Broadband keeps dropping out

Question

I see lots of similar posts and I'm not sure I see a fully successful solution yet so posting here also.

Recently 'upgraded' to Hub 5 and now have regular issues with the internet connection dropping. This impacts all devices whether wireless or wired.

Stats are,

Downstream channels

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

1	306000000	4.5	40	QAM 256	22
2	138000000	5.3	37	QAM 256	1
3	146000000	4.8	37	QAM 256	2
4	154000000	4.8	38	QAM 256	3
5	162000000	5.1	38	QAM 256	4
6	170000000	5.1	38	QAM 256	5
7	178000000	5.3	38	QAM 256	6
8	186000000	5.3	38	QAM 256	7
9	194000000	5.3	38	QAM 256	8
10	202000000	5.2	38	QAM 256	9
11	210000000	5.1	38	QAM 256	10
12	218000000	5	38	QAM 256	11
13	226000000	5	39	QAM 256	12
14	234000000	5	39	QAM 256	13
15	242000000	5.4	39	QAM 256	14
16	250000000	5.4	39	QAM 256	15
17	258000000	5.5	39	QAM 256	16
18	266000000	5.4	39	QAM 256	17
19	274000000	5.1	39	QAM 256	18
20	282000000	4.7	39	QAM 256	19
21	290000000	4.2	39	QAM 256	20
22	298000000	4.2	39	QAM 256	21
23	314000000	4.7	40	QAM 256	23
24	322000000	4.9	40	QAM 256	24
25	330000000	5	40	QAM 256	25
26	338000000	5.3	39	QAM 256	26
27	346000000	5.5	40	QAM 256	27
28	354000000	5.5	40	QAM 256	28
29	362000000	5.4	40	QAM 256	29
30	370000000	5	40	QAM 256	30
31	378000000	4.9	40	QAM 256	31

3.0 Downstream channels

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

1	Locked	40	4
2	Locked	37	2
3	Locked	37	1
4	Locked	38	1
5	Locked	38	0
6	Locked	38	0
7	Locked	38	0
8	Locked	38	0
9	Locked	38	0
10	Locked	38	0
11	Locked	38	1
12	Locked	38	0
13	Locked	39	2
14	Locked	39	0
15	Locked	39	0
16	Locked	39	1
17	Locked	39	1
18	Locked	39	2
19	Locked	39	0
20	Locked	39	2
21	Locked	39	3
22	Locked	39	5
23	Locked	40	4
24	Locked	40	2
25	Locked	40	3
26	Locked	39	2
27	Locked	40	0
28	Locked	40	2
29	Locked	40	2
30	Locked	40	3
31	Locked	40	1

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

41

4.4

2270867863

43570

Upstream channels

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

0	49600000	45.3	5120	QAM 64	1
1	43100000	45	5120	QAM 64	2
2	36600000	44.8	5120	QAM 64	3
3	30100000	45	5120	QAM 64	4
4	23600000	44.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0
1	ATDMA	0
2	ATDMA	1
3	ATDMA	0
4	ATDMA	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

11

10.4

40.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

208

74000000

0

jbrennand · Answer

A BQM would be useful data... see this...

__________________________________

Set up a free, secure and “offlsite” - “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” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

Paul_DN · Answer

Hi Malik1,
Thank you for reaching out tom us in our community and welcome, sorry to see you have been experiencing an intermittent connection, I was able to locate you on our system with the details we have for and cannot see any issues other than some devices do have a lower WiFi connection, were you able to run a Broadband Quality Manager, if you have please post the results.
Regards
Paul.

Malik1 · Answer

Is this normal? I've had multiple interruptions to my connection today ...

Malik1 · Answer

&nbsp;

Gareth_L · Answer

Hello Malik1.
Thanks for your post.
Sorry to hear you have been a few disconnections.
Looking at the hub from here we can only see one drop around recorded.
Does the connection drop on all devices wired and hard wired?
Looks as well at the hub and all the levels are in the range we require.
Can we please ask how the connection has been over the weekend?
Gareth_L
&nbsp;

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