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mjp456789
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Hub3.0 with very unstable wifi

I am a new user, since I joined been facing issues with the wifi.

Never had a day where the wifi doesn't goes down. Sometimes I get a connection over 100Mbps, other cannot go over 10Mbps.
It happens at random times, it can be everyone online, streaming and gaming with speed of 100, or when I am alone working and barely can open a webpage.

With previous provider had a plan of 50Mbps, and only once went to 37Mbps using wireless on bad  weather.

Tried all the suggestion, restarting the router, etc..

Sometimes need to turn on the mobile hotspot to be able to work.

 

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Andrew-G
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Re: Hub3.0 with very unstable wifi

Go into the hub's status page (usually "Check router status" before you log in*), and copy and paste the contents of the status tabs for Downstream, Upstream and Network log.  DON'T USE SCREENSHOTS, copy and past as formatted text, so the forum software can edit out private data like your IP address.  Then we can look for any obvious setup problems.

* If nobody has logged into the Hub before, then first time it ask you to select language, and you do have to login.  In that case, just logout, and then you'll see the Check Router Status link just below the password field.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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mjp456789
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Re: Hub3.0 with very unstable wifi

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
118675000011.540256 qam7
219475000011.340256 qam8
320275000011.340256 qam9
421075000011.140256 qam10
521875000011.440256 qam11
622675000011.340256 qam12
723475000011.140256 qam13
824275000011.440256 qam14
92507500001140256 qam15
102587500001140256 qam16
1126675000011.340256 qam17
1227475000011.140256 qam18
1328275000011.840256 qam19
1429075000011.940256 qam20
1529875000011.840256 qam21
163067500001240256 qam22
1731475000011.940256 qam23
1832275000011.840256 qam24
1940275000012.840256 qam25
204107500001340256 qam26
2141875000012.640256 qam27
2242675000013.140256 qam28
2343475000013.140256 qam29
244427500001340256 qam30
Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31360
2Locked40.31350
3Locked40.3800
4Locked40.92890
5Locked40.3660
6Locked40.3980
7Locked40.3890
8Locked40.9880
9Locked40.91400
10Locked40.3760
11Locked40.31550
12Locked40.32050
13Locked40.3580
14Locked40.33190
15Locked40.91520
16Locked40.31370
17Locked40.32150
18Locked40.3640
19Locked40.31200
20Locked40.3670
21Locked40.31600
22Locked40.91600
23Locked40.3750
24Locked40.3790
 
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mjp456789
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Re: Hub3.0 with very unstable wifi

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999763.75512064 qam3
2394000003.7512064 qam4
3602999313.85512064 qam1
4537000003.8512064 qam2
Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description
14/08/2020 18:43:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 20:19:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 16:53:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 16:24:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 07:07:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 05:23:26ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 05:05:38ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 13:36:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 13:36:2Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 13:35:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 13:33:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2020 15:55:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 08:07:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 03:27:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 12:47:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 12:47:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 12:47:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 12:47:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 12:47:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 5 of 10
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Helpful Answer

Re: Hub3.0 with very unstable wifi

The downstream power levels, on all 24 channels, are out of spec (-6 to +10 is in spec).

You need a forward path equaliser to reduce the power levels, to correct the problem.

This would generally be done by a VM engineer.

mjp456789
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Re: Hub3.0 with very unstable wifi

you are saying that I need to contact Virgin about this issue? Thanks
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Anonymous
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Re: Hub3.0 with very unstable wifi


@mjp456789 wrote:
you are saying that I need to contact Virgin about this issue? Thanks

Yes.

RR-IT-GUY
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Re: Hub3.0 with very unstable wifi

Good Tip on contacting them is to ring 150 from a virgin phone and also send them a chat message on the app and or website then they will get to you quicker this is something i do a lot and usually get through to them in minutes and not hours.
John_GS
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Re: Hub3.0 with very unstable wifi

Hi mjp456789

 

Thanks for posting and welcome to the community. 

 

I am sorry to hear of the WiFi issues. It does indeed need a technician visit so I'll PM you now to arrange.

 

Kind regards,

 

John_GS
Forum Team

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John_GS
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Re: Hub3.0 with very unstable wifi

Thanks for joining me on PM mjp456789

 

Just to update the thread, the technician visit has been booked in

 

Kind regards,

John_GS
Forum Team

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