Help needed urgently with Wifi connection - I have had enough !

[abhivirtara]

I HAVE LITERALLY HAD ENOUGH !!! Got Virgin Broadband as we moved into our new house this January and been paying for the M500 Fibre Broadband. NOT A SINGLE DAY SINCE INSTALLATION have we had a good connection. The internet keeps dropping almost every hour if not more often, the download speed is less than 80 Mb/s on broadband speed check (sometimes as low as 15/20) . I have contacted Virgin several times and was told they would open a case with Ofcom on speed, came back after a month to say that you are getting minimum guaranteed speed so all is good. I cant find the option to speak to someone and ask for a technician to come and have a look as the customer service goes on a loop to tell me that there is no problem with my connection. I CANT WORK FROM HOME as I keep getting disconnected. Any help will be appreciated. P.S. I have resetted and restarted atleast 3 times a day !!!

[japitts]

Are these problems happening on wired connections, or only wirelesss? That'll help identify if this is a broadband problem or a WiFi issue.

In the meantime...

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

[abhivirtara]

 

 

 

 

 

 

 

  

[japitts · Accepted solution]

Can you copy & paste the data from each of the tabs please, rather than screenshot? I'll work though approving them, but text rather than graphics is a lot easier for others to respond to.

Edited to also add - do you have the link to your live thinkbroadband graph?

[abhivirtara]

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

331000000

Locked

Ranged Upstream Channel (Hz)

39400063

Locked

Provisioning State

Online

Downstream bonded channels

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

1	331000000	4	38	256 qam	25
2	203000000	5.6	38	256 qam	9
3	211000000	5.5	38	256 qam	10
4	219000000	5	38	256 qam	11
5	227000000	4.5	38	256 qam	12
6	235000000	4	38	256 qam	13
7	243000000	3.5	38	256 qam	14
8	251000000	3.2	38	256 qam	15
9	259000000	3	38	256 qam	16

[abhivirtara]

Upstream bonded channels

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

1	39400063	41.5	5120	64 qam	4
2	46200065	41.5	5120	64 qam	3
3	60300010	42.5	5120	64 qam	1
4	53700029	42	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	2	0
4	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053+voc-b.cm

Primary Downstream Service Flow

SFID	20858
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

[abhivirtara]

Primary Upstream Service Flow

SFID	20857
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

02/11/2021 06:50:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 21:14:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 15:50:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 09:37:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 03:59:6	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 11:32:11	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 01:13:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 09:01:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 23:19:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 00:02:12	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 01:53:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 21:50:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 18:43:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 17:16:36	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 17:12:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 22:10:43	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 22:10:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 18:00:31	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[abhivirtara]

[Adduxi]

---

@abhivirtara wrote:

<snip>

Downstream bonded channels

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

1	331000000	4	38	256 qam	25
2	203000000	5.6	38	256 qam	9
3	211000000	5.5	38	256 qam	10
4	219000000	5	38	256 qam	11
5	227000000	4.5	38	256 qam	12
6	235000000	4	38	256 qam	13
7	243000000	3.5	38	256 qam	14
8	251000000	3.2	38	256 qam	15
9	259000000	3	38	256 qam	16

---

You need to post the full set of Downdstream channels and also the Pre and PostRS error counts.

[Akua_A]

Hi @abhivirtara,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having issues with your wifi connection. We can understand the frustration caused and we want to best help. 

Are you able to follow the advice given by @Adduxi in the last post? Can you also please setup a Broadband Quality Monitor and post a link to your live graph after 24 hrs?

Thanks,