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ADAMPOKE111
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Internet connection repeatedly dropping, devices on both wired and wireless affected

Hi, recently as of the past 3 to 4 days my internet connection has been repeatedly dropping, devices on both wired and wireless are affected and they stay connected but the connection is just lost. Only solution is to reboot the hub which can solve the problem for as long as 1 hour or as short as 5 minutes before it drops again. It makes online gaming, video streaming and general browsing all impossible. I am not the first to complain about this issue either, many others in the networking sub-category are complaining (and some in speed too).

For what it's worth, here's my Superhub's diagnostic information:

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)202750000210750000218750000226750000234750000242750000250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.542.773.332.662.123.313.342.52
RxMER (dB)38.2638.2638.2637.9438.2638.2638.2638.26
Pre RS Errors336316909301304306293305
Post RS Errors294290909300304306293299

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.02.0N/AN/A
Channel ID5857N/AN/A
Frequency (Hz)3940000046200000N/AN/A
Ranging StatusSuccessSuccessOtherOther
Modulation64QAM64QAMN/AN/A
Symbol Rate (Sym/sec)51200005120000N/AN/A
Mini-Slot Size44N/AN/A
Power Level (dBmV)41.0042.00N/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)202750000Locked
Ranged Upstream Channel (Hz)39400000Success
Provisioning StateOKOperational

 

Information

Cable ModemEuroDOCSIS 3.0 Compliant
Serial Number483258W701740
Boot Code VersionPSPU-Boot 1.0.20.1391
Software VersionV2.01.11
Hardware Version1.03
CA KeyInstalled
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PaulCumpstone
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Message 2 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Sounds very similar to what has happened to me. VM must have changed something which has really restricted my internet, only drops for seconds but is enough to lose connection and ruin what you were doing, I posted about it early but am still waiting for some feedback from virgin.

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ADAMPOKE111
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Message 3 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Oh that's odd. Sounds like the same issue though. Absolutely no word from VM and their service status says it's all a-OK.
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Forum Team (Retired) Adam_L
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Message 4 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Hi ADAMPOKE111, 

Thanks for getting in touch to let us know about your issues with internet connection dropping, I apologise for any inconvenience caused.

I have tested things from here and I can see that a number of time outs are inside the Hubs logs and an engineer will need to attend in order to resolve things for you.

I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with making the booking. Please respond to me there and I'll get this sorted.

Take care, 

Thanks, 

Adam.


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Forum Team
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Hi ADAMPOKE111,

 

As mentioned in my private message to you, there does now appear to be an SNR fault raised within the area under the fault reference of F005039342, with a review set for this evening.

 

This type of issue is known to cause intermittency.

 

I'll make sure to get back to you tomorrow to follow up with an update in regards to this.

 

Speak soon,

 

Nat_J 

 

 


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Forum Team
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Message 6 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Hi again ADAMPOKE111,

 

As promised, I've double checked this again today for you and the fault now appears to have cleared.

 

Could you check your connection for me if possible?

 

Speak soon,

 

Nat_J

 


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ADAMPOKE111
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Message 7 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Based on ThinkBroadband's BQM reporting no packet loss to my router with only 'slight' spikes in ping times (https://i.imgur.com/nEC1qOm.png) and DSLReports' speed test/ping test it's looking OK. Haven't experience outages either!
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ADAMPOKE111
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Message 8 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Nevermind, i'm still consistently getting 10% packet loss connecting to Valve's EU West CS:GO game servers. Thrilling.

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Forum Team
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Message 9 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Hi ADAMPOKE111,

Sorry that this issue continues for you. So that I can investigate further would you please run both a traceroute and ping test to your game server(s)? Post the output on here and we'll see if we can identify any issue that we can help with.

Just a thought - have you checked on your gaming Forum to make certain there's not a known issue from their side?

Awaiting your reply Smiley Happy


Jen
Forum Team



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ChefJohn
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Message 10 of 10
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Re: Internet connection repeatedly dropping, devices on both wired and wireless affected

Same here I keep on losing connection while playing online game , after the maintenance area work I keep on losing connection constantly , I even tried with the powerline , same issue , is the connection itself getting weaker   

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