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Keep dropping connections (WiFi and Wired)

darren-w-gray
On our wavelength

Evening Everyone,

So - I am trying to understand where I am dropping both Wired and WiFi connections. I was originally having problems with my Hub3 (on it's own running router mode) dropping connections on the WiFi. I presumed it was the age of my route and the fact I was using a Samsung Galaxy Note 10+ (so able to run on 802.11ax). 

Did my research, bought a TP-Link Archer AX50, thought it would solve things. It' only highlighted that I also have connection drops on my wired network as well. I have since tried every combination of

  • Modem Mode for the Hub3,
  • Router Mode with the AX50 in AP mode,
  • WiFi only running of one or the other (and 2.4 on one 5 on the other) 
  • I have checked the connections are tight

None of these seem to make a difference.

It happens probably once an hour to once every 2 hours when I am at home, any time of day or night (I work shifts, I can be waking up at 2am and it will do it) - I can be sure that i will be in the middle of a WiFi Calling call on my mobile and it will drop.

I wonder if anyone has any ideas?

Currently, using the Hub3 in Router Mode with WiFi off - AX50 in AP Mode with WiFi on; these are the 'runners and riders' based on what I think you like to see.

Thanks in advance for any insight.

BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aead1fad04adbb4103f5298c9da39a7360...

 



My Broadband Ping - VM Router Mode


Current set-up: SH3 in Router Mode - TP Link Archer AX50 in AP Mode - M350 Fibre / Maxit TV - Talk Weekends (Now via the SH3 -which is great in a power cut)
22 REPLIES 22

darren-w-gray
On our wavelength

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1635000000-5.536256 qam29
2507000000-6.236256 qam13
3515000000-6.236256 qam14
4523000000-5.736256 qam15
5531000000-5.936256 qam16
6539000000-5.736256 qam17
7547000000-5.536256 qam18
8555000000-5.736256 qam19
9563000000-5.436256 qam20
10571000000-5.536256 qam21
11579000000-5.537256 qam22
12587000000-5.437256 qam23
13595000000-5.937256 qam24
14603000000-5.537256 qam25
15611000000-5.737256 qam26
16619000000-5.737256 qam27
17627000000-5.537256 qam28
18643000000-5.437256 qam30
19651000000-5.237256 qam31
20659000000-5.237256 qam32
21667000000-4.437256 qam33
22675000000-4.537256 qam34
23683000000-4.237256 qam35
24691000000-4.237256 qam36



Downstream bonded channels

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

1Locked36.8648136
2Locked36.349780
3Locked36.349960
4Locked36.6511011
5Locked36.6461017
6Locked36.355831
7Locked36.3568013
8Locked36.3644827
9Locked36.653250
10Locked36.6653119
11Locked37.358610
12Locked37.3568913
13Locked37.3597631
14Locked37.3613818
15Locked37.3574811
16Locked37.6623824
17Locked37.668361
18Locked37.368930
19Locked37.3689837
20Locked37.367329
21Locked37.659530
22Locked37.370454
23Locked37.6619912
24Locked37.6587817


My Broadband Ping - VM Router Mode


Current set-up: SH3 in Router Mode - TP Link Archer AX50 in AP Mode - M350 Fibre / Maxit TV - Talk Weekends (Now via the SH3 -which is great in a power cut)

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

16030013644.5512064 qam9
23940000042512064 qam12
34620000042.5512064 qam11
45369988144512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0070
2ATDMA0040
3ATDMA0030
4ATDMA0010


My Broadband Ping - VM Router Mode


Current set-up: SH3 in Router Mode - TP Link Archer AX50 in AP Mode - M350 Fibre / Maxit TV - Talk Weekends (Now via the SH3 -which is great in a power cut)

Time Priority Description

08/05/2022 11:39:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 11:39:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 04:13:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 23:39:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 23:39:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 07:11:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 11:39:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 11:39:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:04:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:37:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:29:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:28:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:25:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:25:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:25:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 18:52:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 14:49:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 14:49:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 07:37:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 07:37:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


My Broadband Ping - VM Router Mode


Current set-up: SH3 in Router Mode - TP Link Archer AX50 in AP Mode - M350 Fibre / Maxit TV - Talk Weekends (Now via the SH3 -which is great in a power cut)

Tom_W1
Forum Team
Forum Team

Hi @darren-w-gray thanks for your post although I'm sorry to hear of your concerns raised.

I've ran checks on the line for you, and there doesn't appear to be any faults on the line or issues with your Hub's power, downstream or upstream levels that could be causing this. 

It does however, look like your Hub's been powered on for a long time so I'd advise if you could kindly reboot your Hub and monitor your connection over the next few days and let us know how you get on please?

Many thanks

Tom_W

Hi @Tom_W1 

I have done that, but I don't think it has made a difference. WiFi still drops out, ethernet seems to be having similar issues, albeit not entirely drops.

I am going to go back over the cables though as I noticed pixellation on the TV (through a V6) again. I presume if I wanted an engineer to run  a whole new cable from the external box it would be expensive? It currently runs through a WC to the point where I can check connections.

D



My Broadband Ping - VM Router Mode


Current set-up: SH3 in Router Mode - TP Link Archer AX50 in AP Mode - M350 Fibre / Maxit TV - Talk Weekends (Now via the SH3 -which is great in a power cut)

Hi @darren-w-gray

Sorry to hear this is still ongoing for you. I believe you have an intermittent issue that I have caught whilst checking our systems. I can see that there are issues that need to be addressed. Please join me on private message so I can book you the earliest tech appointment to investigate this further. You can see your private messages at the top of the page, in the envelope icon. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Carley_S
Forum Team
Forum Team

Thanks so much for your private message @darren-w-gray

 I have now booked you a visit – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

 

Here to help 🙂
Virgin Media Forums Agent
Carley

legacy1
Alessandro Volta
Use your TP-Link Archer AX50 as a router and put hub in modem mode.
---------------------------------------------------------------

That is the plan and was originally thr case. I only took the SH3 out of modem mode because of these issues to fault find.

It made no difference what mode it was in.

Hopefully the engineer will have success tomorrow. A Hub4 or 5 would be a bonus as I hear its actually an issue with the Hub3 firmware.



My Broadband Ping - VM Router Mode


Current set-up: SH3 in Router Mode - TP Link Archer AX50 in AP Mode - M350 Fibre / Maxit TV - Talk Weekends (Now via the SH3 -which is great in a power cut)