see. And one of the upstream channels is not correctly set.

There are some more tests that you can try, but what happens with a device wired to the Hub? Thst would confirm right away whether the incoming service is at fault.

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JS781109
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Re: Help please with unstable wifi

Hi, thanks for the quick response. Difficult to be 100% sure but I have a google nest router wired to the Hub. The problem is there whether I run my wifi through the Google router in modem mode or the Hub in broadcast mode. That would suggest the problem is with the line right?

Any suggestions for what I can do to fix this gratefully appreciated!

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Re: Help please with unstable wifi

The Hub's WiFi is hopeless anyway, so that won't be a valid test. 

There is a BQM test that you could set up, but that takes time.  The wired test will establish right away if the incoming signal drops. 

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JS781109
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Re: Help please with unstable wifi

Thanks. Unfortunately my computer doesn't have an ethernet port so I can't connect it directly to the router, if that's what you mean?

I have tried setting up a BQM test but annoyingly the google router will not respond to ping requests, apparently, so I just get 100% packet loss. I think I would have to take the Hub back out of modem mode and disconnect the Google router to get it to work.
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Re: Help please with unstable wifi

Yes you would need to set the Hub back to router mode to set up a BQM, if the Google system won't cooperate. 

You can get a USB ethernet adaptor for Windows or Mac.  It might be a useful investment.

Z92
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Re: Help please with unstable wifi

When was the last time you rebooted your router before you took these readings? We need to known whether the errors are current or historic. 

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Adduxi
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Re: Help please with unstable wifi

As already stated you have a fault on the upstream, as noted by the 16QAM and PostRS errors.  All channels should be 64QAM.  You will need an engineer to sort this out.  Also, yes get some sort of adaptor for your computer to allow ethernet connections direct to the Hub, as VM insist on wired connections for testing.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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JS781109
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Re: Help please with unstable wifi

Thanks for the reply - I rebooted the router a couple of days ago as part of a factory reset on the Google Nest system. 

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Message 10 of 10
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Re: Help please with unstable wifi

Thanks - I will go back to VM again and see if I can get them to come out. Unfortunately last time I spoke to them they were adamant there was no problem. Hopefully this will help convince them.
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