Virgin Media Community

[jaluda]

Hi,

We recently (a couple of months ago) had a replacement Hub fitted by an engineer as the previous one stopped working.

Since then our Wi-Fi has been terrible. 
The connection drops for no apparent reason and the speed really slows down, sometimes our devices are connected to the Wi-Fi but report there is no connection to the internet.

We use it in router mode and both 2.4Ghz and 5Ghz channels are enabled.

I've repeatedly run the broadband test on the main Virgin Media site and it always says

Looks like you’re having trouble connecting to the Hub

We can’t find any faults with the connection coming into your home, so we’ve got some tips for you to try.

The tips that are offered don't help at all.

I'm sitting 3m away from the hub, direct line of site, nothing in-between and it's already dropped connection 3 times today. Sometimes rebooting the hub clears it for a while, but the problems always come back.

Working from home and taking calls is getting to be a real pain now.

I don't know if this helps, I don't think it looks as bad as other peoples i've seen posted.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3b8fd37979530c6d0859ce21a5e53ebf48f88fe8-08-06-2022

I'm guessing either our new hub isn't working properly or there's a problem with the signal coming into it again (we've had that in the past).

Please could someone have a look at this and let me know if there is anything that could fix the issue.

Thanks

[Adduxi]

Post the power levels, Pre and PostRS errors and network log from the Hub. Once done we can comment.

Try splitting the SSID as below and manually choose the best band and channels.

• Access your Hub by navigating to 192.168.0.1
• Login with the default login info (on base of Hub) unless you've already updated it.
• Go to Advanced Settings > Wireless > Security
• Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID), suggest append _2 to the end.
• Repeat for the Wireless Frequency 5GHz, suggest append _5 to the end and click on Apply changes
• Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices.
• Disable the Smart Optimisation on the wifi bands.

[jaluda]

Thanks, will try that later when I'm home.
There's now an issue in my area and there's no internet at all...

[Adduxi]

---

@jaluda wrote:

Thanks, will try that later when I'm home.
There's now an issue in my area and there's no internet at all...

---

Well no point in doing anything until the Area fault is cleared up .....   🙂

[jaluda]

Now there's planned maintenance which could affect broadband, will post the logs once they are finished.

[jaluda]

It's been a nightmare. The planned work in the area went on all day rather than finishing at 6am
then i've struggled to get online. Rebooted the router a few times to finally get a connection.

Then it dropped as I was about to post this the first time and i lost it all!  Anyway i've made all the changes, have to amend all the devices to connect to the new SSID

Downstream bonded channels

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

1	Locked	40.3	7	0
2	Locked	40.3	21	0
3	Locked	40.3	5	0
4	Locked	40.3	7	0
5	Locked	40.9	6	0
6	Locked	40.3	9	0
7	Locked	40.3	8	0
8	Locked	40.3	8	0
9	Locked	40.3	8	0
10	Locked	40.3	6	0
11	Locked	40.3	6	0
12	Locked	40.3	6	0
13	Locked	40.3	6	0
14	Locked	40.3	8	0
15	Locked	40.3	8	0
16	Locked	40.3	23	0
17	Locked	40.9	20	0
18	Locked	40.3	5	0
19	Locked	40.3	7	0
20	Locked	40.9	8	0
21	Locked	40.9	10	0
22	Locked	40.3	14	0
23	Locked	40.3	9	0
24	Locked	40.3	6	0

Network Log

Time Priority Description

10/06/2022 19:41:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:12:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:12:22	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:11:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:11:18	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:10:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:10:15	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:09:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:09:6	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:08:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:08:7	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:07:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:07:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:07:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:06:19	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:05:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:05:5	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:03:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:03:55	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 05:02:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[risc19]

If it's the hub5 that I suspect it is then that's probably the cause.

Hub5 wifi is packed with bugs, maybe they can request a hub4 for you.

Either that or buy your own router and place the hub in modem mode.

[jaluda]

It's a hub 3. If it we possible to get hold of a real person at VM i'd ask for a replacement/upgrade!

I could buy my own router and use the hub as a modem, but then i'd be accepting that i'm paying for a service that isn't fit to use.
I want VM to resolve this as it's their service/hardware that is at fault. 

[Tom_W1]

Hi @jaluda, thanks for your post and sorry to hear you're having problems with your broadband at the moment.

I've ran some checks on your network, and there aren't any issues that can be identified - all your power levels, downstream and upstream levels are all within specifications so you shouldn't be experiencing any problems as things stand.

How are things on a wired connection via an ethernet cable?

Many thanks

[Roger_Gooner]

The network log shows that the modem keeps failing to communicate with the CMTS. A replacement hub should be arranged.