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AndyM74's avatar
AndyM74
Joining in
4 days ago

Intermittent Connection Issues

Hiya. Hope someone might be able to offer some advice.

For the last couple of months my Hub 5 (connected to PC via an ethernet cable) has been losing its connection at night. So far, it's absolutely fine during the day when I'm working at home. But from about 8-9pm onwards most nights, it disconnects intermittently.

Sometimes it comes back within a minute or two. Sometimes I get a red flashing light, and have to turn it off and back on again. Sometimes it only works with a pinhole reset. On the worst nights, this will happen several times.

VM sent an email about a month ago saying they'd spotted an issue with the broadband, and that it had been resolved. It hadn't. After phoning them, I've now been sent a replacement Hub 5. Things were fine for the last week, but has now returned.

Service status online tells me either that the hub isn't connected properly, regardless of whether or not the connection is working, or that there are intermittent issues in my area. The 0800 service status number tells me there are no issues in my area.

Checking the Router information, I'm seeing a hell of a lot of pre/post RS errors; in the thousands, even though router was reset less than an hour ago and they were showing zero.

Been with VM for a long time, and they have been reliable up until now. Any advice on what might be causing the problem would be appreciated. I can post the reports from the Router Status pages if it'd help.

4 Replies

  • 3.0 Downstream channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    379000000    -1.5    41    QAM 256    31
    2    139000000    -2.2    40    QAM 256    1
    3    147000000    -2.6    40    QAM 256    2
    4    155000000    -2.1    40    QAM 256    3
    5    163000000    -1.9    40    QAM 256    4
    6    171000000    -2    40    QAM 256    5
    7    179000000    -2.2    40    QAM 256    6
    8    187000000    -1.8    41    QAM 256    7
    9    195000000    -1.7    40    QAM 256    8
    10    203000000    -1.9    40    QAM 256    9
    11    211000000    -1.8    40    QAM 256    10
    12    219000000    -2    40    QAM 256    11
    13    227000000    -2.3    40    QAM 256    12
    14    235000000    -2.3    40    QAM 256    13
    15    243000000    -2.2    40    QAM 256    14
    16    251000000    -2.1    41    QAM 256    15
    17    259000000    -2.2    41    QAM 256    16
    18    267000000    -2.7    40    QAM 256    17
    19    275000000    -3.3    40    QAM 256    18
    20    283000000    -3.5    40    QAM 256    19
    21    291000000    -3.1    40    QAM 256    20
    22    299000000    -2.6    40    QAM 256    21
    23    307000000    -2.1    41    QAM 256    22
    24    315000000    -1.8    41    QAM 256    23
    25    323000000    -1.9    40    QAM 256    24
    26    331000000    -1.9    41    QAM 256    25
    27    339000000    -1.9    40    QAM 256    26
    28    347000000    -2    41    QAM 256    27
    29    355000000    -1.7    41    QAM 256    28
    30    363000000    -1.5    41    QAM 256    29
    31    371000000    -1.7    41    QAM 256    30

    3.0 Downstream channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    41    4084    25
    2    Locked    40    4861    558
    3    Locked    40    12070    1274
    4    Locked    40    9265    820
    5    Locked    40    5141    4506
    6    Locked    40    1757    2931
    7    Locked    40    1889    1353
    8    Locked    41    2743    7472
    9    Locked    40    7486    3767
    10    Locked    40    5964    560
    11    Locked    40    4982    37
    12    Locked    40    6248    527
    13    Locked    40    5923    1053
    14    Locked    40    4659    814
    15    Locked    40    5754    1434
    16    Locked    41    6520    1376
    17    Locked    41    4711    201
    18    Locked    40    5224    308
    19    Locked    40    6329    740
    20    Locked    40    5006    507
    21    Locked    40    5002    972
    22    Locked    40    5640    1534
    23    Locked    41    5113    710
    24    Locked    41    4982    307
    25    Locked    40    5180    335
    26    Locked    41    3903    27
    27    Locked    40    3550    9
    28    Locked    41    4774    199
    29    Locked    41    3796    82
    30    Locked    41    3523    44
    31    Locked    41    4869    195

    3.1 Downstream channels
    Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
    33    94    4K    1840    QAM 4096    1108

    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    -3.3    38409551    2079

  • 3.0 Upstream channels
    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    0    49600000    52.8    5120    QAM 64    1
    1    43100000    53.8    5120    QAM 64    2
    2    36600000    53.3    5120    QAM 64    3
    3    30100000    53.5    5120    QAM 64    4
    4    23600000    52.8    5120    QAM 64    5

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

    3.1 Upstream channels
    Channel    Channel Width (MHz)    Power (dBmV)    FFT Type    Modulation
    6    10.4    46.7    2K    QAM 256

    3.1 Upstream channels
    Channel    Channel Type    Number of Active Subcarriers    First Active Subcarrier (Hz)    T3 Timeouts    T4 Timeouts
    6    OFDMA    208    74000000    3    0

    • jbrennand's avatar
      jbrennand
      Very Insightful Person

      Up power levels are high - all at the top of the max range level. and need looking at with a Tech visit - call it in as a fault.

      Also - change your ethernet cable to a new Cat6a one - they can fail with age.

      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