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zamazingo's avatar
zamazingo
Joining in
2 months ago

Frequent disconnects throughout the day for last few days

Hi, I moved to my flat 3 months ago, switched to while moving right away. It has been stable and no issues up until last few days (3 days I believe).

These days, I started experiencing frequent disconnects for an unknown reason. Before the issue started, I didn't change anything on either hub settings or cables etc. 

All devices experience the same issue at the same time and I contacted live support via phone, which was no help really. To their comment, "no known issues in your area" and suggested usual steps to find solution (check cables, turn the hub off etc).

I've already tried to factory reset the modem, which didn't help either. As I understand others had similar issues although not sure if it was same - but most stuff that mentioned in those posts beyond my understanding really.

So, I'd like to get some help here if anyone can pinpoint the problem.

I'm using HUB5 device in Router mode

I'm happy to share any info I can to find problem / solution.

Thank you!

12 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 months ago

    You haven't said, are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables?  If you don't know, can you check on one to help diagnose whether it is just a wifi connection issue or it could be network connection/Hub related?

    • zamazingo's avatar
      zamazingo
      Joining in
      2 months ago

      Hi, thanks for the response!

      Nope, I've two devices connected via ethernet, and mulitple other devices (phones, laptops) via WIFI, which issue affects them all at the same time.

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        2 months ago

        OK - lets see some connection data... can you do this (from an older post).

        _________________________________________________

         Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1  if in router mode or 192.168.100.1 if in modem mode.     No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

             Then… Navigate to these “data pages” and just copy/paste the normal  “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, &  the Network Logs pages.  Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

        Also, If you haven’t already, 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

  • zamazingo's avatar
    zamazingo
    Joining in
    2 months ago

    3.0 Downstream channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    194000000    2.3    43    QAM 256    8
    2    138000000    3.8    45    QAM 256    1
    3    146000000    3.7    45    QAM 256    2
    4    154000000    3.5    44    QAM 256    3
    5    162000000    3.1    44    QAM 256    4
    6    170000000    2.4    44    QAM 256    5
    7    178000000    2.3    43    QAM 256    6
    8    186000000    2.3    43    QAM 256    7
    9    202000000    2.1    43    QAM 256    9
    10    210000000    2.3    43    QAM 256    10
    11    218000000    2.4    43    QAM 256    11
    12    226000000    2.1    42    QAM 256    12
    13    234000000    1.8    42    QAM 256    13
    14    242000000    1.6    42    QAM 256    14
    15    250000000    1.5    42    QAM 256    15
    16    258000000    1.5    42    QAM 256    16
    17    266000000    1.4    42    QAM 256    17
    18    274000000    1.3    42    QAM 256    18
    19    282000000    1.5    43    QAM 256    19
    20    290000000    1.7    43    QAM 256    20
    21    298000000    1.7    43    QAM 256    21
    22    306000000    1.6    43    QAM 256    22
    23    314000000    1.8    43    QAM 256    23
    24    322000000    2    43    QAM 256    24
    25    330000000    2    43    QAM 256    25
    26    338000000    1.7    43    QAM 256    26
    27    346000000    1.8    43    QAM 256    27
    28    354000000    2    43    QAM 256    28
    29    362000000    2.2    43    QAM 256    29
    30    370000000    1.8    43    QAM 256    30
    31    378000000    1.8    43    QAM 256    31

    3.0 Downstream channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    43    133738    3107
    2    Locked    45    31436    1591
    3    Locked    45    24700    5378
    4    Locked    44    10350    1996
    5    Locked    44    657905    28910
    6    Locked    44    296960    30451
    7    Locked    43    9668    3848
    8    Locked    43    9252    3757
    9    Locked    43    8472    2985
    10    Locked    43    7706    3235
    11    Locked    43    5055    2170
    12    Locked    42    4442    1734
    13    Locked    42    4891    1637
    14    Locked    42    6795    2188
    15    Locked    42    3396    1243
    16    Locked    42    4611    1902
    17    Locked    42    5041    1717
    18    Locked    42    4987    1851
    19    Locked    43    3044    920
    20    Locked    43    17141    5722
    21    Locked    43    4529    1719
    22    Locked    43    4697    1978
    23    Locked    43    4237    1610
    24    Locked    43    4297    1771
    25    Locked    43    4310    1576
    26    Locked    43    4773    1985
    27    Locked    43    4371    1748
    28    Locked    43    310214    185345
    29    Locked    43    314562    92446
    30    Locked    43    230649    58020
    31    Locked    43    157265    20566

    3.1 Downstream channels
    Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
    159    128    4K    2511    QAM 4096    768

    3.1 Downstream channels
    Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
    159    Locked    43    0.2    117180283    3504

    • zamazingo's avatar
      zamazingo
      Joining in
      2 months ago

      3.0 Upstream channels
      Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
      0    60300000    47.8    5120    QAM 64    1
      1    53700000    47.8    5120    QAM 64    2
      2    46200000    47.3    5120    QAM 64    3
      3    39400000    47.3    5120    QAM 64    4
      4    32600000    47.3    5120    QAM 64    5
      5    25800000    47.3    5120    QAM 64    6

      3.0 Upstream channels
      Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
      0    ATDMA    0    22    0    0
      1    ATDMA    0    22    1    0
      2    ATDMA    0    22    4    0
      3    ATDMA    0    22    4    0
      4    ATDMA    0    22    3    0
      5    ATDMA    0    22    1    0

       

      General Configuration
      Network access    Allowed
      Maximum Number of CPEs    1
      Baseline Privacy    Enabled
      DOCSIS Mode    3.1
      Config file    oA,.iyewrkldJKDHSUBsgvca6

      Primary Downstream Service Flow
      SFID    13782
      Max Traffic Rate    575000085 bps
      Max Traffic Burst    42600bytes
      Min Traffic Rate    0 bps

      Primary Upstream Service Flow
      SFID    13781
      Max Traffic Rate    55000085 bps
      Max Traffic Burst    42600bytes
      Min Traffic Rate    0 bps
      Max Concatenated Burst    42600bytes
      Scheduling Type    Best Effort

       

       

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        2 months ago

        Down power levels are all spot on.  Can we see the upstream data too, post them up and then do the below.

        Those RS errors are worrying - but may be cumulative so can you do this...

        Do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing.  Also check that all looks good with the outside cabling and wall box.  

        Then, switch the Hub off and unplug it from the mains supply for five minutes.   Then, switch the Hub back on and leave ~5 minutes.   When all done,  check back in the settings and ensure that all the the RS error counts and any T1-T4 errors have all reset to 0.  Then check every hour or so to see if they start reappearing - they shouldn't.  Also check the Upstream QAM’s are all at 64

        If they do reappear (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.  

  • fronty's avatar
    fronty
    Tuning in
    2 months ago

    FWIW you're not alone, I've had three outages in as many weeks, last week it was down for 2.5 days, today it went down at 10.30am and has just come back online (19:30),  that's 9 hours today whilst I'm trying to work from home.

    I have my hub in modem mode (green light), each time the connection just drops then magically comes back some time later on it own without me doing anything. Last weeks problem was caused by a third party digging through the fibre, I don't know what caused today's issues but I've only been a customer for a month and the service has been terrible. I do hope it gets better, fortunately my router will automatically fail over to 4G, but that means I have to keep topping up this SIM with data packs, the whole point of switching over was to save some money on POTS line rental + VDSL. I've already cancelled my VDSL with PlusNet, I'm beginning to wish I'd never switched.