Forum Discussion

Mollison89's avatar
Mollison89
Joining in
10 months ago

Constant dropout in my connection

I am having constant drops in my internet connection (multiple times on a daily basis - generally in the evenings) and have set up a broadband quality monitoring which shows regular spikes in packet loss and high frequency of latency above 60ms. 

Looking through some of these threads this is an issue which need to be resolved in the street cabinets. We have conducted multiple resets and multiple hub positions in the house over the last 6 months but there are still frequent drop outs in our connection.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3949ef436ed3a31dc10bfa2aa8662846a492027c

 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3949ef436ed3a31dc10bfa2aa8662846a492027c">My Broadband Ping</a>

 

  • Hi Mollison89 

    Welcome to the community forums 

    Sorry to hear you're having issues with you connection and broadband service at this time. 

    I have checked the systems at this side and have identified a signalling issues in the area that are being investigated at this time. 

     

    We’ve starting our monitoring and will check your connection over the next 24 hours. Once we’ve completed our checks, we’ll send you a text update you on the mobile number registered to the account. 

    If everything is back to normal we’ll let you know, but if we find there is still an issue we’ll arrange a service visit by one of our technicians to run additional checks.

     

    If the time and date of the service visit isn’t convenient, you should be able to change this through your online account here. Alternatively, we'll also be able to assist should you need. 

     

    • Mollison89's avatar
      Mollison89
      Joining in

      Hi, thanks for sending out an engineer. The engineer changed our Hub however the problems still persist i do not think it's an internal issue but an issue with the incoming service. I am still having regular connections issues which is confirmed from our broadband quality recordings:

      https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106c20f4b

       

      <a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106c20f4b">My Broadband Ping</a>
      • Megan_L's avatar
        Megan_L
        Forum Team

        Hi Mollison89,

        Thanks for continuing to post on our Community Forums about this issue with your internet service, we are sorry this is still causing you some frustration. We have checked your services on our side and did not detect any issues with the incoming connection to your home. Your Power Levels on your Hub are good as well. 

        However, we’ve detected high levels of wireless interference within your home which is affecting wireless performance. This can be caused by the signals coming from other routers or any electrical devices in close proximity. This interference can affect the speed & stability of the wireless signal.

        Things you can do to fix this are -

        • There are potential changes to the home environment which can improve wireless performance.
        • Using the wireless default settings & not splitting SSIDs.
        • Making sure the correct wireless channel/band is in use.
        • Follow helpful tips and tricks on our WIFI SOS Page.
        • Checking the MyVM App under diagnostics to see if any issues are detected.

        Also, the Hub's location could be causing the interference problem – check that it is:

        • Out in the open.
        • Next to the TV not behind it.
        • Away from large bodies of water (e.g. fish tanks)
        • Away from baby monitors and cordless phones.
        • Away from microwaves.

        One last piece of important advice is that if WIFI intermittency continues then we would recommend plugging an Ethernet cable into the device if possible as this will ensure a good, stable connection.

        We hope this information helps to resolve your issue, but we are always here to help further when possible.

        Thanks,

        Megan_L

  • Hi,

    Could you post your router logs please? It will error the first time but second time it will post. 

    Go to http://192.168.0.1 - you may need to change the default password first. 

     

    • Mollison89's avatar
      Mollison89
      Joining in

      I this what you're looking for below. i'm sitting about 3 meters away from the hub when carrying out this test

       

      1Gateway IPv4 address is valid.
      2Your broadband connection is working.
      3Your broadband connection is ready.
      4The temperature of your Hub 3.0 is normal.
      5The status of telephone line 1 is not ready.
      6The status of telephone line 2 is not ready.
      7The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      8The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      9The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      10The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      11The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      12The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      13The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      14The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
      15Please place your WiFi device near the Hub 3.0.
      • RT123's avatar
        RT123
        Up to speed

        That's wrong (I understand why, it's quite difficult if you've never done it/aren't very technical)

        Follow these steps please:

        1. Go to 192.168.0.1

        2. Click "check router status"

        3. Click the upstream, downstream and network logs and copy all three.

        You'll get an error the first time but the second time it will post.

        That packet loss on the BQM looks awful.

  • Hi,

     As I suspected from the BQM - the number of PostRS errors  are high.There’s also a lot of RCS Partial Service errors as well as T3, T4 and T5 timeouts.

     

    In a few hours or so, could you please post the downstream logs again?

    • Mollison89's avatar
      Mollison89
      Joining in

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

      1203000000340256 qam9
      21390000003.440256 qam1
      31470000003.540256 qam2
      41550000003.540256 qam3
      51630000003.440256 qam4
      61710000003.540256 qam5
      71790000003.440256 qam6
      81870000003.540256 qam7
      91950000003.240256 qam8
      102110000002.940256 qam10
      112190000002.940256 qam11
      122270000002.940256 qam12
      13235000000340256 qam13
      142430000003.440256 qam14
      152510000003.740256 qam15
      162590000003.740256 qam16
      172670000003.740256 qam17
      182750000003.740256 qam18
      192830000003.740256 qam19
      202910000003.740256 qam20
      212990000003.940256 qam21
      223070000003.740256 qam22
      233150000003.740256 qam23
      243230000003.540256 qam24



      Downstream bonded channels

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

      1Locked40.9307047168991
      2Locked40.3765966507005
      3Locked40.328291901131452
      4Locked40.31310251435994
      5Locked40.9260393216511
      6Locked40.3260802187972
      7Locked40.3268087186918
      8Locked40.9242574172950
      9Locked40.9223925164441
      10Locked40.3227831156936
      11Locked40.9218573161804
      12Locked40.3167735145377
      13Locked40.3155344141147
      14Locked40.9163147136569
      15Locked40.3169250139116
      16Locked40.3143531138416
      17Locked40.9123109133276
      18Locked40.3114490124037
      19Locked40.3108303119383
      20Locked40.3111859127383
      21Locked40.3115112120150
      22Locked40.9103307123359
      23Locked40.393048113710
      24Locked40.394601107969
  • So the PostRS errors are not rising.

    What is the BQM looking like today? 

    Could you also please post the network logs again - just to confirm that the frequent T3 timeouts and RCS Partial Services errors are ongoing 

    • Mollison89's avatar
      Mollison89
      Joining in

      BQM has been better over the weekend

      06/05/2024 05:18:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      05/05/2024 02:55:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      04/05/2024 01:06:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      03/05/2024 15:26:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 23:44:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 23:44:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 22:53:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:56:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:56:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:56:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:56:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:32:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/05/2024 21:29:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

       

      https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106c20f4b
      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team

        Hey Mollison89 Thanks for reaching out to us today. 👋🏼

        I'm sorry to hear about the issues with the internet you are having. 😢
        I can see there is a performance issue and we will need to investigate this further.

        I will send a private message to further assist. 🧾

        Kind regards,
        Ilyas.