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iandshaw
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WiFi Slow and constant dropouts - Critical errors in log

I'm getting very frustrated with my service. I was recently persuaded to upgrade to 350 MB broadband, but the service is not better, and if anything, worse. I have a hub 3 with a Virgin powerline booster at the back of the house on the ground floor. 

Unless I'm in the room with the router, the WiFi is very slow. Symptoms I experience are:

  1. At my desk upstairs with 2-3 bars on the WiFi, download speeds of 5 MB or less, with upload twice as fast. I understand that download should be 10x faster then upload. 
  2. Frequent loss of WiFi connection and reconnection.
  3. Lots of buffering or failing to find the website. It 'feels' as if the DNS is losing the website, or there is a problem routing packets around the home network.
  4. Devices don't seem to switch to 5G from 2.4 G automatically. I have to disconnect and reconnect manually to get 5G
  5. I'm getting lots or errors and critical errors in the log. I've seen other posts where Virgin have been able to diagnose issues at the cabinet from the logs, so I'm hoping these are useful. The main errors are:
  6. No Ranging Response received - T3 time-out
  7. DHCP RENEW sent - No response for IPv4
  8. DHCP REBIND WARNING - Field invalid in response

 

8/10/2020 11:04:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 11:04:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 10:30:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 10:30:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 03:34:44ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 22:50:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 06:48:5ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 04:33:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 01:13:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 01:13:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 14:03:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 12:36:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 02:52:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 19:19:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 16:58:30noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 16:58:30ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 16:45:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 16:41:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 12:30:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 10:25:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

  Downstream bonded channels

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

1331000000438256 qam25
22030000005.640256 qam9
32110000005.638256 qam10
42190000005.338256 qam11
52270000005.338256 qam12
62350000004.838256 qam13
72430000004.538256 qam14
82510000004.438256 qam15
92590000004.438256 qam16
10267000000438256 qam17
11275000000438256 qam18
12283000000438256 qam19
132910000004.438256 qam20
142990000004.638256 qam21
153070000004.538256 qam22
16315000000438256 qam23
173230000003.738256 qam24
183390000004.138256 qam26
193470000004.338256 qam27
20355000000438256 qam28
213630000004.438256 qam29
22371000000438256 qam30
23379000000438256 qam31
243870000003.438256 qam32

 

Upstream bonded channels

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

1326000004.325512064 qam3
2258000004.446512016 qam4
3394000094.325512064 qam2
4462000004.325512064 qam1

 

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jbrennand
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Re: WiFi Slow and constant dropouts - Critical errors in log

You have left half of the down & up channels data behind. Can you go back in and post up the rest of the data in those tabs (down table with RS error counts).

You haven't spcifically said are your disconnects only on wifi connected devices or do ethernet cable connected ones also drop out at the same time?

One of the Upstream channels has dropped to 16 qam - this is not good.

To prove that, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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iandshaw
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Re: WiFi Slow and constant dropouts - Critical errors in log

Additional log data, as requested.

Downstream bonded channels

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

1Locked38.91090
2Locked40.38710
3Locked38.9910
4Locked38.9760
5Locked38.6770
6Locked38.9760
7Locked38.911210
8Locked38.6830
9Locked38.9950
10Locked38.61010
11Locked38.6990
12Locked38.9900
13Locked38.91170
14Locked38.9810
15Locked38.9710
16Locked38.9870
17Locked38.91300
18Locked38.6800
19Locked38.6820
20Locked38.61120
21Locked38.91010
22Locked38.6990
23Locked38.9470
24Locked38.6830

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Re: WiFi Slow and constant dropouts - Critical errors in log

OK can you switch the Hub off and unplug it for 5' Then after restart check that the RS error counts have all reset to 0. Check every hour or two that they aren't reappearing.

Ethernet connections ?

Post the link to the live BQM once it has sensible data.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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iandshaw
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Re: WiFi Slow and constant dropouts - Critical errors in log

Hi John,

Thanks for the quick response. I've posted the rest of the log.

The disconnects are on WiFi. Our wired connections are the TiVo, PowerLine Extender, TV & Heating controller. Only when really desperate have we trailed a Cat 5e cable across the living room floor! (I know Virgin prefer us to use a Cat 6 but I don't have a long enough one handy.)

I've created a monitor as directed, and will post a link to the results in 24 hours or so. 

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jbrennand
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Re: WiFi Slow and constant dropouts - Critical errors in log

Cat5e is always fine speedwise it's just that Cat6/7 has better insulation and shielding.

As (I think) you are confirming that all ethernet connections are ok and you just have a wifi issue then the BQM shouldn't show much.

Getting your own better qualitywireless equipment will solve any wifi issues permanently, and will be transferable to other BB suppliers kit should you move supplier. I personally have never used wifi on a VM Hub and have never had any wifi issues.

You could consider...

1) A Mesh System
2) A Wireless router
3) A Wireless access points
OR
4) A combination of the above

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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iandshaw
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Re: WiFi Slow and constant dropouts - Critical errors in log

Here is the link to the BQM graph for the last day.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/06e851ab8f3ec9b9c1ec4f972c3755ad5e06fc4f-19-10-2020]My Broadband Ping[/url]

 As for cables, the hub seemed to detect when I had only a Cat 5e cable linking it to the power line extender, and only reported a 100 Mb link. After Virgin sent me a Cat 6 cable, the diagnostics now report 1000 Mb.

Here are the latest diagnostic stats:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

3.7

38

256 qam

25

2

203000000

5.5

40

256 qam

9

3

211000000

5.5

38

256 qam

10

4

219000000

5.1

38

256 qam

11

5

227000000

5.1

38

256 qam

12

6

235000000

4.6

38

256 qam

13

7

243000000

4.5

38

256 qam

14

8

251000000

4.1

38

256 qam

15

9

259000000

4.4

38

256 qam

16

10

267000000

3.9

38

256 qam

17

11

275000000

4

38

256 qam

18

12

283000000

3.9

38

256 qam

19

13

291000000

4.3

38

256 qam

20

14

299000000

4.5

38

256 qam

21

15

307000000

4.3

38

256 qam

22

16

315000000

4

38

256 qam

23

17

323000000

3.7

38

256 qam

24

18

339000000

4

38

256 qam

26

19

347000000

4.1

38

256 qam

27

20

355000000

4

38

256 qam

28

21

363000000

4.1

38

256 qam

29

22

371000000

4

38

256 qam

30

23

379000000

4

38

256 qam

31

24

387000000

3.2

38

256 qam

32




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

5

0

2

Locked

40.3

21

0

3

Locked

38.9

9

0

4

Locked

38.9

7

0

5

Locked

38.6

7

0

6

Locked

38.6

8

0

7

Locked

38.6

10

0

8

Locked

38.9

7

0

9

Locked

38.6

7

0

10

Locked

38.9

14

0

11

Locked

38.9

6

0

12

Locked

38.9

7

0

13

Locked

38.9

11

0

14

Locked

38.9

5

0

15

Locked

38.9

5

0

16

Locked

38.6

7

0

17

Locked

38.9

8

0

18

Locked

38.9

5

0

19

Locked

38.6

25

0

20

Locked

38.9

21

0

21

Locked

38.9

21

0

22

Locked

38.6

7

0

23

Locked

38.9

8

0

24

Locked

38.9

5

0

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000094.325512064 qam3
2258000004.325512064 qam4
3393999984.325512064 qam2
4462000854.325512064 qam1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Emma_C
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Re: WiFi Slow and constant dropouts - Critical errors in log

Hi Iandshaw, 

Thanks for your post and welcome to our community. 

Really sorry you've not been getting the most from our service lately, this is disappointing. 

I'd also like to apologise for the delay in getting back in touch, we have been busier than usual. 

I have tried to locate your account from here to see if I can find out what's going on, but I've been unable to do so. 

Therefore if you're still having these issues please pop me a personal message with your full address and I can run some further checks from there. 

Keep us posted. 

Emma_C - Forum Team
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Emma_C
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Re: WiFi Slow and constant dropouts - Critical errors in log

Thanks for sending me the details via personal message. 

Everything is looking great from here and the hub has recently been rebooted. 

Have these issues continued since you messaged me? 

Emma_C - Forum Team
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iandshaw
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Re: WiFi Slow and constant dropouts - Critical errors in log

Unfortunately, we're still getting problems. For example, my wife's phone was reporting unable to connect when uploading, even though the status bar was showing 4 bars on the wifi (connected to the powerline adapter in the kitchen.) 

After seeing your message, I ran Speedtest on my phone at the same location. I got 67 Mbps download (better than it often is but nowhere near the 350 Mbps I was sold), but upload was a terrible 0.46 Mbps.

At other times I can get 10 Mbps download and 20-30 upload. It just doesn't seem capable of maintaining a reliable wifi connection.

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