on 21-04-2022 16:15
Hello,
I am having frequent but intermittent issues where my devices are connected to the router but do not get internet. Restarting the devices, or the router, does not seem to help with this.
It has been around a month with this issue. Unfortunately I am never home when Virgin helplines are open, so cannot call.
Here's my BQM (the issues do not always align with the red)
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/a31e012ac260b4378bfffab53a9eed109f34f3a7]My Broadband Ping[/url]
It wont let me post the router status, so will add it in a comment.
on 21-04-2022 16:16
Here's the router's current network status. Not sure if it will format correctly, so apologies if not. I've also seen some people remove their MAC addresses (not sure why) so I'm done the same 🙂
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 234750000 | Locked |
Ranged Upstream Channel (Hz) | 53700000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 234750000 | 5.6 | 38 | 256 qam | 13 |
2 | 138750000 | 9.5 | 38 | 256 qam | 1 |
3 | 146750000 | 9 | 38 | 256 qam | 2 |
4 | 154750000 | 9.5 | 40 | 256 qam | 3 |
5 | 162750000 | 9 | 40 | 256 qam | 4 |
6 | 170750000 | 8.9 | 40 | 256 qam | 5 |
7 | 178750000 | 8.5 | 38 | 256 qam | 6 |
8 | 186750000 | 8.5 | 38 | 256 qam | 7 |
9 | 194750000 | 8.1 | 40 | 256 qam | 8 |
10 | 202750000 | 7.1 | 38 | 256 qam | 9 |
11 | 210750000 | 7.3 | 38 | 256 qam | 10 |
12 | 218750000 | 6.5 | 38 | 256 qam | 11 |
13 | 226750000 | 7 | 38 | 256 qam | 12 |
14 | 242750000 | 5.5 | 38 | 256 qam | 14 |
15 | 250750000 | 4.5 | 38 | 256 qam | 15 |
16 | 258750000 | 5.3 | 38 | 256 qam | 16 |
17 | 266750000 | 4.4 | 38 | 256 qam | 17 |
18 | 274750000 | 5 | 38 | 256 qam | 18 |
19 | 282750000 | 4.1 | 38 | 256 qam | 19 |
20 | 290750000 | 5 | 38 | 256 qam | 20 |
21 | 298750000 | 4.3 | 38 | 256 qam | 21 |
22 | 306750000 | 4.6 | 38 | 256 qam | 22 |
23 | 314750000 | 4.4 | 38 | 256 qam | 23 |
24 | 322750000 | 4.5 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 348 | 12 |
2 | Locked | 38.9 | 583 | 63 |
3 | Locked | 38.6 | 652 | 38 |
4 | Locked | 40.3 | 606 | 41 |
5 | Locked | 40.9 | 553 | 32 |
6 | Locked | 40.3 | 436 | 27 |
7 | Locked | 38.6 | 409 | 12 |
8 | Locked | 38.9 | 358 | 14 |
9 | Locked | 40.3 | 305 | 25 |
10 | Locked | 38.9 | 337 | 5 |
11 | Locked | 38.9 | 306 | 13 |
12 | Locked | 38.9 | 425 | 12 |
13 | Locked | 38.6 | 344 | 6 |
14 | Locked | 38.6 | 320 | 0 |
15 | Locked | 38.9 | 249 | 0 |
16 | Locked | 38.9 | 217 | 0 |
17 | Locked | 38.6 | 245 | 12 |
18 | Locked | 38.6 | 191 | 0 |
19 | Locked | 38.9 | 211 | 0 |
20 | Locked | 38.9 | 111 | 0 |
21 | Locked | 38.9 | 186 | 0 |
22 | Locked | 38.9 | 85 | 0 |
23 | Locked | 38.9 | 166 | 0 |
24 | Locked | 38.6 | 76 | 0 |
on 21-04-2022 16:16
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 43 | 5120 | 64 qam | 6 |
2 | 60300000 | 43.5 | 5120 | 64 qam | 5 |
3 | 39400000 | 42.3 | 5120 | 64 qam | 8 |
4 | 46200000 | 42.8 | 5120 | 64 qam | 7 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt053+voc-b.cm |
SFID | 306940 |
Max Traffic Rate | 575000000 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 306939 |
Max Traffic Rate | 38520000 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
Time Priority Description
21/04/2022 15:45:20 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
20/04/2022 10:57:45 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed':;CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
19/04/2022 18:47:7 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:45 | critical | No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
17/04/2022 20:20:8 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
17/04/2022 19:53:12 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
17/04/2022 11:43:40 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
16/04/2022 23:44:3 | critical | No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
16/04/2022 14:21:39 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
16/04/2022 01:32:0 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
11/04/2022 02:17:24 | notice | SW download Successful - Via NMS |
11/04/2022 02:14:7 | notice | SW Download INIT - Via NMS |
11/04/2022 00:08:22 | Error | SW Upgrade Failed Before Download - Server not Present |
11/04/2022 00:07:37 | notice | SW Download INIT - Via NMS |
10/04/2022 22:32:43 | critical | No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
09/04/2022 20:16:25 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
08/04/2022 22:02:43 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
05/04/2022 17:10:58 | critical | No Ranging Response received - T3 time-out;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
05/04/2022 11:40:43 | notice | LAN login Success;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
05/04/2022 10:02:42 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC='removed';CMTS-MAC='removed';CM-QOS=1.1;CM-VER=3.0; |
on 25-04-2022 17:25
Hi @Deanifish
Welcome to our Community Help Forum 🙂
Thank you for making this post regarding the connection issues you are experiencing, I'm sorry to hear your devices are unable to connect. Is this affecting all of your devices or just certain ones?
I have taken a look on our systems and there are currently no issues showing with your WiFi. Have you tried performing a pinhole reset on your Hub by following these instructions:
Disconnect all unneeded ethernet cables from the rear of the Hub.
With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.
Depress the pinhole switch for a timed 60 seconds then release.
DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.
Let me know if this improves things!
Kind regards,
Serena
on 28-04-2022 17:02
I ended up popping it into modem mode and trying with some third party access points and my Internet is much more stable now.