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blakeym
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Message 1 of 19
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Intermittent wifi

Hoping someone can help/point me in the right direction with intermittent wifi over the last month or thereabouts. Router is on and wifi is fine for some devices (both laptop and phones) intermittently. So my Samsung Galaxy S10 didn't work on wifi but 2 of the 3 S7's we have in the house were ok. Tried forgetting the network, restarting phone and then adding the network again - worked for a day and then the same issue. I've disabled the 2.4ghz and then re-enabled it and same thing - all ok for a few hours and same issue then occurs.  Getting very frustrating now and not managed to get through to virgin yet.

I also have a powerline adapter to my home office in the garage but that's been there for a few years and apart from a slower connection as it's on a difference circuit i can't see that causing an issue.

I don't know anything about the network logs but there's various warnings and critical errors which never sounds good! I've pasted them below but can provide more if it helps

Can anyone help?

Thanks in advance!

Network Log

Time Priority Description

26/08/2020 19:54:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 08:52:47noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 08:52:47ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 01:00:13ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 19:15:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:22:44ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 06:57:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 2 of 19
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Re: Intermittent wifi

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
blakeym
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Message 3 of 19
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Re: Intermittent wifi

Thanks Mike

Should have said i'd already checked the cables and they're all screwed in tight (i've not checked the one in the brown box outside the house though - should I?). Have been keeping tabs on the server status and it's always been fine and when i run a test via virgins site it says it can't find any issues.

Link for BQM is here

My BQM 

And the router status is below and in next message

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

330750000

3

38

256 qam

25

2

258750000

3.5

38

256 qam

16

3

266750000

3.5

38

256 qam

17

4

274750000

3.5

38

256 qam

18

5

282750000

3.5

38

256 qam

19

6

290750000

3.2

38

256 qam

20

7

298750000

3.4

38

256 qam

21

8

306750000

3.2

38

256 qam

22

9

314750000

3

38

256 qam

23

10

322750000

3.2

38

256 qam

24

11

370750000

2.5

38

256 qam

26

12

378750000

2.2

38

256 qam

27

13

386750000

2

38

256 qam

28

14

394750000

2

38

256 qam

29

15

402750000

2

38

256 qam

30

16

410750000

2.2

38

256 qam

31

17

418750000

2.4

38

256 qam

32

18

426750000

2.7

38

256 qam

33

19

434750000

2.7

38

256 qam

34

20

442750000

2.5

38

256 qam

35

21

450750000

2.5

38

256 qam

36

22

458750000

2.5

38

256 qam

37

23

466750000

2.5

38

256 qam

38

24

474750000

2.5

38

256 qam

39

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

7

0

2

Locked

38.9

9

0

3

Locked

38.9

9

0

4

Locked

38.9

9

0

5

Locked

38.9

10

0

6

Locked

38.9

11

0

7

Locked

38.9

6

0

8

Locked

38.9

10

0

9

Locked

38.6

8

0

10

Locked

38.9

11

0

11

Locked

38.9

8

0

12

Locked

38.9

23

0

13

Locked

38.6

14

0

14

Locked

38.9

20

0

15

Locked

38.9

29

0

16

Locked

38.9

24

0

17

Locked

38.9

14

0

18

Locked

38.6

14

0

19

Locked

38.9

16

0

20

Locked

38.6

29

0

21

Locked

38.6

21

0

22

Locked

38.6

32

0

23

Locked

38.9

27

0

24

Locked

38.9

28

0

Many thanks

Matt

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blakeym
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Message 4 of 19
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Re: Intermittent wifi

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300031

4.65

5120

64 qam

1

2

39400000

4.65

5120

64 qam

4

3

46200048

4.65

5120

64 qam

3

4

53699971

4.65

5120

64 qam

2

 

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

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

;fg87dsfd;kfoA,.iyewrkldJKDHSU

 

Primary Downstream Service Flow

SFID

24396

Max Traffic Rate

230000061

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

24449

Max Traffic Rate

22000061

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Time

Priority

Description

27/08/2020 19:07:58

notice

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

27/08/2020 00:23:31

critical

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

26/08/2020 19:54:19

notice

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

26/08/2020 08:52:47

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 08:52:47

Error

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

26/08/2020 01:00:13

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 19:15:30

notice

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

25/08/2020 01:22:44

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/08/2020 06:57:0

critical

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

19/08/2020 14:33:30

Warning!

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

17/08/2020 11:00:19

critical

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

17/08/2020 08:15:54

Warning!

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

17/08/2020 00:39:36

critical

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

16/08/2020 19:38:55

notice

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

01/01/1970 00:01:34

critical

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

16/08/2020 18:30:26

Warning!

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

16/08/2020 09:01:50

notice

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

15/08/2020 23:43:35

critical

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

15/08/2020 05:14:53

Warning!

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

14/08/2020 16:08:47

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Zak_M
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Message 5 of 19
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Re: Intermittent wifi

Good Morning @blakeym 

 

A very warm welcome with the forums, thank you for taking the time to post. 

 

I am going to drop you a PM so that I can look closer looking into this.

 

Kind regards,

Zak_M

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Zak_M
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Message 6 of 19
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Re: Intermittent wifi

Good Afternoon @blakeym 

 

Just wanted to check in and see how things went with the engineer? 

 

Kind regards,

Zak_M

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blakeym
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Message 7 of 19
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Re: Intermittent wifi

Hi Zak

He couldn't find anything wrong - changed an an old splitter and tidied up cables in the box down the road but annoyingly it was all working ok while he was here. It was ok until yesterday morning when things started dropping off the wifi again and exactly the same issues occurred! I disabled the 2.4ghz wifi and then re-enabled it and that seems to have fixed it for most devices again but not all. 

Thanks

Matt

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jbrennand
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Message 8 of 19
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Re: Intermittent wifi

Have you tried renaming the SSID's of the 2.4/5 GHz bands so they are clearly separated - and also disabling "Channel optimisation"? Worth trying that before investing in your own better quality wireless equipment.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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blakeym
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Message 9 of 19
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Re: Intermittent wifi

hiya, yep i tried renaming then and turning off the optimisation. It just seems to move the issue to different devices! Getting really frustrated. All the time all devices can still connect to my hotspot via my phone so the common denominator is the virgin wifi. Any help / advice appreciated as i don't really want to go for a slower broadband elsewhere but with my contract ending next month it looks like i might have to

 

Cheers

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Gareth_L
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Message 10 of 19
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Re: Intermittent wifi

Hello blakeym

Thanks for your post 
Sorry to hear about the issue you are having with your connection 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

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