Virgin Media Community

[darren-w-gray]

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...

[darren-w-gray]

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

1	635000000	-5.5	36	256 qam	29
2	507000000	-6.2	36	256 qam	13
3	515000000	-6.2	36	256 qam	14
4	523000000	-5.7	36	256 qam	15
5	531000000	-5.9	36	256 qam	16
6	539000000	-5.7	36	256 qam	17
7	547000000	-5.5	36	256 qam	18
8	555000000	-5.7	36	256 qam	19
9	563000000	-5.4	36	256 qam	20
10	571000000	-5.5	36	256 qam	21
11	579000000	-5.5	37	256 qam	22
12	587000000	-5.4	37	256 qam	23
13	595000000	-5.9	37	256 qam	24
14	603000000	-5.5	37	256 qam	25
15	611000000	-5.7	37	256 qam	26
16	619000000	-5.7	37	256 qam	27
17	627000000	-5.5	37	256 qam	28
18	643000000	-5.4	37	256 qam	30
19	651000000	-5.2	37	256 qam	31
20	659000000	-5.2	37	256 qam	32
21	667000000	-4.4	37	256 qam	33
22	675000000	-4.5	37	256 qam	34
23	683000000	-4.2	37	256 qam	35
24	691000000	-4.2	37	256 qam	36

Downstream bonded channels

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

1	Locked	36.8	6481	36
2	Locked	36.3	4978	0
3	Locked	36.3	4996	0
4	Locked	36.6	5110	11
5	Locked	36.6	4610	17
6	Locked	36.3	5583	1
7	Locked	36.3	5680	13
8	Locked	36.3	6448	27
9	Locked	36.6	5325	0
10	Locked	36.6	6531	19
11	Locked	37.3	5861	0
12	Locked	37.3	5689	13
13	Locked	37.3	5976	31
14	Locked	37.3	6138	18
15	Locked	37.3	5748	11
16	Locked	37.6	6238	24
17	Locked	37.6	6836	1
18	Locked	37.3	6893	0
19	Locked	37.3	6898	37
20	Locked	37.3	6732	9
21	Locked	37.6	5953	0
22	Locked	37.3	7045	4
23	Locked	37.6	6199	12
24	Locked	37.6	5878	17

[darren-w-gray]

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

1	60300136	44.5	5120	64 qam	9
2	39400000	42	5120	64 qam	12
3	46200000	42.5	5120	64 qam	11
4	53699881	44	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	1	0

[darren-w-gray]

Time Priority Description

08/05/2022 11:39:41	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;
08/05/2022 11:39:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 04:13:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 23:39:41	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;
04/05/2022 23:39:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 07:11:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 11:39:40	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;
01/05/2022 11:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:04:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:37:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:29:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:28:18	critical	Received 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 08:25:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:25:33	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:25:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 18:52:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 14:49:22	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;
26/04/2022 14:49:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 07:37:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 07:37:34	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tom_W1]

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

[darren-w-gray]

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

[Carley_S]

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. 

[Carley_S]

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.

[legacy1]

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

[darren-w-gray]

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.